Chapter 6 · ProjectVIEW ERP Master SaaS Framework Training is a continuous enablement programme, not a one-off implementation task: a training needs assessment, role-based module curricula, Train-the-Trainer certification and a Champions Programme with a minimum of two certified Champions per customer. Chapter 6 also covers the per-client training wiki, session recording with AI transcription, in-application AI guidance and training metrics. 2+certified Champions per customer T3Train-the-Trainer certification Per clienttraining wiki & knowledge base 6.1 Overview & Purpose This chapter defines the Training & Knowledge Transfer (TKT) framework governing how the Provider equips the Customer’s personnel with the skills, knowledge, and operational competence required to maximise the value derived from ProjectVIEW ERP throughout the Subscription Term. Effective training is a critical success factor for enterprise SaaS adoption. Industry data consistently demonstrates that inadequate end-user training is the primary cause of ERP under-utilisation, shadow processes, and avoidable support-ticket volume. The Provider’s TKT framework is therefore designed not as a one-time implementation activity, but as a continuous enablement programme that evolves with the Customer’s organisational maturity and the Platform’s feature roadmap. The framework encompasses both online and hands-on training delivery, self-paced digital learning, contextual in-application guidance, train-the-trainer certification, and a per-Client knowledge wiki — all calibrated to the Customer’s activated modules, role taxonomy, and operational workflows. Each Customer is provisioned with a dedicated, AI-enhanced documentation wiki at https://docs.projectview.wiki/[client] containing personalised training materials, recorded session transcripts, role-specific manuals, video libraries, and curriculum plans. All implementation training sessions are recorded and processed through AI transcription to generate personalised, searchable training content unique to each Customer’s configuration, terminology, and operational context. 6.2 Scope The TKT framework covers: (a) Implementation Training: Structured training delivered during the implementation phase (§2.4) prior to Go-Live, covering all activated modules and customer-specific configurations. (b) Post Go-Live Enablement: Ongoing training delivered after Go-Live to address new features introduced via Releases/Updates (§4.7), Upgrades (§4.8), and organisational changes (new hires, role changes, departmental expansion). (c) Train-the-Trainer Programme: Certification of Customer-designated Super Users who assume responsibility for first-line internal training and support within their organisation. (d) Knowledge Base & Documentation: Maintenance and delivery of comprehensive platform documentation, process guides, video tutorials, and release notes accessible through the the Platform’s integrated release management module and the Customer’s dedicated wiki at https://docs.projectview.wiki/[client]. (e) Per-Client Training Wiki: A dedicated, AI-enhanced documentation portal provisioned for each Customer, hosting personalised training materials, recorded session libraries, role-specific manuals, training plans and curricula, and AI-generated transcripts. (f) AI-Assisted Learning: Integration of AI-driven contextual help, guided workflows, and intelligent search within the ProjectVIEW ERP interface to provide just-in-time assistance during daily operations. (g) Session Recording & AI Transcription: All onboarding and training sessions are recorded and processed through AI transcription to produce personalised, searchable training material per Client and per role, creating a unique knowledge asset that compounds over the lifecycle of the engagement. (h) DANAOS ProjectVIEW ERP Champions Programme: A specialised training and examination programme for Customer-designated Champions who serve as Level 1 support contacts for intranet and extranet users and as the primary communication channel with the Provider from Go-Live onwards (§6.6). (i) GAP Analysis & Feedback: A structured mechanism for attendees to register qualms, configuration requirements, and change requests during training, consolidated into a GAP Analysis Document for Customer approval (§6.4.6). 6.3 Training Delivery Model 6.3.1 Delivery Channels The Provider delivers training through a blended model combining online (virtual instructor-led and self-paced) and hands-on (on-site instructor-led) delivery, comprising five complementary channels: Channel Format Audience When Duration Hands-On ILT (On-Site) In-person instructor-led sessions at the Customer’s premises with live system access Customer project team, end users, management Implementation phase; complex modules; Go-Live readiness 4–8 hours per module Online ILT (Virtual) Live virtual sessions via MS Teams / Zoom with shared-screen system access Distributed teams, remote users, post Go-Live refreshers Implementation phase + post Go-Live on request 2–4 hours per module Self-Paced Digital Learning Pre-recorded video modules, interactive walkthroughs, quizzes — hosted on Client wiki All Authorised Users Available continuously via https://docs.projectview.wiki/[client] 15–45 minutes per module In-Application Guidance Contextual tooltips, guided tours, embedded help panels within ProjectVIEW UI All Authorised Users during daily operations Always-on within the ProjectVIEW UI N/A — on-demand Train-the-Trainer (T3) Intensive certification programme — virtual or on-site Customer Super Users (max 3 per module) Implementation phase; refreshed annually 2–3 days per certification track 6.3.2 Training Environment All hands-on training is conducted exclusively in the Customer’s dedicated Dev/Sandbox environment (§2.3.1), which: Contains anonymised production-equivalent data sufficient for realistic training scenarios. Is architecturally identical to Production, ensuring that trained workflows translate directly to live operations. Can be reset to a known-good baseline between training sessions to ensure consistent starting conditions. Is isolated from Production — trainees cannot inadvertently affect live data or active user sessions. Post Go-Live, the Staging environment (§2.3.2) serves the same training function, with the additional benefit of reflecting the latest production configuration. 6.4 Implementation Training Programme 6.4.1 Training Needs Assessment Prior to the commencement of implementation training, the Provider shall conduct a Training Needs Assessment (TNA) in collaboration with the Customer’s Project Manager. The TNA identifies: (a) The Customer’s activated modules and their interdependencies. (b) The organisational role taxonomy and the mapping of roles to ProjectVIEW permission sets. (c) The number of users per role requiring training, and their current proficiency levels with ERP systems. (d) Customer-specific business processes, approval workflows, and reporting requirements that training must address. (e) Language requirements — all standard training materials are provided in English; translation requirements are identified during the TNA. (f) Preferred training schedule, considering the Customer’s operational calendar, time zones, and availability constraints. 6.4.2 Training Plan Based on the TNA, the Provider shall deliver a structured Training Plan for each role-based track. A physical or digital copy of the Training Plan is handed to each attendee at the start of their first onboarding session, providing full visibility into the curriculum, schedule, and expected outcomes. The Training Plan contains: Component Description Training Calendar Date/time schedule for all ILT sessions, aligned to the implementation project plan milestones. Module Curriculum Per-module syllabus covering learning objectives, hands-on exercises, and assessment criteria. Role-Based Tracks Training paths tailored to each role (PM, Finance, Procurement, Site, Executive) ensuring users learn only what is relevant to their function. Prerequisite Map Dependencies between modules (e.g., Budget-Management training requires completion of Project-Management training). Assessment Strategy Competency evaluation approach — practical exercises, scenario-based assessments, knowledge checks. Resource Allocation Named Provider trainers assigned to each track; Customer attendee lists confirmed. Materials Package Training manuals, quick-reference cards, exercise workbooks, and video recordings delivered prior to each session. 6.4.3 Module Training Curriculum The following table outlines the standard training curriculum mapped to the DANAOS ProjectVIEW ERP module suite, based on the Comprehensive Training Plans with Module Interdependencies & Data Flow Mapping. Customer-specific sessions are added based on the TNA (§6.4.1). Total programme duration: 136 hours across 29 sessions plus the cross-modular Site Operations domain. Code Module Target Roles Duration Sessions PV_00 ProjectVIEW ERP Core Digital Transformation Mgr (D20), Project Mgr (D11), IT Mgr (D21), Champion, C-Level (D22) 8 hrs 2 PV_01 Budget Estimation – Bidding Cost Estimator (D3), Commercial/BD Mgr (D2), Bidding Mgr (D1), Planner (D6), QS (D5), Champion 12 hrs 3 PV_02 Cost Control Cost Controller (D4), Construction Mgr (D10), Cost Estimator (D3), Planner (D6), PM (D11), QS (D5), Champion 12 hrs 3 PV_03 Subcontractors Management Contract Mgr (D7), QS (D5), Cost Controller (D4), Procurement Mgr (D8), PM (D11), Champion 12 hrs 3 PV_04 Procurement & Purchasing Procurement Mgr (D8), Store/Warehouse Mgr (D9), Cost Controller (D4), PM (D11), Champion 12 hrs 3 PV_05 Materials & Production Management Store/Warehouse Mgr (D9), Procurement Mgr (D8), Production Mgr (D17), Site Engineer (D12), Champion 12 hrs 2 PV_06 Machinery Management Plant/Fleet Mgr (D15), Site Engineer (D12), PM (D11), Maintenance Mgr, Champion 12 hrs 2 PV_07 HRMS – Payroll HR Manager (D16), Payroll Officer, PM (D11), Cost Controller (D4), Champion 12 hrs 2 PV_08 Accounting – Finance Management Chief Accountant (D18), Finance Mgr (D19), Cost Controller (D4), PM (D11), Champion 16 hrs 3 PV_09 Suppliers Account Payables Accounts Payable Officer, Chief Accountant (D18), Procurement Mgr (D8), Champion 8 hrs 2 PV_10 Customers Account Receivables Contract Mgr (D7), QS (D5), Chief Accountant (D18), Commercial Mgr (D2), Champion 12 hrs 2 PV_A Site Operations & Labour Productivity Site Engineer (D12), Foreman (D13), Safety Officer (D14), PM (D11), Champion 8 hrs 2 Prerequisite Chain: PV_00 (Core) is mandatory for all personnel before any module training. Module prerequisites follow the trilateral data-flow architecture: PV_01 → PV_02 → PV_03 (estimation → cost control → subcontractors); PV_00 → PV_04 → PV_05 (core → procurement → materials); PV_08 is required before PV_09/PV_10 (accounting before AP/AR). The cross-modular domain PV_A requires PV_02 + PV_06 + PV_07. 