Case Studies for Training

Converting Training Programs to Web-Based Courses

Challenge. The client wanted to improve their service to customers and to standardize the process by requiring customer service training.

Solution. TBG ResultantsSM developed a customized training program and delivered the course to 375 persons with a corps of 12 instructors, videotaping one of the sessions. Following these sessions, the client decided that a Web-based offering would better serve the need for ongoing training for new personnel. TBG converted the training into an online course with video vignettes, case examples, section quizzes, final test, and a completion certificate.

Impact. The client rated the instructor-led training very high. In designing the online training, we engaged the client throughout by utilizing their personnel for voice-overs of text materials and as 'actors' in the lesson vignettes. The resulting Web-based training also received high marks for its fully customized and personalized approach in content and delivery.

Developing Just-in-Time eLearning to Support "On-Demand" Requirements

Challenge. The Client's customer base required training on a wide variety of environmental tools and products, but the Client was unable to meet the demand for face-to-face training due to limited travel resources. Additionally, the Client's traditional, classroom-based training did not support the customer's expressed need for "on demand" training--a tool or service was required for a specific job, and the customer wanted immediate access to training in order to complete the job successfully.

Solution. TBG ResultantsSM promoted the concept of web-based training, and specifically, "Just in Time" eLearning modules that would be accessible to the customer whenever needed. TBG researched a variety of approaches that would allow the Client to expand their training reach, including synchronous and asynchronous models. TBG outlined a development process that ensured high quality results that meshed with the Client's existing development protocol. TBG ResultantsSM offered support in scoping out software packages for development and delivery. We also provided expertise in instructional design for eLearning.

Impact. The Client now offers three synchronous web-based trainings to their customer base, all of which have been well-received by participants. Four asynchronouseLearning products are currently in development, with TBG playing an integral role in design and development. And several more e-learning efforts are being scoped for the upcoming year.

Converting "Crisis Mentality" to a Best Practice

Challenge. A client was very concerned about their crisis mentality to customer solutions. They were under constant tension reacting to each customer's request.

Solution. TBG professionals met with the unit directors, reviewed the situation, and led them through a discovery exercise that revealed what the directors considered a crisis mode of operation was actually what differentiated the company and contributed to their significant industry leadership position. This change in the framing of their "secret sauce" to success changed the morale of the entire company. TBG designed a training course to help them solidify this new outlook.

Impact. The directors launched a modified one-hour training to infuse employees and new hires with the same understanding about the unique means to success and celebrated the revelation with special recognition days. The company also saved $1.5 million annually on improvement from the initial phase of this process.