Enrollment and training process
- Each candidate is enrolled for a course and specific training ID is offered.
- Each candidate is provided with an accredited courseware
- Training is delivered by accredited trainers
- Attendance is mandatory for the two days training
- Feedback obtained at the end of the first day and the second day of the session
- Every candidate is assessed by a mock test to understand the level of understanding of the subject through training
- Candidate personal data is maintained for follow up and candidate care
Reviews
- Metrics set to evaluate training quality
- Critical success Factor:
- Overall feedback rating should not be less than 9/10.
- Average Candidates should not score less than 65% in the mock exam
- Internal reviews conducted every month to check the quality of the training and if gaps observed ,meetings conducted to take the corrective measures
- In case the CSFs is not met the trainer is asked to address the gap through further learning and delivering quality training
Document and record control
- Records of Enquiry/registration and feedback is maintained
- Documents related to the training (registration, feedback) are maintained atleast for one year.
- Candidate details are confidential and are not shared with any personal external to the organization
- Audits: Monthly audit is conducted to ensure the integrity of the documents and the audit report is maintained.
- If any Non-conformities , it would be addressed accordingly
- Records on the testing process are separately maintained
- Log sheets and Rule agreement sheets/photo copies of the ID profs of the candidate are maintained
- Weekly/Monthly/Quarterly review of training service is done
Tutor Evaluation and accreditation
Basic qualifying criteria
- Individuals with ITIL intermediate certification would be (minimum 3 modules)) appointed to deliver foundation training
- Individuals with expert certification would be appointed to deliver Intermediate trainings
Selection process
- Trainers with more than 5 years of training experience or IT consultants with more than 3 years of industry experience would be appointed after an interview process
- Instructor would be asked to deliver a mock training at least for three hours and would be selected based on the performance
- Selected trainers from DreamsPlus would also be sent to EXIN for accreditation
- Accredited trainers would be appointed to deliver Trainings
Structural and continual improvement of product/service quality – dynamic procedures
- Adoptive training in al courses
- Revised course content would be delivered on release of the newer version of the subject
- Course materials and all related documents are updated as per the syllabus revisions
- Dynamic update of contents on website on all promotions and discounts
- Dynamic updates on the topics covered as per the market trends
Templates used
- Registration form
- Feedback form
- Exam log sheet
- Monthly customer satisfaction report
- dashboards
Periodical (management) review of the whole set of quality management measures/methods – internal reviews and audits
- Measurement
- Formal audits
- Monthly audits are conducted to measure the following
- Process adheres by our employees
- Level of customer satisfaction score on training and exams
- Level of issues handled and maturity and rate of achievements month on month
- Monthly audits are conducted to measure the following
- Surprise audits are conducted
- Organisation executives conducted random audit once in a month
- Randomly probe the customers in see the quality of training and testing through some face to face sessions
- On the observation of non conformities the necessary action is taken to address the gap
- Organisation executives conducted random audit once in a month
- Formal audits