Master Vendor Learning Model

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LearningTree.co.uk/Workforce • 0800 282 353

MASTER VENDOR LEARNING MODEL

5.1 MASTER VENDOR LEARNING MODEL

The complete end-to-end learning service aligned to your learning and development strategy and organisational goals.

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CONTENTS 1. Master Vendor Operating Model .................................................................... 4

2. Client Benefits & Deliverables ........................................................................ 5

3. Tiered Service Model ....................................................................................... 6

4. Service Components ....................................................................................... 7

5. Service Definitions .......................................................................................... 85.1 Tier 1 – Training Portal & Catalogue ............................................................................................................ 8

5.1.1 Capabilities and Usage ........................................................................................................................... 85.1.2 Secure & Stable ....................................................................................................................................... 85.1.3 Scalable .................................................................................................................................................... 85.1.4 Configurable & Intuitive .......................................................................................................................... 85.1.5 Advanced Reporting Capabilities .......................................................................................................... 8

5.2 Tier 2 – Service & Sourcing Management .................................................................................................... 95.2.1 Demand Planning .................................................................................................................................... 95.2.2 Service Implementation ........................................................................................................................ 105.2.3 Supplier Engagement ........................................................................................................................... 11

5.2.3.1 Direct Delivery – Learning Tree Curriculum ................................................................................ 115.2.3.2 Indirect Delivery – Approved Partner Network ............................................................................ 12

5.2.4 Service Delivery -Shared Service Centre ............................................................................................ 125.2.5 Management of Client Internal Courses .............................................................................................. 125.2.6 Training Administration ........................................................................................................................ 125.2.7 Quality Controls .................................................................................................................................... 135.2.8 Performance Monitoring and Reporting ............................................................................................. 14

5.2.8.1 Quarterly Performance Reviews ................................................................................................... 145.2.8.2 Annual Strategic Reviews ............................................................................................................. 14

5.3 Tier 3 – Strategy & Portfolio Management ................................................................................................. 155.3.1 Consulting and Requirements Analysis ............................................................................................. 155.3.2 Relationship Management .................................................................................................................... 155.3.3 Skills & Personal Competencies Management ................................................................................... 16

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5.3.4 Programme Design & Development ........................................................................................................ 175.3.4.1 Live Web Based Instructor Led Delivery ......................................................................................... 185.3.4.2 Web Based Training Modules – Self Paced Study ......................................................................... 19

Engaging, Effective Results .................................................................................................................... 19Any Time / Anywhere ............................................................................................................................... 20Localisation ............................................................................................................................................... 20Just in Time – At Point of Need ............................................................................................................... 20Hands-On Skills Practice ......................................................................................................................... 21Bespoke Hands-On Practice ................................................................................................................... 21

5.3.4.3 Web Based Training Modules – Self Paced Study .............................................................................. 215.3.5 Internal Trainer Management ................................................................................................................... 225.3.6 Incumbent or Remote Learning Manager ............................................................................................... 225.3.7 SME Coaching Services ........................................................................................................................... 235.3.8 Supplier Selection & Management .......................................................................................................... 23

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1. MASTER VENDOR OPERATING MODEL Learning Tree’s Master Vendor Operating Model is a tiered service model that covers the complete learning lifecycle and is scalable to meet your needs. We provide a suite of services that enables you to select the elements that meet their needs.

• Trusted Partner with 40+ year’s demonstrable training experience and global service capability

• Leverages both our proprietary learning content, experience, expertise and delivery through a managed supply chain.

• Quality metrics applied to all training provision

• In-class and online synchronous delivery options

• Online asynchronous delivery options • Learner resource portal • Global service capability • Shared Service Centre • Learning content design,

development and delivery • Alignment to Skills Frameworks and

Competency Models

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2. CLIENT BENEFITS & DELIVERABLES

• Managed Service aligned to your business need and L&D strategy

• Outsourced training administration to trusted master vendor

• Visibility and tracking of IT and Management skills within the organisation

• Cost efficiencies through consolidated spend, training optimisation and process efficiency

• Control through approval process and regular reporting without the administrative burden

• Complete end-to-end learning lifecycle service

• Increased learner effectiveness for both individuals and organisation

• Increased quality of training portfolio and delivery

• Low risk through our 100% Client satisfaction guarantee

• Wide choice of synchronous and asynchronous training content

• Training attendance options, in-class, live online and digital learning

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3. TIERED SERVICE MODEL

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4. SERVICE COMPONENTS Our approach is to provide a menu of components that can be selected individually or in any combination to best fit with your needs.

