Operations & Procedures

Training Guide

A training guide tells a new teammate what “good” looks like this week. It should be practiced, not merely read.

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Training Guide (Instructional Standard Style) document preview

What's Included

Objective
Learner
Prerequisites
Outcomes
Modules
Practice
Knowledge-check prompts
Resources
Completion criteria

Best For

First-week role training that should stay a document the trainer and learner share.

Target Audience

Team leads, operations trainers, and people managers.

How to Customize

Do not add quiz software. If you need scored e-learning, that is a different product.

When to Use

Use this when a person is learning a role. Keep the SOP as the controlled procedure and work instructions as the task steps they will practice.

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OPERATIONS / INSTRUCTIONAL STANDARD

Training Guide: New dispatcher first week

Audience	Trainer	Duration	Prerequisite
Newly hired Harbor Lane dispatcher	Dana Whit, Lead Dispatcher	5 half-days	HR paperwork complete; dock safety video watched

Training objective: By Friday afternoon, the new dispatcher can intake a standard order, mark Delivered with POD, and explain when to escalate — without using the retired Friday spreadsheet.

1. Intended learner

A dispatcher with warehouse or customer-service experience who has not used Harbor Lane’s queue. This guide is not for billing coordinators or warehouse receivers (see WI-WH-014).

2. Learning outcomes

Create a complete order record from a phone or email request.
Assign an owner and due time in the dispatcher queue.
Attach proof of delivery and mark Delivered.
Name the three situations that require a lead dispatcher (duplicate request, missing POD, customer asking for invoice changes).

3. Module A — The queue

Demonstration

Dana Whit shows a live Midwest order from intake to queue. The learner watches once without touching the keyboard.

Practice

The learner creates two training-account orders (accounts named “Training A” and “Training B”). Dana watches the second one.

4. Module B — Delivery and POD

The learner completes the Delivered path on Training A, including a sample POD photo. If the photo is missing, they must leave the order in Hold — that is the pass condition.

5. Module C — Escalation

Walk through the three escalation cases using last month’s anonymized examples. The learner writes, in their own words, who they would call.

This guide uses written knowledge-check prompts. It is not an interactive quiz product. Score the prompts in person.

6. Knowledge-check prompts

What do you do if a customer emails and calls about the same shipment?
When is it correct to mark Delivered without a POD?
Who owns invoice-amount questions — dispatch or finance?

7. Practice checklist

Two training orders created with owner and due time
Training A marked Delivered with POD attached
Hold path demonstrated when POD is missing
Three escalation prompts answered with Dana present

8. Support and resources

Resource	Where
Parent SOP	Client Account Onboarding — for new account fields only
Process guide	Invoice-to-cash — so dispatch does not invent billing steps
Work instruction	Dock 2 receiving — warehouse only; do not mix into dispatch training

9. Completion criteria

Dana Whit signs this guide when the checklist is complete and the learner has run one live order with a shadow. Shadow does not mean the lead types for them.

When to use it

Use this when a person is learning a role. Keep the SOP as the controlled procedure and work instructions as the task steps they will practice.

How to use this ZuffSuite template

Write outcomes you can watch someone do. Pair each module with practice. Score knowledge-check prompts in person.

Questions people actually ask

Can learners submit quiz answers in this document?: They can write answers under the prompts. ZuffSuite Docs does not score quizzes. A trainer should review them.