Competence and Training Procedure

Document ID: SW-IMS-PRO-012-v1.0
Effective Date: [TBD]
Review Date: [TBD]
Owner: IMS Owner
Approved by: [TBD]

1. Purpose

This procedure establishes how Swedwise identifies competence requirements, ensures staff have necessary knowledge and skills, provides training and development opportunities, and evaluates training effectiveness. It ensures:

• Staff have competencies needed to deliver quality services
• Training needs are systematically identified and addressed
• Training investments deliver measurable value
• Competence records are maintained for compliance and planning
• Learning organization culture is supported and sustained

2. Scope

This procedure applies to:

• All Swedwise employees (permanent and temporary staff)
• Contractors requiring specific competencies for their roles
• New employee induction and onboarding
• Ongoing professional development and skill maintenance
• Role-specific training (technical, management, compliance)
• IMS-related training (quality, environmental, information security awareness)
• Discipline forum activities and knowledge sharing
• Certification and accreditation requirements

3. Definitions

Term	Definition
Competence	Demonstrated ability to apply knowledge and skills to achieve intended results.
Training	Structured learning activity to develop specific competencies.
Development	Broader professional growth including mentoring, coaching, self-study, conferences.
Training Need	Gap between current competence and required competence for a role or task.
Training Effectiveness	Degree to which training achieves intended learning outcomes and business impact.
Discipline Forum	Technical expertise community within Swedwise (e.g., OpenText, Salesforce).
Mandatory Training	Training required for all staff or specific roles (e.g., security awareness, GDPR).
Competence Record	Documentation of qualifications, training, experience, and skills.
Learning Management System (LMS)	Platform for delivering, tracking, and managing training.

4. Competence Framework

4.1 Competence Categories

Swedwise competencies are organized into four categories:

Category	Description	Examples
Core Competencies	Essential for all Swedwise staff	Communication, customer focus, learning mindset, collaboration
Professional Competencies	Role-specific technical and business skills	Software implementation, project management, sales, consulting
Leadership Competencies	Required for management and team lead roles	People management, strategic thinking, decision-making, coaching
IMS Competencies	Required for integrated management system	Information security awareness, environmental awareness, quality principles

4.2 Competence Levels

Competencies are assessed at four levels:

Level	Description	Expectation
1 - Awareness	Basic understanding of concepts	Can explain what it is and why it matters
2 - Working Knowledge	Practical understanding and application	Can apply with guidance or supervision
3 - Proficiency	Independent application and problem-solving	Can apply independently and handle complexity
4 - Expert	Deep expertise and ability to teach others	Can innovate, mentor, and lead in this area

5. Competence Requirements Identification

5.1 Role-Based Competence Profiles

Each role at Swedwise has a defined competence profile specifying:

• Core competencies and required levels
• Professional/technical competencies and required levels
• Leadership competencies (if applicable)
• IMS competencies (mandatory for all roles)
• Certifications or qualifications required or preferred

Responsibility: Department Heads create and maintain competence profiles for roles in their areas, with IMS Owner input for IMS competencies.

Review Frequency: Annually or when role responsibilities change significantly.

5.2 Individual Competence Assessment

Competence assessments are conducted:

New Employees (Within First Month):

• Review CV, qualifications, and certifications
• Conduct competence interview or skills assessment
• Identify gaps between role requirements and current competence
• Create individual training plan

Annual Performance Reviews:

• Self-assessment against role competence profile
• Manager assessment of demonstrated competencies
• Identification of development goals and training needs
• Career development discussion

Project Requirements:

• Before customer engagements, verify consultant has required competencies
• Identify any project-specific training needs
• Document competence verification in project records

Tools: Competence assessment forms, skills matrices, self-assessment questionnaires.

5.3 Organizational Training Needs Analysis

IMS Owner conducts annual organizational training needs analysis considering:

Internal Sources:

• Aggregated individual training needs from performance reviews
• Risk assessment findings (competence gaps as risks)
• Internal audit findings and non-conformities
• Incident reports revealing knowledge gaps
• Management review feedback
• Discipline forum recommendations

External Sources:

• New legal or regulatory requirements
• Customer requirements and feedback
• Technology changes and new service offerings
• Industry trends and best practices
• Certification body requirements

Output: Annual Training Plan prioritizing organizational training initiatives.

