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Product Training EMEA Mitel Engineering Accreditation Scheme (MEAS). Your Name Your Job Title Date. Contents. Need for accreditation Accreditation Levels Accreditation Levels - Definitions Objectives of the Program Accreditation - Design Considerations Six Competency Specialisms

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contents
Contents
  • Need for accreditation
  • Accreditation Levels
  • Accreditation Levels - Definitions
  • Objectives of the Program
  • Accreditation - Design Considerations
  • Six Competency Specialisms
    • Accreditation Road Map - Communications(MCD, 5000 & Enterprise Manager)
    • Accreditation Road Map – Mobile, Unified Communications & Collaboration (M, UC&C)(IPDECT UC Mobile, UC Adv Mobile, MVS, Mobile Virtual Solution UCA, AWC, MAS, LBG/OCS, MBG & NuPoint)
    • Accreditation Road Map - Contact Centres(CIS & CSM)
    • Accreditation Road Map - Virtual(vMCD, vMAS & vAPPS)
    • Accreditation Road Map - Managed Service(MiCD)
    • Accreditation Road Map - Pre Sales (*)
  • Summary
need for accreditation
Need for Accreditation
  • Feed back from Mitel staff working closely with channels
    • Technical Account Managers
    • Service & Engineering Managers
    • Engineers
  • Commercial
  • Existing arrangements not ‘fit for purpose’
    • I&Ms with limited testing of competency
    • Competency (on-the-job)
    • premierPARTNER - 10 Product Certifications
    • selectPARTNER - 5 Product Certifications
  • Our competitors already have a accreditation programs
    • Avaya, Cisco etc
accreditation levels
Accreditation Levels

Mitel Certified Expert (MCE)

Mitel Certified Specialist (MCS)

Mitel Certified Professional (MCP)

Mitel Certified Associate (MCA)

