Case study: It's TAP for CAPs
CAPS Solutions supplies an integrated range of land and property systems to the Local Authority marketplace. The company views effective training as vital to ensuring that its customers gain maximum benefit from their system implementation.
Prior to 2004, CAPS Solutions' approach to training customers in the configuration and use of their UNI-form software was based on their consultants delivering onsite sessions with a consultative slant.
With the growing complexity of the product set, CAPS identified that its training needed to become more structured and effective. As well as reviewing the design of the course materials, CAPS introduced the Trainer Assessment Programme (TAP®) across its consultant group in 2004 and adopted the TAP Certificate in Training Delivery Skills as a minimum standard for its external trainers.
CAPs say that the TAP initiative was enthusiastically supported by consultants and managers across the company. They started by sending two people to attend the Delivery Skills Refresher (DSR) course. Subsequently ten other consultant/trainers attended the Training Delivery Skills (TDS) 5 day course or the 3 day DSR and all passed their assessments to achieve the TAP Certificate in Training Delivery Skills.
"I know that at least one of our qualified trainers scored the coveted 100% although modesty may have prevented others mentioning this on their return," said Jan Singleton, CAPS Training Development Manager.
Since the programme began, CAPs say the effectiveness and consistency of their training has improved, and the purpose and importance of training as distinct to consultancy services has become clearer within the company.
Jan Singleton is delighted with the consultants’ response to The Training Foundation courses. "I was particularly pleased to see how enthused the consultants were on their return and how quickly they implemented what they had learnt."
Jan went on to say "Our delegates learn more effectively when they are involved actively in their course so the programme has certainly benefited customers. Our staff are more confident and the importance of effective training is acknowledged more widely within the company."
Other CAPS personnel are booked on TAP® courses in 2005 and several individuals are planning to pursue the more advanced qualifications leading to the TAP Diploma in Learning Facilitation Skills.
TDS or DSR courses leading to the TAP Certificate in Training Delivery Skills also form part of the formal company induction programme for new starters joining the Consultant/Trainer team.
For further information about the TAP programme, including competency frameworks, training programmes and FAQs visit the Training Foundation website.
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