6. Training Planning and Delivery

6.1 Annual Training Plan

The IMS Owner develops an Annual Training Plan covering:

Mandatory Training:

• IMS awareness (all staff, annually)
• Information security awareness (all staff, annually)
• GDPR and data protection (all staff, annually)
• Environmental awareness (all staff, annually)
• Role-specific mandatory training (e.g., project managers, customer success)

Professional Development:

• Technical training aligned with service offerings
• Discipline forum training initiatives
• Leadership and management development
• Customer service and communication skills

Budget Allocation:

• Training budget per person or per department
• Priority allocation for mandatory and high-impact training
• Process for requesting additional training budget

Delivery Schedule:

• Timing of mandatory training sessions
• Planned external courses or conferences
• Internal training sessions and discipline forum events
• Online/self-paced training availability

Approval: Annual Training Plan approved by Management Team as part of budget planning.

6.2 Individual Training Plans

Each employee has an Individual Training Plan documenting:

• Mandatory training requirements and deadlines
• Professional development goals aligned with role
• Identified competence gaps from assessments
• Planned training activities and timelines
• Responsible parties (employee, manager, HR)

Creation: Within first month for new employees; updated annually during performance reviews.

Tracking: Manager and employee monitor progress quarterly.

6.3 Training Delivery Methods

Swedwise uses blended learning approaches:

Method	When to Use	Examples
Classroom/Workshop	Complex topics requiring interaction, hands-on practice	Multi-day technical courses, leadership workshops
Online/E-Learning	Standardized content, flexible timing, broad audience	Security awareness, GDPR compliance, product familiarization
On-the-Job Training	Practical skills, shadowing, apprenticeship	Customer project work, mentoring, job rotation
Discipline Forums	Technical expertise sharing, community learning	Monthly technical deep-dives, case study reviews
Self-Study	Individual learning, certification preparation	Reading, online courses, vendor training portals
Coaching/Mentoring	Leadership development, career growth	1-on-1 coaching, mentor programs
Conferences/Events	Industry trends, networking, inspiration	Industry conferences, vendor events, seminars

Selection Criteria: Consider learning objectives, audience size, budget, urgency, and learning preferences.

6.4 New Employee Induction

All new employees complete structured onboarding within their first month:

Week 1 - Organization and Culture:

• Welcome and introduction to "Make Time For The Good" values
• Company overview, organization structure, key contacts
• IT systems setup (email, collaboration tools, access)
• Workplace health and safety orientation
• Introduction to "The Machine" operating model

Week 2-3 - IMS and Compliance:

• IMS awareness training (quality, environmental, information security)
• Information security awareness (mandatory completion)
• GDPR and data protection basics
• Document control and where to find policies/procedures
• Customer data handling requirements

Week 3-4 - Role-Specific Onboarding:

• Introduction to discipline forum(s) relevant to role
• Service offering overview relevant to role
• Customer engagement model (if customer-facing)
• Tools and systems training specific to role
• Shadow experienced colleague or mentor assignment

Responsibility: HR coordinates logistics; Department Head ensures role-specific training completed; IMS Owner provides IMS training materials.

Evidence: Onboarding checklist signed by new employee and manager; LMS training completion records.

6.5 Role-Specific Training

Certain roles require specialized ongoing training:

Consultants (Customer-Facing):

• Product/technology training for areas of specialization
• Customer service and communication skills
• Project management basics (if not certified)
• Security and confidentiality for customer sites
• Discipline forum participation (mandatory)

Managers and Team Leads:

• People management and performance coaching
• IMS management responsibilities
• Risk management and decision-making
• Resource planning and allocation
• Leadership in learning organizations

Sales and Customer Success:

• Service offering knowledge (detailed understanding)
• Solution selling and value articulation
• CRM and sales process tools
• Contract and commercial terms awareness
• Customer onboarding process

SaaS Operations (if applicable):

• Platform technical training (OpenText Communications, Notifications)
• Incident and change management procedures
• Monitoring and alerting systems
• Security operations and threat response
• Customer support and escalation

6.6 IMS Mandatory Training

All employees complete the following training annually:

Information Security Awareness (SW-IMS-TRN-001):

• Duration: 45 minutes online
• Topics: Phishing, password security, data handling, incident reporting
• Assessment: 80% pass required
• Frequency: Annual refresh + new hire induction
• Tracking: LMS records

Environmental Awareness (SW-IMS-TRN-002):

• Duration: 30 minutes online
• Topics: Environmental policy, travel reduction, energy saving, waste management
• Assessment: 75% pass required
• Frequency: Annual refresh + new hire induction
• Tracking: LMS records