Tier 1 | Training Portal & Catalogue

24 x 7 Availability Access to learning resources

Catalogue of courses Access to electronic and web based learning

On-line booking, transfers and cancellations On demand, on-line reports

Approval process Scalable

Tier 2 | Service & Sourcing Management

Demand Planning Management of Client Internal Courses

Service Implementation Training Administration

Supplier Engagement Quality Controls

Service Delivery Performance Monitoring & Reports

Tier 3 | Strategy & Portfolio Management

Consulting and Requirements Analysis Internal Trainer Management

Relationship Management Incumbent or Remote Learning Manager

IT Skills & Personal Competencies Management SME Coaching Services

Programme Design & Development Supplier Selection & Management

Skills Assessments Workforce Optimisation

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5. SERVICE DEFINITIONS

5.1 Tier 1 – Training Portal & Catalogue Learning Tree utilises the SABA LMS tool which offers:

• Secure and stable platform; available 24/7 • Support the end-user, as well as Programme Administrators • Support learning delivery across multiple modalities • Online catalogue of proprietary and 3rd party courses. • Online learning resources • Online a-synchronous learning modules

The LMS has a range of capabilities that can be selected to align to your requirements:

5.1.1 Capabilities and Usage

5.1.2 Secure & Stable • Approval workflow for users

and transactions • Turnkey disaster recovery

• Global, cloud-based and co-locations for hardware

• Robust APIs • Able to log in to SABA 24/7/365

5.1.3 Scalable • Changes to user information and

transactional data in real time • Adjustable security to minimise risk

• Multiple course delivery methods (i.e. Web Based, Instructor Led and Virtual)

5.1.4 Configurable & Intuitive • Changes made on the user interface by

end-users vs. code by developers • Little to no training needed for

Client SABA Administrators

• Tailor the application to fit the Client business needs

• Manage, track and automate every aspect of learning for Client organisation

5.1.5 Advanced Reporting Capabilities • Delivered compliance reports • Ability to deliver report output on a

schedule and to a set group of individuals

• User has ability to create and customise reports

• Delivered reports on registrations, course completions and multi-part certifications

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5.2 Tier 2 – Service & Sourcing Management 5.2.1 Demand Planning During the implementation of our service and in strategic review meetings we will capture and review:

• Previous performance to identify trend patterns in training requirements

• Wait Lists due to surge demands • Learner feedback • New business objectives or projects that

will require upskilling staff

• Alignment of training plan to the organisational business plan

• Demand plans for each business area • Training needs arisen from

annual appraisals • Data from any Training Needs

Analysis conducted

Outcomes and recommendations will be reported back to the Client along with a Training Plan for the upcoming period. Course titles, frequency, location and audience will be agreed with the Client. On Client approval, our Supplier Manager and Service Delivery team will schedule training from our own portfolio and secure training from 3rd party vendors where required. All training solutions will be submitted to the Client for approval.

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1. Stakeholder Engagement

2. Service Design & Planning

4. Service Testing

5. Service Launch

3. Service Implementation

5.2.2 Service Implementation We will follow a 5 step implementation plan.

We will work with our Client’s project team to:

• Establish a communication plan within the team and to Client stakeholders

• Define roles and responsibilities • Identify work packages and owners,

decision making authorities • Set project dates and milestones

• Review demand plans and wait lists • Identify any risks or dependencies on the

implementation. • Agree, produce and baseline an

implementation project plan

For each stage our Implementation team will apply project controls and report progress to our Client Stakeholders at the dates and milestones agreed in the implementation plan.