accreditation levels definitions
Accreditation Levels - Definitions
  • Mitel Certified Expert (MCE)
    • Technical expert on a particular product undertaking a senior technical support role and typically involved in highly complex installations and/or proof of concepts and/or performing the role of problem or fault/incident manager (including major incidents) in partnership with Mitel Product Support. Will also manage faults/incidents where a Design Problem Activity Request (DPAR) or Design Change Requests (DCR) is raised. Assist MCS Engineers in the development and delivery of technical workshops.
  • Mitel Certified Specialist (MCS)
    • Technical specialist on a particular product(s) and will typically conduct complex, networked installations and pre-sales support activities. Will also perform complex software upgrades and be a recognised Technical Prime and therefore be actively involved in major incidents. In either a field or remote role, will resolve & manage escalated faults/incidents and typically follow actions plans under advice from a MCE Engineer (or Mitel Product Support). Escalate to MCE Engineer leading to the raising & managing of both Design Problem Activity Request (DPAR) and Design Change Requests (DCRs). Work with MCE Engineer to develop & deliver technical workshops along with the assessment & coaching of engineers.
  • Mitel Certified Professional (MCP)
    • Technically competent on a particular product and typically conducts routine standalone & networked installations in addition to software upgrades & MAC. In either a field or remote role, will resolve day-to-day faults/incidents and typically follow actions plans under advice from a MCS Engineer. Once MCP accredited, coach and assess engineers including those working towards MCP accreditation.
  • Mitel Certified Associate (MCA)
    • Technically new to a particular product and has achieved Mitel Certification by either a leader-led or self-study course. Will have foundation knowledge and experience and likely to work with supervision from an MCP and aiming to achieve MCP competency.
accreditation examples for communications
Accreditation (Examples for Communications)
  • MCE
    • Mitel Certified Expert (MCE) - Communications (MCD)
    • Mitel Certified Expert (MCE) - Communications (5000)
    • Mitel Certified Expert (MCE)) - Communications (Enterprise Manager)
  • MCS
    • Mitel Certified Specialist (MCS) - Communications (MCD)
    • Mitel Certified Specialist (MCS) - Communications (5000)
    • Mitel Certified Specialist (MCS) - Communications (Enterprise Manager)
  • MCP
    • Mitel Certified Professional (MCP) - Communications (MCD)
    • Mitel Certified Professional (MCP) - Communications (5000)
    • Mitel Certified Professional (MCP) - Communications (Enterprise Manager)
  • MCA
    • Mitel Certified Associate (MCA) - Communications (MCD)
    • Mitel Certified Associate (MCA) - Communications (5000)
    • Mitel Certified Associate (MCA) - Communications (Enterprise Manager)
  • NOTE: No differentiation between remote & field based in terms of accreditation. Differences highlighted in Competencies
objectives of the program
Objectives of the Program
  • To be an integral part of Mitel authorizedPARTNER Program
  • To promote engineer competency through recognised accreditation
    • Improved engineer skills and knowledge (defined standards)
    • Improved installation & maintenance capability (diagnostics & upgrades)
    • Defined career pathways
    • Reflect & consider the diversity of over 400 Mitel channel partners in EMEA region (small, medium & large).
    • Performance management
    • Drive continuous development & learning
    • Support Management can identify performance areas and easily formulate improvement plans (engineer capability)
    • Recruitment & retention of engineers
    • Recognition of technical expertise
  • Support channel new business opportunities
    • Responses to RFPs - demonstrate engineer capability (differentiation)
accreditation design considerations
Accreditation - Design Considerations
  • Engineering Accreditation aligned to Mitel authorizedPARTNER Program
    • Region 1 (UK & Holland)
  • Contents of the Program (3 elements)
    • 1) Existing I&Ms (self-study and leader-led)
      • Robust exams/tests
    • 2) Competency standards by product
    • 3) Workshops with online tests
  • Content influenced by Competency Development Teams consisting of:-
    • Mitel Trainer Prime
    • Mitel Technical Accounts Managers
    • Mitel Pre Sales & Technical Consultants
    • Mitel Field 1st & 2nd Line
    • CMC 2nd & 3rd Line
    • Mitel Channels
accreditation design considerations9
Accreditation - Design Considerations
  • Competency Specialisms
    • 1. Communications
    • 2. Mobile, Unified Communications & Collaboration
    • 4. Contact Centre
    • 5. Virtual
    • 6. Managed Service
    • Pre Sales (*)
  • NOT to be confused with the Mitel Technical Accreditation Program (TAP which is NA based)
accreditation design considerations10
Accreditation - Design Considerations
  • Based on existing leader-led & self-study courses + new workshops at Specialist level
    • Integration based on how Mitel products interact with other products e.g Microsoft Windows & Exchange on UC products or Advanced LAN/WAN
  • No appreciable increase in costs to channels (price of additional workshops attractive to channels)
  • Requires engineers to assess against technical competencies with accompanying Personal Development Plan (PDP)
    • Competencies will focus on out-puts “What the engineer can do” (underpinning knowledge or clarifying questions included)
    • Requires channels to ‘verify’ engineer competency & ‘approve’ competency levels for certification
  • More robust testing
  • Designed for use in Remedy when raising tickets with Product Support
  • Narrative to describe each Accreditation Map
accreditation design considerations11
Accreditation - Design Considerations
  • Easier for engineers to find information
    • Road Maps to include narrative description of the accreditation Specialism
    • Registration for Certification Programs via Saba - same as Sales Professional
    • Documents via MOL/Training: -
      • MEAS Policy
      • FAQ
      • Competency Assessment Guide
      • Power-point presentation of MEAS
  • Saba to have everything associated with an Competency Specialism linked together e.g MCA Communications (SEE NEXT SLIDE).
  • Until further notice, ‘policing’ this will be by existing processes
  • Other Mitel courses to consider in new workshops at MCP & MCS levels
    • Windows & Exchange for Mitel Applications
    • Advanced LAN/WAN & Networking
accreditation time scales
Accreditation - Time-scales
  • Time-scales (subject to confirmation)
    • June 2011 (initial communication)
    • June 2011 (MOL updated - replace “Product Learning Maps”
    • Channels given ‘reasonable’ time to meet accreditation standards
slide14

Accreditation Road Map – CommunicationsMCD for 3300 & Enterprise Manager

Enterprise or

MCD

Competency

Assessment

Passed

Mitel Certified Expert (MCE)

Accreditation Interview

Prerequisite

MCS Communications MCD

MCD

Competency Assessment Passed

Mitel Certified Specialist (MCS)

MCD System Engineering Tool Workshop

MCD for 3300

Practical Exam

Prerequisite

MCP Communications MCD

Enterprise

Competency Assessment Passed

Enterprise Manager Practical Exam

Certification

Mitel Certified Professional (MCP)

Workshop Exams

(one per workshop)

