ISS Palvelut: The results bringing training takes different ways to learn into account
ISS Palvelut Oy’s renewed customer service operations model was effectively communicated to the target group with blended training. E-learning was an important part of the training: the possibility to study independently and even multiple times, and the ability to follow-up and manage the training made sure that the operations model’s launch was successful.
Finland’s leading building maintenance and facility services company ISS Palvelut Oy developed a new customer service operations model, which was taken into use in all ISS Palvelut branches in Finland. The renewed operations model needed to be communicated quickly and efficiently to the organization’s 300 geographically dispersed service supervisors.
Screen capture from ISS:s "How to manage customer
relationship" e-learning.
E-learning supports one’s independent learning
The new operations model was decided to be implemented by blended training which consisted of classroom training, operations model manual, e-learning, ISS intranet operations model page and other communication.
E-learning was a new way to ISS to teach and communicate about the change.
- Managing a change is always a challenge in an organization and now we wanted some new methods to implement the change. In addition to the half-day training, the goal was to offer a chance to familiarize with the topic and a chance for independent learning with e-learning, says ISS Palvelut Oy’s Service Manager Harri Hahkala.
The e-learning module of the renewed operations model’s core things and the change’s advantages was made with Prewise Gimlet LMS system, which also took care of the training’s administration. The online training enabled each learner’s independent studying, and it was also possible to follow-up the studying process and thus manage it.
- Without this new training format and its repetition role, the operations model’s implementation would not have been this good, Hahkala adds.
Measureable results imply the change’s right direction
The e-learning’s participation rate was high – almost 90% of the target group finished the course.
- The e-learning was marketed in the trainings but also by internal announcement and emails, and each learner’s progress was followed-up with the Prewise Gimlet LMS system, Hahkala says.
What about the training’s qualitative results – was the change implementation and the new operations model’s adoption successful in the target group?
- ISS’s customer lastingness has already improved, not necessarily because of the new operations model yet, but the direction is right. The usage rate of the customer administration’s data system, which also reflects the usage of the operations model processes, is followed-up constantly. The feedback has been positive. Additional trainings have been organized and the training is often used for new employees’ orientation, Hahkala says.
Results by blended training and repetition
In Harri Hahkala’s opinion a good training takes learners’ different ways to learn into account.
- This project taught that diversity and repetition in the trainings bring results. Others learn by face-to-face trainings, others independently on their own computers, other by reading and others by doing. When we offer something different to everybody, we get the best results, summarizes Hahkala.
- Systematic collaboration with Prewise toward the wanted end result was efficient. During this year we at ISS Palvelut will increase the usage of e-learning at orientation and other trainings, Hahkala adds.
For more information on ISS Palvelut Oy, go to www.iss.fi
Text: Enni Haapanen