Case studies - Personal Development
Case Study 1
Client Requirement
Our client, a large central government department, commissioned us to design, develop and deliver a major customer service programme to staff and managers in its walk-in customer enquiry centres across the UK. The main business driver was a strategic quality service review undertaken earlier in the year that had highlighted a need to train staff within the face-to-face service.
During initial meetings with key stakeholders it became clear that there were three distinct groups of staff, each with a separate learning need. These were the Centre Receptionists, Customer Advisors and Centre Managers.
Our client also emphasised the urgency of this requirement and outlined timings that, it was clear, could only be met by an intensive development cycle followed promptly by a highly concentrated delivery schedule.
Our solution
In view of the project's scope and timescales we put together a team of three associates to lead the project, each ideally qualified for this work. The team we selected combined significant specialist knowledge of face to face customer handling skills in both the public and private sectors, with considerable experience of developing material this and other clients to tight timescales - an ideal track record for this particular project. At an early stage these consultants made visits to the Enquiry Centres to increase their understanding of and see for themselves the sort of work that Centre staff do.
The product we developed was a blended learning solution of distance learning and workshop, with each of the three groups' needs met by a tailored programme. Whilst the content for the Receptionists and Advisors was focussed on customer handling, the managers' programme was designed to provide an understanding of the best way to support Advisors and Receptionists in their distance learning modules and after their workshops so that learning would be supported and consolidated.
To meet the challenging deadlines for delivery we assembled a large team of associates, each with customer service experience - at the project's peak 20 of our consultants were running workshops around the country simultaneously.
Outcome
This Customer Handling Skills programme was a high profile, large-scale project which dls developed and delivered precisely to specification.
The client observed significant numbers of the workshops and, based both on these observations and other feedback, expressed complete satisfaction with our methodology, the programme content, and the high standard of delivery by our Consultants.
Since the initial programme of events was completed some further fine-tuning of the material has been undertaken to reflect changes in the Enquiry Centre workload and customer base. The programme is now part of the client's in-house Prospectus.
Case Study 2
Client Requirement
This large organisation engaged dls to design, develop and deliver a major programme for all in house trainers (Learning Specialists). These Learning Specialists are responsible for training and development across the organisation, covering both functional training and personal development. The main business driver was the strategic plan to have more staff development needs met by in-house trainers and so reduce the reliance on external consultants. The target audience would include experienced trainers and those new to the role.
We were asked to design an innovative, cost-effective, value-for-money solution that could be rolled out across the organisation and be delivered in a variety of venues, by both existing in-house trainers and consultants.
Our solution
In order to keep costs down we suggested a blended learning intervention, offering five e-learning packages and a four-day delivered workshop. To meet the need for underpinning knowledge and theory around learning and training and to introduce learners to the programme, we developed e-learning materials on:
- Introduction to the Learning and Development Programme
- Links to the Business
- How People Learn
- Diversity
- Preparing for the Workshop
Whilst the face-to-face workshop focussed mainly on skills development and practice, highlighting the various learning interventions available to Learning Specialists - including one-to-one training, group training and coaching.
Outcome
The product was delivered on time and on budget. Pilot programmes demonstrated clearly that the content, structure and pace was perfect for the target groups, offering development to both new and experienced Learning Specialists. No amendments were found to be needed and delivery was rolled out across the organisation.
A compliment received from one participant can be seen below:
"I thoroughly enjoyed the course. It is probably one of the best courses I have been on and the 2 trainers were excellent. I think it is a course that all members of staff would benefit from."
This was a significant contract totalling 50 development days and the delivery is ongoing.