The Customer Success and Resourcing teams are encouraged to review the below process in full. Auto-generated notifications are included in the process and it is important to understand how and when, and to whom they are sent.

 

Overview

The following outlines the revised resourcing process as an outcome of the 2022 strategic project for Streamlining Delivery Requests.  The priority improvement areas and changes are:

• Automation of all Calendar Invites
• Reduction in redundant work – Emails, Calendar invites, Smartsheets
• Reduction in manual work – automation of Zoom meetings for all virtual training
• Alignment of ownership of dates within a project for all training projects

 

Roles and Responsibilities

Engagement Coordinator (CEC) / Implementation Specialist (IS) - Manage all Customer requests within NetSuite

Resourcing Manager - Reviewing all resourcing requests received and assigning the right profile, fit, and availability. Responsible for all calendar and scheduling management for dates and hours for Consultants.

Facilitator / Consultant - Maintaining an up-to-date calendar of scheduling availability within Richardson Outlook. Responding to any questions or inquiries within 24 hours. Responsible to track time against assigned projects, exclusive of Training workshops.

 

Requesting a Resource for Project Assignment - IS

For through guidance on populating Netsuite Projects, click here. 

1. Project Naming Convention: 
   1. VILT Example: Oct 1, 2024, 1d CSS VILT, 2x4hr
   2. ILT Example: Oct 1, 2024, 1d CSS, NY, NY
2. Parent/Child: If project is not a parent or child, such as a project generated from draw down, leave blank
3. Project Personnel: Ensure the Engagement Coordinator and Resource Manager fields are correctly populated; select the Implementation Specialist and/or Customer Success Manager, if applicable
4. Resourcing Manager: Select the appropriate Resourcing Manager based on workshop geography
5. Project Start/End Date: If exact date is unknown, input a range of when the work may happen
6. Project Details: Core Content, Session Language, Material Language, and Material Status must be populated for Streamline Resourcing calendar invites to generate for the trainers. 
7. Material Status:
   1. New – alerts Editorial to get the material finalization into their queue. This should only be used the first time we are delivering a program
   2. Revised- alerts Editorial to get the material finalization into their queue. This should only be used the first time we are delivering a program
   3. Existing- everything else
8. Location: 
   1. If In Person, ensure Is Virtual is not checked and then update City, State, and Country as known
   2. If Virtual, ensure Is Virtual is checked
   3. If the customer is NOT using Richardson Zoom and is using an alternative platform, select Client Provided Link which will prevent the automatic creation of a Zoom link for the workshop
9. Schedule/Project Tasks: Project Tasks must be populated in accordance with delivery format and hours.
   1. 2x4hr VILT example: Ensure you have 2 tasks each 4 hours long
   2. 1d ILT example: 1 task that is 8 hours long 
10. Update the Project Status to Resource Requested
11. Click Save.
12. Navigate to the Communication subtab > Messages > Email to open a popup
13. Enter the Global Resourcing email as the Recipient; include additional team members as needed
14. Under Message > Template > select the applicable request for Virtual or In-Person
15. Complete the required fields then Merge & Send
16. Your request has now been emailed to Resourcing for review and assignment

 

NOTE: The CSG and Resourcing teams can filter appropriate searches to better manage projects where requests have been made versus not.

 

Receive Request and Assign Resource - Resource Manager

Resourcing will review the request and align on selecting the designated consultant. Once a consultant has been selected, the dates/times need to be held for confirmation with the customer. Resourcing will:

1. Change the Project Status to Pending Trainer Reply
2. Change the Project Start and Project End date fields to those being requested
3. Adjust the Project Name to the specific date and times.
4. Click Save.
5. On the Resource Allocation subtab, for each Allocated task assigned to the Generic Facilitator
   • Select Edit to open the allocation in a popup
   • Update the assignee to the consultant being booked
   • Update the Start and End Dates, Allocated Hours, Start Time, and Time Zone
   • Click Save to save and close the popup.
6. On the Schedule subtab, for each task assigned to the Generic Facilitator
   • Select Edit top open the tack in a popup
   • Confirm the Planned Hours are accurate or update
   • Update Start Date, Start Time, and Time Zone
   • Under Assignees, change the Generic Facilitator to the consultant. Scroll to the right to confirm or update the Planned Hours to match those on the task.
   • Click Save to save and close the popup.

 

NOTE: For each task in Step 5, as they are saved:

• An automated Outlook invitation will be sent from the Global Resourcing calendar to the Consultant
• Virtual sessions using Zoom will be saved to the Webinar Producer Calendar for all of CSG to access
• Virtual sessions using Richardson's Zoom account will include a Zoom link.
• An automated notification with a booking update will go to the Engagement Coordinator assigned to the project. Additionally, if denoted on the project, the Implementation Specialist will also receive the notification. Where a Customer Success Manager is denoted on the project, but Implementation Specialist is not, the Customer Success Manager will receive the notification.

 

If the consultant declines the booking, Resourcing will change the project status to Resource Requested and repeat the above steps with a different consultant.

 

Resourcing will change the project status to Trainer Holding when the consultant accepts the booking. This will trigger an email to the CSG team members as noted above.

 

Managing Dates for Trainer Holding or Scheduled

Customer confirms dates being held:

1. CSG will change the Project Status to Scheduled
2. Revised notifications will be sent automatically to the Consultant and CSG team members as noted above.

 

For a cancellation walkthrough video, click here.

Customer changes previously held or confirmed dates:

1. The IS will change the Project Status to Resource Requested and use the Communication subtab on the project to email Global Resourcing using the Resourcing Change Request template.
2. If the existing Consultant is no longer available, the Resource Manager will repeat the above Steps 1 - 6.

 

Customer cancels the workshop:

If a project in Scheduled status cancels and we are within the cancellation policy:  

1. If a project is cancelled within the cancellation policy, the CEC will change the Project Status to Cancelled
2. The CEC will then follow the standard Cancellation Process utilizing the Cancellation Fees email template on the Sales Order alerting Contracts and Resourcing of the cancellation

If a project in Scheduled status cancels outside of the cancellation policy and needs to be rescheduled to an unknown date: 

1. CSG will alert the Resource manager via the NS project communication field. CSG should NOT change the status or project dates as this has impacts to the trainer calendar hold being removed. CSG can then clear the project-level details for future use as normal.
2. The Resource manager will first set tasks back to the “Generic Resource” and change the dates to 12/25 but leave the time zone (it will be changed if needed in the future), then change the project status back to Unscheduled. This order of steps must be followed in order to remove the calendar event and send the cancellation to the assigned resource and notify CSG.