Aristocrat Technologies Learning Solutions

Celebrating their excellent work with  Impacting Organizational Capability

Data identified multiple issues at the same customer locations for the same problems over the past 5 months, so the objective was to launch a refreshed training program to increase the knowledge of Field Service technicians. The goal was to increase the Tech’s ability to fix the product on the first visit, rather than return multiple times to resolve the root issue.

The refresher training focused on basic troubleshooting, identifying common issues, applying current standards of service, and employing smart practices. A needs assessment identified the most frequent issues, and Field Managers and Supervisors identified skill gaps. The training program incorporated blended learning which was focused on adult learning methodologies.

•  eLearning modules, which incorporate gamification and mobile learning
• In-person training delivery with an emphasis on practical testing
• Follow up eLearning modules to reinforce best practices and quick tips
• Community-based learning repository, with job aids, videos, reference materials, and documentation
  
  

Elham Arabi, PhD

Celebrating her excellent work with  Building Professional Capability

The project involved developing a competency-based approach to guide the needs analysis, design, development, and delivery of training programs. All existing programs focused on knowledge transfer with minimal opportunities for practice and feedback for skills training. The gap in design and desired outcomes led to a significant shift in training design and delivery.

This approach included a framework for robust assessments and evaluations, so it required all stakeholders (subject-matter experts and technical units responsible for content and assessment development) to adopt this competency-based approach.

Once approved, a team of subject-matter experts designed and developed the training programs, which included a meticulous needs analysis, identified target learners and their needs, identified outcome measures based on the learner-transfer evaluation model (LTEM), determined competencies, developed performance objectives, and developed assessment tools. The programs included real-based scenarios, job-aids, post-training learner guidance, and facilitator guidance.

Janek Performance Group

For their excellent work in the Training and Delivery Facilitation capability of the Building Professional Capability Domain: Janek Performance Group

A major manufacturer of motion and control  technologies and systems with presence in more than 50 countries reached out needing support in shifting to a virtual model which required a new set of skills to sell remotely and improve virtual sales interactions.

Leaders sought to build, extend, and sustain a core set of professional virtual selling skills and best practices that improved performance, created differentiation, strengthened customer relationships, created customer value, and delivered better results for their sales forces in their respective regions.

For a few weeks, workshops were held literally around the clock for this global audience. High marks were given to the relevancy and real-world context the training curriculum provided, the massive localization effort  that considered local customs and culture as part of the training facilitation, as well as the support and coordination of the project team to provide a swift and organized training roll-out in a relative short amount of time. 

GeoTab

For their outstanding work in the capabilities of Business Insight, Performance Improvement, and Data and Analytics in the Impacting Organizational Capability Domain: GeoTab - Wes Miller

A new hire orientation and performance readiness program was launched.  A clear metric for evaluating the success of the program was needed to ensure the goals and objectives of the training were being met and that the performance quality needed in production was satisfying customer needs and demands. 

Three organization members were involved in the implementation of the program – a manager of training, an operations manager, and a data analyst.  

The performance metrics used by the operational leaders were used to evaluate participants at the 30, 60, and 90 day mark and provide quantitative level three results. Additionally, for level three data, a satisfaction survey was sent to individual team leaders of the participants to collect their qualitative input on the performance of the new hires. A team member from the data analytics department pulled performance of the new hire participants and created a dashboard that easily shows that performance against operational performance standards. 

A digital dashboard reflecting the level one and two results were created in Excel and were made available to trainers and operations on the same day of completion. This immediate feedback allowed for remediation that is quick and effective.

Inclusive Pixelation

For her terrific work in the Project Management capability of the Building Personal Capability Domain: Inclusive Pixelation - Britne Jenke 

The client, a speech school, engaged a consulting company to design and develop several digital learning products to revamp an existing elearning course and to create an instructor’s guide and a technical manual to fill existing gaps in their curriculum. 

Analyzing and prioritizing the elements of the learning products helped to ensure a meaningful and relevant learner experience. The project manager used agile principles to develop a project plan and schedules that integrated the available resources, assigned tasks, and project timeline. Using the project management tool Trello, the project manager organized tasks to do and in progress for each deliverable. 

Unexpectedly, there was a last-minute request for additional scope with one month left to go.  The consulting company was able to complete these final client review cycles throughout with limited resources, keeping additional client costs low.

The project was an overwhelming success! The client was ecstatic about the final deliverables, completed earlier than expected and to superior quality. The consulting company received words of praise and recommendations from the client, leading to additional project work.

2021 Tribute to Learning Winners

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