Create separate training plans for appointment setters, technicians, management, and the parts department (if applicable.) There is some leeway on deciding which department is responsible for specific parts of the system. For example: Appointment setters: This plan should include detailed planning regarding how to input customers' information, how to view technician's schedules, how to book service calls, how to fill in invoices with parts numbers and labor hours. Technicians: This plan should include how to update notes on customer service calls. Management: This plan should include how to maintain technicians' schedules, maintain appliance listings, maintain listings of parts, invoicing, and reporting. Parts department: This plan should include how to maintain parts listings and costs