{"id":58376,"date":"2020-10-01T06:00:18","date_gmt":"2020-10-01T10:00:18","guid":{"rendered":"https:\/\/trainingindustry.com\/?post_type=articles&p=58376"},"modified":"2020-09-28T11:53:00","modified_gmt":"2020-09-28T15:53:00","slug":"leading-a-great-training-organization-administration-and-vendor-services","status":"publish","type":"articles","link":"https:\/\/trainingindustry.com\/articles\/strategy-alignment-and-planning\/leading-a-great-training-organization-administration-and-vendor-services\/","title":{"rendered":"Leading a Great Training Organization: Administration and Vendor Services"},"author":52,"featured_media":58384,"template":"","tags":[22733,3155,20653,5323,1644,2764,22735],"class_list":["post-58376","articles","type-articles","status-publish","has-post-thumbnail","hentry","tag-administrative-services","tag-cptmcert","tag-great-training-organization","tag-gto","tag-training-administration","tag-vendor-management","tag-vendor-services","global_topic_tax-learning-services-and-outsourcing","global_topic_tax-strategy-alignment-and-planning"],"acf":{"sponsored":false,"gated":false,"gated_content_type":"","file_attachment":null,"gated_content":"","form_instruction_header":"To access the full article, please fill out the form below:","pardot_html_embed":"","author_override":true,"author_name":"Taryn Oesch DeLong, CPTM","author_image":42036,"author_bio":"Taryn Oesch DeLong, CPTM, is the award-winning managing editor for digital content at Training Industry, Inc., and co-host of\u00a0The Business of Learning<\/a>, the Training Industry podcast.","excerpt":"Great training organizations excel at many processes and practices, but there is one capability at their foundation: administrative services.","main_content":"Great training organizations excel at many processes and practices, but there is one capability at their foundation: administrative services. When this capability is in place, an organization can deliver a seamless experience for training administrators and learners alike.\r\n\r\nAccording to longitudinal research by Training Industry, Inc.<\/a>, most training professionals rate administrative services as less important than others, and only about one-fifth report strong performance in this area at their organization. The exceptions are in government agencies and medical industries; training professionals who work in government place administrative services in the five most important process capabilities, and professionals who work in the government and medical sectors rate it as their highest-performing process capability.\r\n

Administrative Services: A Baseline Capability<\/h2>\r\n\u201cGovernment agencies use a procurement process for most administrative services,\u201d says Dr. Theresa Horne, CPTM, a senior program manager working in leadership and talent development at the National Labor Relations Board. This process capability is so important because of its nature as \u201ca hot procurement item (and costly portion of the budget,\u201d she explains.\r\n\r\n\u201cAdditionally, vendor services is a top priority for most [federal] government training departments, because federal work differs greatly from private industry. Thus, the process of finding vendors for training that have a deep understanding of federal department activities, objectives and regulations is paramount,\u201d Horne adds. Government and medical organizations also typically have more regulations to comply with, making administrative services more critical than in many other industries.\r\n\r\nMany of Wex\u2019s biggest master service agreements require that the company has \u201ca robust training plan for sales and service employees who will be supporting their business,\u201d says Kathryn Connolly, CPTM, director of global talent development at WEX Inc. \u201cIn addition, because we are a publicly traded company and have a bank subsidiary, all employees are required to complete annual courses on banking regulations and compliance modules. We need to report completion of these modules to our audit team, but from there it is up to each training function and business unit to build out processes to track and communicate training efforts back to the business.\u201d\r\n\r\nAdministrative services practices include:\r\n