Even "Know-It-Alls" Can't Escape
Carrying its reliance on electronic learning tools further, Toyota has adopted the use of simulations for skills development and assessment. By allowing individuals to acquire and demonstrate skills through "hands-on" simulations that are based on real-life scenarios, the university has increased the performance impact of e-learning at Toyota.Before setting out to acquire new skills in areas of customer service, for example, a learner can choose to go through a simulation-based assessment item. The assessment might offer a case of an irate customer with a complaint. The questions posed by the assessment vary based on the previous responses of the learner. Eventually, the tool culminates the scenario with an "outcome"desirable or undesirableto inform the learner of his customer service prowess. Through the outcome, the learner receives valuable hints with regard to areas of improvement and skills development.The hands-on nature of these simulation tools makes them a useful option for blended learning as well. Even in classroom settings, learners can assess and develop their skills by using simulation tools. Through a hand-in-hand combination of assessment and development, simulations offer a low-risk means of employee development in an environment that approximates a real-life scenario.The University of Toyota has contracted with SkillSoft for 200 such simulation-based development and assessment modules in the areas of customer service, finance, negotiation skills, business writing, and management. By leveraging an existing library from a vendor, Toyota can adopt unique simulation tools without bearing the cost of development. |
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