Case Study: Creating Change through Innovative Learning Modules
The Client:
A large Caribbean-based bank.
The Client Goal:
To ensure that every employee understood and was able to deliver the newly defined customer experience every day, and in every interaction.
The Process:
The company selected McDaniel Partners to:
- Ensure that each employee understood the newly defined customer experience and what was expected of each of them.
- Segment the employee base to ensure that each employee received relevant and meaningful information.
- Develop targeted learning modules that reinforced the key messages.
Examples of materials created to cement the change included:
- Employee workbooks.
- Leader Briefs.
- Helpful Hint Cards (which reinforced key messages).
- Motivational quotes and learning exercises.
- Flash and video based learning modules.
- Create a measurement and tracking system to ensure that the learning was effective.
- Develop a sustainment plan to ensure that this did not become just “another initiative”.
The Result:
The client implemented a fifteen minute huddle three times a week, which has become part of their daily routine.
The employees are successfully meeting the 100% target on the mechanisms created to test the learning.
The organization has seen a dramatic positive change in the way that it deals internally with each other and with its external customers.
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