Hubwoo Solutions
Standard Hubwoo Word Document Template
Draft
1.0
Hubwoo Onboarding Plan
GCS Customercare EU/AP
|
Reference |
HUB_GCS_DOC_V1 0 Onboarding Plan For Alexander OMIUNU.Doc |
|
Version |
1.0 |
|
Date |
August 27, 2015 |
1. Training Plan
Your customized Training Plan is detailed below:
1.1 Introduction to Hubwoo
At the end of this Training Phase, the new hire will be oriented on:
- An overview of internal company policies and HR procedures, Payroll, Benefits, and Health Care Provider, referenced in the Hubwoo Employee Handbook and corresponding documents
- An overview of Hubwoo: it’s history, organizational structure, global locations, and global and local teams
- The standard of business conduct expected to be exhibited by Hubwoo employees in relation to the Hubwoo Employee Handbook
- An overview of internal IT policies, procedures, and resources
- An overview of the new hire onboarding process; training expectations, agendas, and schedules; team dynamics, and KPIs
|
Day 1 |
|
|
|
1 |
Introduction to Hubwoo |
Duration (mins) |
|
1.1 |
HR Orientation |
60 |
|
1.2 |
Company Overview |
120 |
|
1.3 |
IT Orientation |
30 |
|
1.4 |
Team Orientation |
30 |
1.2 Source-to-Pay Overview
At the end of this Training Phase, the new hire will be oriented on:
- An overview of ERP, SRM, and Supply Chain Management
- The basic Source-to-Pay functions and processes
- The basics of the Source-to-Pay cycle
- The roles and responsibilities of each team in relation to the Source-to-Pay cycle
- The main Hubwoo clients: buyers and suppliers
- The basic purpose of each Hubwoo technology, and how the technologies are connected to each other in relation to the Source-to-Pay cycle
- The basics of how Hubwoo platforms are connected to each other in relation to the Source-to-Pay cycle
|
Day 2 |
|
|
|
2 |
Source-to-Pay Overview |
|
|
2.1 |
Source-to-Pay Overview |
240 |
1.3 Resources and References
At the end of this Training Phase, the new hire will be oriented on:
- Where to find and save user guides, training slides, knowledge articles, and other documents necessary to assist the employee in executing their job requirements
|
Day 3 |
|
|
|
3 |
Resources and References |
Duration (mins) |
|
3.1 |
Resource Orientation |
60 |
|
3.2 |
Ticketing Tool Overview (IMS) |
60 |
1.4 Technology-Specific Overview : eSource
At the end of this Training Phase, the new hire will be oriented on:
- An overview of the eSource technology, and the basic functionalities they need to be able to administer and support Hubwoo customers
|
Day 4 |
eSource Module |
|
|
4 |
Introduction to eSourcing Activity (Clients & Systems) |
30 |
|
5 |
User Account management |
120 |
|
5.1 |
Practical Application: Actual and Mock Issues |
270 |
|
5.2 |
Assessment |
30 |
|
Day 5 |
|
|
|
6 |
Enterprise Sourcing > RFX & Project Management |
|
|
6.1 |
Creating Project, Creating RFX from project |
60 |
|
6.2 |
Creating RFX: Header, Exchange Rates, Information, Attachments, Suppliers |
90 |
|
6.3 |
Creating RFX: Questions, Introduction to Scoring |
90 |
|
6.4 |
Practical Application: Actual and Mock Issues |
210 |
|
Day 6 |
|
|
|
6.5 |
Creating RFX: Scoring, Document Setup |
150 |
|
6.6 |
Creating RFX: Line items import/export, Line Item Set-up (Pricing Models, Group Visibility); |
120 |
|
6.7 |
Publishing RFX, RFX supplier side view, Trainees participate in RFX; Buy-side Reports |
90 |
|
6.8 |
Practical Application: Actual and Mock Issues |
60 |
|
6.9 |
Assessment |
30 |
|