Quality and Customer Focus (SW-IMS-TRN-003):

• Duration: 30 minutes online
• Topics: Quality policy, customer expectations, non-conformity reporting
• Assessment: 75% pass required
• Frequency: Annual refresh + new hire induction
• Tracking: LMS records

GDPR and Data Protection (SW-IMS-TRN-004):

• Duration: 60 minutes online
• Topics: Data subject rights, lawful basis, data breaches, privacy by design
• Assessment: 80% pass required
• Frequency: Annual refresh + new hire induction
• Tracking: LMS records

Escalation: IMS Owner sends reminders for overdue mandatory training; persistent non-completion escalated to manager and HR.

6.7 Discipline Forum Training and Knowledge Sharing

Discipline forums serve as key learning and competence development mechanisms:

Forum Activities:

• Monthly technical sessions (case studies, new features, problem-solving)
• Knowledge repository maintenance (documentation, how-to guides)
• Mentoring and peer support
• Vendor training coordination (group discounts, shared learning)
• Certification study groups

Forum Leads: Senior practitioners lead each discipline forum, responsible for:

• Planning learning activities aligned with organizational needs
• Facilitating knowledge sharing sessions
• Identifying external training opportunities
• Tracking competence levels within forum membership
• Reporting forum activities to IMS Owner quarterly

Current Discipline Forums (examples):

• OpenText (Content Suite, Communications/Exstream)
• Salesforce (Sales Cloud, Service Cloud)
• Microsoft 365 and Power Platform
• Azure and Cloud Infrastructure
• Project Management

Integration with Training Plan: Discipline forum activities considered when planning professional development budget.

7. Training Records Management

7.1 Individual Competence Records

For each employee, maintain records of:

Qualifications and Certifications:

• Academic degrees and diplomas
• Professional certifications (with expiry dates)
• Vendor certifications (with expiry tracking)
• Licenses and registrations

Training History:

• Training course title and description
• Training provider and delivery method
• Date(s) attended or completed
• Duration (hours or days)
• Assessment results (if applicable)
• Certificate or completion evidence

Competence Assessments:

• Annual competence assessment results
• Competence level ratings for role profile
• Identified gaps and development goals
• Progress notes and manager feedback

Location: [TBD - HR system, LMS, or document repository]

Access: Employee (view own), Manager (view team), HR (view all), IMS Owner (aggregated reporting)

Privacy: Competence records are confidential employee information; handle per GDPR requirements.

7.2 Organizational Training Records

IMS Owner maintains organizational-level records:

Annual Training Plan:

• Planned training initiatives and priorities
• Budget allocation and expenditure tracking
• Delivery schedule and completion status

Training Activity Log:

• All training sessions delivered (internal and external)
• Participant lists and attendance
• Training materials and content (version controlled)
• Trainer/facilitator information
• Costs incurred

Mandatory Training Compliance Dashboard:

• Compliance rate by training type (e.g., 95% security awareness completion)
• Overdue training by person and department
• Trend over time (improving or declining compliance)

Training Metrics (see Section 8):

• Training hours per employee
• Training investment per employee
• Effectiveness ratings
• Competence gap closure rates

Location: [TBD - LMS reporting, spreadsheet, or BI dashboard]

7.3 Certification and Expiry Tracking

For certifications requiring renewal:

• Maintain register of certifications with expiry dates
• Alert employee and manager 90 days before expiry
• Track renewal status and evidence
• Escalate if critical certification expires without renewal

Critical Certifications (examples):

• Information security certifications (CISSP, CISM, etc.)
• Project management certifications (PMP, PRINCE2)
• Product certifications required for partner status (OpenText, Salesforce)

8. Training Effectiveness Evaluation

Training effectiveness is evaluated at four levels (Kirkpatrick model adapted):

8.1 Level 1 - Reaction (Participant Satisfaction)

Method: Post-training evaluation survey completed by participants.

Questions (5-point scale: Strongly Disagree to Strongly Agree):

• Learning objectives were clearly stated
• Content was relevant to my role
• Trainer/facilitator was knowledgeable and engaging
• Duration and pace were appropriate
• I would recommend this training to colleagues

Target: Average rating ≥ 4.0 out of 5.0

Action: Ratings < 3.5 trigger review and potential redesign or provider change.

8.2 Level 2 - Learning (Knowledge/Skill Acquisition)

Method: Assessments, tests, or practical demonstrations.

