Training session scheduling
Email thread Lornefield Pensions Administration: documents · cs
Logistics for a training session for the scheme-relationship managers, May 2023. Imogen Hartley agreed to smaller groups and mornings, and asked that the session cover what the brain can and cannot see in the helpdesk data.
What was said
What this says
Current to 10 Oct 26Logistics for a training session for the scheme-relationship managers, May 2023. Imogen Hartley agreed to smaller groups and mornings, and asked that the session cover what the brain can and cannot see in the helpdesk data.
Ask: Tobias Renwick proposed smaller groups built around Lornefield's own trustee calls and member-query tickets. Imogen agreed and wants the first group drawn from the most sceptical relationship managers.
Customer view: Imogen measures success by how quickly the team asks the brain instead of each other. She also wants candour on helpdesk coverage.
Next: Imogen to confirm names for the first group. Tobias will hold a morning slot and cover data freshness and what is not indexed.
The thread
Updated 9 Oct 26Messages
Tobias Renwick 11 May 2023 15:55Imogen, Following our call, I would like to fix the training session for your scheme-relationship managers. The trade-off is between a larger group in one sitting and smaller groups that can work on their own questions, and I lean towards the second. You are licensed for fifteen users, so we can include everyone who will use the brain day to day, and I would suggest we build the session around your own trustee calls and member-query tickets rather than a generic demonstration set. Could you let me know which days suit you next week, and who should be in the first group? Best, Tobias
Imogen Hartley 11 May 2023 16:56Tobias, Thank you, that is helpful. The real question is how quickly the team starts asking the brain instead of each other, so I'd like to make the session count. I'd prefer smaller groups too. Mornings are best for us, as the afternoons are taken up with scheme calls. I'll put together a first group of the relationship managers who are most sceptical, because if they find it useful the rest will follow. Could you also leave some time for questions about what the brain can and cannot see in the helpdesk data? Best, Imogen- Tobias Renwick 12 May 2023 13:48Imogen, Understood, mornings it is. I will hold a slot for the first group next week and send an invitation once you have confirmed the names. On the helpdesk question, I will set aside a section on exactly that, including how fresh the data is each morning and what is not indexed. Better that your team hears the limits from us at the start. Best, Tobias