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5.2.3 Supplier Engagement

5.2.3.1 Direct Delivery – Learning Tree Curriculum

We offer a broad proprietary library of intensive instructor-led courses from one to five days in length, which comprises of 345 different course titles representing 4,503 hours of training, including 122 multi-day IT course titles, 70 multi-day management course titles, and 153 1-Day Express course titles. Our proprietary content enables us to develop custom courses efficiently and quickly to serve Client needs.

Our courses are designed by ‘Real World’ Practitioners and our team approach ensures that when you take a Learning Tree course you will be exposed to a wide range of ideas and practical approaches applicable to your environment, as opposed to the narrower viewpoint and experiences of a single practitioner or trainer. All courses contain facilitated hands-on and workshop activities to reinforce absorption of information and skills transfer. Every learner receives a complete resource package including a full set of course materials. Learners are encouraged to make notes and annotations throughout the course so they have a personalised reference manual to take away with them. An electronic copy of their course materials is available after their class via our learner portal, My Learning Tree.

Learners learn from Expert Instructors who are active practitioners working in their field of expertise. They're great communicators who excel at transferring experience and wisdom with clarity and enthusiasm, and who really care that you achieve the understanding you seek. Our Instructors are vetted through our extensive qualification process. Before becoming certified to teach for Learning Tree, each instructor must complete a rigorous and time-tested, four-tier, “pass or fail” vetting and training process. Learning Tree has built this model for its instructor pool on the belief that active working practitioners and consultants make the best candidates for instructors because of their breadth of hands-on, problem-solving experience within real-life scenarios and ability to stay on top of the latest industry trends. Our instructors bring to their courses industry-specific curriculum experience and average more than 15 years of professional experience in their field.

Our courses are designed by ‘Real World’ Practitioners

and our team approach ensures that when you take a Learning Tree course you

will be exposed to a wide range of ideas and practical

approaches applicable to your environment

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5.2.3.2 Indirect Delivery – Approved Partner Network Whilst our training curriculum is comprehensive, we recognise that Client’s will have requirements that fall outside our curriculum. We also acknowledge that Client’s may have good relationships with established niche suppliers that they wish to continue working with. Our approach is to work with preferred incumbent and new suppliers in one all in compassing Managed Learning Service that delivers, value, quality, consistency and the desired outcomes for each learning intervention. Our Supplier Manager and Service Delivery team will be responsible for the selection, quality and performance of our network of approved partners. They will manage the service levels and performance for every intervention. We partner with niche high quality suppliers specialising in skill areas that complement our own curriculum and standards.

5.2.4 Service Delivery -Shared Service Centre Our Service Delivery teams administer training for multiple Clients including training administration, training delivery and international vendor management. The team will take ownership of scheduling, planning and delivering all training solutions. They will establish and follow pre-agreed processes with the Client. They adopt a project management approach for the scheduling and delivery of courses incorporating the following controls and planning processes which are conducted on a continuous cycle:

• Client solution planning and review meetings

• Project plans for all development work • Configuration Management system for

controlling all documents, course supplies and equipment.

• Approval processes to commit resource and facilities to each event

• Course planning meetings involving service delivery and operational, technical, shipping, production, instructor relations, course development, venues/facilities

• Pro-active communication to the Client of event logistics.

• Course review meeting to analyse performance, identify areas for improvement and implement corrective actions.

• Quality assurance is a key metric for Learning Tree and we have robust processes in place for our training solutions.

5.2.5 Management of Client Internal Courses To be effective and current, internal training programmes require ongoing management, review and improvement. Our service offers to take responsibility of the day to day management and administration of these programmes we report performance back to the Client allowing them to remain in control of decision making, content and required outcomes of these programmes.

5.2.6 Training Administration Our Service Delivery Team utilise their experience, expertise as well as our processes and systems to remove your L&D administrative burden allowing you to concentrate on your business goals.

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5.2.7 Quality Controls Learning Tree is IS9001:2008 accredited and operates to a business management system that defines approach, responsibilities and procedures for all aspects of our business and Client care. The business model incorporates management responsibility, measurement, analysis and improvement, quality assurance, product control, service delivery and process flow diagrams. Learning Tree operates an internal quality assurance system that assures compliance to Learning Tree’s business management system.

