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In the first phase of the process, the client’s current situation is outlined
and the desired outcomes are determined. This is where all the integration
points (either with InfoMentis learning objects or with client-specific
processes, vocabulary and tools) are identified. This phase provides InfoMentis
and the client a benchmark to determine the degree to which the desired
behaviors have been achieved.
There are two primary objectives of the Alignment phase: gaining stakeholder
support and buy-in for the program and gaining agreement for the deployment
plan that will guide the remainder of the engagement.
During the Deployment phase, InfoMentis conducts appropriate programs and
workshops in order to accomplish the mutually agreed goals established during
the Baseline and Alignment Phases. In this phase InfoMentis will tailor and
customize the programs to the specific requirements of the client.
Modifications will include:
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Instructional Tailoring –incorporation of client terms, roles and examples
within the standard material and exercises
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Materials Tailoring –adjustment of InfoMentis materials to include client
roles, terminology, examples, tools, processes, etc.
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Customized Workshops –creation of customized learning programs using individual
skill elements or building blocks from InfoMentis’ comprehensive library of
programs.
For larger program deployments, InfoMentis typically conducts a pilot workshop
and then collaborates with the client to make final adjustments. InfoMentis
also engages in pre– and post-workshop activities and communications with
client participants to accurately set expectations and start the measurement
and reinforcement phases.
The measurement phase is intended to capture both objective and anecdotal data
in order to assess and measure the results of the InfoMentis programs within
the client organization. InfoMentis provides field managers with the ability to
measure/assess their team’s behavior to ensure that the execution skills and
techniques learned in the workshop are being utilized within their
organization.
InfoMentis may also employ additional techniques, such as Strategic Account
Analysis, to assess the customers’ perceptions of their interactions with a
client.
This portion of the Momentum process provides for field-level reinforcement of
the execution skills, knowledge and attitudes conveyed in our programs.
Effective reinforcement helps prevent workshop participants from reverting to
previous behaviors and increases the return on your training investment.
InfoMentis employs a wide array of techniques and tools to accomplish on-going
reinforcement.
The Quality Approach
There are four primary components in the InfoMentis approach to quality:
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Momentum
– The process described above ensures that training programs are well aligned
with a client’s specific needs. In addition, Momentum defines how a client will
measure success and ensure their desired return on investment.
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Certification
– All InfoMentis instructors must complete a rigorous certification process in
order to deliver training to clients. As we define needs and combinations of
skill components for each client, all instructors delivering within that client
organization are certified specifically on their content.
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Audit/Quality Control
– InfoMentis invests in periodic audits of all our delivery personnel to ensure
we are consistently delivering the highest quality services to our clients.
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Assessment
– We gather both participant and client-management feedback on our programs,
materials, instructors and results. We use these comments to conduct continuous
improvement activities to the services we deliver.
Project Management
Because we work closely with our clients to address the needs of their business
and their team, we know how important it is to ensure that the overall project
be successful. Having a plan and a process to manage the project are key to
achieving the desired results.
InfoMentis provides project management expertise to assist our clients in
developing a plan and effectively communicating the purpose and objectives of
the project to the members of the team responsible for implementation as well
as the entire client organization if appropriate.
Following our own Momentum framework, we design project plans for our clients
which include resources from within their organization, from the InfoMentis
team, and/or from third parties if needed. We collaborate with our client teams
throughout the project to ensure that tasks are identified, milestones are met
and the project stays on schedule.
Whether acting as overall management for the project or working side-by-side a
client project manager, InfoMentis project manager are dedicated to our
client's gaining everything they want and need from their relationship with
InfoMentis.
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| “Excellent!” |
| Jeff Merkel, MASO |
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