S I BEE EI SE S In Brief Overview Elements of the...
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1 Indecomm Global Services Amar Arma Genesis, 2/1 & 2/2, Above Food Bazaar, Baner Road, Baner, Pune - 411045 • +91 20 40709549 www.indecomm.net • © 2014 Indecomm Global Services FSC CURRICULUM BLENDED LEARNING CASE STUDY Overview A leading security service company was introducing new processes and revamping their existing processes for their Field Support Centre (FSC). The organization had a need for retraining their existing representatives on the new and improved processes and creating training material for the new hires. The organization also wished to standardize the existing training delivery method and reduce the dependency on instructors for training. A critical business need was to significantly reduce the time-to-competency of the representatives and ensure quick and easy update of the training material as the new processes were being implemented. Elements of the Indecomm Solution We proposed a comprehensive blended curriculum for the key processes, based on the Teach-Practice-Apply-Remediate Model. The blended curriculum effectively utilized Instructor-led Training (ILT) and Web-Based Training (WBT) to provide learners an engaging and interactive learning experience. The key tenets of the blended curriculum included: • Introductory ILT sessions:The Instructor provided an overview of the processes, systems, and tasks involved and introduced the key learning objectives of the curriculum • Simulation-based WBTs: Concepts and applications were taught and assessed through WBTs that included simulations to allow learners to practice and apply the key information • Lab sessions and debrief sessions: Effective use of the lab environment to allow the learners to practice by using the live systems, work through scenarios, and review information • Comprehensive assessment strategy: A comprehensive assessment strategy used online and lab-based assessments to track the learner’s progress and performance • Ongoing remediation throughout the blended curriculum: o ILT sessions to identify specific areas of concern or difficulty and present additional guidance and support In Brief • The blended curriculum has been designed for this leading security service company, introducing new processes and revamping their existing processes for their Field Support Centre (FSC) • We proposed a comprehensive blended curriculum for the key processes, based on the Teach-Practice-Apply- Remediate Model • With the effective use of WBTs and ILTs, the overall duration of the curriculum was reduced from six weeks to four weeks and reduced the time-to-competency • Key features include: o Meaningful and tightly knit curriculum, aligned to the learner’s critical path o Tool-based development process for development and maintenance o Ease of tracking learner’s progress o Flexibility to accommodate different kinds of learners o Effective utilization of Instructor time
Transcript of S I BEE EI SE S In Brief Overview Elements of the...
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Indecomm Global Services Amar Arma Genesis, 2/1 & 2/2, Above Food Bazaar, Baner Road, Baner, Pune - 411045 • +91 20 40709549 www.indecomm.net • © 2014 Indecomm Global Services
FSC CURRICULUM BLENDED LEARNING CASE STUDY
OverviewA leading security service company was introducing new processes and revamping their existing processes for their Field Support Centre (FSC). The organization had a need for retraining their existing representatives on the new and improved processes and creating training material for the new hires. The organization also wished to standardize the existing training delivery method and reduce the dependency on instructors for training. A critical business need was to significantly reduce the time-to-competency of the representatives and ensure quick and easy update of the training material as the new processes were being implemented.