We are committed to continuous improvement and review the quality of our training programmes and service on a continuous cycle.

• Service Levels are agreed with each Client,

monitored on a continuous cycle and included in monthly reporting.

• All learners are asked to complete an end of course Kirkpatrick Level 1 evaluation through which we capture the performance of the event, ensure the learner’s personal objectives have been met and ensure we have fulfilled the learner’s expectations of us as training provider and met our own rigorous performance standards.

• Learner evaluations are reviewed internally by the Service Delivery Team, Account Management Team and Internal Stakeholders. Operational feedback is discussed in a weekly course review meeting and tracked to resolution on a centralised database.

• To ensure continuity of Instructors each course has an Instructor Selection criteria, detailing both academic and practical subject matter expertise and extensive relevant experience.

• The structure of Learning Tree courses ensures that all Instructors cover the same material on any given course title, facilitate the same exercises and workshops and follow the same course timeline whilst giving the value add of the Instructor’s real time experience.

• All Instructors are provided with Instructor Guides, designed by the Course Author, to provide recommendations and supporting

information for each course slide and activity.

• Learning Tree’s continuous professional development programme for Instructors not only monitors Instructor delivery but provides coaching, mentoring and assessments to ensure continuity of Instructor’s classroom management and course delivery skills.

• Each course is controlled by a Product Manager who as the Change Authority, reviews learner and Instructor feedback with the development team and schedules course improvement revisions on a continuous basis.

• Each Learning Tree course has an appointed technical editor whose role is to review the material produced by the Course Author for technical accuracy and consistency.

• Learning Tree's publications department includes a team of editors who perform editorial reviews against our in-house design standards to ensure accuracy and standardisation prior to release of the product and subsequent release of course revisions.

• Production process includes a quality assurance check on all course components against the materials packing list prior to delivery to the course site.

• All approved suppliers are subject to quality and financial vetting checks and continuous monitoring.

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5.2.8 Performance Monitoring and Reporting To monitor and manage the quality of our service, we agree, implement and manage a Service Level Agreement. Service Levels would be reported back in the agreed Management Information reporting and reviewed at agreed intervals

• Quality of Administration Service • Quality of Training Material • Quality of Instructors

Quality of Account Management Detailed below are the reports that can be produced as part of the overall contact. Typically reports are produced quarterly but can be produced on a more frequent basis if required. Report content and frequency will be agreed and scoped into the service agreement.

• Enquiries taken • Courses scheduled • Courses completed • Courses cancelled • Courses transferred • Course non-attendance

• Course optimisation Wait Lists • Learner Feedback and Course

Quality Metrics • Service Level Performance • Evaluation Scores

5.2.8.1 Quarterly Performance Reviews Quarterly performance reviews are scheduled with our Clients to review the service within the quarter and capture any process, service change requests or improvements.

5.2.8.2 Annual Strategic Reviews An in-depth review is conducted annually to review performance over the last 12 months. This also covers continuous service improvements that have been implemented for the upcoming 12 months, capture demand forecasts and alignment to business strategy.

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5.3 Tier 3 – Strategy & Portfolio Management 5.3.1 Consulting and Requirements Analysis As a global provider, we have worldwide pool of 600+ Expert Consultants and Subject Matter Experts in their field. In addition to delivering training they support Clients with requirements analysis, learning and development design, talent management, talent management and succession planning.

5.3.2 Relationship Management Our Client Solutions team will work closely with Clients to provide a high level of management and administration support. Your chosen solution will be managed via a dedicated Client Solutions Manager, who will gain a full understanding of your requirement, provide guidance and advice, then ensure the right solution is built to address your need. You will also be supported by a Service Delivery team focused on supporting the training programme for the duration of the contract. They will facilitate all administration and logistics to ensure a smooth and seamless training delivery.

