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Achieving large-scale organisational change through e-learning - Bupa Health and Wellbeing UK & Brightwave

These slides were originally presented by Charles Gould at the eLearning Network's 'Proven recipes for elearning success' event on 25th February 2011.

Brightwave's Charles Gould speaks on the subject of how to achieve large scale organisational change through e-learning.

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Achieving large-scale organisational change through e-learning - Bupa Health and Wellbeing UK & Brightwave

  1. 1. Achieving large-scale organisational change through e - learning - Bupa One Plan Charles Gould, Managing Director | © Brightwave Ltd. www.brightwave.co.uk
  2. 2. <ul><li>“ This is a story about how large-scale rapid e-learning helped to reinvent Bupa” </li></ul>
  3. 3. Agenda | © Brightwave Limited <ul><ul><li>The need </li></ul></ul><ul><ul><li>Success factors </li></ul></ul><ul><ul><li>The solution </li></ul></ul><ul><ul><li>How we did it </li></ul></ul><ul><ul><li>Results </li></ul></ul><ul><ul><li>Lessons </li></ul></ul>
  4. 4. | © Brightwave Limited <ul><ul><li> The need </li></ul></ul>
  5. 5. <ul><li>Greater choice of products and services </li></ul><ul><li>Faster response to customer needs </li></ul><ul><li>Efficiency (cost reduction) </li></ul><ul><li>Flexibility: easier to redeploy staff around the business </li></ul>The need
  6. 6. Business need and strategy “ Replace Bupa’s 80 different legacy systems with one new IT system that will enable the business to better meet the challenges of the future”
  7. 7. <ul><li>3,000 front line staff need to re-learn their jobs! </li></ul><ul><li>Motivate and engage beforehand - comms </li></ul><ul><li>Measure competence through assessments </li></ul><ul><li>Means of practising the new software before Go Live </li></ul>The need for e-Learning
  8. 8. <ul><li>Massive investment into new system and business processes... </li></ul><ul><li>....WASTED if the staff can’t operate them </li></ul>
  9. 9. | © Brightwave Limited <ul><ul><li> Success factors </li></ul></ul>
  10. 10. Success factors “ Customers and patients must not be affected “ 3,000 front line staff needed to be competent directly before GO LIVE Training had to engage and motivate as part of cultural change programme The solution: create a rapid e-learning development framework that could shadow the SWIFT system development.
  11. 11. | © Brightwave Limited <ul><ul><li> The solution </li></ul></ul>
  12. 12. <ul><li>Comms campaign </li></ul><ul><li>Rapid e-learning development model </li></ul><ul><li>Job simulations: knowledge, skills and confidence </li></ul><ul><li>Technology: </li></ul><ul><ul><li>Optimised for best practice design & development </li></ul></ul><ul><ul><li>Rapid modification – streamlining process & quality for learners </li></ul></ul>The solution
  13. 13. | © Brightwave Limited <ul><ul><li> How we did it </li></ul></ul>
  14. 14. System simulations <ul><li>One multi-skilled team – Bupa and Brightwave responding together to dynamic changing business environment </li></ul><ul><li>Active involvement - trainers and business readiness managers </li></ul>
  15. 15. Communications Tutorials Key screen explorers Simulations Test Me’s Role plays Framework – matrix of design options
  16. 16. <ul><ul><li>Communications : short pieces designed to communicate key messages </li></ul></ul><ul><ul><li>Tutorials : interactive modules to introduce users to the information and skills they needed </li></ul></ul><ul><ul><li>Key Screen Explorers : familiarity with new system key screens/functions </li></ul></ul>Framework – matrix of design options
  17. 17. Framework – matrix of design options (2) <ul><ul><li>System Simulations : key tasks simulated using Show Me/Try It </li></ul></ul><ul><ul><li>Test Me’s : like Try It simulations, less 'help‘ and 'three strikes and you're out' mechanism </li></ul></ul><ul><ul><li>Role Plays : allowing learners to practise combining their systems and customer service skills </li></ul></ul>