For Mandatory Training:

• Online quiz or test with minimum pass score
• Must pass to receive completion credit
• Retake allowed if failed (typically 3 attempts)

For Technical/Professional Training:

• Practical exercise or case study
• Vendor certification exam (external validation)
• Observation of skill application by manager

Target: ≥ 80% of participants achieve pass criteria.

Action: < 60% pass rate triggers content or delivery review.

8.3 Level 3 - Behavior (On-the-Job Application)

Method: Manager observation and feedback 30-90 days post-training.

Assessed via:

• Performance review discussion (did training lead to behavior change?)
• Project outcomes (was new skill applied successfully?)
• Customer feedback (improved service quality?)
• Incident reduction (e.g., fewer security incidents after awareness training)

Target: Manager confirms skill applied in ≥ 70% of cases where opportunity existed.

Action: Low application rates may indicate lack of opportunity, insufficient reinforcement, or training-job mismatch.

8.4 Level 4 - Results (Business Impact)

Method: Measurement of business outcomes linked to training objectives.

Example Metrics:

Training	Business Outcome	Measurement
Security awareness	Reduced phishing success	Phishing simulation click rates
Project management	On-time, on-budget delivery	Project success rate %
Customer service	Customer satisfaction	NPS or satisfaction scores
Technical (new product)	Revenue from service	Sales of new service offering
Environmental awareness	Reduced carbon footprint	Travel emissions, energy use

Frequency: Measured quarterly or annually depending on metric.

Reporting: Included in IMS management review (see SW-IMS-PRO-005).

8.5 Continuous Improvement Based on Evaluation

Training effectiveness evaluation informs:

• Adjustments to training content or delivery method
• Selection or change of training providers
• Budget allocation decisions (invest more in effective training)
• Identification of additional support needs (coaching, tools)
• Updates to competence profiles or standards

Responsibility: IMS Owner analyzes evaluation data and recommends improvements; Department Heads provide input from their areas.

9. Roles and Responsibilities

Role	Responsibilities
Management Team	- Approve annual training plan and budget - Allocate resources for competence development - Support learning organization culture - Review training metrics in management review - Lead by example in own development
IMS Owner	- Coordinate competence and training management - Develop and maintain annual training plan - Conduct organizational training needs analysis - Deliver or procure IMS mandatory training - Maintain training records and reporting - Evaluate training effectiveness - Manage LMS platform (if applicable) - Report training metrics to management
Department Heads / Team Leads	- Define competence profiles for roles in their area - Conduct individual competence assessments - Identify training needs for team members - Ensure individual training plans are created and followed - Approve training requests within budget - Evaluate training effectiveness (Level 3 - behavior) - Provide input to annual training plan
Discipline Forum Leads	- Plan and facilitate discipline forum learning activities - Coordinate technical training for forum members - Maintain knowledge repositories - Report forum activities to IMS Owner - Identify emerging competence needs in technical area
HR (if dedicated role exists)	- Coordinate new employee induction logistics - Maintain individual competence records - Procure external training providers - Administer training budget tracking - Support career development discussions
Individual Employees	- Participate in competence assessments honestly - Complete mandatory training on time - Take ownership of individual training plan - Apply learned skills on the job - Provide feedback on training effectiveness - Share knowledge with colleagues
Trainers/Facilitators	- Deliver training aligned with learning objectives - Assess participant learning - Collect feedback and suggest improvements - Maintain training materials (version control) - Provide completion evidence to IMS Owner

10. Training Budget and Approval

10.1 Budget Allocation

Training budget is allocated as part of annual business planning:

• Organizational Training Budget: Centrally managed by IMS Owner for mandatory training and organizational initiatives
• Departmental Budgets: Allocated to departments for professional development
• Individual Development Allowance: [TBD - e.g., 10,000 SEK per person per year] for personal development

Typical Budget Split:

• Mandatory IMS training: 30%
• Professional/technical development: 50%
• Leadership development: 10%
• Conferences and events: 10%

10.2 Training Request and Approval Process

Step 1: Identify Training Need

• Employee or manager identifies training opportunity
• Check if aligned with individual training plan or role requirements

Step 2: Submit Request

• Complete Training Request Form (SW-IMS-FRM-007) with:
  • Training details (provider, dates, cost)
  • Learning objectives and business justification
  • Budget source (department, individual allowance)
  • Expected outcomes