6.4.4 Session Breakdown per Module Each module is delivered across focused sessions of 50–75 minutes, structured to accommodate the Customer’s operational workload (§6.4.5). The detailed session breakdown, including per-topic time estimates, knowledge area descriptions, integration touchpoints, and hands-on exercises, is documented in the Provider’s Comprehensive Training Plans document and personalised per Customer. The following provides the session index: Code Session Session Title Duration PV_00 1 System Architecture & Company Setup 75 min PV_00 2 Master Data & Integration Setup 75 min PV_01 1 BoQ Import & Structure 60 min PV_01 2 Cost Recipes & Budget Creation 70 min PV_01 3 Bid Preparation & Submission 60 min PV_02 1 Budget Setup & Cost Code Assignment 50 min PV_02 2 Daily Transactions & Site Data Entry 50 min PV_02 3 Cost Reports & Earned Value Analysis 60 min PV_03 1 Contract Creation from Procurement 60 min PV_03 2 Certifications, Deductions & Cost Codes 50 min PV_03 3 Accounting Transfer, Variations & Reports 55 min PV_04 1 MRF to Requisition 50 min PV_04 2 Supplier Quotation & Evaluation 60 min PV_04 3 Order Creation & Purchase Order 55 min PV_05 1 Warehouse Setup & Goods Receipt 50 min PV_05 2 Issuance, Invoicing, Production & Reports 70 min PV_06 1 Fleet Setup, Allocation & Transactions 45 min PV_06 2 Maintenance, Insurance & Reports 55 min PV_07 1 Employee Management & Timesheets 60 min PV_07 2 Payroll Processing & Labour Productivity 60 min PV_08 1 Chart of Accounts & General Ledger 55 min PV_08 2 Suppliers AP & Customers AR 60 min PV_08 3 Financial Statements & Reporting 60 min PV_09 1 Invoice Processing & Payment Scheduling 50 min PV_09 2 AP Reports, Aging & Reconciliation 50 min PV_10 1 Customer Contract & Certifications 50 min PV_10 2 Claims, Variations, AR & Revenue Recognition 60 min PV_A 1 Daily Transactions & Progress Entry 60 min PV_A 2 Productivity Analysis & Site Reporting 60 min Each session includes hands-on practice exercises, Q&A, and a consolidation review. All sessions are recorded (§6.9) and AI-transcribed to produce personalised reference material for each Customer’s wiki (§6.8). The Comprehensive Training Plans document with full per-topic breakdowns, master data checklists, attendee sign-off sheets, and GAP Analysis sections is handed to each attendee at the start of training (§6.4.2). 6.4.5 Training Completion Criteria Implementation training for each role-based track is deemed complete when: (a) All scheduled ILT sessions for the track have been delivered. (b) At least 80% of nominated attendees have participated in each session (attendance is recorded). (c) Practical assessment exercises have been completed with a minimum competency score of 70%. (d) The Customer’s Project Manager has signed a Training Completion Certificate confirming satisfaction with the training delivered. Training completion is a prerequisite for UAT commencement (§5.8.1). The Provider shall not invite the Customer to begin UAT until the applicable role-based training tracks have been completed to the satisfaction of both Parties. 6.4.6 Attendance Tracking & Schedule Accommodation The Provider maintains a formal attendance register for every training session, recording the attendee name, role, knowledge area covered, session date, and duration. Attendance records are published to the Customer’s dedicated wiki (§6.7.1) and included in the Training Completion Certificate (§6.4.4). Recognising that Customer personnel cannot be fully withdrawn from their operational responsibilities during the onboarding phase, training sessions are deliberately structured and scheduled to accommodate the Customer’s daily workload. Sessions are: Modular: Broken into focused sessions of 45–75 minutes (§6.4.3.1) rather than full-day marathons, enabling attendees to fulfil operational duties between sessions. Flexible: Scheduled around the Customer’s operational peaks, project deadlines, and time-zone constraints — the Provider adjusts the training calendar in collaboration with the Customer’s Training Coordinator. Scrambled: Sessions across different modules and role tracks are interleaved (not delivered sequentially by module), allowing team members to attend the sessions relevant to their role without blocking colleagues from attending other tracks simultaneously. Repeatable: Critical sessions are offered on multiple dates/times to accommodate shift patterns, site-based personnel, and absentees. All sessions are recorded (§6.8) for asynchronous review. 6.4.7 Training Feedback, Change Requests & GAP Analysis Under each Training Plan, the Provider establishes a structured feedback mechanism that enables attendees to register qualms, configuration requirements, and change requests encountered during training sessions. This captures: (a) Qualms: Concerns, uncertainties, or objections raised by users regarding workflows, UI design, or business-rule implementation that may indicate misalignment between the system configuration and the Customer’s operational expectations. (b) Configuration Requirements: Requests for field-label changes, additional dropdown values, custom report layouts, modified approval hierarchies, or other configuration adjustments identified during hands-on training exercises. (c) Change Requests: Formal requests for workflow modifications, new functionality, or integration enhancements that go beyond configuration and require development effort, logged in accordance with the Change Management process (§4.5). At the conclusion of the implementation training phase, the Provider consolidates all registered items into a GAP Analysis Document — a structured report that categorises every qualm, configuration requirement, and change request by module, severity, and recommended resolution. The GAP Analysis Document is formally presented to the Customer for review and written approval before the Provider proceeds with any remediation, configuration adjustment, or change-request implementation. The approved GAP Analysis Document forms a binding addendum to the Implementation Plan (§2.4) and its resolution status is tracked through to closure. 6.5 Train-the-Trainer (T3) Programme 6.5.1 Objective The T3 programme creates a cadre of Customer-designated Super Users who are certified to deliver first-line training within their organisation, reducing dependency on the Provider for routine enablement activities and accelerating the onboarding of new hires. 6.5.2 Eligibility & Selection Super User candidates must: Have completed the full implementation training curriculum for their assigned module(s). Demonstrate advanced proficiency through a practical assessment administered by the Provider. Be nominated by the Customer’s Project Manager and committed to the T3 programme for a minimum of twelve (12) months. Have sufficient organisational authority to conduct training sessions and enforce adoption standards. The Provider recommends a minimum of two (2) and a maximum of three (3) Super Users per activated module to ensure coverage for absence, attrition, and workload distribution. 6.5.3 Certification Curriculum The T3 certification programme covers: (a) Advanced Module Mastery: Deep-dive into module configuration, edge cases, and advanced workflows beyond standard end-user training. (b) Training Delivery Skills: Principles of adult learning, session planning, facilitation techniques, and competency assessment — enabling Super Users to deliver effective training sessions. (c) First-Line Troubleshooting: Common user errors, misconfiguration diagnosis, escalation procedures, and effective use of the Provider Service Desk (§4.2). (d) Knowledge Base Navigation: Proficiency in using the Platform’s integrated knowledge base to find answers, update internal documentation, and contribute to the Customer’s internal wiki. (e) Release Readiness: How to interpret release notes, assess training impact of new features, and prepare internal communications for Release/Update and Upgrade deployments (§4.7, §4.8). 6.5.4 Certification & Renewal Super Users who complete the T3 curriculum and pass the certification assessment receive a DANAOS Certified Super User credential, valid for twelve (12) months. Renewal requires: Completion of the annual Release Readiness update training. Demonstrated continued activity — delivery of at least two (2) internal training sessions during the certification period. Passing a refresher assessment covering any new features or workflow changes introduced since the last certification. 6.6 DANAOS ProjectVIEW ERP Champions Programme 6.6.1 Overview Beyond the Super User / Train-the-Trainer cadre (§6.5), each Customer is required to designate DANAOS ProjectVIEW ERP Champions — senior power users who serve as the Customer’s primary operational interface with the Provider from Go-Live onwards. Champions undergo a specialised training programme with formal examinations and assume an elevated role encompassing Level 1 support, user advocacy, and strategic communication with the Provider. 6.6.2 Minimum Requirement & Selection Each Customer must designate a minimum of two (2) Champions: one (1) Main Champion and one (1) Deputy Champion. The dual-Champion requirement ensures continuity of coverage during leave, travel, or attrition. The Provider recommends that larger organisations (>50 Authorised Users) designate additional Champions to cover distinct functional domains (e.g., Finance Champion, Project Champion). Champion candidates must: Have completed the full implementation training curriculum for their assigned module(s) with a minimum assessment score of 80% (above the standard 70% threshold). Hold the DANAOS Certified Super User credential (§6.5.4) or be concurrently enrolled in the T3 programme. Demonstrate cross-module awareness — Champions must understand the inter-module data flows and dependencies, not just their primary module. Be nominated by the Customer’s senior management and committed to the Champion role for a minimum of twelve (12) months. Have direct access to the Customer’s executive sponsor for escalation purposes. 6.6.3 Champions Training & Examination Champion candidates undergo a specialised training programme that extends beyond the standard Super User certification and covers: (a) Cross-Module Integration Mastery: End-to-end data-flow understanding across all activated modules, including inter-module triggers, cascading approvals, and consolidated reporting — mirroring the simulation scenarios defined in §5.5.2. (b) Intranet & Extranet Support: Configuration and operational knowledge for both the internal company portal (intranet users) and the external stakeholder portal (extranet/portal users), including access management, permission troubleshooting, and data-visibility controls. (c) Escalation & Communication Protocol: Formal procedures for triaging user issues, determining Level 1 vs. Level 2 classification, raising Service Requests and Incidents via the Provider Service Desk (§4.2), and communicating system updates to internal stakeholders. (d) Process Optimisation Awareness: Understanding of the AI-generated process-optimisation reports (§5.9) and the ability to interpret and advocate for recommended workflow improvements within the Customer’s organisation. (e) GAP Analysis Facilitation: Skills to collect, categorise, and prioritise user qualms, configuration requirements, and change requests during training and operational use, contributing to the ongoing GAP Analysis process (§6.4.6). Champions training concludes with a formal examination comprising: Written Assessment: A multiple-choice and short-answer examination covering cross-module knowledge, support protocols, and escalation procedures. Minimum pass mark: 80%. Practical Scenario Assessment: Live troubleshooting scenarios conducted in the Dev/Sandbox environment, where the candidate must diagnose, resolve, or correctly escalate simulated user issues within defined time constraints. Communication Exercise: Preparation and delivery of a mock stakeholder communication (e.g., system-update briefing, incident notification) evaluated for clarity, accuracy, and professionalism. Candidates who pass all three examination components receive the DANAOS ProjectVIEW ERP Champion credential, valid for twelve (12) months and renewable via the same process as Super User recertification (§6.5.4), with the addition of a refresher examination. 