Project:
Train bank staff in the Bank's procedures and assess their levels of understanding. The training needed to be accessible by the entire bank staff and the results needed to be centrally located.
The Projects:
- Teller Training - using a computer-based training solution, Colonial was able to significantly reduce the length of the initial training- what took five days before now takes only a day.
- Windows 95 training - this training simulates Windows 95 and trains employees in how to use Colonial's customised version of Windows 95 - incorporating plenty of practice in navigating and how to locate a range of items.
- Brolly - the module explains the 7-step Insurance application process and checks the employee's understanding of the process. Various customer scenarios are then presented for some interactive fun!
- Intranet - this module explains Intranets, compares Intranets to the Internet, familiarises the user with Intranet jargon and symbols, and demonstrates how to use the Colonial Intranet.
- Trade Practices Act - Raising the awareness of all Colonial employees, agents, brokers and other intermediaries regarding the Australian Securities & Investments Commission Act and the Trade Practices Act.
Our Brief:
- allow employees to stop and start as many times as they want - because the training will take more than one sitting to complete, ensure that employees can take as much as they want at one sitting, and resume at that point when they return.
- assessment - provide a formal assessment after employees finish each of the four modules. Create a file that can be imported into an Excel spreadsheet for management analysis.
- installation - install on standalone machines or on the corporate training network.
- keep the cost down - Colonial took advantage of The Learning Group's Learning.clip technology to keep development costs down for the Windows 95, Brolly and Intranet training modules. The Learning.clip has been customised for Colonial and can be used for all future training.
- advise employees how long it will take to complete each section of the training - employees are usually busy and may only have a few minutes at a time to spare. Each section of the training advises them how long a "chunk" will take to complete, e.g. 5 minutes, 10 minutes, 3 minutes, etc.
Project:
Colonial asked us to produce a training module which would help to raise the awareness of all Colonial employees, agents, brokers and other intermediaries regarding the Australian Securities & Investments Commission Act and the Trade Practices Act. Employees are each personally liable for breaches of this legislation and, in some instances, a breach may cost the company up to $10 million and the individual up to $500,000.
This legislation covers a large area and parts of it are irrelevant to employees with narrowly defined jobs. Depending upon the kind of involvement employees have with customers, suppliers and published information, they receive only the parts of the training that are relevant to them.
Our Brief:
- to ensure that the wide variety of individual learners get the relevant content and scenarios they need to perform their jobs; the training content for each learner is determined by a questionnaire taken at the beginning of the module.
- the module is delivered via Colonial's Intranet. To bring some life to an otherwise dull (but important) subject, Tandberg cartoons have been used throughout the program to illustrate important points.
- each of the 11 sections of the legislation has its own assessment test.
- each learner's assessment test results are recorded locally and also sent to a central databasewhere compliance administrators can view summaries of results.
- the program must be compatible with an existing printed manual.
Interesting Bits:
- our favorite part - working with the Colonial team. Chris, Greg and Col are so easy to work with but their deadlines are tighter than...
- interface change - the Bank took on a new logo in the last days of one of the projects!
- assessment - each module had differing conditions under which the employee was considered to have passed the module, but they all had to store their information in the one place
- response - from tellers has been very enthusiastic!
- working with Peter Whyntie, Michelle Lemon and the team. Peter provided an impressive insight into the wide variety of businesses under the Colonial banner. Michelle expertly coordinated content from about a dozen subject matter experts and Colonial's corporate lawyers - not an easy task!!
- designing a simple questionnaire containing the minimum number of questions to determine which aspects of the legislation a user needs to be aware of.
- creating an easy-to-use results tracking program which would find the user results files, in a variety of locations, and import them into a central database.
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