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Team Policy

Page history last edited by Ariane H. 7 years, 4 months ago

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The purpose of this team is to produce an operational guide on Virtual Corporate Training, i.e. online training, in order to help managers avoid a certain number of issues and get the best possible outcomes.


Members and roles


Here is the list of the team members and their role in the project. The leader of the meetings will change every week and go in alphabetical order.


Program Manager - Thibault Linte


This role ensures Program Work Products are delivered on a correct and timely basis and ensures the objectives of the Implementation Program are met. This role has oversight over all implementation activities and manages and monitors the overall program effort.


Key activities for this role include:


  • Responsible for the overall project objectives.
  • Provides direction to the project teams for work products due as well as the overall status of the project.
  • Assigns Initial Win and Process Implementation projects to Project Managers.
  • Provides status of work in progress and/or issues to the Executive Steering Committee.
  • Develops project work plan, schedule and staffing requirements.
  • Communicates as required to executive management.
  • Conducts weekly change, issues and status meetings to track progress and risks.
  • Ensures that outstanding project management, process implementation and design requirements and/or issues are being addressed.
  • Communicates activities and status of the overall Program throughout its lifecycle.
  • Schedules workshops and meetings as required.
  • Provides overall leadership and management of the overall Program.
  • Coordinates activities of Project Managers and Project Office staff.


Core Team Member - Ariane Hervier


This role provides heads down implementation of ITSM solutions. It communicates with users of the process and with tool developers to implement the process. It also communicates with the Process Owner to receive direction and to provide feedback on how well the process is being implemented. This role also communicates with the Tool Architects for interfacing processes and tools to ensure integration of the process with other processes.


Key activities for this role include:


  • Assists in development of project work plans, schedules and staffing requirements.
  • Communicates with users of the process as to what is expected of them.
  • Assesses the current state of readiness and effort required to implement the processes, tools and organization.
  • Coaches the users of the process on tools and procedures.
  • Communicates with the Process Owner on process design, status and issues.
  • Manages resources during detailed solution design and implementation.
  • Ensures that process documentation is developed and maintained.
  • Participates at communication events organized by the Organization Change Team.
  • Manages changes to tools and organization to support the process as required.
  • Identifies additional resources as required to complete tasks such as writing procedures, developing job descriptions, producing analytical statistics or developing education material.
  • Ensures interfaces to other processes are working well.


Subject Matter Expert (SME) - Jeff Matticks


This role provides expertise in technical, business, operational and/or managerial aspects for the design and implementation. Participation in the implementation is as required. This role may also provide specialized expertise in the design and implementation of process solutions as needed.


Key activities for this role include:


  • Provides technical, operational, business and/or managerial subject matter expertise.
  • Provides input into the design of the procedures, tools or organization as required.
  • Assists in the development of ITSM solutions by providing specialized expertise as required.
  • Supports the development and execution of test scenarios designed to validate the functionality of the design.
  • Validates the Design and Implementation Team designs for processes, tools and organization and any recommendations.
  • Provides consultative and facilitation support to the Implementation Project Teams.
  • Assists in creation of project work plans and implementation strategies.
  • Provides Intellectual Capital as required during the Implementation Project.
  • Coaches team members in specialized skill sets if required.


Business Analyst - Dharmesh Balar


The IT Business Analyst is the professional who is generally associated with requirements elicitation/analysis and solving problems using information technology solutions. This role is the bridge between business & IT.


Probably, the majority of the members of the IIBA (International Institute of Business Analysis) fall in this category of IT Business Analysts.


The analysts in this role generally begin their work once a given IT project has been initiated. They are the ones eliciting requirements from stakeholders, analyze the requirements, document them in BRDs (business requirements documents), and create functional specifications. In this role the analyst may also interacts with the development and quality assurance teams.


Team Policies


The team policies will be dived into 3 main areas:


  1. The meeting policies, which include scheduling, agenda, and structure.
  2. The processes policies, which include decision making and conflict resolution.
  3. The deliverable policy, which define the minimum quality level expected by each member of the team.






Team members are expected to:


  1. Be available for at least 1 meeting per week and 2nd meeting if necessary.
  2. Enter their availability within 24 hours after the meeting got posted on Doodle.
  3. Each team member will be excused a maximum of two times for not showing to meetings before actions get decided (see conflict resolution).
  4. Submit their deliverables on time (see deliverable). Late deliverables will be discussed in next team meeting.




