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Global Training Programmes

global-training-programs-2-copyOur customer faced a business challenge to get high number of users, spread globally in all time-zones, up to speed in using a new Service Management Platform (SMP) and Ways of Working (WOW).

We identified clear business requirements regarding a training program:

  • More than 4.000 users need to be trained in 3 months;
  • Existing training materials need to be re-used to maximum (minimizing the cost of development);
  • Leverage on operational teams and minimize the use of external trainers.

EvergoPartners team is experienced at delivering blended learning projects, combining classroom training with various types of self-paced learning, e-learning and support. 

It seemed sensible to us that training projects at our customer should move towards the blended learning model, utilizing the current investment in e-learning materials.  Therefore we developed a common framework of Global Knowledge Transfer based on three pillars:

  • Utilize blended learning model with Web Based Trainings (WBT) used for foundation knowledge transfer and Instructor Led trainings (ILT) for practical skills in SMP and WOW;
  • Use Train the Trainer approach based on the change drivers and training champions derived from local organizations;
  • Deliver more than 7.000 training sessions in well planned manner and coordinated with local resources;
  • Set expectation at high but achievable level of participation and pass rate.

The end result has been a win/win situation. By creating blended learning program, we enabled our customer to fully exploit the potential of local organizations with loads of practical competence.    The increase training results exceeded our expectation and the engagement index rocketed very high. The end result is a self-driven global operational organization with a high process maturity, and ready for Continuous Service Improvement (CSI).