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Horizon system Training
“The First 14”
Report on practice events
JCL TRAINING SERVICES
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Author:
Date:
Description:
Distribution:
Fax. RESEAR
701817304148 POCL RESEARCH! myn oy
Report on practice events
Report on NR2 training practice events
Kevin Fletcher (ICI. ‘Training Serviccs)
28/03/99
A report for Steve Lovegrove (Pathway) which is an
assimilation of the results and comments from all 14
practice courses both Counter manager und Counter
assistants to date which were commissioned by POCI.
for Feb/Mar 99
Steve Lovegrove (Pathway)
Andy Barkham (Pathway)
Start Kearns (ICL Training Services)
Moira Pertrie (ICL Training Services)
Dave Scott (ICI. Training Services)
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1
2, Outli
3, Purpose
4. System:
5.
3. By Cours
2223 Feb Bristol Counter Managers
24 Feb Bristol Counter Assistants,
25/26 Keb Bristol Counter Managers
25 Feb Bristol Counter Assistants:
S Mar Glasgow Counter Assistants.
QIS Mar Glusgow Counter Managers,
3/9 Mar Newcastle Counter Managers. .
819 Mor Birminghain Counter Managers -..0. pT
30 Mar Newcastle Counter Assistants 12
10 Mar Birmingham Counter Assistants. 12
15/16 Mur St Albans Counter Managers. 13
15/16 Mar Tunbridge Wells ‘Counter Munagers: 14
V7 Mar St Albans Counter Assistants 35
37 Mar Tunbridge Wells Counter Assistants 1S
4. Visitors 16
Course Delivery:
Unsatisfactory grading:
ICL Training Services
POCL RESEARCH
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Report on practice events
4. Introduction:
ICL ‘Training Services were requested by Pathway/POCL 10 provide tainers for a
scries of courses for Counter Assistants and Counter Managers on the Horizon
system. The delegates on the courses were volunteers from POCL. The aims of these
practice courses from an ICL ‘Training Service perspective were as follows:
1. ‘To give experience to new trainers who had completed the ICL ‘Training Services
induction course in November/December 1998 and a recent Horizon update week-
end in delivering the Counter ‘Assistant and Counter Managers events.
2. To receive feed back from the delegates on the course content.
3. ‘Yo evaluate the Performance Standard Assessment (PSA) results.
4. To evaluate the equipment reliability when used in a training cnvironment.
Pathway/POC}. had agreed to use the courses as an opportunity for new trainers to
train in a real environment.
2. Outline:
The courses were delivered in a variety of Jocations within UK. The trainers were all
delivering the courses for the first time initially (with one exception) and were
working in pairs to miuximise benefit. The trainers who delivered the first courscs
were used again on subscquent courses as a second trainer this allowed a mix ofa
trainer who had delivered onc course and a trainer who was delivering for a first time.
The HISO development had an impact on the original plan for the allocation of
traincrs, as several of the trainers who were involved in the HFSO courscs were
withdrawn from this training.
Date I Location course. Trainer/s Type of ‘Course
22/23 Feb Bristo} Stanyer Counter Managers
24 Feb Bristol Thompsor/Smith Counter Assistants
25/26 Feb Bristol Thompsor/Smith Counter Managers
25 Feb Bristo} Bardon/McKay Counter Assistants
4/5 Mar Glasgow Dick/Wayman Counter Managers
S Mar Glasgow Stanycr/Mitchell Counter Assistants
8/9 Mar Newcastle Wayman/Pape Counter Managers
10 Mar Newcastle BisscUPape Counter Assistants
8/9 Mar Birmingham Stanyer/Storey Counter Managers
10 Mar Birmingham Stanyer/Storey Counter Assistants
18/16 Mar St. Albans Stanyer/Mitchell Counter Managers:
17 Mar ‘St. Albans Stanyer/Rissct Counter Assistants
15/16 Mar ‘Tunbridge wells ‘Yhompson/McKay — Counter Managers
17 Mor Tunbridge wells Thompson/McKay — Counter Assistants
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Report on practice events
3. Purpose of Report:
The purpose of this report is to provide an analysis of the feedback from all 14
courses conducted during the trial.