  18. 18. Rapid development best practice Project commandments: <ul><ul><li>Challenge each stage of process – if not productive take out </li></ul></ul><ul><ul><li>Commitment to continuous improvement – design & process </li></ul></ul><ul><ul><li>Renaissance team - fulfil different roles and flexible resource pool </li></ul></ul><ul><ul><li>Knowledge transfer to Bupa’s internal team; workshops, runthroughs </li></ul></ul><ul><ul><li>Continuous use of scenario planning and risk assessment </li></ul></ul>
  19. 21. | © Brightwave Limited <ul><ul><li> Results </li></ul></ul>
  20. 22. Results: response of learners <ul><ul><li>Take-up </li></ul></ul><ul><ul><li>All delivery targets were achieved in line with the plan </li></ul></ul><ul><ul><li>99.2% received their training prior to Go Live (target was 95%) </li></ul></ul><ul><ul><li>Reaction </li></ul></ul><ul><ul><li>On-line feedback received from 2,906 delegates was reported weekly and demonstrated: </li></ul></ul><ul><ul><li>98% rated the training good or excellent </li></ul></ul><ul><ul><li>92% found the e-learning simulations highly effective as a learning tool </li></ul></ul><ul><ul><li>Knowledge gain </li></ul></ul><ul><ul><li>99.69 of learners passed competency tests first time (target pass mark 90%) </li></ul></ul><ul><ul><li>only 0.19% needing to re-sit following their return to the business. </li></ul></ul><ul><li>  </li></ul>
  21. 23. Customer and patient experience <ul><ul><li>Quality of service and customer care increased </li></ul></ul><ul><ul><li>53% reduction in complaints (2009 compared to 2008) </li></ul></ul><ul><ul><li>78% of customers rating Bupa as very good or excellent </li></ul></ul><ul><ul><li>15% increase in customers saying that they were completely satisfied by the way their enquiry had been handled by call centre </li></ul></ul><ul><ul><li>Call centres achieved 99% service levels on Day 1 </li></ul></ul>
  22. 24. Results: business competitiveness <ul><ul><li>Cost Savings </li></ul></ul><ul><ul><li>7% efficiency and savings due to stream-lined operations </li></ul></ul><ul><ul><li>Increased Revenues </li></ul></ul><ul><ul><li>Capability to create new or amend existing products offerings quickly </li></ul></ul><ul><ul><li>New product development has driven sales to key corporate accounts amounting to significant new business and additional 100,000 registrations (first half of 2010) </li></ul></ul>
  23. 25. Recognition 12 November 2010 e-Learning Award Success   Dear all   I'm delighted to announce that we won at last night’s e-Learning Awards for our One Plan e-learning training programme. The entry was a joint submission with our e-learning partner, Brightwave, who collaborated with us to deliver the content and the Swift learning centre.   Our entry was in the category 'best use of rapid e-learning content'. We were short-listed with some huge competition from Everything Everywhere (T-Mobile/Orange) and O2, making this result all the more exceptional. Other winners on the night included British Airways, Marks and Spencer, and PricewaterhouseCoopers, so we were among very good company.   Congratulations to all concerned, with a special mention to Ann Borg and Clare Shell for their involvement from the outset of Phase 1 right through to the delivery of Phase 2. Well done!   Kind regards   Natalie-Jane Macdonald Managing Director, Bupa Health and Wellbeing UK [email_address]  
  24. 26. What made this a success? <ul><li>Comms campaign prepared for learning </li></ul><ul><ul><li>Efficiency and dynamic response through rapid development </li></ul></ul><ul><li>Stakeholder involvement and support from trainers - to learners - to Chief Executive </li></ul><ul><li>400 modules each developed in 12 days or under </li></ul><ul><li>Collaborative development </li></ul><ul><li>Excellent learner response </li></ul><ul><li>Large scale planning and programme management </li></ul>
  25. 27. | © Brightwave Limited <ul><ul><li> Lessons </li></ul></ul>
  26. 28. Lessons <ul><ul><li>Work on hearts and minds well before any change </li></ul></ul><ul><ul><li>As much about change management as e-learning </li></ul></ul><ul><ul><li>Big projects need first-class project management </li></ul></ul><ul><ul><li>Set out clear and measurable objectives – and then measure them </li></ul></ul>
  27. 29. Questions? Thank you for your attention www.brightwave.co.uk © Brightwave Ltd [email_address] www.brightwave.co.uk +44 (0)1273 827676

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