Day 7 |
|
|
|
7 |
Enterprise Sourcing > Auction |
|
|
7.1 |
Different auction types; Auction creation (Header, Schedule, Information, Bidders) |
120 |
|
7.2 |
Auction creation: Line item creation (manual/via import file, Single/Packaged); Bidding rules |
120 |
|
7.3 |
Publishing Auction, Supplier side view, Trainees participate in Auction; Auction monitor & Buy-side Reports |
120 |
|
7.4 |
Practical Application: Actual and Mock Issues |
60 |
|
7.5 |
Assessment |
30 |
|
Day 8 |
|
|
|
8 |
Contract Management |
60 |
|
9 |
eSourcing Processes |
90 |
|
10 |
Week 1 Assessment |
60 |
1.5 Incident Management
At the end of this Training Phase, the new hire will be oriented on:
- An overview of the GCS Customercare support processes
- An overview of the GCS Customercare Ticketing process
- Hubwoo quality audit parameters
|
Day 9 |
|
|
|
11 |
Incident Management |
|
|
11.1 |
Support Process Overview |
60 |
|
11.2 |
GCS Customercare Ticketing Process |
120 |
|
11.2.1 |
60 |
|
|
11.3 |
Quality Audits |
60 |
|
11.3.1 |
Exercise: Mock Ticket Audit |
30 |
1.6 Customer Service and Soft Skills : Business and E-Mail Writing
At the end of this Training Phase, the new hire will be oriented on:
- An overview of the fundamental concepts of customer service practices and the total customer experience
- Written communication skills in relation to Hubwoo standards
|
Day 10 |
|
|
|
12 |
Customer Service and Soft Skills |
|
|
12.1 |
Business and E-mail Writing |
90 |
|
12.1.1 |
Exercise: E-mail Writing |
30 |
1.6.1 Nesting: eSource
At the end of this Nesting phase, the new hire will be oriented on:
- The practical application of the knowledge gained for the eSource technology
- The practical application of Hubwoo Incident Management for the eSource technology
- The practical application of Customer Service and Soft Skills
|
Day 11-15 |
|
|
|
|
Actual Tickets: eSource |
450 |
1.7 Technology-Specific Overview: The Business Network (Portal)
At the end of this Training Phase, the new hire will be oriented on:
- An overview of The Business Network (Portal), and the basic functionalities they need to be able to administer and support Hubwoo customers
|
Day 16 |
|
|
|
12 |
Technology Specific Overview |
|
|
12.1 |
The Business Network Overview |
120 |
|
12.1.1 |
Assessment |
30 |
1.8 Technology-Specific Overview: eContent
At the end of this Training Phase, the new hire will be oriented on:
- An overview of the eContent technology, and the basic functionalities they need to be able to administer and support Hubwoo customers
|
Day 17 |
|
|
|
12.2 |
eContent Overview |
30 |
|
12.2.1 |
Assessment |
30 |
|
12.3 |
Catalog Manager Supplier Overview |
120 |
|
Day 18 |
|
|
|
12.4 |
Catalog Manager Buyer Overview |
120 |
|
12.4.1 |
Assessment |
30 |
|
12.5 |
Search Overview |
60 |
|
12.5.1 |
Assessment |
30 |
|
12.6 |
Quick Quote Overview |
120 |
|
12.6.1 |
Assessment |
30 |
1.8.1 Nesting: eContent and The Business Networ k
At the end of this Nesting phase, the new hire will be oriented on:
- The practical application of the knowledge gained for the technology
- The practical application of Hubwoo Incident Management for the technology
- The practical application of Customer Service and Soft Skills
|
Day 19 |
|
|
|
|
Actual Issues: eContent and The Business Network |
450 |
1.9 Technology-Specific Overview: eConnect
At the end of this Training Phase, the new hire will be oriented on:
- An overview of the eConnect technology, and the basic functionalities they need to be able to administer and support Hubwoo customers
