The New Train Era e-revision project was a success
In September, VR-Group Ltd. moved to a new era in passenger train services. It constituted a notable reform that had wide-reaching consequences on VR's operations. One tool used in staff training was The New Train Era network-based revision e-learning. It achieved its objectives admirably.
VR’s The New Train Era is a comprehensive reform package, with the ultimate goal of improved customer service. The reform contained numerous components: a new direct line, clearer service concepts, added train services and new rolling stock. The change was a positive one for passengers. Staff competence and expertise in the face of change is a key component of uninterrupted good customer service when reforms are implemented.
VR started its staff training in the spring, in the form of face-to-face training events. As The New Train Era was not introduced until September, some of the things learned had already been forgotten. It was for this reason that VR and Prewise carried out the The New Train Era e-revision project.
Through The New Train Era e-revision project, the company wanted to give its staff the opportunity to revise the things that they had learned in the spring. They also wanted to test how well staff had absorbed the facts and offer an opportunity to give feedback online. A key objective was also to improve customer service skills and engender a feeling of pride in participating in a process of change.
The e-revision targeted all the vocational groups within VR’s passenger services. The revision programme was entered in Vernet on the passenger services site of VR’s Intranet. All Vernet users have access to the site. About 700 people used the service, with 300 completing the revision e-learning package. This is a good result, taking into account the voluntary nature of the e-revision programme.
The e-revision package presented the main items in The New Train Era project, and completion took about 15 minutes. The trainee could go through the training content at their own pace and as many times as they wished.
The e-revision was a concentrated facts package
- The e-revision project was a very successful package. Specifying the content was challenging because of the large target group as well as the fact that network-based interactive revision was a new format for us. This was why we opted not to introduce compulsory log-in, says Pia-Mari Sotavalta, Market Planner with VR Ltd.
We are particularly satisfied with the feedback received from the users of the revision package: 82% rated e-revision highly as a format for revising the reforms of The New Train Era project.
E-learning requires time
Time is a recurring theme when discussing e-learning. We cannot put the whole burden for completing the course on the employee. Superiors must arrange the opportunity for e-learning.
- Our ticket sales personnel and customer teleservice personnel were the most active in completing the e-revision course. After all, their workstation is a terminal. Conductors on the other hand, were less enthusiastic than we expected. In the future, reserving sufficient time to carry out the training will be a key development issue which will have to be addressed in advance, says Ms Sotavalta.
A network is a good training environment
- The e-revision project that we have just implemented proved that we have both a need for and an interest in exploiting a new type of learning environment. E-revision has the advantage of transmitting the desired message to an extensive target group in an identical format and content.
- On the other hand, this might prove to be its disadvantage in certain training requirements. In the future, a more concentrated approach, targeting a smaller vocational group will be the solution that will deliver the best learning results, stresses Ms Sotavalta.
More information about VR on www.vr.fi
Text: Jaana Raaska