Step 3: Approval

• Manager approves if within budget and aligned with role
• IMS Owner approves for IMS-related training
• Management Team approval required for >50,000 SEK

Step 4: Booking and Attendance

• HR or employee books training upon approval
• Employee attends and completes training
• Evidence of completion submitted to IMS Owner

Step 5: Post-Training

• Employee completes evaluation survey
• Manager conducts follow-up on application (30-90 days)
• Training record updated

10.3 Emergency or Unplanned Training

When urgent training need arises outside of annual plan:

• Manager documents justification and business case
• IMS Owner assesses if budget available
• Management Team approval if significant cost
• Training delivered and effectiveness monitored

Examples: New regulatory requirement, critical security threat, customer contractual requirement.

11. Competence and Training for SaaS Services

For the Swedwise Communications SaaS service, specific competence requirements:

11.1 SaaS Operations Team

Technical Competencies:

• OpenText Communications (Exstream) administration
• Notification systems (email, SMS gateways)
• Kubernetes and container orchestration
• Monitoring and alerting tools
• Database administration (PostgreSQL, etc.)

Process Competencies:

• Incident management (ITIL or equivalent)
• Change management procedures
• Customer support escalation
• SLA management and reporting
• Security operations

Training Plan:

• Vendor training (OpenText) - foundational and advanced
• Internal procedures and runbooks
• Security operations and threat response
• Customer communication and escalation

11.2 SaaS Support Staff

Customer Service Competencies:

• Product knowledge (features, limitations, common issues)
• Ticketing system proficiency
• Communication and de-escalation
• SLA awareness and prioritization

Training Plan:

• Product training (features, use cases, troubleshooting)
• Customer service skills
• Incident categorization and escalation procedures
• Regular product update briefings

11.3 Certification Requirements for SaaS

Required Certifications:

• At least 2 team members: OpenText Communications Certified Professional
• SaaS Operations Lead: ITIL Foundation or equivalent
• Security Lead: Information security certification (e.g., CISSP, Security+)

Tracking: IMS Owner maintains certification register with renewal dates; alerts sent 90 days before expiry.

12. Integration with Discipline Forums

Discipline forums are central to Swedwise's learning organization model:

12.1 Forum Structure

Each discipline forum:

• Meets monthly (minimum) for knowledge sharing
• Has designated forum lead (senior practitioner)
• Maintains shared knowledge repository
• Coordinates training activities and vendor relationships
• Supports members' professional development

12.2 Forum Activities as Training

Forum activities eligible for training credit:

• Formal technical presentations (1 hour = 1 training hour)
• Hands-on workshops and labs
• Case study reviews and problem-solving sessions
• Vendor-led training sessions arranged by forum
• Study groups for certification preparation

Documentation: Forum lead logs activities and participants; submitted to IMS Owner quarterly.

12.3 Cross-Forum Learning

Opportunities for learning across discipline boundaries:

• Quarterly "showcase" sessions where forums present to each other
• Integration projects requiring multi-discipline collaboration
• Shared challenges (e.g., security, cloud infrastructure)

13. Records to Maintain

Record	Retention Period	Location	Owner
Annual Training Plan	Current + 3 years	[TBD]	IMS Owner
Individual Training Plans	Employment duration + 1 year	[TBD]	Manager / HR
Individual Competence Records	Employment duration + 3 years	[TBD]	HR / IMS Owner
Training Activity Log	5 years	[TBD]	IMS Owner
Training Attendance Records	5 years	[TBD]	IMS Owner
Training Evaluation Results	3 years	[TBD]	IMS Owner
Mandatory Training Completion Records	3 years	[TBD]	IMS Owner
Certification Register	Current + 3 years	[TBD]	IMS Owner
Competence Assessment Forms	3 years	[TBD]	Manager / HR
Discipline Forum Activity Logs	3 years	[TBD]	Forum Lead

14. Key Performance Indicators

Training effectiveness measured through:

Metric	Target	Frequency	Owner
Mandatory training completion rate	≥ 95%	Monthly	IMS Owner
Average training hours per employee	≥ 40 hours/year	Annual	IMS Owner
Training satisfaction (Level 1)	≥ 4.0 / 5.0	Per training	IMS Owner
Training pass rate (Level 2)	≥ 80%	Per training	IMS Owner
Competence gap closure rate	≥ 70% of identified gaps	Annual	IMS Owner
Training budget utilization	80-100%	Quarterly	IMS Owner
Certification renewal compliance	100%	Quarterly	IMS Owner
Phishing simulation click rate	< 5%	Quarterly	CISO

Reporting: Training metrics reviewed in quarterly management reviews and annual IMS management review.