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5.3.3 Skills & Personal Competencies Management Skills & Personal Competencies Management is largely achieved by improving the design, development and delivery of workforce training in accordance with organisational priorities, creating skills and competencies framework, identify job roles, and the required Knowledge, Skills and Abilities (KSAs) to perform on the job. With Learning Tree’s Workforce Optimisation Solution, you will be able to:

• Develop and implement performance improvements

• Improve resource allocation and rapid deployment

• Establish clear performance expectations • Provide training to accomplish shared goals

• Increase employee satisfaction and retention

• Leverage an industry best practice skills framework

• Assess skill levels within your organisation • Track skills in short supply

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5.3.4 Programme Design & Development Learning Tree has oer 40 years of experience in designing and delivering premium training courses that meet the needs and fulfil the expectations of our Clients. Learning Tree courses recognise different learning styles and these differences are built into our course design and delivery. Synchronous delivery is through a blend of instructional and facilitated dialogue and activity. Each course is designed to provide a significant portion of course content delivered using facilitated hands-on activity based classroom interactions.

We use our continuously market-tested proprietary courseware to form the basis for Client specific alignment where required. We have extensive experience in creating customised solutions managed through a defined governance process to ensure cultural alignment. Where an approved partner’s custom development is required we will work with the selected supplier to follow the same model.

Identification • Steakholder Engagement • Scope of Learning • Desired Outcomes • Timescales • Development Plan

Validation • Course Objectives • Target Audience • Course Topics • Approval/Baselining

Validation • Client review of development materials

Development • Programme Designer • Publlication and Editorial Team

Testing • Pilot Delivery • Learner and Stakeholder Feedback • Implement agreed improvements

Continous Review • Events Performance Reports • Review Meetings • Implement agreed improvements

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5.3.4.1 Live Web Based Instructor Led Delivery Live Instructor led training can be delivered in-class, online or a combination of in-class attendees and online attendees connecting from disparate locations.

Learning Tree AnyWare™ is an online training tool that enables our Client’s staff to participate in live training from their local office or from home. Your staff will experience the same hands-on, results-oriented classroom training without leaving work, home or their local area. They connect in real time using AnyWare™, Learning Tree's web-based, remote-attendance platform to:

• Enjoy a broad choice of courses and dates.

• Communicate easily in real time with your course instructor and classmates – ask questions, get clarification and contribute your insights.

• Control a Skytap virtual machine in the cloud dedicated entirely to you, using your AnyWare™ interface. Your instructor will be able to see exactly how you’re doing and can interactively offer concrete help.

• Avoid time-consuming commutes.

• Eliminate travel expenses.

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AnyWare Dashboard

Course Slides - see Instructor's handwritten notes in real time

Live video feed - see and hear the live classroom presentation

AnyWare Dashboard - chime In, ask questions or comment at any time, get Assistance, get real-time technical help

Hands-On Exercises - perform all the hands-on exercises and collaborate in breakout sessions

Instant chat - communicate with your instructor and fellow participants.

Online participants- see who’s online with you.

Online attendees receive a personal AnyWare™ course kit, which includes course

materials, complete AnyWare™ instructions, a microphone equipped headset plus contact information for live, technical support.

5.3.4.2 Web Based Training Modules – Self Paced Study Learning Tree Web Based Training (WBT) incorporates best practices for asynchronous/self-paced learning that engage learners and increase the chances of knowledge retention over the long term.

WBT works exceptionally for effective and consistent technical procedural training. All modules are AICC and SCORM conformant, supporting SCORM 1.2 through SCORM 2004 4th Edition as well as Tin Can API, enabling orhanisations to monitor user progress and performance via their LMS.

Modules may be of any duration, though typically they are up to two hours of content broken up into sections of 15 minutes or less to allow for the most flexibility for the end users. Modules can contain audio narration and complete transcripts throughout the session.

Engaging, Effective Results Each module is a visually rich multimedia experience that includes audio, some video, and poignant animation to reinforce learning points. Each section contains exercises, scenarios, case studies, or other activities intended to better engage the learner, leading to better long-term retention of the knowledge gained.

