How much does it cost to breathe fresh life into an under-performing training program? Is it even worth trying, or do you need to discard what you have and start designing all over again from the beginning?
Many companies assume that it cannot be done without incurring enormous expenses. But that is often not the case. In fact, dramatic improvements can often be achieved by making simple changes. Here’s a case study that proves the point.
The Problem: People Weren’t Invested, Training Wasn’t Delivering
Back in 2014, a franchised national restaurant chain had a training program that wasn’t delivering results. Only 25% of franchisees were using the training. Employees disliked it. And even worse, training was doing little to increase customer satisfaction levels. So Tortal started to ask questions. Here are some of the comments we heard from trainees:
- “Lessons are repetitive.”
- “The training gives information, but doesn’t teach skills.”
- “I can’t take time away from my job to complete the long lessons.”
- “Modules don’t work well together; they’re just not well integrated.”
- “The eLearning is taking too much time.”
- “Lessons are not engaging.”
Tortal analyzed the training curriculum, and then we made some chances. We:
- Reordered lessons to cover the most important skills and concepts first.
- Eliminated and reduced repetitive and redundant portions of lessons, which reduced by as much as 25% the amount of time required to complete each module.
- Made lessons more engaging by incorporating games, drag-and-drop exercises, and other interactive content.
- Created quizzes for trainees to compete at the end of each module.
- Enlivened lessons by using video layovers and two narrators instead of one.
- Displayed the objective of each module clearly on all slides so that trainees knew what they are learning and why.
- Installed a “Next Lesson” button on the last slide of each module to encourage trainees to move ahead on their own.
- Made all training materials available in Spanish as well as English.
Overall learner seat time was reduced by 25%-40% and more importantly, 67% of customers reported much higher satisfaction levels.
Improving training doesn’t necessarily mean discarding older training programs and starting from scratch. A range of small but wise changes can often boost ROI and turn under-performing training into great.