Sponsor and managers
Course outline and methodology
Aim, measurable outcomes, the method, the four-day timetable, and how the brief is marked. No answer key.
TMS-CSA-1126-Course-Outline.docxParticipant pack
The participant pack
TMS-CSA-1126, facilitated by Ahmad A. Khan. Hand these four to the managers. The facilitator guide, the facilitator slides, and the answer workbook stay on the faculty desk.
Senior managers
Participant manual
The handout. Definitions, every lab, the formulas you type, the decision drill, the six beats, and the rubric. Write your numbers in the blanks.
TMS-CSA-1126-Participant-Manual.docxThe projector
Projector slides
Editable PowerPoint for the room. One beat per slide, in the same order as the manual. No answer key on the slides or in the notes. The facilitator’s complete deck is not this file.
TMS-CSA-1126-Participant-Slides.pptxThe room, all four days
Excel and Power BI practice file
TMS Care, Q3 2026. Tables: Tickets, Surveys, Complaints, Roster, Calendar, plus the SLA policy and the as-of clock. Power BI Desktop loads this workbook. The model is Wednesday’s lab, so there is no finished report in the file.
TMS-Care-Practice.xlsxHow the workbook is built
- Tickets is one row per ticket: 398 rows, including the ones that should fail a trust check. Confirm the count before you chart anything.
- Times are real datetimes, Asia/Qatar clock, not text. Resolve hours are (resolved − opened) × 24.
- Policy!B12 is named AsOf: 1 October 2026, 18:00. Do not use NOW().
- Surveys and complaints stay in their own tables. A complaint with no ticket id is still a complaint.
- Calendar runs 29 June through 1 October 2026. In Power BI, add opened_date from opened_at and relate Calendar[date] to it.
- The Power BI sheet in the workbook is the load order. Six measures. One page. The title is a sentence.