Professional Documents
Culture Documents
The intended audience is staff of all levels in Admissions Intake, Enrollment, Academics,
and Finance.
Program Goals
The program goals are as follows:
The audience will utilize information shared by each department to help students better
understand the process
Based on the cross training, students will have a smoother on-boarding experience
Program Objectives
The program objectives are as follows:
The techniques for determining the need for these training programs will be Interviews,
Observations, and Questionnaires. My organization has already completed questionnaires on our
work life satisfaction and this very issue was brought up quite often on that questionnaire. Most
of the employees strive for cohesion to better serve our students, but are not allotted the time to
cross train. The questionnaires were comprised of about thirty questions and the participants
were able to skip questions they felt were irrelevant. This gave each participant the option to
answer questions they felt comfortable with. After many surveys were completed, each
participant was then able to go back on the website and vote on answers they felt were useful.
This allowed participants to see others answers.
Physical observations may be difficult to complete because each department is housed at
different campuses and buildings over the United States, but our quality assurance team can
observe each call and assess the conversation for execution of cross training objectives and
knowledge. Every call is already observed and graded and has various competencies that each
staff member must meet. Our observations will add one additional competency for grading and
will replace the current other notes section. This can be judged by lack of calls transferred to
other departments for simple questions, exhibited product knowledge for other departments, and
the mention of the other departments and how they factor into the on-boarding/ enrollment
process.
Interviews/tests will be completed online and by direct management to access the
understanding of cross training, the various departments, and timelines. The knowledge will be
assessed during one on ones between management and staff. The interview will be a series of
questions. The actual tests completed via online platform will show a knowledge level shown by
the participant. It will consist of 10 random questions about all four departments. The test will be
taken each quarter to ensure any updates are retained by staff.
Expenses
Initial Cost
Personnel
No Additional Cost
Fringe benefits
0.00
External staff
0.00
Materials
2,000.00
Technical support
No Additional Cost
Equipment
No Additional Cost
Travel
1,000.00
Facilities
Supplies
Miscellaneous
Total
0.00
Added into Materials
0.00
3,000.00
Income
Cost
Parent company
$0.00
Donations
$0.00
Participant fees
$0.00
Grants
$0.00
Government
$0.00
Miscellaneous
$0.00
Total
$0.00
employee will learn how to find and use resources for each department. Currently each employee
only has access to their department resources and their access is denied from all other department
intranets.
Time Requirement and Number of Staff Positions
The University of Phoenix will keep all staff members where they currently are within
the company. Although there have been layoffs and rumors of more to come, we believe that we
have the right staff in the right positions and are not looking to change that anytime soon. The
time required will not change either. All cross training will occur during normal working shifts.
Partnership goal
Students
Training Staff
way.
departments.
Academic Department
departments
Enrollment Department
departments
Finance Department
departments
This particular initiative will result in a positive impact on adult learning as our main
focus at the University of Phoenix is adults and their education. Our goal is for students to be
successful. Each staff member is supposed to set up each student to succeed in their attempt in an
education. Whether it is their first attempt or their fifth attempt at a college education, they will
be set up to succeed by our staff. Group trainings will be held for any updates and financial
training. Finance is the most inclusive department because there are so many factors involved; it
may need more of a hands-on type of learning environment. One staff member from enrollment
and one staff member from academics will be partnered up to make a power partnership. They
will work on training each other. Power partnerships will be formed between all academic
advisors and enrollment representatives. These partnerships will be able to lean on each other
through training and help one another with students. This will increase cohesion between
departments and help bridge the potential gaps when it comes to students.
Instructional Practices include in person meetings/trainings between enrollment,
academics, and finance. Skype video conferencing will be used between the Admissions Intake
Department and all other departments. Admissions Intake is located in Phoenix, Arizona while
the other departments are housed all of the United States.
Promotions for the cross training initiative will be on all of our intranet landing pages and
will be on our EPIC website. EPIC is a website that staff can use to recognize others by giving
EPIC points and accolades. This is visible companywide and to staff of all levels. The training
team has decided to offer additional EPIC points for those that participate in the cross training.
More EPIC points will be issued to those that exceed expectations for behaviors displayed in
accordance with cross training knowledge. Staff will be able to issue points to participants from
other departments after meeting with them. This will help with accountability and recognition.
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All materials will be online, with exception of the training workbooks. The University of
Phoenix is known as a green company for their lack of paper waste and plan to keep it that way
with promotions as well. Feedback Equals Results will be the new tagline on all of our
promotional in-house emails and resources.
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between staff and trainers. The purpose of the evaluation is to ensure the information retained
during cross training is being utilized and expressed to students. The evaluation of entry surveys
from students will ultimately show how the training has reached our students and how the view
the university and standard operating procedures. This will directly impact adult learning as our
school caters to adult learners.
The entry survey that is completed by students after enrolling is based on a scale from 1
to 5. There is also room for comments and this will be heavily weighed for evaluations. The
other criteria will be rated on a Needs Improvement, Meets Requirements, and Exceeds
Requirements scale. This is also how performance reviews are rated and will be easy to follow
for all staff, trainers, and management. Tests will be an evaluation tool that can be compiled into
one large outcome.