The report provides a summary of course appraisals that have been received. 11 raises
issues from both a trainer und delegate perspective,
4. Systems:
Roy Thomason (ICL ‘raining Services) is monitoring the swap out rate of systems
used for training and this will be the subject of another report.
5. Appraisals General:
The appraisal layout for both courses is the sume.
1. There are 4 grades of box for 5 elements of the cvent:
Achievement of course objectives
Quality of course presentation
Skill and knowledge of the traincr
Quality of course materials
You're overall Ieve] of satisfaction
2. The totals fur each grade for all courses totalled from the appraisals by
category is as follows:
” ~ Unsatisfactory I Satisfactory Goad ‘Excellent
Achievement of
course objectives 1 19 41 17
‘Quality of course —
prescatation o 9 33 37
[ Skifand .
knowledge of the 0 in 28 40
trainer
Quality of course
materials i Js 38 24
I Your overall level '
of satisfaction 7 12 39 rt)
TOTALS 9 66 179 137
14
6G
157
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‘Report on practice events
3. By Course:
22/23 Feb Bristol Counter Managers
Unsatisfactory I Satisfactory Good Excelicnt
‘“Kehieveinent of
course objectives 9 3 2 1
I Quality of course
presentation, 0 0 5 J
\ Skill und .
knowledge of the 0 0 3 3
trainer
Quality of course
materials 1 1, 3 1
"Your overall level
of satisfaction 1 2 3 t
TOTALS 2 6 16 7
Remarks general:
More time required (several comments).
Venue would have been better if on outskirts of Bristol.
Small room (couple of comments).
‘No car parking.
=~ Too much information compressed into course.
You should have a 5 Box (this delegate marked all boxes as excellent).
— Although trainer was excellent not enough time to cover all topics plus questions.
__Good trainer not cnough time allowed.
24 Feb Bristol Counter Assistants
iz Unsatisfactory I Satisfactory Good Excellent
Achievement of
course objectives 0 oO. 4 1
Quality of course
presentation oO oO 1 4
Skill and . —
knowledge of the O QO 1 4
trainer
I Quality of course
materials Qo oO 2 2
[Your overall level —
I of satisfaction 0 ° 2 2
TOTALS 0 0 10 13
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x
Remarks gencral:
A lot of information to take in one day no doubt practice is best way to Icarn.
A good training session, enjoyable, helpful and informati Cs
Nice to be away from the normal PO environment for training able to concentrate on
one thing.
Need more practice but understand the basics. .
Ihave a much greater understanding of Horizon following this course.
25/26 Feb Bristof Counter Managers
Unsatisfactory [ Satisfactory Gaad ) “Exeeiient 4
‘Achievement of”
course objectives 0 1 1 2 :
‘Quality of course
presentation eo. o _ 3
and .
knowledge of the 0 a 1 3
trainer : .
Quality of conse
materials oO 0 2 2
Your overall level
of satisfaction 1 o 1 2
TOTALS 1 1 6 412
Remarks gencral:
Not confident not computer literate. -
T will need extra training.
More time on balancing — error notices.
Reasonably confident.
‘The instructors were very helpful and enthusiastic and always answered your
questions before proceeding.
Fairly confident.
Second day should be expanded to full day-especially for delegates who have no
expericnce of automated systems.
Course well delivered yood idea to use two trainers.
Very enjoyable always afforded opportunity to ask questions.
Where do reports g0?
More time needed, setting up uscrs-allocating users.
Course definitely requires wo full days second day is six hours with no lunch break, J
fee] the course is unsatisfactory because it is very intensive and coverage of important
tasks i.c. balancing is rushed as a result. Bearing in mind a subpostmaster could be
asked to do their first balance unsupervised.
Tofis .
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25 Feb Bristol Counter Assistants
r Unsatisfactory I Satlstactory Good Excelient
‘Achievement of
couse objectives 0) @ 2 3
Quality of course
presentation oO a - 2 3
Skilland .
knowledge of the C) 0 0 5
trainer —
I Quality of course
materials 0 oO . 1. 4 4
"Your overall level
of satisfaction o . oO 3 2
TOTALS ° 0 8 7
Remurks general:
Fairly confident ‘
Very good and very useful.
It was a good event and I cnjoyed it.
Not yet totally confident-] day is not enough.
Much better than on site training.