6.6.4 Champion Responsibilities Upon certification, Champions assume the following responsibilities: (a) Level 1 Support — Intranet Users: Serve as the first point of contact for all internal company users (intranet) encountering operational issues, answering how-to questions, resolving configuration queries, and guiding users through standard workflows before any issue is escalated to the Provider Service Desk. (b) Level 1 Support — Extranet/Portal Users: Provide equivalent first-line support for external stakeholder users accessing the Customer’s ProjectVIEW portal (extranet), including subcontractors, joint-venture partners, and client representatives, addressing access issues, data-visibility queries, and document-sharing workflows. (c) Provider Communication Channel: Act as the Customer’s designated communication channel with the Provider from Go-Live onwards. Champions raise Service Requests and Incidents (§4.2), participate in the WhatsApp Business support group (§4.3), attend Quarterly Service Reviews (§3.9), and relay Provider communications (release notes, maintenance windows, service advisories) to the Customer’s user base. (d) Adoption & Compliance Monitoring: Monitor user adoption patterns, identify under-utilised features, flag shadow processes or workaround behaviours, and advocate for system-native workflows in alignment with the training curriculum. (e) Continuous Improvement Input: Provide structured feedback to the Provider during Quarterly Service Reviews, contribute to the CSI register (§4.10), and facilitate user-feedback collection for process-optimisation recommendations (§5.9). (f) Knowledge Transfer: Maintain and curate the Customer’s internal wiki content, ensure new hires are onboarded using the personalised training materials (§6.8.3), and conduct ad-hoc refresher sessions for their user community. 6.7 Post Go-Live Enablement 6.7.1 Ongoing Training Triggers The Provider shall deliver additional training sessions post Go-Live when triggered by any of the following events: Trigger Training Response Delivery Channel Lead Time Release/Update (v11.xx) Release-specific training covering new/changed features relevant to the Customer Self-paced video + optional live Q&A Delivered with or before release deployment Upgrade (v11 → v12) Comprehensive upgrade training covering all material changes to UI, workflows, and functionality ILT (virtual or on-site) + self-paced modules Minimum 10 Business Days before upgrade Go-Live New User Onboarding Role-based training for newly activated Authorised Users Self-paced modules + Super User guided session Within 5 Business Days of user activation Role Change Incremental training for users transitioning to a new role with different module access Super User guided session + self-paced modules Within 5 Business Days of role change Process Change Training on reconfigured workflows, new approval chains, or modified business rules ILT (virtual) + updated documentation Prior to process-change activation in Production Support Ticket Pattern Targeted remedial training when ticket analytics identify recurring user-error clusters ILT or self-paced — at Provider’s recommendation Within 10 Business Days of pattern identification Customer Request Ad-hoc training on any module or process area requested by the Customer ILT (virtual or on-site) as agreed Scheduled within 15 Business Days of request 6.7.2 Release Training Protocol For each Release/Update and Upgrade, the Provider shall: (a) Publish detailed release notes within the Platform at least five (5) Business Days prior to deployment. (b) Classify each change as Training Impact: High (new workflow/UI), Medium (modified behaviour), or Low (bug fix / cosmetic). (c) Produce updated self-paced video modules for all High-impact changes. (d) Conduct a live Release Briefing session (30–60 minutes) for Customer Super Users, covering all High and Medium-impact changes. (e) Update all affected knowledge-base articles, quick-reference cards, and process guides. (f) Notify all Authorised Users of available training materials via in-application notification. 6.8 Per-Client Training Wiki & Knowledge Base 6.8.1 Per-Client Training Wiki Each Customer is provisioned with a dedicated, AI-enhanced training wiki at https://docs.projectview.wiki/[client], accessible to all Authorised Users via single sign-on (SSO). The wiki serves as the Customer’s central repository for all personalised training and knowledge-transfer assets, including: Recorded Training Sessions: Full video recordings of every instructor-led training session delivered during onboarding and post Go-Live, organised by module and role. AI-Generated Transcripts: Automated transcriptions of every recorded session, processed through AI to produce searchable, timestamped text with speaker identification, key-topic indexing, and action-item extraction. Role-Specific Manuals: Personalised user manuals generated per role, incorporating the Customer’s specific module configuration, field labels, workflow names, and approval hierarchies. Training Plans & Curricula: The agreed Training Plan, module curricula, assessment criteria, and completion records for each training track. Quick-Reference Cards: Printable, one-page summaries for common tasks (e.g., “How to Create a Purchase Order”), auto-generated from the Customer’s configured workflows. Video Library: Curated feature walkthroughs, quick-tip videos (2–5 minutes), and guided demonstrations maintained by the Provider and supplemented by the Customer’s own recorded sessions. FAQ & Troubleshooting: Common issues, workarounds, and diagnostic steps — continuously updated based on the Customer’s support-ticket patterns and AI analysis. Release Notes: Customer-specific release notes highlighting changes relevant to the Customer’s activated modules and configuration. ProjectVIEW Client Wiki — https://docs.projectview.wiki 6.8.2 Platform Release Centre In addition to the per-Client wiki, the Provider might maintain a central Help Knowledge Base as part of the Platform containing platform-wide documentation organised into the following tiers: Tier Content Type Audience Update Frequency Tier 1 — Platform Guides Module-by-module functional documentation, screenshots, step-by-step workflows All Authorised Users Updated with each Release/Update Tier 2 — Administration Guides System configuration, user management, role/permission setup, integration configuration Customer IT / Super Users Updated with each Release/Update Tier 3 — API & Integration Documentation REST/GraphQL API reference, webhook specifications, third-party connector guides Customer IT / Integration developers Updated with each Release/Update Tier 4 — Video Library Recorded training sessions, feature walkthroughs, quick-tip videos (2–5 min) All Authorised Users New videos per Release; library curated quarterly Tier 5 — Release Notes Archive Detailed release notes for every Release/Update and Upgrade, with change classification Super Users, Customer IT, Management Published per Release/Update Tier 6 — FAQ & Troubleshooting Common issues, known limitations, workarounds, diagnostic steps All Authorised Users / Super Users Continuously updated based on ticket patterns 6.8.3 Documentation Standards All Provider-authored documentation — whether published on the per-Client wiki or the central Knowledge Base — shall comply with the following quality standards: Accuracy: Documentation reflects the current production version of ProjectVIEW ERP. Outdated content is archived within five (5) Business Days of a superseding release. Completeness: Every activated module has corresponding Tier 1 and Tier 2 documentation. No feature is deployed without accompanying documentation. Clarity: Written in clear, jargon-minimised English. Screenshots are annotated with numbered callouts. Procedures use numbered steps with expected outcomes. Searchability: All articles are tagged with module names, role tags, and feature keywords. Full-text search and AI-powered semantic search are available across both the wiki and the central Knowledge Base. Version Control: Documentation is version-controlled in line with the application release it describes. Historical versions are retained for reference. Personalisation: Per-Client wiki content reflects the Customer’s specific configuration, field labels, workflow names, and organisational terminology — not generic platform documentation. 6.9 Session Recording & AI Transcription 6.9.1 Recording Policy All instructor-led training sessions delivered during the onboarding and implementation phase are recorded by the Provider as standard practice. Post Go-Live training sessions (§6.6) are also recorded unless the Customer explicitly opts out. Recordings are captured in high-definition audio/video format and stored on the Customer’s dedicated wiki. Recordings are organised by: Module (e.g., Project-Management, Procurement-Management). Role track (e.g., PM track, Finance track, Site Engineer track). Date and trainer, enabling rapid navigation to specific sessions. 6.9.2 AI Transcription & Content Generation Each recorded session is processed through the Provider’s AI transcription pipeline to generate: (a) Timestamped Transcript: Full text of the session with speaker identification, searchable by keyword, topic, or module area. Users can click any transcript segment to jump to the corresponding video timestamp. (b) Key-Topic Index: AI-extracted topic headings and subheadings that provide a structured table of contents for each session, enabling users to navigate directly to the subject matter relevant to their role. (c) Action Items & Follow-Ups: Automatically extracted action items, questions raised, and follow-up commitments made during the session, linked to the relevant timestamp and assigned to the appropriate party. (d) Role-Specific Summaries: AI-generated session summaries tailored to each role — for example, a Finance user viewing a Project-Management session receives a summary focused on the budget and cost implications discussed, rather than the full project-scheduling content. (e) Glossary Enrichment: Customer-specific terminology, abbreviations, and project names mentioned during training are automatically extracted and added to the wiki’s glossary, ensuring that AI-powered search understands the Customer’s internal language. 6.9.3 Personalised Training Material Generation The combination of recorded sessions, AI transcripts, and the Customer’s configuration metadata enables the Provider to generate highly personalised training assets: Per-Role Training Digest: A consolidated document for each role (e.g., “Project Manager Onboarding Guide”) that assembles relevant segments from multiple training sessions, supplemented with screenshots from the Customer’s actual configuration. Scenario-Based Quick Guides: Step-by-step guides generated from real training demonstrations (e.g., “How to Process a Variation Order at [Customer Name]”), using the Customer’s field names, approval workflows, and terminology. New-Hire Onboarding Pack: A curated selection of recorded sessions, transcripts, and quick-reference cards automatically assembled based on the new hire’s assigned role, providing a self-service onboarding experience that mirrors the original implementation training. Refresher Micro-Modules: AI-generated short video clips (2–5 minutes) extracted from longer training sessions, focusing on single tasks or concepts, ideal for just-in-time refresher viewing. This capability creates a unique, compounding knowledge asset for each Customer — every training interaction enriches the wiki, making subsequent onboarding faster, support-ticket volume lower, and user proficiency higher. No two Customers’ training libraries are the same, because no two Customers’ configurations, terminology, or operational contexts are the same. 6.10 AI-Assisted Learning 6.10.1 In-Application AI Guidance The Provider leverages AI capabilities to provide intelligent, contextual learning experiences directly within the ProjectVIEW ERP interface: (a) Contextual Help Panel: An AI-driven help panel that detects the user’s current screen and task, and surfaces the most relevant knowledge-base articles, video clips, and step-by-step guides without the user needing to leave the application. (b) Guided Walkthroughs: Interactive, step-by-step overlays that guide first-time users through complex workflows (e.g., creating a project, raising a purchase order, generating a report), highlighting each UI element in sequence. (c) Intelligent Search: Natural-language search across the knowledge base and training library, powered by semantic understanding rather than keyword matching, enabling users to find answers using plain-language questions. (d) Proactive Suggestions: AI-generated suggestions surfaced when the system detects common error patterns (e.g., incomplete form submissions, repeated navigation to incorrect screens), offering corrective guidance before a support ticket is raised. 