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Introduction
Why Did They Choose an e-Learning Solution?
Efficiency of business processes is the new measure of winners and losers. Process management is critical to the success of any business, as poor or badly managed processes drain resources and profits. Improved application of new information systems and related business processes produce higher yields, while reducing costs and cycle time. Whether highly technical industries, manufacturing, mining, or service industries, all companies are integrating new information systems that support products, platforms, solutions, customers, customer experience, revenue models, processes, value chain, logistics, supply chain, channels, networking, and research and development. In many cases, the strengths of Web applications are employed to support the integration of these processes to simplify and automate diverse functions. e-Learning is a key solution to training employees in the application and uses of these new information systems and business processes. The use of technology-based learning itself mirrors the environment that is being implemented, while the rapid, standard roll-out of capabilities related to implementation of the new systems allows the investment to be leveraged more quickly.Engaging learners in e-learning to develop understanding and capabilities in the implementation of software applications provides many benefits, such as:
Speed-to-competency on new software and systems implementations
Effective application of the software to business problems and issues
More rapid return-on-investment for technology investments
This chapter presents two case examples of companies who developed e-learning programs to support the implementation of new information systems. They are: Wyndham International, Inc., an upscale, luxury hospitality and lodging company; and Anglo Platinum, the world’s leading producer of platinum metals.Both organizations chose an e-learning approach to reach a geographically dispersed audience, with learning on the use and application of new software that would enhance their business processes.
Efficient Training of Dispersed Learners on New Information Systems
Both Wyndham and Anglo Platinum needed to reach dispersed learners quickly to train them in new software as it was launched. In the case of Wyndham, the learners were located in their hotels around the world. The goal was to implement an information system that would benefit their customer loyalty campaign and provide a standard experience for all customers at every Wyndham property, based on their customer profile and preferences. On the other hand, Anglo Platinum wanted to reach their miners and 13 geographically dispersed business units, many of which were in remote, somewhat inaccessible locations. The new software was the implementation of SAP R/3, urgently needed to meet internal requirements and external mandates. In both organization cases, the staff needed hands-on experience with the software and input from subject matter experts as they applied the technology to their processes.
Different e-Learning Approaches Successfully Employed for Information Systems Training
Many employees in the Wyndham organization worldwide needed to be trained on the new soft- ware—a total audience of 3,500 potential learners at 165 properties. However, customization would be needed to accommodate the various property types and sizes. In addition, experimentation with the software application to a variety of local circumstances and challenges had to be integrated into the learning experience. To accomplish this, Wyndham’s e-learning solution included a combination of pre-launch dialogue with local property management, followed by live e-learning sessions customized to local needs, during which the goal of the customer loyalty program was described, and hands-on application exercises were used and feedback given. Finally, they recorded the live e-learning sessions to make the learning available to additional employees. With this solution, Wyndham was able to launch the software realizing a 329 percent ROI on the first five months of training.At Anglo Platinum, the choice was different, but just as successful. With a potential 4,500 SAP end users and a strong impetus provided by new legislation in South Africa to implement HRD activities on a broad scale, Anglo Platinum chose a blended model for learning. The blended model included classroom orientation where the objectives of the new system were described, self-paced e-learning with application activities and assessments, and video conferencing with subject matter experts demonstrating SAP transactions. This approach was so effective that Anglo Platinum is intending to employ e-learning to meet related objectives in the improvement of basic literacy, adult education, management development, and additional systems training.In both case examples in this chapter, the ability to employ e-learning in the launch of new software systems ensured that the application of the software was meaningful to those required to execute the transactions, and also that the training in the software allowed the intended value of the system to be realized more quickly.