|
Day 20 |
|
|
|
12.7 |
eConnect Overview (Document Exchange) |
120 |
|
12.7.1 |
Assessment |
30 |
|
Day 21 |
|
|
|
12.8 |
||
|
12.8.1 |
NPO Invoice |
45 |
|
12.8.2 |
Entry Sheets |
45 |
|
12.8.3 |
Assessment |
30 |
1.10 Technology-Specific Overview: eBuy
At the end of this Training Phase, the new hire will be oriented on:
- An overview of the eConnect technology, and the basic functionalities they need to be able to administer and support Hubwoo customers
|
Day 22 |
eBuy 4 Introduction |
2 hours |
|
13 |
Overview |
|
|
13.1 |
System Requirements |
|
|
13.2 |
Connecting to the Platform |
|
|
13.3 |
Discovering the Platform |
|
|
13.4 |
Available Roles |
|
|
13.4.1 |
Assessment |
|
|
|
|
|
|
|
|
|
|
Day 23 |
eBuy Admin |
2 Hours |
|
13.5 |
Manage Passwords |
|
|
13.6 |
Available Roles |
|
|
13.7 |
Managing Users |
|
|
13.8 |
User Attributes Maintenance |
|
|
13.9 |
Creating a User Account |
|
|
13.10 |
Consulting and Blocking a User Account |
|
|
13.11 |
Shopping Cart Creation |
|
|
13.12 |
Purchase Order Management |
|
|
13.13 |
Confirmation of Goods Receipt |
|
|
13.13.1 |
Assessment |
|
1.10.1 Nesting: eConnect and eBuy
At the end of this Nesting phase, the new hire will be oriented on:
- The practical application of the knowledge gained for the technology
- The practical application of Hubwoo Incident Management for the technology
- The practical application of Customer Service and Soft Skills
|
Day 24-28 |
|
|
|
|
Actual Issues: eContent and The Business Network |
450 |
1.11 Customer Service and Soft Skills: Call Handling
At the end of this Training Phase, the new hire will be oriented on:
- An overview of the fundamental concepts of customer service practices and the total customer experience
- Written communication skills in relation to Hubwoo standards
- Telephone etiquette and call handling in relation to Hubwoo standards
- Techniques to enhance communication skills
- Hubwoo quality audit parameters
|
Day 29 |
|
|
|
14 |
Telephone Etiquette |
120 |
|
14.1 |
Assessment: Mock Calls |
30 |
|
15 |
Questioning Skills |
60 |
1.12 Troubleshooting
At the end of this Training Phase, the new hire will be oriented on:
- An overview of the basic guiding principles in root cause analysis and effectively tracing a problem to its origin
- The practical application of said techniques in relation to the new hire’s duties and tasks
|
Day 30 |
|
|
|
39 |
Troubleshooting |
|
|
39.1 |
Basic Troubleshooting: Overview |
120 |
1.13 Nesting
At the end of the Nesting phase, the new hire will be oriented on:
- The practical application of the knowledge gained per Hubwoo technology
- The practical application of Hubwoo Incident Management
- The practical application of Customer Service and Skills
- The practical application of Troubleshooting and Root Cause analysis per Hubwoo technology
|
Day 31-35 |
|
|
|
40 |
Nesting |
|
|
|
Actual Issues: Tickets and Calls |
|
Appendix A: Attendance Sheet
|
Day 1 |
|
Attendee Name and Signature |
||
|
1 |
Introduction to Hubwoo |
|
||
|
1.1 |
HR Orientation |
|
||
|
1.2 |
Company Overview |
|
||
|
1.3 |
IT Orientation |
|
||
|
1.4 |
Team Orientation |
|
||
|
Day 2 |
|
|
||
|
2 |
Source-to-Pay Overview |
|
||
|
2.1 |
Source-to-Pay Overview |
|
||
|
Day 3 |
|
|
||
|
3 |
Resources and References |
|
||
|
3.1 |
Resource Orientation |
|
||
|
3.2 |
Ticketing Tool Overview (IMS) |
|
||
|
Day 4 |
eSource Module |
|
||
|
4 |