6.10.2 Learning Analytics The AI-assisted learning system generates anonymised usage analytics that inform the continuous improvement of training materials: Most-accessed help topics — indicating areas of user uncertainty or complexity. Search queries with no results — identifying documentation gaps. Guided walkthrough completion rates — highlighting workflows that may need simplification. Time-to-proficiency metrics by role and module — benchmarking the effectiveness of the training programme. Learning analytics are included in the Quarterly Service Review (§3.9) and used to prioritise knowledge-base improvements in the CSI register (§4.10). 6.11 Customer Responsibilities To ensure the effectiveness of the TKT framework, the Customer shall: (a) Consent to the recording of instructor-led training sessions for the purpose of generating personalised training materials on the Customer’s dedicated wiki; or provide written notice of opt-out prior to each session. (b) Nominate a Training Coordinator who serves as the single point of contact for all training logistics, scheduling, and feedback. (c) Ensure nominated attendees are released from operational duties for the duration of scheduled training sessions. (d) Provide the Provider with timely notification of new-user activations, role changes, and organisational restructuring that may trigger training needs. (e) Nominate and support Super User candidates for the T3 programme, including allocation of time for certification activities and internal training delivery. (f) Distribute Provider-supplied training materials and release notes to relevant personnel within their organisation. (g) Provide feedback on training quality, relevance, and effectiveness through the post-session evaluation forms supplied by the Provider. (h) Maintain internal documentation (e.g., organisation-specific process guides, work instructions) that supplements the Provider’s standard training materials. (i) Champion Designation: Designate a minimum of two (2) DANAOS ProjectVIEW ERP Champions (Main and Deputy) in accordance with §6.6, and ensure Champion availability for Level 1 support duties and Provider communication from Go-Live onwards. (j) GAP Analysis Participation: Review and provide written approval of the consolidated GAP Analysis Document (§6.4.6) within ten (10) Business Days of receipt; unreasonable delay in GAP Analysis approval may impact the implementation timeline. 6.12 Training Governance & Metrics 6.12.1 Training Metrics The Provider shall track and report the following training metrics, included in the Quarterly Service Review (§3.9): Metric Definition Target Training Completion Rate Percentage of nominated users who complete their assigned training tracks ≥ 90% within 30 days of nomination Assessment Pass Rate Percentage of trainees achieving the minimum competency score (70%) ≥ 85% T3 Certification Rate Percentage of nominated Super Users who achieve certification ≥ 90% Time-to-Proficiency Average elapsed days from user activation to independent operational use (no support escalation) ≤ 15 Business Days Training Satisfaction Score Average post-session evaluation rating (1–5 scale) ≥ 4.0 Training-Related Ticket Ratio Percentage of support tickets attributable to training gaps (tagged “user error / training”) < 10% of total ticket volume Knowledge Base Utilisation Average monthly unique knowledge-base sessions per Authorised User ≥ 2.0 Documentation Currency Percentage of knowledge-base articles updated within 5 Business Days of a superseding release 100% Champion Certification Rate Percentage of designated Champion candidates who pass the Champion examination (§6.6.3) ≥ 100% (mandatory) GAP Analysis Turnaround Elapsed Business Days from training completion to approved GAP Analysis Document ≤ 15 Business Days 6.12.2 Training Review Cadence The training programme is reviewed and updated on the following cadence: Per Release: Training impact assessment, material updates, and Super User briefing (§6.7.2). Quarterly: Training metrics review during QSR (§3.9); CSI actions logged for training improvements. Annually: Full TNA refresh; T3 recertification; curriculum review against the Platform roadmap and Customer’s organisational evolution. 6.13 Intellectual Property & Licensing All training materials, knowledge-base content, video recordings, and documentation produced by the Provider remain the Intellectual Property of the Provider (§1.4 — Intellectual Property Rights). The Customer is granted a non-exclusive, non-transferable licence to use such materials solely for the purpose of internal training and knowledge transfer in connection with the Customer’s licensed use of ProjectVIEW ERP. The Customer shall not: Reproduce, distribute, or make available any Provider training materials to third parties without the Provider’s prior written consent. Use Provider training materials for the purpose of training personnel of any entity other than the Customer named in this Framework. Modify, adapt, or create derivative works from Provider training materials without the Provider’s prior written consent. Customer-authored internal documentation (e.g., organisation-specific process guides, work instructions) remains the Intellectual Property of the Customer. 6.14 Process Register 6.14.1 Process Registry Ref Process Trigger Handler Approver Expected Outcome Cross-Ref P-6.01 Training Needs Assessment New Customer onboarding or annual review Provider Training Lead Customer PM + SDM TNA document completed; Training Plan agreed §2.4, §6.4.1 P-6.02 Implementa tion Training Delivery Training Plan schedule Provider Trainer Customer PM All ILT sessions delivered; attendance recorded; assessments completed §6.4.2, §6.4.3 P-6.03 Training Completion Certification All track sessions delivered + assessments passed Provider Training Lead Customer PM Training Completion Certificate signed; UAT prerequisite met §6.4.4, §5.8.1 P-6.04 T3 Candidate Nomination Customer PM nomination Customer PM SDM Super User candidates confirmed; T3 schedule agreed §6.5.2 P-6.05 T3 Certification Completion of T3 curriculum + assessment Provider Training Lead SDM DANAOS Certified Super User credential issued §6.5.3, §6.5.4 P-6.06 Release Training New Release/Update or Upgrade deployed Provider Training Lead SDM Updated materials published; Super User briefing delivered; users notified §6.7.2, §4.7, §4.8 P-6.07 New User Onboarding Training New Authorised User activated Super User + Champion + Provider Customer Training Coordinator New user completes role-based training within 5 Business Days §6.7.1, §3.7 P-6.08 Knowledge Base Update Release deployment or ticket pattern analysis Provider Documentation Team Provider Training Lead All affected articles updated within 5 Business Days §6.8.1, §6.8.2 P-6.09 Training Gap Remediation Support ticket pattern identifies training gap Provider Training Lead SDM Targeted remedial training delivered within 10 Business Days §6.7.1, §4.10 P-6.10 Annual TNA Refresh & Curriculum Review 12-month anniversary of last TNA Provider Training Lead + Customer PM SC Updated TNA; revised Training Plan; T3/Champion recertification scheduled §6.12.2 P-6.11 Session Recording & AI Transcriptio n Completion of any ILT session Provider Training Lead SDM Recording published to Client wiki; AI transcript generated with topic index, action items, and role-specific summaries §6.9 P-6.12 Client Wiki Content Curation New release, training session, or quarterly cycle Provider Documentation Team Provider Training Lead Wiki updated with new materials; personalised role manuals regenerated; FAQ enriched from ticket patterns §6.8 P-6.13 Champion Certification & Examination Completion of Champion training programme Provider Training Lead SDM + Customer PM Champion examination administered; DANAOS ProjectVIEW ERP Champion credential issued to passing candidates §6.6.3 P-6.14 GAP Analysis Generation & Approval Conclusion of implementation training phase Provider Training Lead Customer PM + SDM Consolidated GAP Analysis Document delivered; Customer written approval obtained; remediation plan agreed §6.4.6 6.14.2 RACI Matrix R = Responsible | A = Accountable | C = Consulted | I = Informed Process Provider Training Super User Champion Customer PM SDM Customer Users P-6.01 TNA R — C R/A A I P-6.02 Impl. Training R C C A I I P-6.03 Training Cert. R I I A I I P-6.04 T3 Nomination C — — R A I P-6.05 T3 Certification R R I I A I P-6.06 Release Training R C C I A I P-6.07 New User Onboarding C R R A I I P-6.08 KB Update R I I I A I P-6.09 Gap Remediation R C C C A I P-6.10 Annual TNA Refresh R C C R A C P-6.11 Session Recording R I I I A I P-6.12 Wiki Curation R C C I A I P-6.13 Champion Cert. R I R A A I P-6.14 GAP Analysis R C R A A I 6.14.3 Process Flow — Training & Knowledge Transfer Lifecycle Stage Activity Role Output ① Assess Conduct Training Needs Assessment; map roles to modules; identify proficiency gaps Provider Training Lead + Customer PM TNA Document + Training Plan ② Design Develop role-based curricula; prepare materials, exercises, and assessments; hand training plans to attendees Provider Training Lead Module Syllabi + Training Materials + Attendee Plans ③ Deliver Execute ILT sessions (hands-on + online); record attendance per session and knowledge area; scramble schedule around client workload; collect qualms, configurations, and change requests Provider Trainer + Champion Session Records + Assessment Results + Feedback Register ④ Analyse Consolidate registered qualms, configuration requirements, and change requests into GAP Analysis Document; present to Customer for written approval Provider Training Lead Approved GAP Analysis Document ⑤ Certify Evaluate training completion; issue Training Completion Certificate; certify T3 Super Users; administer Champion examinations and issue Champion credentials Provider Training Lead + Customer PM Signed Certificate + T3 Credentials + Champion Credentials ⑥ Enable Activate in-application guidance; publish knowledge base; release self-paced modules; publish recorded sessions and AI transcripts to Client wiki Provider Documentation Team Live Knowledge Base + Video Library + AI Transcripts ⑦ Sustain Deliver release training; onboard new users; conduct remedial sessions per ticket patterns; Champions provide Level 1 support for intranet and extranet users Provider Training + Super Users + Champions Updated Materials + Onboarding Records + L1 Support Logs ⑧ Measure Track training metrics; analyse learning analytics; identify improvement areas; review Champion effectiveness Provider Training Lead + SDM Training Metrics Report + Champion Performance Report ⑨ Improve Refresh TNA annually; update curricula; recertify Super Users and Champions; log CSI actions Provider Training Lead + SC Revised Training Plan + CSI Actions ← PreviousSoftware Quality & TestingNext →Data Protection & Privacy See how ProjectVIEW ERP runs in a dedicated cloud environment for your projects. 