  1. An agenda should be sent to every team member or shared on SkyDrive at least one day before the actual meeting time.
  2. Important documents for the meeting should all be in SkyDrive before the start of a meeting so they can be consulted live.
  3. Creating the agenda for the next meeting should be the responsibility of all team members at the end of each meeting.
  4. The team leader should then be responsible to translate this agenda into a written document.




The general structure of meetings should be as following:


  1. Before the meeting, the coordinator is in charge of defining the focus and objectives of the meeting (via emails discussion with the team members).
  2. The meeting start with a feedback on the last weeks deliverable.
  3. Then, the next assignments are discussed as well as the team members' roles for it.
  4. When deliverables are decided, the due date is voted and the next meeting date is chosen (if possible).
  5. At the end of the meeting the group coordinator summarizes (written and spoken) the decision made during the meeting. Written meeting notes/chat will be maintained for reference and circulated after each meeting. Each team member may share their notes via SkyDrive/Email.
  6. At the end is a free time for team members to ask any questions regarding the project or classes in general.




Decision making


The team chose the following decision making process:


  1. When a decision had to be made, the team leader asks each team members for their opinion on the choice.


During second meeting, point of views were discussed in order to reach a common decision.


  1. When the discussion is done, the meeting leader asks if everyone agrees with the decision.
    1. As we are a small team, the decision will be discussed a second time if a team member does not agree.
    2. If no decision can be made, the owner of the responsibilities where the decision fit in will be in charge of finding new proposals for the next meeting.
  2. When a decision is made, the group leader writes it down and asks the team member if they agree to the written version.
  3. After meetings, decisions will be summarized by the meeting leader and sent to each members of the group.


Conflict Resolution


In an effort to minimize conflict, the following conflict resolution process will be followed:


  1. An environment of honesty, integrity, and trust will be maintained throughout the duration of the project.
  2. Once a consensus is reached, regarding the project scope and final deliverable, a work breakdown structure will be developed to define the project tasks and assign resources.
  3. In the event of a conflict, all parties will be encouraged to agree upon the nature of the conflict or issue. The group leader can then assess the impact of the conflict, to the overall project, and work with all parties involved towards a compromise or resolution.
  4. Unless there are extenuating circumstances conveyed to the team as a whole, in the event a team member misses more than 2 meetings, the group leader will reach out to the team member to determine if there is an issue, conflict, or scheduling problem and will attempt to work with the team member to resolve the issue. In the event this is not successful, the course instructor will be engaged for assistance.






  • Each team member is expected to respect the deadlines decided in meetings.
  • In order to enable the team to review member’s work, each participant has to submit the last version of their deliverable at noon the day before the due date at the latest.
  • Non final papers will be submitted on the team SkyDrive folder.




  • Participants have 24 hours to review the team work (up to noon the day of the due date).
  • Team members are welcome to comment the project on the Microsoft Office Live (Word web app or PPT web app) by annotating their comments in RED (the software will then automatically both create a new version of the document and keep the previous ones).
  • When a comment is made or a new idea arises, the comment owner is in charge of transmitting it to the paper part owner.




  • When the final draft is accepted by all team members, the project coordinator is in charge of editing the final deliverable and submitting it on PB works.




Before deciding on the tools to use, we chose to list and test a few of them, among which Skype, Google Hangout, Dropbox, SkyDrive, Doodle, Wiggio and Microsoft Office Live. After testing all of them, we made a selection based on how accessible those tools were for everyone and how convenient they appeared to be for the long run. It was also important to us to keep the number of collaboration tools to a minimum to avoid losing people in the process.


Thus, as a team we decided to make use of 4 main tools:


  1. Google Hangouts as our video conferencing and main meeting tool. We experienced that it was smoother and more reliable than Skype when the number of people tended to grow.
  2. SkyDrive as our drop box/repository and document sharing tool and Microsoft Office Live (office.microsoft.com) as our document editing and commenting tool as it really works well with SkyDrive.
  3. Emails as a starting and emergency communication tool. We experienced that those were what we consulted at first to get new from the team and thus decided to keep it for coordination purposes.
  4. Doodle for meeting scheduling.


As stated before, in an effort to test multiple meeting and collaboration tools, we also tested Wiggio. However, as we found the video conferencing tool being quite slow, we decided to put this one on hold. We might however go back to this tool as it presents interesting chat, document sharing and commenting features. We are also looking into exploring other tools out there such as GoToMeeting that gives us 30 day trial.


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