Results Driven Business Communication            in	  association	  with
Table Of Contents Executive Summary   ……………………………………………………………. 3 Background          ……………………………………………………………. 5 Training F...
Executive SummaryThe Results Driven Business Communication (RDBC) program, conducted by GreenBooks Learning Solutions for ...
Executive SummaryWorkbook Content Customization:An immersion exercise was done to understand each department’s process, wo...
BackgroundRDBC program focusses on enhancing the email writing skills of the participants to help them communicate in a pr...
Approach                                                                                                          1       ...
Training Flow      Pre                                                       Post Training Support  Assessment            ...
ResultsReaction      Learning      Application    Impact ( level 1)    ( level 2)     ( level 3)   ( level 4)             ...
Measured reaction to, and satisfaction with,               the experience, ambience, content               customization, ...
Results                     L1: ReactionDo you feel the content of the program has been customized well and targets real i...
Results                      L1: ReactionHave the online tools been available and effective to learn at your own pace?     ...
Measured what participants learned from               the program - information, knowledge and               skills.      ...
Results                      L2: Learning77%                displayedlearning improvement                                 ...
Measured participants’ progress after the               program - the use of information,               knowledge, and ski...
Results                      L3: Application 88%                  said grammar errors have reduced                        ...
Results                          L3: Application87%               said they feel more confident about                      ...
Measured changes in the business impact -              reduction in email iterations, reduction in              escalation...
Results                           L4: Impact88%               saidthe number of emails exchanged                          ...
Results                  L4: Impact              Multimedia department’s success story               7.0               5.3...
ChallengesChallenge:Manual tracking of emails in post training support.Solution:Email Coach application is being developed...
Contact us:99-4, Sneha Sadan,Nungambakkam High RoadChennai - 600 034P: 044 4356 0077E: info@greenbooks.co.inwww.emailcoach...
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Client Escalations Came to Zero in a leading Publishing firm - Case Study by GreenBooks

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Client Escalations Came to Zero in a leading Publishing firm - Case Study by GreenBooks

  1. 1. Results Driven Business Communication in  association  with
  2. 2. Table Of Contents Executive Summary ……………………………………………………………. 3 Background ……………………………………………………………. 5 Training Flow ……………………………………………………………. 6 Results ……………………………………………………………. 7 L1: Reaction ……………………………………………………………. 8 L2: Learning ……………………………………………………………. 11 L3: Application ……………………………………………………………. 14 L4: Impact ……………………………………………………………. 17 Challenges ……………………………………………………………. 20 in  association  with
  3. 3. Executive SummaryThe Results Driven Business Communication (RDBC) program, conducted by GreenBooks Learning Solutions for the Chennai Elsevier team,adopted the Blended Learning methodology. This methodology combined classroom training , e-learning and email coaching to optimizethe effectiveness of training.The classroom sessions comprised two modules on:1. Email Excellence 2. Professional Business ConversationCustomized Assessment:Pre and post assessments were administered to identify and track the proficiency of the participants’ communication skills. Departmentspecific assessments were designed to make it relevant to the participants.Online Exercises :Participants took up individual online exercises on the Learning Management System, which allowed them to practice classroom conceptsat their own pace and time.Email Coach (Post Training Support):As a part of the learning transfer strategy, the participants sent real-time emails to the Email Coach to receive personalized feedback forfocussed development plans. 3