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Chapter 6 · ProjectVIEW ERP Master SaaS Framework Training is a continuous enablement programme, not a one-off implementation task: a training needs assessment, role-based module curricula, Train-the-Trainer certification and a Champions Programme with a minimum of two certified Champions per customer. Chapter 6 also covers the per-client training wiki, session recording with AI transcription, in-application AI guidance and training metrics. 2+certified Champions per customer T3Train-the-Trainer certification Per clienttraining wiki & knowledge base 6.1 Overview & Purpose This chapter defines the Training & Knowledge Transfer (TKT) framework governing how the Provider equips the Customer’s personnel with the skills, knowledge, and operational competence required to maximise the value derived from ProjectVIEW ERP throughout the Subscription Term. Effective training is a critical success factor for enterprise SaaS adoption. Industry data consistently demonstrates that inadequate end-user training is the primary cause of ERP under-utilisation, shadow processes, and avoidable support-ticket volume. The Provider’s TKT framework is therefore designed not as a one-time implementation activity, but as a continuous enablement programme that evolves with the Customer’s organisational maturity and the Platform’s feature roadmap. The framework encompasses both online and hands-on training delivery, self-paced digital learning, contextual in-application guidance, train-the-trainer certification, and a per-Client knowledge wiki — all calibrated to the Customer’s activated modules, role taxonomy, and operational workflows. Each Customer is provisioned with a dedicated, AI-enhanced documentation wiki at https://docs.projectview.wiki/[client] containing personalised training materials, recorded session transcripts, role-specific manuals, video libraries, and curriculum plans. All implementation training sessions are recorded and processed through AI transcription to generate personalised, searchable training content unique to each Customer’s configuration, terminology, and operational context. 6.2 Scope The TKT framework covers: (a) Implementation Training: Structured training delivered during the implementation phase (§2.4) prior to Go-Live, covering all activated modules and customer-specific configurations. (b) Post Go-Live Enablement: Ongoing training delivered after Go-Live to address new features introduced via Releases/Updates (§4.7), Upgrades (§4.8), and organisational changes (new hires, role changes, departmental expansion). (c) Train-the-Trainer Programme: Certification of Customer-designated Super Users who assume responsibility for first-line internal training and support within their organisation. (d) Knowledge Base & Documentation: Maintenance and delivery of comprehensive platform documentation, process guides, video tutorials, and release notes accessible through the the Platform’s integrated release management module and the Customer’s dedicated wiki at https://docs.projectview.wiki/[client]. (e) Per-Client Training Wiki: A dedicated, AI-enhanced documentation portal provisioned for each Customer, hosting personalised training materials, recorded session libraries, role-specific manuals, training plans and curricula, and AI-generated transcripts. (f) AI-Assisted Learning: Integration of AI-driven contextual help, guided workflows, and intelligent search within the ProjectVIEW ERP interface to provide just-in-time assistance during daily operations. (g) Session Recording & AI Transcription: All onboarding and training sessions are recorded and processed through AI transcription to produce personalised, searchable training material per Client and per role, creating a unique knowledge asset that compounds over the lifecycle of the engagement. (h) DANAOS ProjectVIEW ERP Champions Programme: A specialised training and examination programme for Customer-designated Champions who serve as Level 1 support contacts for intranet and extranet users and as the primary communication channel with the Provider from Go-Live onwards (§6.6). (i) GAP Analysis & Feedback: A structured mechanism for attendees to register qualms, configuration requirements, and change requests during training, consolidated into a GAP Analysis Document for Customer approval (§6.4.6). 6.3 Training Delivery Model 6.3.1 Delivery Channels The Provider delivers training through a blended model combining online (virtual instructor-led and self-paced) and hands-on (on-site instructor-led) delivery, comprising five complementary channels: Channel Format Audience When Duration Hands-On ILT (On-Site) In-person instructor-led sessions at the Customer’s premises with live system access Customer project team, end users, management Implementation phase; complex modules; Go-Live readiness 4–8 hours per module Online ILT (Virtual) Live virtual sessions via MS Teams / Zoom with shared-screen system access Distributed teams, remote users, post Go-Live refreshers Implementation phase + post Go-Live on request 2–4 hours per module Self-Paced Digital Learning Pre-recorded video modules, interactive walkthroughs, quizzes — hosted on Client wiki All Authorised Users Available continuously via https://docs.projectview.wiki/[client] 15–45 minutes per module In-Application Guidance Contextual tooltips, guided tours, embedded help panels within ProjectVIEW UI All Authorised Users during daily operations Always-on within the ProjectVIEW UI N/A — on-demand Train-the-Trainer (T3) Intensive certification programme — virtual or on-site Customer Super Users (max 3 per module) Implementation phase; refreshed annually 2–3 days per certification track 6.3.2 Training Environment All hands-on training is conducted exclusively in the Customer’s dedicated Dev/Sandbox environment (§2.3.1), which: Contains anonymised production-equivalent data sufficient for realistic training scenarios. Is architecturally identical to Production, ensuring that trained workflows translate directly to live operations. Can be reset to a known-good baseline between training sessions to ensure consistent starting conditions. Is isolated from Production — trainees cannot inadvertently affect live data or active user sessions. Post Go-Live, the Staging environment (§2.3.2) serves the same training function, with the additional benefit of reflecting the latest production configuration. 6.4 Implementation Training Programme 6.4.1 Training Needs Assessment Prior to the commencement of implementation training, the Provider shall conduct a Training Needs Assessment (TNA) in collaboration with the Customer’s Project Manager. The TNA identifies: (a) The Customer’s activated modules and their interdependencies. (b) The organisational role taxonomy and the mapping of roles to ProjectVIEW permission sets. (c) The number of users per role requiring training, and their current proficiency levels with ERP systems. (d) Customer-specific business processes, approval workflows, and reporting requirements that training must address. (e) Language requirements — all standard training materials are provided in English; translation requirements are identified during the TNA. (f) Preferred training schedule, considering the Customer’s operational calendar, time zones, and availability constraints. 6.4.2 Training Plan Based on the TNA, the Provider shall deliver a structured Training Plan for each role-based track. A physical or digital copy of the Training Plan is handed to each attendee at the start of their first onboarding session, providing full visibility into the curriculum, schedule, and expected outcomes. The Training Plan contains: Component Description Training Calendar Date/time schedule for all ILT sessions, aligned to the implementation project plan milestones. Module Curriculum Per-module syllabus covering learning objectives, hands-on exercises, and assessment criteria. Role-Based Tracks Training paths tailored to each role (PM, Finance, Procurement, Site, Executive) ensuring users learn only what is relevant to their function. Prerequisite Map Dependencies between modules (e.g., Budget-Management training requires completion of Project-Management training). Assessment Strategy Competency evaluation approach — practical exercises, scenario-based assessments, knowledge checks. Resource Allocation Named Provider trainers assigned to each track; Customer attendee lists confirmed. Materials Package Training manuals, quick-reference cards, exercise workbooks, and video recordings delivered prior to each session. 6.4.3 Module Training Curriculum The following table outlines the standard training curriculum mapped to the DANAOS ProjectVIEW ERP module suite, based on the Comprehensive Training Plans with Module Interdependencies & Data Flow Mapping. Customer-specific sessions are added based on the TNA (§6.4.1). Total programme duration: 136 hours across 29 sessions plus the cross-modular Site Operations domain. Code Module Target Roles Duration Sessions PV_00 ProjectVIEW ERP Core Digital Transformation Mgr (D20), Project Mgr (D11), IT Mgr (D21), Champion, C-Level (D22) 8 hrs 2 PV_01 Budget Estimation – Bidding Cost Estimator (D3), Commercial/BD Mgr (D2), Bidding Mgr (D1), Planner (D6), QS (D5), Champion 12 hrs 3 PV_02 Cost Control Cost Controller (D4), Construction Mgr (D10), Cost Estimator (D3), Planner (D6), PM (D11), QS (D5), Champion 12 hrs 3 PV_03 Subcontractors Management Contract Mgr (D7), QS (D5), Cost Controller (D4), Procurement Mgr (D8), PM (D11), Champion 12 hrs 3 PV_04 Procurement & Purchasing Procurement Mgr (D8), Store/Warehouse Mgr (D9), Cost Controller (D4), PM (D11), Champion 12 hrs 3 PV_05 Materials & Production Management Store/Warehouse Mgr (D9), Procurement Mgr (D8), Production Mgr (D17), Site Engineer (D12), Champion 12 hrs 2 PV_06 Machinery Management Plant/Fleet Mgr (D15), Site Engineer (D12), PM (D11), Maintenance Mgr, Champion 12 hrs 2 PV_07 HRMS – Payroll HR Manager (D16), Payroll Officer, PM (D11), Cost Controller (D4), Champion 12 hrs 2 PV_08 Accounting – Finance Management Chief Accountant (D18), Finance Mgr (D19), Cost Controller (D4), PM (D11), Champion 16 hrs 3 PV_09 Suppliers Account Payables Accounts Payable Officer, Chief Accountant (D18), Procurement Mgr (D8), Champion 8 hrs 2 PV_10 Customers Account Receivables Contract Mgr (D7), QS (D5), Chief Accountant (D18), Commercial Mgr (D2), Champion 12 hrs 2 PV_A Site Operations & Labour Productivity Site Engineer (D12), Foreman (D13), Safety Officer (D14), PM (D11), Champion 8 hrs 2 Prerequisite Chain: PV_00 (Core) is mandatory for all personnel before any module training. Module prerequisites follow the trilateral data-flow architecture: PV_01 → PV_02 → PV_03 (estimation → cost control → subcontractors); PV_00 → PV_04 → PV_05 (core → procurement → materials); PV_08 is required before PV_09/PV_10 (accounting before AP/AR). The cross-modular domain PV_A requires PV_02 + PV_06 + PV_07. 