15. Related Documents

• SW-IMS-POL-001 - Integrated Management System Policy
• SW-ISMS-POL-001 - Information Security Policy
• SW-IMS-PRO-001 - Document Control Procedure
• SW-IMS-PRO-002 - Risk Assessment Procedure
• SW-IMS-PRO-005 - Management Review Procedure
• SW-IMS-FRM-007 - Training Request Form
• SW-IMS-FRM-008 - Competence Assessment Form
• SW-IMS-FRM-009 - Training Evaluation Survey
• SW-IMS-TRN-001 - Information Security Awareness Training
• SW-IMS-TRN-002 - Environmental Awareness Training
• SW-IMS-TRN-003 - Quality and Customer Focus Training
• SW-IMS-TRN-004 - GDPR and Data Protection Training

16. Continuous Improvement

This procedure is subject to continuous improvement based on:

• Training effectiveness evaluation results
• Audit findings and recommendations
• Employee feedback and suggestions
• Changes in business requirements or service offerings
• Best practice benchmarking
• Regulatory or standard requirement changes

Suggestions for improvement should be submitted to the IMS Owner.

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Appendix A: Role Competence Profile Template

Role Title: [e.g., Senior Consultant - OpenText]

Department: [e.g., Customer Success]

Reports To: [e.g., Head of Customer Success]

Core Competencies

Competency	Required Level	Notes
Communication	3 - Proficiency	Customer-facing role
Customer Focus	3 - Proficiency	Essential for consultants
Learning Mindset	3 - Proficiency	Technology evolves rapidly
Collaboration	3 - Proficiency	Team-based delivery

Professional Competencies

Competency	Required Level	Notes
OpenText Content Suite	3 - Proficiency	Core service offering
OpenText Communications	2 - Working Knowledge	Emerging service area
Project Management	2 - Working Knowledge	Customer project delivery
Requirements Analysis	3 - Proficiency	Understanding customer needs
Documentation and Knowledge Transfer	3 - Proficiency	Customer enablement

IMS Competencies (All Roles)

Competency	Required Level	Notes
Information Security Awareness	2 - Working Knowledge	Mandatory training
Environmental Awareness	1 - Awareness	Mandatory training
Quality Principles	2 - Working Knowledge	Customer expectations
Data Protection (GDPR)	2 - Working Knowledge	Customer data handling

Certifications

Required:

• OpenText Content Suite Certified Professional (or achievement within 12 months)

Preferred:

• PRINCE2 Foundation or PMP
• ITIL Foundation

Education and Experience

Education: Bachelor's degree in IT, Computer Science, or equivalent experience

Experience: 3+ years in software consulting or implementation role

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Appendix B: Training Evaluation Survey Template

Training Details

• Training Title: ___________________
• Date(s): ___________________
• Trainer/Provider: ___________________
• Your Name (optional): ___________________

Instructions: Rate each statement from 1 (Strongly Disagree) to 5 (Strongly Agree)

Relevance and Content

Statement	1	2	3	4	5
Learning objectives were clearly stated	☐	☐	☐	☐	☐
Content was relevant to my role	☐	☐	☐	☐	☐
Content level was appropriate (not too basic or advanced)	☐	☐	☐	☐	☐
Practical examples and exercises were valuable	☐	☐	☐	☐	☐
Training materials were clear and useful	☐	☐	☐	☐	☐

Delivery and Facilitation

Statement	1	2	3	4	5
Trainer was knowledgeable and engaging	☐	☐	☐	☐	☐
Duration and pace were appropriate	☐	☐	☐	☐	☐
Questions were encouraged and answered well	☐	☐	☐	☐	☐
Technology/platform worked well (if online)	☐	☐	☐	☐	☐

Outcomes

Statement	1	2	3	4	5
I achieved the learning objectives	☐	☐	☐	☐	☐
I can apply what I learned on the job	☐	☐	☐	☐	☐
I would recommend this training to colleagues	☐	☐	☐	☐	☐

Open Feedback

What were the most valuable aspects of this training?

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What could be improved?

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Additional comments or suggestions:

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Document Control

Version	Date	Author	Changes
1.0	[TBD]	[Author]	Initial release

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Approval

Role	Name	Signature	Date
IMS Owner
Head of Customer Success
Management Team Representative