Training Magazine - June 2008 - (Page 56)

CERTIFICATION PROGRAMS say their employees know what they’re doing. In fact, companies don’t stop with certifying their employees. Certification programs exist for third-party resellers and even customers, all with the intent of saving money, having more knowledgeable practitioners, and making operations smoother. But not all certification is mandatory. While many industries and professions that face governmental regulations have been using mandatory certification programs to make sure their employees know about and comply with those regulations, others use certification without the bludgeon of regulation. Without that stick, how do you make certification programs desirable enough that employees will want to participate? review time, and it helps us in succession planning.” For example, Lane’s department offers courses (computerbased and instructor-led) in skills that support the company’s core leadership values. Finance and accounting professionals can get certified in topics such as communication skills, presentation skills, and financial acumen. These certifications aren’t required, but Lane says participation is high because participants know that holding them can help them move up in the company. Alltel also has certification programs in project management and the various levels of Six Sigma. Some of these courses are created internally, such as a basic introduction to Six Sigma methodologies (“It’s sort of ‘Six Sigma for Dummies,’” Lane says). The company contracts with vendors to provide other certification programs, particularly the higher levels of Six Sigma. Alltel is a wireless communications company headquartered in Trainers at Alltel have the option to take an in-house certificaLittle Rock, AR, with service in 35 states and approximately 12 tion program in training skills. “We have a basic program for million customers. The company has 650 retail stores and call new trainers, who go through a series of classes in what they centers in 14 cities. Alltel’s IT and engineering employees have to need to know and be able to do,” Lane says.“But trainers also can take mandatory certification programs in topics such as safety, work toward a senior trainer designation, which helps them ergonomics, and other necessary knowledge for their jobs. Many when they want to move on to a higher level, such as a call cenof them also undertake third-party certifications, such as Cisco ter supervisor or a retail store manager.” certification in certain hardware. But for other employee popuThe reasoning behind the program was that trainers were lations, such as the company’s finance and accounting developing their skills at Alltel, and then moving on to other professionals, the only mandatory certification is maintaining companies once there was no higher-level training position professional designations such as their CPA status. Other than available to them. By offering the senior trainer program, Lane that, the company’s certification programs are voluntary. says, the company hoped to give these trainers a reason to stay “These are training classes offered by our department or by with Alltel. vendors, and they’re a step program where you finish various In this senior trainer program, participants attend training levels and it helps you get promoted or get considered for the either at the company or through a vendor. Their performance next-level job,” says Mindy Lane, vice president of corporate in the program then is evaluated based on the results of the training for Alltel. “Completing them shows you’ve spent time training they conduct. For example, at the end of call center developing yourself, so it helps participants at performance training, participants must take an assessment. The call center trainer is evaluated both by observation of his or her skills by a training manager and by the number of participants The American National Standards Institute (ANSI) has developed a standard who passed the assessment. for certification programs (International Standard ANSI/ISO/IEC 17024) that “We don’t want to just give statistics on who helps organizations to know whether their programs are valid and defensible. was there; we want to know the results,” Lane But ANSI also offers a two-day workshop that teaches the requirements of the stresses. “We want to know, are participants standard. The course covers: really getting better at training?” • Content, documents, and data that attendees are “personnel from corporaThat focus on results applies to other certifihelp document compliance with the tions, organizations, government, and cation programs, Lane says, because her standard; others operating certification programs, department focuses on results in many train• The terminology, documents, and and who want to learn more about pering initiatives aside from certification. “We’re a resources that will help with undersonnel certification accreditation.” The results-oriented company, and I came from the standing the standard’s requirements; cost of the course is $795 for ANSI operations world, where you constantly have • Areas of improvement an organization members, and $895 for non-members. to prove the value of what you’re doing,” she may need to address to meet the For more information, visit says.“We saw sales in a certain handset increase requirements; www.ansi.org and click on four- or fivefold after our sales folks took a • The details of the ANSI accreditation “Accreditation Services,” and then certification course provided by the manufacprocess. “2-Day Course” under “Personnel turer, which makes it worth investing the time ANSI’s Website says potential Certification Accreditation.” or money or both. But there’s no reason to invest if you don’t get any results.” Case Study: Alltel ANSI-ACCREDITED PROGRAMS 56 | JUNE 2008 t r a i n i n g w w w. t r a i n i n g m a g . c o m http://www.ansi.org http://www.trainingmag.com

Table of Contents Feed for the Digital Edition of Training Magazine - June 2008

Training Magazine - June 2008 Contents Online TOC Editor’s Note Live & Online Training Today Soapbox How-To World View Changes With Penguins Keeping Forced Ranking Out of Court Across the Board Certify Me Meetings CPR How Secure Is Your Data? Training Leadership Summit Wrap-Up Tools of the Trade Inprint Questions for Covey

Training Magazine - June 2008

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