Quite confident obviously practice makes perfect.
Very pleasant surroundings good hospitality.
It would be useful for staff to try more transactions-products not covered.
S Mar Glasgow Counter Assistants .
Unsatisfactory I Satisfactory ‘Good I Exceticnt
Achievement of
course objectives o . 3 3, a
Quality of course .
Presentation oO 2 1 3
. I Skill und ° .
knowledge of the 9 2 1 3
trainer .
Quality of course * —
I materials Q 3 2 1
I Your overall level ”
of satisfaction 2 1 2 1
TOTALS 2 n 9 8
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Remarks general:
POCL RESEARCH
Report on practice events
Marc time needed on Reports.
Confident to serve basic customer requests.
Not confident on end of day procedures practice will help.
‘A sound basis on Horizon feel at an advantage having done FCCO+Procedures feel it
would have becn more beneficial to have learnt about balancing.
More time needed on training (Two pers).
Not confident at all.
Fairly confident. (Two pers) .
Lam fully committed to Horizon and found this an excellent day; this is the only way
forward.
Quite confident previous ECCO experience, without this experience I would be less
confident.
Reasonably comfortuble with ull the kit and stationary needed.
Workbook not used.
‘foo long spent on hardware.
‘Not very confident.
Do not have cnough information to balance my position at the end of my shift.
Too much information was crammed into too short a time, the caursc was too long,
time wise.
4/5 Mar Glasgow Counter Managers .
TT] Unsatisfactory I Satisfactory ‘Good * Execlient
Achievement of
coutse objectives 0 1 s o I
ality Of course
presentation o oO 4 2
‘Ski and” °
knowledge of the 0 2 2. 2
wainer_
Quality of course ~~
Taterials oO 2 3 i
I Your overall level
of satisfaction 0 2 4 t)
TOTALS ~ o q 18 5
Remarks general:
Sct-up of equipment was to the left and J am right handed found uncomfortable.
These comments have to be taken in context based on the fact that this was very much
atria).
Good practice or best practice re SU control (like to add).
Reporting back an questions cuused over-run ifmodule time includes questions then
insufficient time allocated.
Pace und style of presenters good and relaxed.
Rushed at the end overall very good.
Dot ik
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Balance ran out of time more time required.
More time daily summaries/Balance.
Fairly comfortable.
J did not understand when and why they were being carried out.
Unable to understand some of the topics to the end level.
Very confident.
Fairly confident.
All icons were not covered.
Reasonably confident
Role-play should have been constructed c.g. examples of icons used etc.
Good insight into Torizon system.
8/9 Mar Newcastle Counter Managers
Unsatisfactory I Satisfactory Cond Rxcelicnt I
I"Achievement of
course objectives 0 3 4 1
‘Quality “of SOUTSE "
resentation Qo 4 1 1 4
Wand
knowledge of the () 3 2 1
trainer :
Quality of course
materials 0 2 . 3 u
‘Your overall level
of satisfaction 0 3 C) 1
TOTALS 0 1S 7 s
Remarks gencral:
Practice will make perfect
More on transactions and how to balance.
How to put things right (more time).
Confident of the basics, need practice (Two pers).
Would have felt more comfortable working with my peers in the organisation.
More on balancing outputs / actual printouts.
Time has to built in to play with the system.
Only time will tell.
‘What should be kept, whut discarded (reports).
Less time on user allocation.
Balunce / cash account procedure (morc time).
Reasonably confident.
8.30 start — carly finish preferable.
Sufticiently confident.
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8/9 Mar Birmingham Counter Managers
EC Taeatlstactory (Satisfactory Good Exectient I
I Kehievernont of ° 4 j
course objectives oO . _I
‘Quality at course I
presentation 0 0 oO 5
I Skill and 4
knowledye of the o 9 ° 5
trainer.
Quality of course
materials © 0. 2 3 4
“Your overall level
of satisfaction 0 1 3 1
= - 4
TOTALS o 1 9 15
L L
Remarks gencral:
Stock units — transfer / sctting up {balancing (morc time).
Concerned I feel if you you’re not carefu) in the accounting aspects of Horizon you
might find yourself in trouble. You need to know what you doing.
More time needed on the balancing, procedure. Sped through a lot of information and
the course quite intense.
