As part of the ongoing performance assessment of members of the Service Engagement team, the Engagement Manager (or Team Leads) should review and measure the acquisition of skills and knowledge by the team member, compare actual training obtained to that documented in the training plans, and maintain the training records.

Where the actions haven’t achieved the expected results, alternative steps should be discussed with the individual team member and new actions should be taken and their training plan updated as appropriate. The Engagement Manager should also consider updating training content based on training evaluations and feedback.