Introduction to eSourcing Activity (Clients & Systems) |
|
||
|
5 |
User Account management |
|
||
|
5.1 |
Practical Application: Actual and Mock Issues |
|
||
|
5.2 |
Assessment |
|
||
|
Day 5 |
|
|
||
|
6 |
Enterprise Sourcing > RFX & Project Management |
|
||
|
6.1 |
Creating Project, Creating RFX from project |
|
||
|
6.2 |
Creating RFX: Header, Exchange Rates, Information, Attachments, Suppliers |
|
||
|
6.3 |
Creating RFX: Questions, Introduction to Scoring |
|
||
|
6.4 |
Practical Application: Actual and Mock Issues |
|
||
|
Day 6 |
|
|
||
|
6.5 |
Creating RFX: Scoring, Document Setup |
|
||
|
6.6 |
Creating RFX: Line items import/export, Line Item Set-up (Pricing Models, Group Visibility); |
|
||
|
6.7 |
Publishing RFX, RFX supplier side view, Trainees participate in RFX; Buy-side Reports |
|
||
|
6.8 |
Practical Application: Actual and Mock Issues |
|
||
|
6.9 |
Assessment |
|
||
|
Day 7 |
|
|
||
|
7 |
Enterprise Sourcing > Auction |
|
||
|
7.1 |
Different auction types; Auction creation (Header, Schedule, Information, Bidders) |
|
||
|
7.2 |
Auction creation: Line item creation (manual/via import file, Single/Packaged); Bidding rules |
|
||
|
7.3 |
Publishing Auction, Supplier side view, Trainees participate in Auction; Auction monitor & Buy-side Reports |
|
||
|
7.4 |
Practical Application: Actual and Mock Issues |
|
||
|
7.5 |
Assessment |
|
||
|
Day 8 |
|
|
||
|
8 |
Contract Management |
|
||
|
9 |
eSourcing Processes |
|
||
|
10 |
Week 1 Assessment |
|
||
|
Day 9 |
|
|
||
|
11 |
Incident Management |
|
||
|
11.1 |
Support Process Overview |
|
||
|
11.2 |
GCS Customercare Ticketing Process |
|
||
|
11.2.1 |
|
|||
|
11.3 |
Quality Audits |
|
||
|
11.3.1 |
Exercise: Mock Ticket Audit |
|
||
|
Day 10 |
|
|
||
|
12 |
Customer Service and Soft Skills |
|
||
|
12.1 |
Business and E-mail Writing |
|
||
|
12.1.1 |
Exercise: E-mail Writing |
|
||
|
Day 16 |
|
|
||
|
12 |
Technology Specific Overview |
|
||
|
12.1 |
The Business Network Overview |
|
||
|
12.1.1 |
Assessment |
|
||
|
Day 17 |
|
|
||
|
12.2 |
eContent Overview |
|
||
|
12.2.1 |
Assessment |
|
||
|
12.3 |
Catalog Manager Supplier Overview |
|
||
|
Day 18 |
|
|
||
|
12.4 |
Catalog Manager Buyer Overview |
|
||
|
12.4.1 |
Assessment |
|
||
|
12.5 |
Search Overview |
|
||
|
12.5.1 |
Assessment |
|
||
|
12.6 |
Quick Quote Overview |
|
||
|
12.6.1 |
Assessment |
|
||
|
Day 20 |
|
|
||
|
12.7 |
eConnect Overview (Document Exchange) |
|
||
|
12.7.1 |
Assessment |
|
||
|
Day 21 |
|
|
||
|
12.8 |
|
|||
|
12.8.1 |
NPO Invoice |
|
||
|
12.8.2 |
Entry Sheets |
|
||
|
12.8.3 |
Assessment |
|
||
|
Day 22 |
eBuy 4 Introduction |
|
||
|
13 |
Overview |
|
||
|
13.1 |
System Requirements |
|
||
|
13.2 |
Connecting to the Platform |
|
||
|
13.3 |
Discovering the Platform |
|
||
|
13.4 |
Available Roles |
|
||
|
13.4.1 |
Assessment |
|
||
|
Day 23 |
eBuy Admin |
|
||
|
13.5 |
Manage Passwords |
|
||
|
13.6 |
Available Roles |
|
||
|
13.7 |
Managing Users |
|
||
|
13.8 |
User Attributes Maintenance |
|
||
|
13.9 |
Creating a User Account |
|
||
|
13.10 |
Consulting and Blocking a User Account |
|
||
|
13.11 |
Shopping Cart Creation |
|
||
|
13.12 |
Purchase Order Management |
|
||
|
13.13 |
Confirmation of Goods Receipt |
|
||
|
13.13.1 |
Assessment |
|
||
|
Day 24 |
|
|
||
|
14 |
Telephone Etiquette |
|
||
|
14.1 |
Assessment: Mock Calls |
|
||
|
15 |
Questioning Skills |
|
||
|
Day 25 |
|
|
||
|
39 |
Troubleshooting |
|
||
|
39.1 |
Basic Troubleshooting: Overview |
|
||