Balancing (more time). .
Pretty confident with day to day work & procedures, stil] confused over the balance in
relation to comparing it with what T do at present.
Stil] a Jittle unsure in using system.
Found going through from Icon to Yoon a little daunting but I think with more hands
on 1 will become more confident.
Very interesting, quite intense, but very enjoyable have learnt lot.
A little longer necded on balancing procedures.
Reasonably confident, { am sure once ‘using equipment for real everything would
quickly become automatic.
A very good overview of the system and its functions.
Balancing section is a lot to take jn within the current format.
Canfident in day 1 content, less confident on the management / balancing section.
As somcone without counter knowledge Thave been picased at how casy the system is
to use.
The knowledge of the trainer was very good and his experience of post office life was
areal plus.
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Report on practice events
4. Introduction:
ICL ‘Training Services were requested by Pathway/POCL to provide trainers for a
series of courses for Counter Assistants and Counter Managers on the Horizon
system. The delegates on the courses were volunteers from POCL. The aims of these
practice courses from an ICL ‘Training Service perspective were as follows:
1. ‘Yo give experience to new trainers who had completed the ICL ‘Training Services
induction course in November/December 1998 and a recent Horizon update week-
end in delivering the Counter Assistant and Counter Managers events. .
‘Yo receive feed back from the delegates on the course content.
‘Yo evaluate the Performance Standard Assessment (PSA) results.
To evaluate the equipment reliability when used ina training environment.
AYN
Pathway/POCI. had agreed to use the courses as an opportunity for new traincrs to
train in a real cnvironment.
2. Outline:
The courses were delivered in a variety of Jocations within UK. The trainers were all
delivering the courses for the first time initially (with onc exception) and were
working in pairs to maximise benefit. The trainers who delivered the first courses
were used again on subsequent courses as a second trainer this allowed a mix of a
trainer who had delivered one course and a trainer who was delivering for a first time.
The HFSO development had an impact on the original plan for the allocation of
trainers, us several of the trainers who were involved in the HFSO courses were
withdrawn from this training.
Date Location course. Trainer/s Type of Course
22/23 Feb Bristol Stanyer Counter Managers
24 Feb Bristol Thompson/Smith Counter Assistants
25/26 Feb Bristol Thompson/Smith Counter Managers
25 Feb Bristol] Bardon/McKay Counter Assistants
4/5 Mar Glasgow Dick/Wayman Counter Managers
5S Mar Glusgow Stanyer/Mitchell Counter Assistants
8/9 Mar Newcastle Wayman/Pape Counter Managers
10 Mar Newcastle Bissct/Pupe Counter Assistants
8/9 Mar Birmingham Stanyer/Storcy Counter Managers
10 Mur + Birmingham Stanyer/Storey Counter Assistants
15/16 Mar — St. Albans * Stanyer/Mitchell Counter Managers
17 Mar St. Albans Stanyer/Bissct Counter Assistants
15/16 Mar = ‘Tunbridge wells ‘Yhompson/McKay Counter Managers
17 Mar Tunbridge wells Thompson/McKay Counter Assistants
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10 Mar Newcastle Counter Assistants
“Unsatisfactory I Satisfactory Good Excellent
Achievement of
course objectives t') J 3 2
‘Quality of course
presentation 0 i) $s o
I Skiff and
knowledge of the ° 0 § 0
I trainer I
Quality of course .
materials 0 0 s 0
Your averall Jevel
of satisfaction 0 oO 4 1
TOTALS Cy ° 2 3
Remarks yencral:
More about problems that can / do occur,
More on Benefits Agency and daily reports.
Confident.
Reversal of incorrectly entered transactions (Two pers).
Fairly confident, miore practice nceded to become fully familiar with the system.
Out of hours training is much easier, there isn’t the distractions and you can gcton
with what ever you ure Iearning.
T feel confident but as with all new systems on the job experience is the best leaning
method.
Finding you way around the menus is a bit confusing at times but with time and
practice this will soon become second nature.
The first session could have been condensed.
Very confident, given practice and access to manuals.
10 Mar Birmingham Counter Assistants
Unsatisfactory tiefactory ” Good ~Exccitent
Achievement of” °
course objectives 1 1 4. C)
Quality of course .
resentation 0 1 4 1
Skiltand
knowledge of the 0 1 4 1
trainer .. .
