1. 1 © 2003 Cisco Systems, Inc. All rights reserved. Session Number Presentation_ID Academy Structure Review Brisbane Conference – May 04

2. 222 © 2003 Cisco Systems, Inc. All rights reserved. Presentation_ID Where are we now ? Launch Grow Review Rationalize Second Wave Begins Develop New Model In 5 years - from about 200 academies - to over 10,000 academies - in 157 countries - over half a million students

3. 333 © 2003 Cisco Systems, Inc. All rights reserved. Presentation_ID Objectives of the New Implementation Model Increase sustainability reducing the dependency on operational funding from Cisco Learning Institute Ensure LAs get necessary support from RAs Improve bonding between CATC and RA, between RA and LA Rationalize less committed CATC and RA Make CATCs & RAs more economically viable in the long term Change the focus from more Training to more Quality Assurance Tighter monitoring and control on quality

4. 444 © 2003 Cisco Systems, Inc. All rights reserved. Presentation_ID Academy Operations - Triple Bottom Line Support High Quality Timely Responsive Support High Quality Timely Responsive Training Quality Assurance In-Country if possible Directly responsible to “Academy Council” and Cisco More Localized Support and enforcement Quality Assurance In-Country if possible Directly responsible to “Academy Council” and Cisco More Localized Support and enforcement Quality Assurance Student Success Student Success Support Training Well planned and coordinated classes

5. 555 © 2003 Cisco Systems, Inc. All rights reserved. Presentation_ID “Academy Council” Funding Model Training fee from trainees to CATC/RA $ Cisco/CLI funding for QA to council $ “Academy Council” - Training planning & delivery - Quality implementation Other RAs Finding for Quality Activities Support Services from council Support fee from RAs and LAs to council $

6. 666 © 2003 Cisco Systems, Inc. All rights reserved. Presentation_ID “Academy Council” – General Structure Members include: –CATC of all courses in the country –Selected RAs/LAs of all courses –Cisco AAM (default member) –QA Academy and QASS (default member) –Cisco Regional Team Representative only when needed (Other RA will be treated as an Extended team only) Implementation detail is discussed and decided at each country level

7. 777 © 2003 Cisco Systems, Inc. All rights reserved. Presentation_ID Operational Model - Quadruple Support Training By selected CATCs & RAs Training By selected CATCs & RAs Quality Assurance By selected academy or agent Quality Assurance By selected academy or agent Support By parent academy Support By parent academy Academy Council Select & fund Select & schedule Select & fund QASS (Help desk) For AC support QASS (Help desk) For AC support Select & fund

8. 888 © 2003 Cisco Systems, Inc. All rights reserved. Presentation_ID Training Centralized planning by Academy Council –Delivery by selected academies Open Training Model Fee-for-Service –Payable to provider

9. 999 © 2003 Cisco Systems, Inc. All rights reserved. Presentation_ID Support Services Basic Support from Parent academies Day-to-day curriculum support In-person and remote retooling events for RAs - Program Update - QA and Policy Update etc - Technical retooling Mini-conferences and other events by RAs for LAs

10. 10 © 2003 Cisco Systems, Inc. All rights reserved. Presentation_ID Support Services expectations Basic Support from Parent academies Curriculum Support technical knowledge skills help equipment usage and configuration help teaching style and class management help Quality of Service 2 working days response for Urgent matters 4 working days response for Normal matters Mode of support : Email and/or phone support

11. 11 © 2003 Cisco Systems, Inc. All rights reserved. Presentation_ID Quality Assurance (QA) Academy Quality monitoring – Q-tick Compliance Quality Support Visits (in-person or remote) as per needed basis Regular Reporting/Statistics Complaints investigation and solution These activities will be funded by Cisco / CLI as contracted services

12. 12 © 2003 Cisco Systems, Inc. All rights reserved. Presentation_ID 12 © 2003 Cisco Systems, Inc. All rights reserved. Presentation_ID