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Any Time / Anywhere Any Time is a live recording of the instructor delivering the learning which is made available as a video file accessed via a link on your intranet or via your Moodle (or other LMS) platform. This provides greater flexibility in a high-quality format, allowing for learners to access the content when it best suits them, rather than having to attend a live course at a specified time, provided they have access to the internet.

Learners may also choose to space out the training over a series of intervals taken at regular times over a certain period of time – particularly useful where there is a team whose members are unable to be out the office for long periods of time.

Localisation We offer a number of different options for localisation - this can be self-paced multi-language learning, where the learning is delivered in English language, with an option for the learner to switch on audio narration or audio transcript (subtitles overlaid). Essentially, during the skills-assessment phase, we will work with you to recommend the format of learning that works best for the local audience (per country or business unit) and the specific learning needs to ensure the best outcomes are achieved.

Just in Time – At Point of Need We can also develop small, bite-sized resources which contain the key “how to points.” These enable learners to access content on a “just in time” basis when they require the specific knowledge to perform a certain task.

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Hands-On Skills Practice WBT may also be combined with our Computing Sandbox Technology to enable learners to gain practical hands-on skills in a particular technology area. The Sandbox is a preconfigured virtual machine that provides learners remote access to the software demonstrated in the course module. With the Computing Sandbox, learners can practice skills learned in the WBT module or simply experiment with the system and/or software.

Bespoke Hands-On Practice Our AdaptaLearn Tool works with the Sandbox to enable learners to tailor the WBT module's hands-on exercises, thereby providing an individualised learning experience that best fits with the learner's current background and skill level.

5.3.4.3 Web Based Training Modules – Self Paced Study Learning Tree offers a variety of online resources:

• Podcasts • SME Blogs • Case Study White Papers • Industry Insights • Position Papers

Resources can be viewed at https://resources.learningtree.co.uk/resources.aspx Blogs can be viewed at https://resources.learningtree.co.uk/blogs.aspx

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5.3.5 Internal Trainer Management

Learning Tree operates an Instructor recruitment, vetting, qualification and CPD programme that is available and can be customised to on-board and manages Client Internal trainers.

The extensive training programme, not only prepares instructors to deliver Learning Tree courses, but provides ample time between training milestones to allow for retention and preparation for the next training stage. Once qualified, Instructors have access to an Instructor Continuous Professional Development Programme which is available to all Learning Tree Instructors and is a visible commitment by Learning Tree towards both instructors and course learners. This Programme provides an integrated approach to CPD for all instructors which are a blend of business process and practical coaching.

5.3.6 Incumbent or Remote Learning Manager If you are looking to outsource all or an element or your learning and development resource we will provide a dedicated Learning Manager to work exclusively as, or within, your L&D function. Learning Managers can be incumbent within your organisation or can provide a remote dedicated service.

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5.3.7 SME Coaching Services Learning Tree can provide on-site coaching by having one or more of our expert instructor-coaches working in your facility directly with your project team. Our expert instructor-coaches have 20+ years of real-world experience coaching project teams that are engaged in changing methods and processes. The expert instructor-coach will work side-by-side with your project team, and will enhance the skills and competencies of your project teams, while coaching and guiding them to quickly and successfully overcome obstacles to implement long-term performance change.

5.3.8 Supplier Selection & Management Our approach will be to provide the best value and quality solution for each Client learning requirement. Our Supplier Manager will continuously source and negotiate with approved partners on your behalf to fulfil training requirements that can’t be serviced from our own training curriculum. Our own quality metrics will be applied to ensure our approved partners solutions complements our own standards and delivers a continuous level of learning to our Client. We will ensure that contractual arrangements are in place with suppliers. As required, we review the performance, value and cost efficiency of the Client’s existing supplier base and make recommendations to the Client. Where existing suppliers retained we will work with them on an ongoing basis.

Our Supplier Manager will assume responsibility for:

• Supplier Sourcing and Selection • Supplier negotiation and contracting • Supplier adherence to service levels

and processes

• Supplier Quality Management • Supplier Communication

READY TO TALK TO AN EXPERT? Please Call 0800 282 353 or Visit LearningTree.co.uk/Workforce

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