1. OPM Contracting Officer
Program Flow Chart
Legend:
Account Manager
Crystal
Faculty
Program Manager
OPM Contracting Officer
Process Comments

2. Google Agency for name/ info and save (Basic Info)
Custom Programs- Initial Contact
Lead
Leads are generated through many sources including, faculty referrals, LDS participants, MDC referrals, phone inquiries, etc. The CRM is our Customer Relationship Management tool. All Lead information is stored there. A new Lead generates numerous steps for tracking purposes and requires at least weekly updates to the CRM
Account Manager
CRM
Leads
Adds agency to the Lead Board
OPM Weekly Report
Create folder O:/fei /custom solutions office/ project management folders
Crystal R
Adds info to CRM
Google Agency for name/ info and save (Basic Info)
Create CRM Data Sheet

3. Custom Programs – Data Collection
CRM
Custom Programs – Data Collection
Initial Contact with Client No
Requires Needs Assessment
Basic Logistics Include:
Dates,
Location,
# of participants,
Venue options,
Topics to be taught,
Type of program
Length of Program
Why they chose FEI?
The CRM is updated at least weekly with information about Leads through the arrival of the Funding Documents.
Check for Faculty Partners
Yes
Brief Faculty
Conduct Needs Assessment (PM may be included in process)
Choose Assessment Team (Faculty)
Create 1st Draft Program Overview
Send Overview to Client for Approval
Discussion & Revision
Reject
Reject
Accept
Check with Client POC in six months
Prepare Budget

4. Custom Programs – Obtaining Funding/
Create Budget
Send to OPM for review
Account Managers create Statements of Work and Funding Documents which often go through several iterations.
Scanned docs are kept on O:\clcs\IAA
Program Codes are assigned by the Financial Team. No requisitions can be filed till the program is assigned a code.
We are currently working on developing new partnerships with university faculty to coordinate programs with FEI faculty.
Create SOW/7600)
Not Accepted
Send to Client
Discussion & Revision
Accepted
Docs are signed by agency and returned to AM
Not Accurate
Discussion & Revision
Accurate
Print and take to BESO for signature
Accepted
Not Accepted
AM scans and puts on O: drive /Docs sent to OPM for signature
Signed copy sent to Agency
Accepted
Program Code assigned
Fundings docs sent to SABA POC

5. Custom Programs – Purchase Requests
AMs Identify in house faculty
The SOW is sent to OPM’s contracting office where qualified faculty are vetted and through a selection panel are hired to teach the courses that are a part of the program.
In addition to instructors, assessments, venues, textbooks, classroom supplies, field experiences, case studies, etc. are procured for the program
OPM handles all of the things needed for the program and provides the information to the AM and PM for program delivery.
AM requests PM
Enough Faculty? .
Yes No
Faculty contact Agency POC
OPM CO solicits faculty per the SOW
Vendor selected
AM & PM notified
Vendor/faculty notified

6. AV Support AMs Faculty/ Instructors Assessments Participants Field
Custom Programs – Program Managers (From Project to Program)
AMs
Faculty/
Instructors
Assessments
After the project is given a Program Code it is turned over to the Program Manager (PM) for delivery. The Program Manager is the hub that touches every aspect of the program, ensuring that participants, instructors, materials, assessments, buses, and all supplies make it to the site of the program.
Participants
Field
Experiences
Program Manager
Copy Center
Materials
Agency/
Client
Contracting
Venue, Books
Instructors,
Assessments,
Buses, etc
Venue
Bedrooms
Classroom
Food

7. Custom Programs – Program Managers’ Checklist –for Programs at FEI
Set-up program file on O: drive
Communicate with client to obtain list of participants and addresses
Create or update Program Overview
Communicate with participants send assessment info (if needed)
Confirm bedrooms and classrooms with Aramark
Contact faculty for classroom needs and materials.
to participants:
Overview
Registration Reply form
Assessment information
Pre-reads or materials (sometimes sent by mail)
Purchase orders for:
Faculty
Books/supplies/assessments
Buses
Tickets for field trip
Work with Aramark on food, bedrooms, security, etc. Work with WorkSource on bedroom needs.
Assemble notebook/handout material and send to copy center.
Setup classroom, check AV, monitor during program.
Set up computers with link to evaluation
Program Managers work with the client to gather information on the participants. s are sent to the participants requesting contact information, providing logistical information, pre-readings and information about assessments. Programs at FEI are coordinated with Aramark, WorkSource and AV.

