CS-06 · Learning & Development Management

📊

Process Flow Diagram (BPMN)

📋

L4 Process Steps

Step	Step Name	Role / Swim Lane	System	Input	Output	KPI	Dec?	Exc?
Phase 1 1.1	Aggregate regulatory & mandatory training requirements	L&D Compliance Analyst	IATA Training Portal / SAP SuccessFactors Learning	IATA DGR annual revision, FAA/EASA regulatory updates, IOSA audit findings, SMS programme requirements	Mandatory Training Requirements Matrix with regulatory source, frequency, and in-scope role mapping	100% of regulatory training requirements identified and documented before quarter start; zero missed mandates in IOSA audit	N	N
1.2	Conduct skills gap analysis from performance data	L&D Business Partner	SAP SuccessFactors Performance & Goals	Annual performance review scores, succession planning gaps, strategic workforce plan, job architecture from SAP SuccessFactors HR	Skills Gap Report by department and role family; prioritised development needs list	Skills gap assessment completed for ≥95% of active employees annually; report delivered within 15 business days of performance cycle close	N	N
1.3	Prioritise and approve Annual Training Plan with budget	L&D Manager / HR Business Partner	SAP SuccessFactors Learning (Development Plan) / SAP S/4HANA Finance (CO)	Skills Gap Report, Mandatory Training Matrix, HR cost centre budget envelope from SAP CO, headcount plan	Approved Annual Training Plan with budget allocation by programme, delivery modality, and cost centre	Training plan approved and published ≥30 days before programme year start; budget variance vs plan ≤10% at year end	Y	N
Phase 2 2.1	Define learning objectives and delivery modality	Instructional Designer	Articulate 360 / SAP SuccessFactors Learning	Approved Annual Training Plan, SME interviews, regulatory content guidelines, prior completion and effectiveness data	Course Design Document specifying learning objectives, modality (eLearning/ILT/blended/simulator), duration, and assessment approach	Course Design Document reviewed and approved by SME within 10 business days of initiation; 100% of safety-critical courses include knowledge assessment	N	N
2.2	Schedule sessions and assign instructors or facilitators	Training Coordinator	SAP SuccessFactors Learning (Scheduling)	Course Design Document, certified instructor roster, facility and simulator availability calendar	Published training schedule in SuccessFactors with calendar invites; instructor assignments confirmed	Training schedule published ≥21 days before first session; instructor utilisation ≥75%; session cancellation rate <8%	N	Y
2.3	Assign mandatory courses to employee learning plans	L&D System Administrator	SAP SuccessFactors Learning	Mandatory Training Requirements Matrix, employee role and position data from SAP SuccessFactors HR, training plan approval	Learning plans assigned to all in-scope employees; automated enrollment notifications triggered; due dates set per regulatory frequency	100% of mandatory course assignments completed within 3 business days of plan approval; zero employees in regulated roles without an active learning plan	Y	Y
Phase 3 3.1	Develop or procure course content	Instructional Designer / External Vendor	Articulate 360 / LinkedIn Learning (licensed library)	Approved Course Design Document, SME subject matter input, IATA DGR manuals, airline SOPs	Draft eLearning modules in SCORM 1.2 or xAPI format, or facilitator guide and slide deck for ILT delivery	First draft delivered within 15 business days for standard module; IATA DGR annual update content delivered by 15 November each year for January 1 effective date	N	N
3.2	Conduct SME, legal, and regulatory review of content	Subject Matter Expert / Regulatory Affairs / Quality Assurance	SharePoint Online (review workflow) / Articulate Review 360	Draft eLearning module or facilitator guide submitted for review	Reviewed and annotated content with documented SME sign-off; revision log; final approved version	SME review cycle completed within 10 business days; maximum 2 review iterations before escalation; 0 regulatory accuracy findings post-publish	Y	N
3.3	Publish approved content to LMS with version control	L&D System Administrator	SAP SuccessFactors Learning	Approved SCORM/xAPI package or facilitator guide; version number; effective date	Published and versioned course in SuccessFactors; prior version archived; release notes documented	Content published to LMS within 3 business days of final approval; zero broken SCORM packages at publish verified by smoke test; prior version archived within 24 hours	N	Y
Phase 4 4.1	Deliver training via eLearning, ILT, or virtual session	Facilitator / Employee (self-paced eLearning)	SAP SuccessFactors Learning / Microsoft Teams (virtual ILT)	Published course in SuccessFactors, scheduled session, learner enrollment notification	Completed training session; assessment scores recorded; attendance roster captured	ILT and virtual session attendance rate ≥90%; eLearning completion rate ≥85% within assigned window; assessment pass rate ≥80% on first attempt for safety-critical courses	N	Y
4.2	Record and validate completions and certification expiry	Training Coordinator / L&D System Administrator	SAP SuccessFactors Learning	Completion records, automated eLearning scores, attendance rosters from ILT sessions	Completion certificates issued; learner transcripts updated; certification expiry dates and renewal reminders set	Completion records updated in LMS within 24 hours of session end; 100% of regulated certifications tracked with accurate expiry dates; zero missing records identified in IOSA audit	N	Y
4.3	Identify, classify, and escalate non-completions	L&D Compliance Analyst / HR Business Partner	SAP SuccessFactors Learning (Compliance Reporting)	Overdue training report from SuccessFactors automated compliance dashboard; employee leave and absence data	Escalation notifications to line managers; approved re-enrollment actions; documented reason for non-completion	Mandatory training overdue rate <5% at any point in time; escalation triggered within 2 business days of due date breach; re-enrollment completed within 5 business days	Y	Y
Phase 5 5.1	Generate regulatory compliance training reports for audit	L&D Compliance Analyst	SAP SuccessFactors Learning (Analytics) / SAP Analytics Cloud	Completion records, certification data, regulatory training matrix, audit schedule	Compliance dashboard; audit-ready training records export by regulator (FAA, TSA, IATA IOSA); period-end compliance rate report	Compliance reporting available within 5 business days of period close; 0 findings related to training records in FAA, TSA, or IATA IOSA audits; mandatory training completion rate ≥98% across all regulated roles	Y	N
5.2	Evaluate training effectiveness and calculate ROI	L&D Business Partner / People Analytics Analyst	SAP SuccessFactors Learning (Survey) / SAP Analytics Cloud	Post-training satisfaction surveys (Kirkpatrick L1), knowledge retention test results (L2), 90-day performance review data, operational KPI baselines	Training Effectiveness Report (Kirkpatrick L1–L4); ROI calculation for investment-significant programmes; curriculum improvement recommendations for next planning cycle	Post-training satisfaction score (L1) ≥4.0 out of 5.0; knowledge retention test pass rate (L2) ≥80%; L3 behaviour change measurement completed for all leadership and safety programmes within 90 days of delivery	N	N