Quaihy of course
Fonterials 0 J 4 . 1
Your overail level .
of satisfaction 2 0 . 4 0
TOTALS 3 4 20 3
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Remarks gencral:
T need at Icast 2-3 times more of this training before I can feel confident.
Lneed to be trained again for the course, aS 1 cannot remember everything that was
tought. : .
In general it felt a bit rushed.
Fairly confident, more practice would be beneficial.
I did feel that the content of the course was a bit rushed, it may be better held over
two days.
T feel very confident with using the system as a whole.
1 feel T could search through if need be.
Quitc confident.
Balancing / stock contro! needed.
Hmmmmi! (confidence level)
Really needs two days.
15/16 Mar St Albans Counter Managers
Unsatisfactory I Satisfactory Good Excellent
Achievement of . ° 7
course objectives 0 1 4 2 4
I Quality of course °
I presentation oO 0 0 7
Skill and
knowledge of the o a t 6
trainer
Quality of course
materials . i L 4 . 2
I Your overall level
of satisfaction ° ° 4 3
TOTALS 0 2 13 20
NB: One delegate was ICL observer (Kate Sommerville).
Remarks general:
All topics were covered.
Balancing needed more time.
Confident enough but still need assistance in transactions.
Use of office printer and demonstrate reports it can do (like to add).
Mare time needed for allocation, users, stock units and passwords.
Goud to be away from normal working environment.
Having experience of using RCCO and understanding balance periods and CAP
helped. Although I feel that % day for buluncing could be insufficient for offices that
do not have this experience.
Confident.
Everyday transactions need muking a little more obvious, at the moment they are
rolled into one transaction which becomes u little overwhelming.
I could happily use it tomorrow.
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“fhe course could be spread over two days with less hours in the first as afler 4pm we
stared to wane and it took longer to digest the information.
T wanted to take away a workbook of some sort to usc.
As a non-computer user I am awaiting roll out with confidence.
Fairly confident.
A lot to take in, with the help of training books and in own time T feel 1") be more
confident.
More time on balancing, more on PUNS.
60% confident.
Some of first day rolled over to second day, making first day a little shorter.
I found the ambience conducive fo learning and really enjoyed the experience.
Am pleased that I will be having a second bite at the course.
15/16 Mar Tunbridge Wells Counter Managers
Unsatistactory I Satisfactory Good Excellent I
Achievement of -
course objectives ° 2 3 1
Quality of course’ .
presentation i 1 4 1
‘SkiTand °
knowledge of the 9 1 4 1
trainer
‘Quality of course -
materials ] ) 3 2 . 1
Your overall Teve} +
of satisfaction 1 6 4 1
TOTALS 1 7 7 5
Remarks general:
MVL — National Lottery & Parcel Force (like to add).
+ Confident (Three pers).
Branch and sub-oflices should have separate training schemes.
Office copies / actual final cash accounts (like to add).
Branch office / sub-offices obviously have different needs — should training for these
offices be separated?
Very confident.
Well organised training session.
Very useful.
Cash account (like to add). .
J would appreciate more focus upon the actual cash account and related summary
forms required by Chesterfield.
No problems — especially with a training facility on system.
Enjoyed role play section -- it gives you the opportunity to really use the system on
your own,
Would have been useful to see office printer in operation.
Very confident on Serve Customer but balancing remains an issue.
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17 Mar St Albans Counter Assistants
Unsatisfactory I Satisfactory Good Excellent
[Achievement of
course objectives 0 L 2 3
Juality of course
presentation oO 0 1 Ss
[skill and
knowledge of the oO 1 Qo s
trainer _
I Quslity of course
“materials 0 0 2 4
‘Your overall fevel
of satisfaction ° C) 3 3
TOTALS ° 2 8 20
Remarks gencral:
Moderately confident.
Very confident.
Not very confident yet.
Reasonably confident as long as I take my time until 1 become more familiar.
One trainer Barry was excellent, the other Rob was satisfactory and I understand it
was only his second time. He was very nervous but did a reasonable job and I"m sure
he will be fine with more practice.
Quietly confident.
Confident.