8. Custom Programs – Program Managers – Checklist for Off Site Program – Agency Classroom
Contact Agency for participant names/ addresses, and location of the program
Set-up program file on O: drive
Set up assessments (if needed)
Create or update Program Overview
Budget from AM
Contact faculty for room set, AV needs, pre-reads, notebook materials
Purchase Orders
Order books/supplies
Order buses
Order tickets for field trip
Contact participants with location information, assessment needs (Benchmarks needs at least 4 weeks), welcome information.
Welcome , includes location, pre-reads, assessment info, etc.
Work with agency contact on room sets, AV
Request notebook information from the faculty/instructors.
 Collect and assemble notebook/handout material/posters
 Notebook to Copy Center
Prepare nametags/tents for participants
Ship all materials to agency, including notepads, pens, notebooks
 Prepare evaluations and send link to client and /or participants
Programs held off campus have unique characteristics. If a program is held at an Agency training room, the PM works with the Agency on classroom set up, AV needs, provides name tents and/or name tags, notebook (and other materials). The instructor usually delivers the program without FEI onsite support. These venues rarely provide the FEI Experience and we must work hard to brand the program.

9. Custom Programs – Program Managers – Checklist for Off Site Program – Hotel/Conference Center
Set-up program file on O: drive
Set up assessments (if needed)
Create or update Program Overview
From budget, prepare SOW and Purchase Requests for conference facility
Contact participants with location information, assessment needs (Benchmarks needs at least 4 weeks), welcome information.
Confirm faculty and check on lodging needs.
Welcome to participants
Work with hotel on Banquet Orders (food, room sets, AV)
Request notebook information from the faculty/instructors.
 Purchase Orders
Order books/supplies
Order buses
Order tickets for field trip
Assemble notebook/handout material/posters
Notebook and materials to Copy Center
Prepare nametags /name tents for faculty, participants and guests
Data Demo Forms for Participants
Prepare certificates (if appropriate)
Finalize class roster to distribute (if class is in Charlottesville, make corrections to SABA and distribute later on in the program
 Set-up classroom: notepads, pens, notebooks & journals
Greet participants – distribute location and schedule information.
 Prepare evaluations and distribute link to participants
Use Data Demographics forms to update SABA
 Shred data demographics forms and emergency forms
If a program is held at a hotel or conference center, the PM works with the hotel’s Event Coordinator to ensure the classroom is set up properly, the AV equipment is adequate, the food is healthy and appropriate for our client. Providing the FEI Experience involves seeing to the needs of our participants and our instructors, to deliver the best we have to offer. Most of these are complex programs and having an onsite PM provides much needed support.

10. Custom Programs – Program Managers - Assessments
Set up assessments online
When assessments are used, the PM is responsible for setting up, monitoring and working with the participants to ensure the assessment is completed and timely. The PM prints the assessments and distributes them to the instructor who then distributes the results to the participant on site.
Assessment info sent to participants
PM monitors assessements and sends reminders
Print assessments and send to instructor
Instructor distributes to participants

11. AV staff No bedrooms needed Registration for Bedrooms AV equipment
Custom Programs- Program Managers – Venues
Venue
The choice of venue is very important to the success of the program. Many times agencies have programs in their own buildings where FEI haslittle control of the room set up or available AV equipment. Programs at FEI or at hotels allow us to present materials in an “executive” way. Food, break service, comfortable seating help to provide an executive feel to what is being presented. We call it the FEI Experience. Custom PM’s try to replicate that experience whenever and however possible on the road. The presence of a PM at complex programs is very important to the success of the program.
Agency Training Room
Hotel/Conference Center
PM works with Event Staff on classroom, food, etc.
FEI
Client provides food, classroom and AV
Aramark Food, classroom setups and
Security
AV staff
No bedrooms needed
Worksource
bedroom maintenance
Registration for Bedrooms
Less networking opportunities
AV equipment

12. Custom Programs – Program Managers - Evaluations
PMs provide data for entry into MTM/KA
Metrics that Matter (MTM)/ Knowledge Advisors is our evaluation system. One PM is responsible for setting up evaluations. PMs provide overviews, instructor names, number of participant, location, etc to for setup. MTM produces a link to the online evaluation that is sent to the PM’s for distribution to participants.
Evaluation created
Link sent to PMs for distribution
Reports distributed to FEI, instructors and client
Crystal Rollyson puts completed evaluations on O: drive
Analyze KA Reports

13. Custom Programs – Post Program Quality Assurance
AM contacts agency POC for feedback
Program feedback
Add notes to
0: drive
AM contacts faculty for feedback
Feedback on the success of the program is critical to future program planning. The AM contacts the faculty, the agency contact, and reads participant evaluations to get a 360° view of the programs impact, successes and helps to evaluate what didn’t go well.
Thank you sent to POC by AM
Analyze KA Reports
PMs send report to Agency POC

14. Custom Programs – After Action Review
OPM
Pre-program
Revenues
There are many steps during this process that require quality checks. For example:
Customer satisfaction
Curriculum Development
Venues
Funding Processes
Procurement Processes
Data on Faculty-Evaluation Process
Post program accounting processes
Some QA practices have been in place for some time, but many others need to be developed to help track the success of the program.
Evaluations
Venues
Quality Assurance
Data Collection/ analysis for
Faculty
Venue
Program
Budgets
Accounts Receivable – Post Program
Lessons Learned