📋

Process Attributes

Identification

Process IDCS-06

L1 DomainCorporate Support Functions

L2 ProcessHuman Resources

L3 NameLearning & Development Management

L4 Steps14 across 5 phases

Decision Gates5 (all with iteration loops)

Exceptions6 documented

Swim Lanes (Roles)

L&D Compliance Analyst

L&D Business Partner

L&D Manager / HR Business Partner

Instructional Designer

Training Coordinator

L&D System Administrator

Instructional Designer / External Vendor

Subject Matter Expert / Regulatory Affairs / Quality Assurance

Facilitator / Employee (self-paced eLearning)

Training Coordinator / L&D System Administrator

L&D Compliance Analyst / HR Business Partner

L&D Business Partner / People Analytics Analyst

Systems & Tools

IATA Training Portal / SAP SuccessFactors LearningSAP SuccessFactors Performance & GoalsSAP SuccessFactors Learning (Development Plan) / SAP S/4HANA Finance (CO)Articulate 360 / SAP SuccessFactors LearningSAP SuccessFactors Learning (Scheduling)SAP SuccessFactors LearningArticulate 360 / LinkedIn Learning (licensed library)SharePoint Online (review workflow) / Articulate Review 360SAP SuccessFactors Learning / Microsoft Teams (virtual ILT)SAP SuccessFactors Learning (Compliance Reporting)SAP SuccessFactors Learning (Analytics) / SAP Analytics CloudSAP SuccessFactors Learning (Survey) / SAP Analytics Cloud

Key Performance Indicators

Aggregate regulatory & mandatory training requirements100% of regulatory training requirements identified and documented before quarter start; zero missed mandates in IOSA audit

Conduct skills gap analysis from performance dataSkills gap assessment completed for ≥95% of active employees annually; report delivered within 15 business days of performance cycle close

Prioritise and approve Annual Training Plan with budgetTraining plan approved and published ≥30 days before programme year start; budget variance vs plan ≤10% at year end

Define learning objectives and delivery modalityCourse Design Document reviewed and approved by SME within 10 business days of initiation; 100% of safety-critical courses include knowledge assessment

Schedule sessions and assign instructors or facilitatorsTraining schedule published ≥21 days before first session; instructor utilisation ≥75%; session cancellation rate <8%

Assign mandatory courses to employee learning plans100% of mandatory course assignments completed within 3 business days of plan approval; zero employees in regulated roles without an active learning plan

Develop or procure course contentFirst draft delivered within 15 business days for standard module; IATA DGR annual update content delivered by 15 November each year for January 1 effective date

Conduct SME, legal, and regulatory review of contentSME review cycle completed within 10 business days; maximum 2 review iterations before escalation; 0 regulatory accuracy findings post-publish

Airline-Specific Risks & Pain Points

FAA, EASA, IATA, and TSA issue requirement updates on different annual cycles; manual reconciliation across portals creates risk of missed mandates — no single regulatory feed integrated into SuccessFactors

SuccessFactors competency model requires manual alignment to airline-specific roles (e.g. load planner, NOC analyst, ramp lead) — generic competency libraries do not map cleanly, creating data quality issues in gap reports

Airlines routinely cut L&D budgets during cost reduction cycles, forcing de-prioritisation of non-mandatory development programmes — no systematic ROI-based prioritisation framework to defend discretionary spend

Simulator availability for ground handling, security procedures, and emergency response is constrained at hub airports — scheduling simulator-based courses conflicts with operational training blocks managed outside the LMS

Crew and operations staff scheduling conflicts with irregular shift patterns require manual override in SuccessFactors — the system cannot natively read crew rosters from Jeppesen Crew Management, forcing coordinators to reconcile two systems manually

Role-based assignment rules break when employees hold dual positions (e.g. part-time ground agent and check-in agent) — SuccessFactors assigns duplicate curricula generating confusion and inflated non-completion statistics

Inputs / Outputs

Primary InputIATA DGR annual revision, FAA/EASA regulatory updates, IOSA audit findings, SMS programme requirements

Primary OutputTraining Effectiveness Report (Kirkpatrick L1–L4); ROI calculation for investment-significant programmes; curriculum improvement recommendations for next planning cycle

←PreviousCS-05 · Talent Acquisition & Recruitment NextCS-07 · Labour Relations & Union Negotiation→