Getting consistency with Dynamics AX

With an existing system in place a multinational commercial property and real estate services provider were faced with a common issue of different people using the tool in different ways, leading to errors, inefficiencies and miscommunications between teams. They therefore sought a training solution that provided best practice guidelines and consistency with use of the tool.

See more

Background

Background

Background

As a global commercial property and real estate service provider

As a global commercial property and real estate service provider, the customer organisation offers strategic support to businesses in areas such as property management, corporate services, and property appraisals amongst many other things. They are a highly diverse organisation with offices across the globe, and in order to meet the demands of the industry they represent, they have recently acquired a number of other organisations to help them achieve full capability in their field. With a diverse range of employees spread across the globe, and on-going prospects for further expansion, the organisation is eager to provide an effective L&D strategy to enable their workforce to contribute in the most effective and impactful way.

Problem

problem

The Problem

As a global commercial property and real estate service provider

The customer organisation was experiencing a frequent problem shared by many businesses: the inconsistent use of a software product between individuals and teams. Despite the system having been in place for many years, the organisation had recently recognised that the variances in the way it was used, was contributing to noticeable inefficiency within the business. The inconsistent use of the tool had led to errors, miscommunications and problems in productivity. They therefore wanted to offer a training solution to all staff to address these issues, and help staff acquire the skills and knowledge to use the program more effectively. The intended objective was to ultimately use this skills development to help improve productivity, and reduce the stress some staff were experiencing when using the product.

Solution

solution

The Solution

As a global commercial property and real estate service provider

To enable more consistency in use of the system, it was imperative for TLD to fully understand how the tool was used in the context of the organisation, what some of the issues being faced were, and what the intended objectives were for the employees. Once this had been established, TLD were able to work in consultation with the organisation to develop a bespoke training solution intended to address these areas. The resulting solution was a one day course with a comprehensive overview of the tool, allowing people greater understanding of all features, not just those being currently used. In addition there was a demonstration of the most effective way of using the software for different tasks, and extensive discussions and support to help individuals feel more comfortable with the changes. However before this could be rolled out to the wider workforce, it was important that the organisation could have the opportunity to assess and amend the training is needed. Therefore, before being delivered to staff, a pilot session was run, allowing both TLD and the customer organisation to offer their feedback on the training. The sessions were designed and evaluated by a number of key stakeholders in the business to ensure they could clearly identify the value and recognise the benefit it would have.

Training

Training

The Training

As a global commercial property and real estate service provider

All employees using the software were required to attend the training, including senior managers and new starters. The session began with a broad overview of the software, offering delegates a more comprehensive understanding of what it is intended for, how it can help improve outcomes for those using it, and some of the features built into it. Following on from this was the discussions around how people currently use it, which allowed for the sharing of best practice, and exploration of some of the methods that lead to inefficiency. Once this had been established, the delegates were offered the chance to use the tools themselves to complete tasks they commonly face in their work. To help embed the learning and ensure it could applied when back in the workplace, following the session all staff were given a ‘crib card’ to take-away which detailed best practices and useful information, and offered telephone and e-mail support should they have any further questions or concerns.

Challenges

Challenge

The Challenges

As a global commercial property and real estate service provider

Resistance to change  

Many of the staff attending the session had been using the program for many years in their work, and as a result were noticeably resistant to changing their processes, due to fear of confusion. One of the most important thing for TLD to address was the concerns raised by staff demonstrating this resistance, and helping them recognise the value of the updated modes of working. In many cases this involved individual tutoring during the practical exercises, to allow individuals to see for themselves how the new approaches could be more efficient than those used in the past. It also required interactions between the group to discuss how using the tool differently might help improve issues such as communication and team working, and how it may ultimately have a benefit for the wider team and organisation as a whole.

Outcomes

Outcomes

As a global commercial property and real estate service provider

As this was a bespoke course run for the customer, the review process started at the very beginning; there were initial discussions around what was needed, and both parties input to ensure that the final product would accurately meet the needs of the employees being trained. There were no major evolutions to the main programme, but as more and more sessions have been delivered there have been minor tweaks and updates and while the programme was initially intended to be delivered to current staff, to help future proof the process, an induction programme has also been created.

Latest insight from Thales L&D

Free download

Enhance Magazine - Issue 19

Welcome to our latest issue of Enhance. Businesses are facing ever more challenging times in terms of global and local...

Read full article

Blog article

Visio – Professional Flowcharting and So Much More

Visio is an extremely powerful and versatile design tool. It can be used for a variety of different functions in...

Read full article

White paper

A Useful Guide to L&D Curriculum Design

Employee engagement has become one of the most frequently cited buzzwords in the HR and L&D world, and with good...

Read full article