Complete any 2 workshops: Security,

ACD Programming & ACD Resiliency,

Advanced Diagnostics & Troubleshooting,

SX2000 Migration

Please refer to SABA for a full list of available workshops

MCD Competency Assessment Passed

Prerequisite

MCA Communications MCD

Enterprise Competency Assessment Passed

Enterprise Manager Exam

Prerequisite

MCA Communications MCD +

Enterprise Manager Course

Mitel Certified Associate (MCA)

MCD for

3300 Exam

Leader-led MCD for

3300 Basic Course

MCD for

3300 Exam

Leader-led MCD for

3300 Advanced Course

Prerequisites

LAN/WAN Technologies Test

Networking 4 VoiP Self-Study

+ 3300 ICP Primer Self-Study

Optional

Leader-led Enterprise Manager Course

Enterprise

Manager Exam

accreditation road map contact centres
Accreditation Road Map - Contact Centres

Mitel Certified Expert (MCE)

Accreditation Interview

CIS Competency Assessment Passed

Prerequisite

MCS Contact Centre

or

CSM Competency

Assessment

Passed

Mitel Certified Specialist (MCS)

CIS Integration Workshop

CIS

Practical Exam

CIS Competency Assessment Passed

Prerequisite

MCP Contact Centre

or

or

or

CSM

Practical Exam

CSM Competency

Assessment

Passed

Certification

Mitel Certified Professional (MCP)

CIS Competency Assessment Passed

ACD

Programming &

ACD Resiliency

Workshop

CIS Practical Assessment & Workshop

CIS

Exam

Prerequisite

MCA Contact Centre

or

or

CSM Practical Assessment & Workshop

CSM

Exam

CSM Competency

Assessment

Passed

Mitel Certified Associate (MCA)

CIS

Exam

Leader-led

Mitel Customer Interaction Solution (CIS) I&M Course

Prerequisite

MCA - Communications MCD and/or 5000

or

CSM

Exam

Self-study

MAS & MSL Course

Leader-led

Mitel CSM I&M Course

accreditation development phases

Phase 2

Phase 3

  • Competency assessment
  • process via web (MOL) &
  • linked to MOL a/c.
  • Valid for
  • 3-years & with email alert
  • 6-months before expiry date
  • Subject to
  • engineer completing
  • technical updates with email
  • alert if update not completed
  • within 4-months of GA
  • (Email alert when new
  • technical update available)
  • Workshops self-study with
  • online test
  • Review I&M testing
  • Trainer accreditation scheme
  • Competency assessment
  • process via web (MOL) &
  • linked to MOL a/c. Test via
  • Prometric Test Centre
  • Online Performance
  • Management Process in
  • MOL/SABA
  • Workshops self-study with
  • test. Test via
  • Prometric Centre

Mitel Certified Expert (MCE)

Mitel Certified Specialist (MCS)

Mitel Certified Professional (MCP)

Mitel Certified Associate (MCA)

Accreditation- Development Phases

Phase 1

  • Competencies in excel
  • on MOL & emailed
  • to Mitel & stored on a
  • database.
  • Valid for
  • 3-years.
  • Subject to
  • engineer completing
  • technical updates. TAMs etc
  • & channel to monitor.
  • Workshops leader-led with
  • robust test & retake procedure
  • in-place.
  • Certification Program
  • via SABA

Certification

summary
Summary
  • Significant effort by EMEA Training Team - input from channels
  • Moving from development to implementation phase
    • Templates being finalised for road maps & competencies
    • MOL pages being developed
    • Saba reporting
  • We’re on version 1 of everything so continuous updating and improving particularly in first 3-months (work-load on admin).
    • Mitel strategic review will shape the program
  • Inputs from channel key to development of the program going forward
  • Steering Group will influence content
  • Investment in technology essential to ‘manage’ the program and make easier for end-users
  • Channel Support - everyone part of communicating this program
    • I’ll be available to present at channel meetings/events
thank you

Thank you

Paul Croft

Product Training Manager EMEA

The information conveyed in this presentation, including oral comments and written materials, is confidential and proprietary to Mitel® and is intended solely for Mitelemployees and members of Mitel’s reseller channel. If you are not a Mitel employee or a Mitel authorizedPARTNER, you are not the intended recipient of this information and are not invited to the conference, and cannot participate in or listen to and/or view the presentation. Please delete or return any related material. Mitel will enforce its rights to protect its confidential and proprietary information, and failure to comply with the foregoing may result in legal action against you or your company.