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| Case Study |
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Patni’s customized learning solution enables the Application smooth rollout of business critical Enterprise Application |
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Patni provided end-to-end learning solution including e-learning, instructor-led training and technical documentation to cater to the learning needs of 3000+ users.
The Client
The Client is a Fortune 10 company producing large and small jet engines for commercial and military aircraft. It is reputed for being a pioneer in establishing manufacturing processes and best practices which are followed world over. This US based client has multiple operations and offices across.
The Challenge
With a view to eliminate risks of data inconsistency and reduce person
dependency of data through automation, the client decided to
implement an Enterprise solution. The new system was expected to act
as a consolidated source of information to enable monitoring and
improvement of post sales customer services. In order to bring in these
changes, the client wanted:
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To convince people to use the application for process improvements |
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To conduct training for broad user-base located across the globe and
help the users in learn the new application. |
The Solution
Patni Learning Solutions team carried out an initial training needs and learner analysis.
Based on this, the team delivered a blended learning solution.
The strategy constituted of:
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The First wave of awareness |
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An email-based communication channel across the organization |
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A support site for users to post their queries/suggestions and get clarifications |
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Role based hands-on training sessions to provide all users with an overview and
demonstrations of the application |
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Users were categorized into four different roles |
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Field service users were trained as a part of their annual global meet |
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Users in the other three roles were trained using the online
conferencing facility –
WebEx |
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Ongoing solution for continuous learning |
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Train the Trainer program – create location level/regional experts |
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Nine hours of web based training modules |
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Context-sensitive online help – made available as an integral part of the implemented
application. |
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Quick Reference Guides - available as a ready reference brochure on primary tasks
expected from each user role |
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Technical Support Manual – provide technical and infrastructure related reference
material to the helpdesk team. |
The Technology
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Microsoft Office products
- for the documentation |
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Macromedia Flash MX -
for the eLearning modules
created |
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Robohelp – for creating context-sensitive online help |
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Adobe Photoshop – for creating the Quick Reference Guides |
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The Benefits
This approach helped in creating the initial awareness of the new solution implemented and also provide ongoing learning options
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The communication drive helped in getting an easy buy-in from
the end-user community on the new enterprise application |
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The support site helped in generating a sense of ownership
amongst the user community towards the Enterprise solution |
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The hands-on training sessions provided a first hand feel of the
application further increasing the comfort levels |
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As part of ongoing learning support: |
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Created location level experts guaranteed quicker resolution
of doubts |
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Online eLearning modules provided a role-specific 24x7
interactive learning option |
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Online help provided instant assistance on the various
modules, screens and fields of the Enterprise application |
This learning solution also established the following short term and
long term cost benefits:
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Ready documentation resulted in reduction of help desk calls, thus impacting the post implementation IT support costs |
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Development of eLearning modules helped in minimizing
recurring training costs |
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