Elements of the Indecomm SolutionWe proposed a comprehensive blended curriculum for the key processes, based on the Teach-Practice-Apply-Remediate Model. The blended curriculum effectively utilized Instructor-led Training (ILT) and Web-Based Training (WBT) to provide learners an engaging and interactive learning experience. The key tenets of the blended curriculum included:
• IntroductoryILTsessions:TheInstructorprovidedanoverview of the processes, systems, and tasks involved and introduced the key learning objectives of the curriculum
• Simulation-basedWBTs:Conceptsandapplicationsweretaught and assessed through WBTs that included simulations to allow learners to practice and apply the key information
• Labsessionsanddebriefsessions:Effectiveuseofthelabenvironment to allow the learners to practice by using the live systems, work through scenarios, and review information
• Comprehensiveassessmentstrategy:Acomprehensiveassessment strategy used online and lab-based assessments to track the learner’s progress and performance
• Ongoingremediationthroughouttheblendedcurriculum:
o ILT sessions to identify specific areas of concern or difficulty and present additional guidance and support
In Brief• Theblendedcurriculum
has been designed for this leading security service company, introducing new processes and revamping their existing processes for their Field Support Centre (FSC)
• Weproposedacomprehensive blended curriculum for the key processes, based on the Teach-Practice-Apply-Remediate Model
• WiththeeffectiveuseofWBTs and ILTs, the overall duration of the curriculum was reduced from six weeks to four weeks and reduced the time-to-competency
• Keyfeaturesinclude:
o Meaningful and tightly knit curriculum, aligned to the learner’s critical path
o Tool-based development process for development and maintenance
o Easeoftrackinglearner’s progress
o Flexibility to accommodate different kinds of learners
o EffectiveutilizationofInstructor time
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Indecomm Global Services Amar Arma Genesis, 2/1 & 2/2, Above Food Bazaar, Baner Road, Baner, Pune - 411045 • +91 20 40709549 www.indecomm.net • © 2014 Indecomm Global Services
o WBT modules available on the Learning Management System could be revisited by the learners for additional practice and reinforcement for specific areas of concern
To build the blended curriculum, we leveraged our in-house authoring platform:
• RapideLtodeveloptheWeb-BasedTrainings
• Wow!AuthortodevelopInstructor-LedTrainings
Value PropositionThe blended curriculum ensured that the new hires were trained in an effective manner and the training material was standardized across the different client locations.
With the effective use of WBTs and ILTs, the overall duration of the curriculum was reduced from six weeks to four weeks and reduced the time-to-competency.
The curriculum was also effectively utilized to retrain the existing representatives on the floor. Specific WBTs for the new processes were assigned to the existing representatives to ensure efficient and on-time training.
• Meaningfulandtightlyknitcurriculum,alignedtothelearner’scriticalpath
o The curriculum design ensured that the learners were trained on the key tasks that they need to perform as FSC representatives, and facilitated getting them ready for their jobs as quickly as possible
o The focus was to provide learners the bigger, holistic picture of the processes and their role and train them on the critical tasks for their role
• Tool-baseddevelopmentprocessfordevelopmentandmaintenance
o RapideLEnhance,acustom-designed and dynamic authoring tool to design and develop the WBTs
o Custom-built ILT authoring tool to generate PowerPoint guides, along with facilitator and participant guides in different formats
o The tool-based development ensured standardization of the training material and ensured quick and timely updates
• EaseofTrackingLearner’sProgress
o The modular structure of the curriculum facilitated accurate evaluation and tracking of the learners’ progress and performance
o The curriculum design ensured remediation if a learner was unable to pass the assessment for a specific process or a set of tasks through reinforcement ILTs interspersed throughout the curriculum
• FlexibilitytoAccommodateDifferentKindsofLearners
o The curriculum design ensured adaptive learning, customizable for top and bottom performers
o Top performers could be quickly absorbed onto the floor as they had the flexibility to fast-track through the WBTs, lab assignments, and assessments
o Learners who were unable to clear the assessment in the first attempt had to retake the specified WBTs and pass the assessment before being absorbed onto the floor
• EffectiveUtilizationofInstructorTime
o The blended curriculum enabled the instructors to act as facilitators and coaches, and provided them with abundant opportunities to impart real-world knowledge and qualitative inputs to the learners
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Indecomm Global Services Amar Arma Genesis, 2/1 & 2/2, Above Food Bazaar, Baner Road, Baner, Pune - 411045 • +91 20 40709549 www.indecomm.net • © 2014 Indecomm Global Services
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Indecomm Global Services Amar Arma Genesis, 2/1 & 2/2, Above Food Bazaar, Baner Road, Baner, Pune - 411045 • +91 20 40709549 www.indecomm.net • © 2014 Indecomm Global Services
