Healthcare

Overview

Audience:

  • Orthopedic Sales Associates
  • Sales Associates sell orthopedic implants and assist surgeons in O.R.
  • Previously used manuals and classroom (ineffective and costly)

Challenges:

  • Large amounts of complex knowledge
  • New-hires with varying amounts of knowledge/experience
  • Low knowledge retention rates (60%)
  • No tracking

Measurable Business Results

  • Increased knowledge retention (from 60% to 88%)
  • Increased test scores (from 83% to 92%)
  • Classroom time (reduced from 18 days to 10 days)
  • New program will save $700,000 over three years
  • Projected sales increase/year in the millions of dollars
  • Used globally - including translation to Japanese and Spanish

Solution

  • Competency model
  • Behavioral interview guide
  • Structured field experience
  • Web-based training
  • Web-based testing and certification
  • Performance support components
  • Audio CDs
  • Classroom

Overview

Audience:

  • Internal Personnel
  • Distributors
  • Healthcare Professionals

Challenges:

  • 30% of sales reps' time spent on training
  • No way to track training at individual locations
  • Training does not provide competitive advantage
  • Limited training to support distributor sales initiative

Measurable Business Results

  • Pilot Testing Data
  • Estimated 50% reduction in the time sales reps spend on training customers
  • Competitive advantage as customers become reliant on the Learning and Resources Center - increased switching costs

Solution

  • Learning and Resources Center
  • Online training: pump simulations, product information, etc.
  • Online resource center: reference guides, calculator, tools, etc.
  • Includes sales DVD for sales reps to engage potential customers
Financial Services

Overview

Audience:

  • Bank Teller new hires
  • Full-time and Part-time
  • Distributed across the country in branches

Challenges:

  • Variable schedules and availability
  • Training was paper-based, in-effective and costly
  • Tracking was difficult and inefficient
  • Limited bandwidth available in branches

Measurable Business Results

  • $250,000 per year reduction in paper/printing costs
  • Slashed training time by 50% - reduction of over 150,000 person-hours annually
  • Higher Day 1 confidence and performance
  • Drastically alleviated trainer time by automating all administrative duties (e.g. testing, tracking, etc.)

Solution

  • Improved instructional design
  • Blended training approach
  • On-line modules used to address scheduling challenges
  • Facilitated sessions structured to better support trainers and improve learning
  • Automated assessments, scoring and tracking

Overview

Audience:

  • Branch platform staff new hires
  • Mix of new hires and internal promotions
  • Distributed across multi-state system

Challenges:

  • Sales performance after training was below goals
  • Limited bandwidth to branches
  • Outdated competency model
  • Existing classroom content needed updating

Measurable Business Results

  • Boost in the confidence level of personal bankers for Day 1 on the job from a weak 2.5 to much more robust 7.5 on a 10 point scale
  • 50% more checking accounts sold compared with those from old training program
  • Hefty rise in cross-selling performance
  • Reduced travel expense for participants

Solution

  • Improved instructional design
  • Blended solution
  • Structured on-the-job training elements
  • On-line elements used for foundational knowledge
  • Interactive, multi-media classroom elements structured to both assist trainers and improve learning

Overview

Audience:

  • Call center representative new hires
  • Mix of part-time and full-time

Challenges:

  • Multiple month existing training program too long
  • Turnover higher than acceptable
  • Lack of training environment for key systems
  • Nearly 100% classroom model

Measurable Business Results

  • Shortened training program by over 25% resulting in significant cost savings
  • Much improved Day 1 confidence of new hires
  • Retention improvement results in reduction of new-hire/training classes needed

Solution

  • Improved instructional design
  • Blended solution
  • Segmented program with self-study on-line and assessments to move up & access more training
  • On-line elements used for foundational knowledge
  • System simulations to overcome lack of training environment for systems
  • Interactive, multi-media classroom elements structured to both assist trainers and improve learning
Retail

Overview

Audience:

  • New-Hires
  • Generation 'Y'
  • Males
  • Love cars and video games
  • Previous program - paper manual
  • Previous time - 60 days to complete

Challenges:

  • Expensive
  • Not completing training
  • Required myriad time from store manager

Measurable Business Results

  • Reduced time to completion (from 60 days to 10 days)
  • Completion rate (double)
  • Reduced manager time by 75%
  • Savings = $238,000 per year

Solution

  • Web-based training
  • Web-based testing
  • Structured field experience
  • Observe, Do, Certify