6.4.4 Session Breakdown per Module Each module is delivered across focused sessions of 50–75 minutes, structured to accommodate the Customer’s operational workload (§6.4.5). The detailed session breakdown, including per-topic time estimates, knowledge area descriptions, integration touchpoints, and hands-on exercises, is documented in the Provider’s Comprehensive Training Plans document and personalised per Customer. The following provides the session index: Code Session Session Title Duration PV_00 1 System Architecture & Company Setup 75 min PV_00 2 Master Data & Integration Setup 75 min PV_01 1 BoQ Import & Structure 60 min PV_01 2 Cost Recipes & Budget Creation 70 min PV_01 3 Bid Preparation & Submission 60 min PV_02 1 Budget Setup & Cost Code Assignment 50 min PV_02 2 Daily Transactions & Site Data Entry 50 min PV_02 3 Cost Reports & Earned Value Analysis 60 min PV_03 1 Contract Creation from Procurement 60 min PV_03 2 Certifications, Deductions & Cost Codes 50 min PV_03 3 Accounting Transfer, Variations & Reports 55 min PV_04 1 MRF to Requisition 50 min PV_04 2 Supplier Quotation & Evaluation 60 min PV_04 3 Order Creation & Purchase Order 55 min PV_05 1 Warehouse Setup & Goods Receipt 50 min PV_05 2 Issuance, Invoicing, Production & Reports 70 min PV_06 1 Fleet Setup, Allocation & Transactions 45 min PV_06 2 Maintenance, Insurance & Reports 55 min PV_07 1 Employee Management & Timesheets 60 min PV_07 2 Payroll Processing & Labour Productivity 60 min PV_08 1 Chart of Accounts & General Ledger 55 min PV_08 2 Suppliers AP & Customers AR 60 min PV_08 3 Financial Statements & Reporting 60 min PV_09 1 Invoice Processing & Payment Scheduling 50 min PV_09 2 AP Reports, Aging & Reconciliation 50 min PV_10 1 Customer Contract & Certifications 50 min PV_10 2 Claims, Variations, AR & Revenue Recognition 60 min PV_A 1 Daily Transactions & Progress Entry 60 min PV_A 2 Productivity Analysis & Site Reporting 60 min Each session includes hands-on practice exercises, Q&A, and a consolidation review. All sessions are recorded (§6.9) and AI-transcribed to produce personalised reference material for each Customer’s wiki (§6.8). The Comprehensive Training Plans document with full per-topic breakdowns, master data checklists, attendee sign-off sheets, and GAP Analysis sections is handed to each attendee at the start of training (§6.4.2). 6.4.5 Training Completion Criteria Implementation training for each role-based track is deemed complete when: (a) All scheduled ILT sessions for the track have been delivered. (b) At least 80% of nominated attendees have participated in each session (attendance is recorded). (c) Practical assessment exercises have been completed with a minimum competency score of 70%. (d) The Customer’s Project Manager has signed a Training Completion Certificate confirming satisfaction with the training delivered. Training completion is a prerequisite for UAT commencement (§5.8.1). The Provider shall not invite the Customer to begin UAT until the applicable role-based training tracks have been completed to the satisfaction of both Parties. 6.4.6 Attendance Tracking & Schedule Accommodation The Provider maintains a formal attendance register for every training session, recording the attendee name, role, knowledge area covered, session date, and duration. Attendance records are published to the Customer’s dedicated wiki (§6.7.1) and included in the Training Completion Certificate (§6.4.4). Recognising that Customer personnel cannot be fully withdrawn from their operational responsibilities during the onboarding phase, training sessions are deliberately structured and scheduled to accommodate the Customer’s daily workload. Sessions are: Modular: Broken into focused sessions of 45–75 minutes (§6.4.3.1) rather than full-day marathons, enabling attendees to fulfil operational duties between sessions. Flexible: Scheduled around the Customer’s operational peaks, project deadlines, and time-zone constraints — the Provider adjusts the training calendar in collaboration with the Customer’s Training Coordinator. Scrambled: Sessions across different modules and role tracks are interleaved (not delivered sequentially by module), allowing team members to attend the sessions relevant to their role without blocking colleagues from attending other tracks simultaneously. Repeatable: Critical sessions are offered on multiple dates/times to accommodate shift patterns, site-based personnel, and absentees. All sessions are recorded (§6.8) for asynchronous review. 6.4.7 Training Feedback, Change Requests & GAP Analysis Under each Training Plan, the Provider establishes a structured feedback mechanism that enables attendees to register qualms, configuration requirements, and change requests encountered during training sessions. This captures: (a) Qualms: Concerns, uncertainties, or objections raised by users regarding workflows, UI design, or business-rule implementation that may indicate misalignment between the system configuration and the Customer’s operational expectations. (b) Configuration Requirements: Requests for field-label changes, additional dropdown values, custom report layouts, modified approval hierarchies, or other configuration adjustments identified during hands-on training exercises. (c) Change Requests: Formal requests for workflow modifications, new functionality, or integration enhancements that go beyond configuration and require development effort, logged in accordance with the Change Management process (§4.5). At the conclusion of the implementation training phase, the Provider consolidates all registered items into a GAP Analysis Document — a structured report that categorises every qualm, configuration requirement, and change request by module, severity, and recommended resolution. The GAP Analysis Document is formally presented to the Customer for review and written approval before the Provider proceeds with any remediation, configuration adjustment, or change-request implementation. The approved GAP Analysis Document forms a binding addendum to the Implementation Plan (§2.4) and its resolution status is tracked through to closure. 6.5 Train-the-Trainer (T3) Programme 6.5.1 Objective The T3 programme creates a cadre of Customer-designated Super Users who are certified to deliver first-line training within their organisation, reducing dependency on the Provider for routine enablement activities and accelerating the onboarding of new hires. 6.5.2 Eligibility & Selection Super User candidates must: Have completed the full implementation training curriculum for their assigned module(s). Demonstrate advanced proficiency through a practical assessment administered by the Provider. Be nominated by the Customer’s Project Manager and committed to the T3 programme for a minimum of twelve (12) months. Have sufficient organisational authority to conduct training sessions and enforce adoption standards. The Provider recommends a minimum of two (2) and a maximum of three (3) Super Users per activated module to ensure coverage for absence, attrition, and workload distribution. 6.5.3 Certification Curriculum The T3 certification programme covers: (a) Advanced Module Mastery: Deep-dive into module configuration, edge cases, and advanced workflows beyond standard end-user training. (b) Training Delivery Skills: Principles of adult learning, session planning, facilitation techniques, and competency assessment — enabling Super Users to deliver effective training sessions. (c) First-Line Troubleshooting: Common user errors, misconfiguration diagnosis, escalation procedures, and effective use of the Provider Service Desk (§4.2). (d) Knowledge Base Navigation: Proficiency in using the Platform’s integrated knowledge base to find answers, update internal documentation, and contribute to the Customer’s internal wiki. (e) Release Readiness: How to interpret release notes, assess training impact of new features, and prepare internal communications for Release/Update and Upgrade deployments (§4.7, §4.8). 6.5.4 Certification & Renewal Super Users who complete the T3 curriculum and pass the certification assessment receive a DANAOS Certified Super User credential, valid for twelve (12) months. Renewal requires: Completion of the annual Release Readiness update training. Demonstrated continued activity — delivery of at least two (2) internal training sessions during the certification period. Passing a refresher assessment covering any new features or workflow changes introduced since the last certification. 6.6 DANAOS ProjectVIEW ERP Champions Programme 6.6.1 Overview Beyond the Super User / Train-the-Trainer cadre (§6.5), each Customer is required to designate DANAOS ProjectVIEW ERP Champions — senior power users who serve as the Customer’s primary operational interface with the Provider from Go-Live onwards. Champions undergo a specialised training programme with formal examinations and assume an elevated role encompassing Level 1 support, user advocacy, and strategic communication with the Provider. 6.6.2 Minimum Requirement & Selection Each Customer must designate a minimum of two (2) Champions: one (1) Main Champion and one (1) Deputy Champion. The dual-Champion requirement ensures continuity of coverage during leave, travel, or attrition. The Provider recommends that larger organisations (>50 Authorised Users) designate additional Champions to cover distinct functional domains (e.g., Finance Champion, Project Champion). Champion candidates must: Have completed the full implementation training curriculum for their assigned module(s) with a minimum assessment score of 80% (above the standard 70% threshold). Hold the DANAOS Certified Super User credential (§6.5.4) or be concurrently enrolled in the T3 programme. Demonstrate cross-module awareness — Champions must understand the inter-module data flows and dependencies, not just their primary module. Be nominated by the Customer’s senior management and committed to the Champion role for a minimum of twelve (12) months. Have direct access to the Customer’s executive sponsor for escalation purposes. 6.6.3 Champions Training & Examination Champion candidates undergo a specialised training programme that extends beyond the standard Super User certification and covers: (a) Cross-Module Integration Mastery: End-to-end data-flow understanding across all activated modules, including inter-module triggers, cascading approvals, and consolidated reporting — mirroring the simulation scenarios defined in §5.5.2. (b) Intranet & Extranet Support: Configuration and operational knowledge for both the internal company portal (intranet users) and the external stakeholder portal (extranet/portal users), including access management, permission troubleshooting, and data-visibility controls. (c) Escalation & Communication Protocol: Formal procedures for triaging user issues, determining Level 1 vs. Level 2 classification, raising Service Requests and Incidents via the Provider Service Desk (§4.2), and communicating system updates to internal stakeholders. (d) Process Optimisation Awareness: Understanding of the AI-generated process-optimisation reports (§5.9) and the ability to interpret and advocate for recommended workflow improvements within the Customer’s organisation. (e) GAP Analysis Facilitation: Skills to collect, categorise, and prioritise user qualms, configuration requirements, and change requests during training and operational use, contributing to the ongoing GAP Analysis process (§6.4.6). Champions training concludes with a formal examination comprising: Written Assessment: A multiple-choice and short-answer examination covering cross-module knowledge, support protocols, and escalation procedures. Minimum pass mark: 80%. Practical Scenario Assessment: Live troubleshooting scenarios conducted in the Dev/Sandbox environment, where the candidate must diagnose, resolve, or correctly escalate simulated user issues within defined time constraints. Communication Exercise: Preparation and delivery of a mock stakeholder communication (e.g., system-update briefing, incident notification) evaluated for clarity, accuracy, and professionalism. Candidates who pass all three examination components receive the DANAOS ProjectVIEW ERP Champion credential, valid for twelve (12) months and renewable via the same process as Super User recertification (§6.5.4), with the addition of a refresher examination. 