  4. 4. Executive SummaryWorkbook Content Customization:An immersion exercise was done to understand each department’s process, workflow and also to extract participants’ emails to be used tocustomize the training content.Quick Summary of Results:• 77% of the ICs showed improvement after the training• 95% of the PMs showed improvement after the training• 90% of the participants said they found most or all of the content relevant to writing emails• 91% of the participants felt that they’ve been able to structure their emails better as a result of the program• 61% of the participants said they received positive feedback as a result of applying the skills learnt from the program• 83% of the participants recommended this training for others• 86% of the participants felt the training was a worthwhile investment for Elsevier 4
  5. 5. BackgroundRDBC program focusses on enhancing the email writing skills of the participants to help them communicate in a professional manner withIndian and global teams.Elsevier’s Business Challenges:1. Reduce escalations due to ineffective communication2. Reduce the number of iterations to clarify issues3. Demonstrate excellent communication ability to the global teams to retain existing business and win more business4. Improve the brand image of Chennai operations 5
  6. 6. Approach 1 Business Needs Skill/ Knowledge Assessment of Job Needs + the participants to determine the Analysis & Assessment Learning Needs communication proficiency Complete content customization 2 Customization Instructor led training + Online Practice (LMS) 3 Blended Learning 4 One-on-One Coaching Learning reinforcement & transferParticipant sends Coach calibrates the Feedback andrealtime emails to email using the learning content is the coach scorecard sent to the userL1: Training Feedback L2: Post Training Assessment L3: On-the-Job assessment L4: Business Impact Measurements & 5 - Leaners Reports - Manager Reports reporting - Project owner reports Dashboards
  7. 7. Training Flow Pre Post Training Support Assessment ( Email Coach ) Week  1 Week  2 Week  3 Week  4 Week  5 Week  6 Week  7 Week  8 Classroom & Online Post Training Assessment * the duration underwent some variations for some groups 7
  8. 8. ResultsReaction Learning Application Impact ( level 1) ( level 2) ( level 3) ( level 4) 8
  9. 9. Measured reaction to, and satisfaction with, the experience, ambience, content customization, facilitator effectiveness and value of the program. Tool used: QuestionnaireReaction ( level 1) 9
  10. 10. Results L1: ReactionDo you feel the content of the program has been customized well and targets real issues? 44% very well customized 47% fairly well customized 9% could be customized a little more 10
  11. 11. Results L1: ReactionHave the online tools been available and effective to learn at your own pace? 32% always available and very effective 60% available and fairly effective 6% hardly available and a little effective 2% not available and not effective at all 11
  12. 12. Measured what participants learned from the program - information, knowledge and skills. Tools used: online test, interviewLearning ( level 2) 12
  13. 13. Results L2: Learning77% displayedlearning improvement 95% displayed learning improvement 95% 77% 23% 5% Individual Contributor People Manager 13
  14. 14. Measured participants’ progress after the program - the use of information, knowledge, and skills on the job. Tools used: On-the-job emails, questionnaireApplication ( level 3) 14
  15. 15. Results L3: Application 88% said grammar errors have reduced 91% said structure has improved Grammar Errors Email Structure 15
  16. 16. Results L3: Application87% said they feel more confident about 61% said they received positive feedback their email writing skills on their emails 16
  17. 17. Measured changes in the business impact - reduction in email iterations, reduction in escalations, enhance brand image, retain existing business and win more business. Tools used: Questionnaire, interviewImpact ( level 4) 17
  18. 18. Results L4: Impact88% saidthe number of emails exchanged 86% said the training was a worthwhileto clarify an issue has gone down investment for Elsevier 18
  19. 19. Results L4: Impact Multimedia department’s success story 7.0 5.3 No. ofEscalations 3.5 Escalations reduced to 0 1.8 0 2011 2012 (  as  of  June  ) 19
  20. 20. ChallengesChallenge:Manual tracking of emails in post training support.Solution:Email Coach application is being developed to automate the process of tracking and reporting.Challenge:Online exercises were not attempted and completed after every classroom session. This led to some of the participants notapplying the skills learned in the classroom at work.Solution:Periodic reminders and involving the supervisors for more accountability. 20
  21. 21. Contact us:99-4, Sneha Sadan,Nungambakkam High RoadChennai - 600 034P: 044 4356 0077E: info@greenbooks.co.inwww.emailcoach.netwww.greenbooks.co.in
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