Our client, a well-known global furniture and homeware retail company, is implementing a SAP ERP system. Their aim is to simplify, standardise, and digitise their finance and procurement operations. This change is being implemented in clusters, with a new group of countries adopting the new ways of working every six months.
Our challenge is to provide a training programme for thousands of employees affected by the change. They need to be equipped with the knowledge and skills needed to competently perform the tasks relevant to their role. We need to provide a best-in-class learning experience, that is fun and innovative. It needs to be scalable and cost-effective. Primarily self-led, the approach must be relevant, role-specific, and suitable for both go-live and business as usual.
Working with the client we held a series of interviews with employees and stakeholders. Through this we established that there is a desire for training in the moment of need and not months beforehand. Experience with a former learning provider had left learners feeling unprepared and struggling at go live. They were looking for a different and innovative approach.
Our approach to the challenge was to offer more than simply classroom training. In fact, we flipped the classroom approach on its head with process and contextual learning up front, using eLearning that is short, innovative, and fun. We then focussed classroom time on giving users hands-on experience in their new system building on the concepts learnt earlier.
And for their moment of need, when they actually came to use the system, we provided a ‘digital coach’. Simple step by step instructions, just a few clicks away, for specific tasks that can be accessed by users as they are completing their system tasks. Complemented by snapshot videos to clearly explain the processes in a high impact but user-friendly format.
An important benefit of using a flipped classroom approach alongside a digital coach is that together they reduce time needed in the classroom. Users are introduced to the process and context at their own pace with self-led eLearning. Their understanding can be built up incrementally and their time in workshops or masterclasses is spent productively in the system practicing what they have learnt. Moreover, they can feel safe in the knowledge that they don’t have to be experts from day 1 because in their moment of need, they have access to support through the digital coach.
Our client is still implementing the new system and ways of working to around the globe. This approach is proving to be sustainable and repeatable and is reducing the cost of delivering training on such as scale.
We are part way through delivering on this challenge, with two pilots complete. Cluster one countries will be going live later this year, and planning for the next cluster is in progress.
Being implemented in clusters.
Between each rollout adopting new ways of working.
In time required for classroom training.
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Sysdoc UK Managing Director