6.6.4 Champion Responsibilities Upon certification, Champions assume the following responsibilities: (a) Level 1 Support — Intranet Users: Serve as the first point of contact for all internal company users (intranet) encountering operational issues, answering how-to questions, resolving configuration queries, and guiding users through standard workflows before any issue is escalated to the Provider Service Desk. (b) Level 1 Support — Extranet/Portal Users: Provide equivalent first-line support for external stakeholder users accessing the Customer’s ProjectVIEW portal (extranet), including subcontractors, joint-venture partners, and client representatives, addressing access issues, data-visibility queries, and document-sharing workflows. (c) Provider Communication Channel: Act as the Customer’s designated communication channel with the Provider from Go-Live onwards. Champions raise Service Requests and Incidents (§4.2), participate in the WhatsApp Business support group (§4.3), attend Quarterly Service Reviews (§3.9), and relay Provider communications (release notes, maintenance windows, service advisories) to the Customer’s user base. (d) Adoption & Compliance Monitoring: Monitor user adoption patterns, identify under-utilised features, flag shadow processes or workaround behaviours, and advocate for system-native workflows in alignment with the training curriculum. (e) Continuous Improvement Input: Provide structured feedback to the Provider during Quarterly Service Reviews, contribute to the CSI register (§4.10), and facilitate user-feedback collection for process-optimisation recommendations (§5.9). (f) Knowledge Transfer: Maintain and curate the Customer’s internal wiki content, ensure new hires are onboarded using the personalised training materials (§6.8.3), and conduct ad-hoc refresher sessions for their user community. 6.7 Post Go-Live Enablement 6.7.1 Ongoing Training Triggers The Provider shall deliver additional training sessions post Go-Live when triggered by any of the following events: Trigger Training Response Delivery Channel Lead Time Release/Update (v11.xx) Release-specific training covering new/changed features relevant to the Customer Self-paced video + optional live Q&A Delivered with or before release deployment Upgrade (v11 → v12) Comprehensive upgrade training covering all material changes to UI, workflows, and functionality ILT (virtual or on-site) + self-paced modules Minimum 10 Business Days before upgrade Go-Live New User Onboarding Role-based training for newly activated Authorised Users Self-paced modules + Super User guided session Within 5 Business Days of user activation Role Change Incremental training for users transitioning to a new role with different module access Super User guided session + self-paced modules Within 5 Business Days of role change Process Change Training on reconfigured workflows, new approval chains, or modified business rules ILT (virtual) + updated documentation Prior to process-change activation in Production Support Ticket Pattern Targeted remedial training when ticket analytics identify recurring user-error clusters ILT or self-paced — at Provider’s recommendation Within 10 Business Days of pattern identification Customer Request Ad-hoc training on any module or process area requested by the Customer ILT (virtual or on-site) as agreed Scheduled within 15 Business Days of request 6.7.2 Release Training Protocol For each Release/Update and Upgrade, the Provider shall: (a) Publish detailed release notes within the Platform at least five (5) Business Days prior to deployment. (b) Classify each change as Training Impact: High (new workflow/UI), Medium (modified behaviour), or Low (bug fix / cosmetic). (c) Produce updated self-paced video modules for all High-impact changes. (d) Conduct a live Release Briefing session (30–60 minutes) for Customer Super Users, covering all High and Medium-impact changes. (e) Update all affected knowledge-base articles, quick-reference cards, and process guides. (f) Notify all Authorised Users of available training materials via in-application notification. 6.8 Per-Client Training Wiki & Knowledge Base 6.8.1 Per-Client Training Wiki Each Customer is provisioned with a dedicated, AI-enhanced training wiki at https://docs.projectview.wiki/[client], accessible to all Authorised Users via single sign-on (SSO). The wiki serves as the Customer’s central repository for all personalised training and knowledge-transfer assets, including: Recorded Training Sessions: Full video recordings of every instructor-led training session delivered during onboarding and post Go-Live, organised by module and role. AI-Generated Transcripts: Automated transcriptions of every recorded session, processed through AI to produce searchable, timestamped text with speaker identification, key-topic indexing, and action-item extraction. Role-Specific Manuals: Personalised user manuals generated per role, incorporating the Customer’s specific module configuration, field labels, workflow names, and approval hierarchies. Training Plans & Curricula: The agreed Training Plan, module curricula, assessment criteria, and completion records for each training track. Quick-Reference Cards: Printable, one-page summaries for common tasks (e.g., “How to Create a Purchase Order”), auto-generated from the Customer’s configured workflows. Video Library: Curated feature walkthroughs, quick-tip videos (2–5 minutes), and guided demonstrations maintained by the Provider and supplemented by the Customer’s own recorded sessions. FAQ & Troubleshooting: Common issues, workarounds, and diagnostic steps — continuously updated based on the Customer’s support-ticket patterns and AI analysis. Release Notes: Customer-specific release notes highlighting changes relevant to the Customer’s activated modules and configuration. ProjectVIEW Client Wiki — https://docs.projectview.wiki 6.8.2 Platform Release Centre In addition to the per-Client wiki, the Provider might maintain a central Help Knowledge Base as part of the Platform containing platform-wide documentation organised into the following tiers: Tier Content Type Audience Update Frequency Tier 1 — Platform Guides Module-by-module functional documentation, screenshots, step-by-step workflows All Authorised Users Updated with each Release/Update Tier 2 — Administration Guides System configuration, user management, role/permission setup, integration configuration Customer IT / Super Users Updated with each Release/Update Tier 3 — API & Integration Documentation REST/GraphQL API reference, webhook specifications, third-party connector guides Customer IT / Integration developers Updated with each Release/Update Tier 4 — Video Library Recorded training sessions, feature walkthroughs, quick-tip videos (2–5 min) All Authorised Users New videos per Release; library curated quarterly Tier 5 — Release Notes Archive Detailed release notes for every Release/Update and Upgrade, with change classification Super Users, Customer IT, Management Published per Release/Update Tier 6 — FAQ & Troubleshooting Common issues, known limitations, workarounds, diagnostic steps All Authorised Users / Super Users Continuously updated based on ticket patterns 6.8.3 Documentation Standards All Provider-authored documentation — whether published on the per-Client wiki or the central Knowledge Base — shall comply with the following quality standards: Accuracy: Documentation reflects the current production version of ProjectVIEW ERP. Outdated content is archived within five (5) Business Days of a superseding release. Completeness: Every activated module has corresponding Tier 1 and Tier 2 documentation. No feature is deployed without accompanying documentation. Clarity: Written in clear, jargon-minimised English. Screenshots are annotated with numbered callouts. Procedures use numbered steps with expected outcomes. Searchability: All articles are tagged with module names, role tags, and feature keywords. Full-text search and AI-powered semantic search are available across both the wiki and the central Knowledge Base. Version Control: Documentation is version-controlled in line with the application release it describes. Historical versions are retained for reference. Personalisation: Per-Client wiki content reflects the Customer’s specific configuration, field labels, workflow names, and organisational terminology — not generic platform documentation. 6.9 Session Recording & AI Transcription 6.9.1 Recording Policy All instructor-led training sessions delivered during the onboarding and implementation phase are recorded by the Provider as standard practice. Post Go-Live training sessions (§6.6) are also recorded unless the Customer explicitly opts out. Recordings are captured in high-definition audio/video format and stored on the Customer’s dedicated wiki. Recordings are organised by: Module (e.g., Project-Management, Procurement-Management). Role track (e.g., PM track, Finance track, Site Engineer track). Date and trainer, enabling rapid navigation to specific sessions. 6.9.2 AI Transcription & Content Generation Each recorded session is processed through the Provider’s AI transcription pipeline to generate: (a) Timestamped Transcript: Full text of the session with speaker identification, searchable by keyword, topic, or module area. Users can click any transcript segment to jump to the corresponding video timestamp. (b) Key-Topic Index: AI-extracted topic headings and subheadings that provide a structured table of contents for each session, enabling users to navigate directly to the subject matter relevant to their role. (c) Action Items & Follow-Ups: Automatically extracted action items, questions raised, and follow-up commitments made during the session, linked to the relevant timestamp and assigned to the appropriate party. (d) Role-Specific Summaries: AI-generated session summaries tailored to each role — for example, a Finance user viewing a Project-Management session receives a summary focused on the budget and cost implications discussed, rather than the full project-scheduling content. (e) Glossary Enrichment: Customer-specific terminology, abbreviations, and project names mentioned during training are automatically extracted and added to the wiki’s glossary, ensuring that AI-powered search understands the Customer’s internal language. 6.9.3 Personalised Training Material Generation The combination of recorded sessions, AI transcripts, and the Customer’s configuration metadata enables the Provider to generate highly personalised training assets: Per-Role Training Digest: A consolidated document for each role (e.g., “Project Manager Onboarding Guide”) that assembles relevant segments from multiple training sessions, supplemented with screenshots from the Customer’s actual configuration. Scenario-Based Quick Guides: Step-by-step guides generated from real training demonstrations (e.g., “How to Process a Variation Order at [Customer Name]”), using the Customer’s field names, approval workflows, and terminology. New-Hire Onboarding Pack: A curated selection of recorded sessions, transcripts, and quick-reference cards automatically assembled based on the new hire’s assigned role, providing a self-service onboarding experience that mirrors the original implementation training. Refresher Micro-Modules: AI-generated short video clips (2–5 minutes) extracted from longer training sessions, focusing on single tasks or concepts, ideal for just-in-time refresher viewing. This capability creates a unique, compounding knowledge asset for each Customer — every training interaction enriches the wiki, making subsequent onboarding faster, support-ticket volume lower, and user proficiency higher. No two Customers’ training libraries are the same, because no two Customers’ configurations, terminology, or operational contexts are the same. 6.10 AI-Assisted Learning 6.10.1 In-Application AI Guidance The Provider leverages AI capabilities to provide intelligent, contextual learning experiences directly within the ProjectVIEW ERP interface: (a) Contextual Help Panel: An AI-driven help panel that detects the user’s current screen and task, and surfaces the most relevant knowledge-base articles, video clips, and step-by-step guides without the user needing to leave the application. (b) Guided Walkthroughs: Interactive, step-by-step overlays that guide first-time users through complex workflows (e.g., creating a project, raising a purchase order, generating a report), highlighting each UI element in sequence. (c) Intelligent Search: Natural-language search across the knowledge base and training library, powered by semantic understanding rather than keyword matching, enabling users to find answers using plain-language questions. (d) Proactive Suggestions: AI-generated suggestions surfaced when the system detects common error patterns (e.g., incomplete form submissions, repeated navigation to incorrect screens), offering corrective guidance before a support ticket is raised. 