A Blended Learning Approach to support an IT Systems Roll-Out

A globally operating engineering organisation were in the process of upgrading their IT systems and infrastructure across their whole UK business sector of approximately 6,000 employees, and needed to ensure all employees were trained in the new set-up quickly and efficiently.

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Background

Background

Background

The customer organisation is a globally operating engineering organisation, researching and designing innovative solutions for defence, security, transport and aerospace.

The customer organisation is a globally operating engineering organisation, researching and designing innovative solutions for defence, security, transport and aerospace. They work in partnership with many diverse organisations to help improve the safety and efficiency of many of the things we use daily to live our lives comfortably. They employ many thousands of staff, and recognise the importance of effective people development, both in terms of safety in managing complex projects, and in terms of helping improve the efficiency of their staff and the growth of the business.

The Problem

problem

The Problem

The customer organisation is a globally operating engineering organisation, researching and designing innovative solutions for defence, security, transport and aerospace.

The business was upgrading their IT systems and infrastructure across their whole UK business sector of approximately 6,000 employees. They needed to ensure everyone was trained using the new setup, including, their new laptop/desktop/HVD devices, Windows 7, Microsoft Office 2010 and their system security procedures and policies.

The Solution

solution

The Solution

The customer organisation is a globally operating engineering organisation, researching and designing innovative solutions for defence, security, transport and aerospace.

As employees were based right across the UK, the TLD IT & Business System Consultants worked closely with the customer to propose a different number of training interventions. Classroom sessions were designed with trainer facilitation which enabled staff to receive their new devices, identify what was new in their upgrade, and learn about the new features and policies and procedures of their device. Employees were also able to ask questions directly to the consultants and raise any issues they may have identified with their new devices. To enable the continuing support and also to aid accessibility of information by those who need it, it was recommended that an e-learning solution be implemented. The proposed e-learning solution aimed to support the classroom training by combining all the information crucial to ensure employees, which they could easily access at any time as and when the support need arose. This approach enabled the customer ultimate flexibility, and to ensure the messaging in all solutions matched, our team of IT consultants worked closely together with the customer and each other.

The Training

Training

The Training

The customer organisation is a globally operating engineering organisation, researching and designing innovative solutions for defence, security, transport and aerospace.

To ensure that the key information about the system upgrade was delivered in an impactful way to help employees develop the required knowledge and skills a variety of approaches where adopted to deliver content. Designed materials consisted of PowerPoint presentations, in class practical sessions and an e-learning course, designed in Adobe Captivate, which was broken down into sub-modules by specific topic area, enabling a quick reference guide for employees to refer to. The modules designed were more about showing and imparting information rather than something interactive, however in order to move away from pure electronic presentations, parts of the modules were made up of video sections demonstrating some of the useful features of Windows 7. Where video was not an option, such as when conveying security procedures, interactive flash widgets were used so that employees were able to click on different elements to access the information. Users were given the option to repeat each section or continue and by having a table of contents they could return to the module at any point and be able to skip to any section they wanted to review.

Challenges

Challenge

The Challenges

The customer organisation is a globally operating engineering organisation, researching and designing innovative solutions for defence, security, transport and aerospace

Hosting and infrastructure

One of the biggest problems was hosting the material, due to the nature of the organisation and the IT infrastructure, which was complex. It was important to find a solution that would allow quick and easy access wherever needed as well as being cost effective. After several consultations, the company opted for the e-learning to be hosted on the company’s Intranet site, which meant publishing the e-learning in a compatible format. In addition there were several changes to key members within the customer’s team, which saw changes to their e-learning specification mid-way through the project. Whilst it meant a slight delay to the release of the e-learning because of the changes in textual and design requirements, TLD worked closely with the customer teams, adopting a combined effort to listen to, and adapt the learning to meet the customers’ requirements, whilst being transparent about estimated timescales.

Outcomes

Outcomes

The customer organisation is a globally operating engineering organisation, researching and designing innovative solutions for defence, security, transport and aerospace

Both the classroom training and e-learning were developed closely consulting the customer and the different work streams. Regular meetings were held, discussing key developments/business changes, which required changes to the classroom training to ensure the most up-to-date key messages were conveyed. This also involved working closely with the Project Managers on site, feeding back any issues identified or concerns raised by employees in relation to their new software. Our IT Consultants also developed the initial design and proposed content via storyboarding to present to the customer, which was reviewed to enable the first draft to be created, which was reviewed again. This process continued until the final version could be signed off and required a mixture of electronic sharing and face to face consultations. Once the project came to an end, the customer was keen to learn more about developing e-learning, and requested a training course for their IT team on how to create e-learning using Adobe Captivate.

What the Customer Said

feedback

What the Customer Said

The customer organisation is a globally operating engineering organisation, researching and designing innovative solutions for defence, security, transport and aerospace

Despite some delays in publishing the e-learning live, due to several changes in the customers design requirement, the final material was well received. To quote the customer “I viewed the TLD team as a safe pair of hands, and felt confident that new and key messages were delivered quickly and that the trainers were responsive to any employee concerns raised. We consistently got excellent feedback from our employees about the training and the aftercare they received”

“The programme is improving our technology, infrastructure and the common tools needed to do our jobs effectively. Part of the scope of the programme is to upgrade laptops and desktops from Windows XP to Windows 7. Training and materials are provided to employees to ensure they feel confident using their new devices. We decided e-learning could provide insightful training that employees could refer back to when necessary, and for this we worked with the IT Training team at Thales Learning and Development. We worked in partnership to agree the content and format, and the team put together many iterations of the e-learning before we agreed on a final product. They were very receptive to suggestions and worked hard to update the e-learning, keeping up with changes to the programme which meant differences to the training required. The final product has been well received by employees and has enabled us to provide a high level of service to those who may otherwise feel overwhelmed by the changes.”

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