17 Mar Tunbridge Wells Counter Assistants
Unsatisfactory I Satisfactory Good Excelent
I Achicvementor I" :
course objectives o 3 3 0
Quality of course ”
presentation C) 1 4 1
‘skilYand ° .
knowledge of the oO 1 4 1
trainer J
Quality of course
materials 0 2 3 {
‘Your overall fevel 7
of satisfaction iy 3 2 1
TOTALS 0 10 16 4
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Remarks general:
Bulancing (Two pers) (like to add).
Reasonably confident.
Could always have more time.
The system itself is no problem but finding some particular transactions scems
difficult.
The ‘dummy’ training aids do not always resemble the rcal thing.
Error adjustments (like to add).
Feel a bit mixed up with issuing PUNs / PANS etc.
The training is difficult to assess with the constant advances being made before going,
live. P'm sure this will be sorted out and in the main the course was very interesting.
Quite confident.
Fairly confident (Iwo pers).
Only satisfactory - because for my role as an auditor I needed to cover the balancing,
aspect of the system.
Stock and office balancing (like to add).
Trainer knew about Horizon but not enough of POCL transactions. No training given
on stock balancing etc.
4, Visitors:
There were u number of visitors to cvents, although it had been previously agreed on a
Pathway training mecting that no visitors would attend these events. As the cvents
were the trainers first 10 “rcal delegates” the added pressure of in some cases very
senior visitors to # trainer's first event made them somewhat apprehensive.
5. Course Delivery:
It is important that the course is delivered within the timings specified, timings are
_ difficult for a new trainer to judge with accuracy as the delegate groups differ from
event {o event in their aptitude for this type of system. Jt will take most trainers a
number of deliveries until they are confident and practiscd cnough to make the hest
use of time. The event can, and has been, delivered in the time-scales set.
From a trainer perspective this is not un easy course fora first delivery, as the trainer
has to be mobile throughout the event to fault check the delegates. This means that
trainers have to remember 12 hours of information in the right sequence and maintain
all the taining techniques required of a professional trainer. To practice ull the
trainers in the delivery of one event prior to rollout would take approximately 1 man-
year; trainers are assessed on clements of the courses as part of their induction.
None of the information taught on the Horizon courses is in itself considered
complicated, It is the volume of information delivered in the allocated time-scales,
which causes the delegates concer.
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6. Unsatisfactory grading:
A small number of delegates graded clements of the event us “Unsatisfactory”, the
appraisals clearly stated on these occasions that the course delivery and trainer skills
were not # contributory factor to this grade. The delegates felt that the amount of
course content to be assimiluted was more than they could cope with. ‘They were
concerned that they would not be able to operate the system effectively afler
installation.
7. Trainer grading:
‘The uainers achieved no unsatisfactory grading from any of the delegates. A
significant number made additional favouruble comments on the truiner’s
performance. Only one delegate commented on the trainer's lack of Post Office
knowledge. While ICL ‘Iraining Services are satisfied with the trainers first attempt at
the events every effort will be made through the trainers Q&A process to raise the
standard of trainer’s performance even higher.
8. Streaming. of delegates for courses:
Ttis the authors understanding that delegates were to he streamed for events this was
not the case CA courses had delegates who were CM status and were disillusioned
because the cvent did not include office balancing. Some courses also contained
Jiaison staff for the project and one course two auditors. It is important that the course
content is publicised for delegates to ensure the right delegate is on the right level of
course.
9. Delegates requiring Additional Training
‘There were three delegates from all the courses who would have been required to
attend an Additional ‘lraining event after completion of the Performance Standard Oy
Assessment. 79 delegatcs attempted the PSA 3 required Additional Training this
equates to 2.37% of the total.
10. Performance Standard Assessment (PSA)
‘The PSA is currently under review two versions were used for the events and a third
modified version is awaiting formal sign off from POCL.
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41. Conclusion:
‘Yhe trainer appraisals have been very favourable for a first attempt there is still room
for improvement particularly in the area of timings although the timings did improve
where a trainer delivered 4 subsequent event.
Jt would appear from some of the delegate appraisals that they expected balancing on
the Counter Assistants course.
The appraisals annotated “Unsatisfactory” on “overall level of satisfaction” was
because of the amount of information to be assimilated and the course content rather
than any problem with the trainer’s delivery.
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