6.10.2 Learning Analytics The AI-assisted learning system generates anonymised usage analytics that inform the continuous improvement of training materials: Most-accessed help topics — indicating areas of user uncertainty or complexity. Search queries with no results — identifying documentation gaps. Guided walkthrough completion rates — highlighting workflows that may need simplification. Time-to-proficiency metrics by role and module — benchmarking the effectiveness of the training programme. Learning analytics are included in the Quarterly Service Review (§3.9) and used to prioritise knowledge-base improvements in the CSI register (§4.10). 6.11 Customer Responsibilities To ensure the effectiveness of the TKT framework, the Customer shall: (a) Consent to the recording of instructor-led training sessions for the purpose of generating personalised training materials on the Customer’s dedicated wiki; or provide written notice of opt-out prior to each session. (b) Nominate a Training Coordinator who serves as the single point of contact for all training logistics, scheduling, and feedback. (c) Ensure nominated attendees are released from operational duties for the duration of scheduled training sessions. (d) Provide the Provider with timely notification of new-user activations, role changes, and organisational restructuring that may trigger training needs. (e) Nominate and support Super User candidates for the T3 programme, including allocation of time for certification activities and internal training delivery. (f) Distribute Provider-supplied training materials and release notes to relevant personnel within their organisation. (g) Provide feedback on training quality, relevance, and effectiveness through the post-session evaluation forms supplied by the Provider. (h) Maintain internal documentation (e.g., organisation-specific process guides, work instructions) that supplements the Provider’s standard training materials. (i) Champion Designation: Designate a minimum of two (2) DANAOS ProjectVIEW ERP Champions (Main and Deputy) in accordance with §6.6, and ensure Champion availability for Level 1 support duties and Provider communication from Go-Live onwards. (j) GAP Analysis Participation: Review and provide written approval of the consolidated GAP Analysis Document (§6.4.6) within ten (10) Business Days of receipt; unreasonable delay in GAP Analysis approval may impact the implementation timeline. 6.12 Training Governance & Metrics 6.12.1 Training Metrics The Provider shall track and report the following training metrics, included in the Quarterly Service Review (§3.9): Metric Definition Target Training Completion Rate Percentage of nominated users who complete their assigned training tracks ≥ 90% within 30 days of nomination Assessment Pass Rate Percentage of trainees achieving the minimum competency score (70%) ≥ 85% T3 Certification Rate Percentage of nominated Super Users who achieve certification ≥ 90% Time-to-Proficiency Average elapsed days from user activation to independent operational use (no support escalation) ≤ 15 Business Days Training Satisfaction Score Average post-session evaluation rating (1–5 scale) ≥ 4.0 Training-Related Ticket Ratio Percentage of support tickets attributable to training gaps (tagged “user error / training”) < 10% of total ticket volume Knowledge Base Utilisation Average monthly unique knowledge-base sessions per Authorised User ≥ 2.0 Documentation Currency Percentage of knowledge-base articles updated within 5 Business Days of a superseding release 100% Champion Certification Rate Percentage of designated Champion candidates who pass the Champion examination (§6.6.3) ≥ 100% (mandatory) GAP Analysis Turnaround Elapsed Business Days from training completion to approved GAP Analysis Document ≤ 15 Business Days 6.12.2 Training Review Cadence The training programme is reviewed and updated on the following cadence: Per Release: Training impact assessment, material updates, and Super User briefing (§6.7.2). Quarterly: Training metrics review during QSR (§3.9); CSI actions logged for training improvements. Annually: Full TNA refresh; T3 recertification; curriculum review against the Platform roadmap and Customer’s organisational evolution. 6.13 Intellectual Property & Licensing All training materials, knowledge-base content, video recordings, and documentation produced by the Provider remain the Intellectual Property of the Provider (§1.4 — Intellectual Property Rights). The Customer is granted a non-exclusive, non-transferable licence to use such materials solely for the purpose of internal training and knowledge transfer in connection with the Customer’s licensed use of ProjectVIEW ERP. The Customer shall not: Reproduce, distribute, or make available any Provider training materials to third parties without the Provider’s prior written consent. Use Provider training materials for the purpose of training personnel of any entity other than the Customer named in this Framework. Modify, adapt, or create derivative works from Provider training materials without the Provider’s prior written consent. Customer-authored internal documentation (e.g., organisation-specific process guides, work instructions) remains the Intellectual Property of the Customer. 6.14 Process Register 6.14.1 Process Registry Ref Process Trigger Handler Approver Expected Outcome Cross-Ref P-6.01 Training Needs Assessment New Customer onboarding or annual review Provider Training Lead Customer PM + SDM TNA document completed; Training Plan agreed §2.4, §6.4.1 P-6.02 Implementa tion Training Delivery Training Plan schedule Provider Trainer Customer PM All ILT sessions delivered; attendance recorded; assessments completed §6.4.2, §6.4.3 P-6.03 Training Completion Certification All track sessions delivered + assessments passed Provider Training Lead Customer PM Training Completion Certificate signed; UAT prerequisite met §6.4.4, §5.8.1 P-6.04 T3 Candidate Nomination Customer PM nomination Customer PM SDM Super User candidates confirmed; T3 schedule agreed §6.5.2 P-6.05 T3 Certification Completion of T3 curriculum + assessment Provider Training Lead SDM DANAOS Certified Super User credential issued §6.5.3, §6.5.4 P-6.06 Release Training New Release/Update or Upgrade deployed Provider Training Lead SDM Updated materials published; Super User briefing delivered; users notified §6.7.2, §4.7, §4.8 P-6.07 New User Onboarding Training New Authorised User activated Super User + Champion + Provider Customer Training Coordinator New user completes role-based training within 5 Business Days §6.7.1, §3.7 P-6.08 Knowledge Base Update Release deployment or ticket pattern analysis Provider Documentation Team Provider Training Lead All affected articles updated within 5 Business Days §6.8.1, §6.8.2 P-6.09 Training Gap Remediation Support ticket pattern identifies training gap Provider Training Lead SDM Targeted remedial training delivered within 10 Business Days §6.7.1, §4.10 P-6.10 Annual TNA Refresh & Curriculum Review 12-month anniversary of last TNA Provider Training Lead + Customer PM SC Updated TNA; revised Training Plan; T3/Champion recertification scheduled §6.12.2 P-6.11 Session Recording & AI Transcriptio n Completion of any ILT session Provider Training Lead SDM Recording published to Client wiki; AI transcript generated with topic index, action items, and role-specific summaries §6.9 P-6.12 Client Wiki Content Curation New release, training session, or quarterly cycle Provider Documentation Team Provider Training Lead Wiki updated with new materials; personalised role manuals regenerated; FAQ enriched from ticket patterns §6.8 P-6.13 Champion Certification & Examination Completion of Champion training programme Provider Training Lead SDM + Customer PM Champion examination administered; DANAOS ProjectVIEW ERP Champion credential issued to passing candidates §6.6.3 P-6.14 GAP Analysis Generation & Approval Conclusion of implementation training phase Provider Training Lead Customer PM + SDM Consolidated GAP Analysis Document delivered; Customer written approval obtained; remediation plan agreed §6.4.6 6.14.2 RACI Matrix R = Responsible | A = Accountable | C = Consulted | I = Informed Process Provider Training Super User Champion Customer PM SDM Customer Users P-6.01 TNA R — C R/A A I P-6.02 Impl. Training R C C A I I P-6.03 Training Cert. R I I A I I P-6.04 T3 Nomination C — — R A I P-6.05 T3 Certification R R I I A I P-6.06 Release Training R C C I A I P-6.07 New User Onboarding C R R A I I P-6.08 KB Update R I I I A I P-6.09 Gap Remediation R C C C A I P-6.10 Annual TNA Refresh R C C R A C P-6.11 Session Recording R I I I A I P-6.12 Wiki Curation R C C I A I P-6.13 Champion Cert. R I R A A I P-6.14 GAP Analysis R C R A A I 6.14.3 Process Flow — Training & Knowledge Transfer Lifecycle Stage Activity Role Output ① Assess Conduct Training Needs Assessment; map roles to modules; identify proficiency gaps Provider Training Lead + Customer PM TNA Document + Training Plan ② Design Develop role-based curricula; prepare materials, exercises, and assessments; hand training plans to attendees Provider Training Lead Module Syllabi + Training Materials + Attendee Plans ③ Deliver Execute ILT sessions (hands-on + online); record attendance per session and knowledge area; scramble schedule around client workload; collect qualms, configurations, and change requests Provider Trainer + Champion Session Records + Assessment Results + Feedback Register ④ Analyse Consolidate registered qualms, configuration requirements, and change requests into GAP Analysis Document; present to Customer for written approval Provider Training Lead Approved GAP Analysis Document ⑤ Certify Evaluate training completion; issue Training Completion Certificate; certify T3 Super Users; administer Champion examinations and issue Champion credentials Provider Training Lead + Customer PM Signed Certificate + T3 Credentials + Champion Credentials ⑥ Enable Activate in-application guidance; publish knowledge base; release self-paced modules; publish recorded sessions and AI transcripts to Client wiki Provider Documentation Team Live Knowledge Base + Video Library + AI Transcripts ⑦ Sustain Deliver release training; onboard new users; conduct remedial sessions per ticket patterns; Champions provide Level 1 support for intranet and extranet users Provider Training + Super Users + Champions Updated Materials + Onboarding Records + L1 Support Logs ⑧ Measure Track training metrics; analyse learning analytics; identify improvement areas; review Champion effectiveness Provider Training Lead + SDM Training Metrics Report + Champion Performance Report ⑨ Improve Refresh TNA annually; update curricula; recertify Super Users and Champions; log CSI actions Provider Training Lead + SC Revised Training Plan + CSI Actions ← PreviousSoftware Quality & TestingNext →Data Protection & Privacy See how ProjectVIEW ERP runs in a dedicated cloud environment for your projects. 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