Achieving large-scale organisational change through e-learning - Bupa Health and Wellbeing UK & Brightwave
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Bupa needed to replace 80 legacy systems with a new IT system to better meet customer needs. This required retraining 3,000 frontline staff through e-learning before the new system launch. Brightwave developed rapid e-learning modules in 12 days or less that included simulations, tutorials and tests. Staff engagement was high and 99% were competent on launch. This allowed for improved customer service, increased revenues and cost savings. Lessons included involving stakeholders, clear objectives and change management being as important as the e-learning content.
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Achieving large-scale organisational change through e-learning - Bupa Health and Wellbeing UK & Brightwave
- 1. Achieving large-scale organisational change through e - learning - Bupa One Plan Charles Gould, Managing Director | © Brightwave Ltd. www.brightwave.co.uk
- 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”
- 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.
- 15. Communications Tutorials Key screen explorers Simulations Test Me’s Role plays Framework – matrix of design options
- 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]
- 29. Want to know more? Thank you for your attention www.brightwave.co.uk © Brightwave Ltd [email_address] www.brightwave.co.uk +44 (0)1273 827676
- 30. Want to know more? Thank you for your attention www.brightwave.co.uk © Brightwave Ltd [email_address] www.brightwave.co.uk +44 (0)1273 827676 Download the Bupa One Plan case study here: http://www.brightwave.co.uk/case-studies/bupa
Editor's Notes
- This starts to point out why a rapid system was essential but also about the role of communication and change in culture e.g. What’s in it for employees, customers and Bupa as an organisation. ‘customers and patients must not be affected by this massive change.
- The e-learning you create is only limited by your imagination.
- Quote from Chief Executive
- Quote from MD
- The successful deployment of e-learning was directly responsible for the Swift roll-out being a success because employees had no problem adapting to the change, and translating improved systems and improved processes into improved customer experience. In fact, as anticipated, since implementing the programme the quality of customer service has increased: Another example of the link between successful training and customer experience took place in the main call centre, where advanced training activities enabled the call centres to achieve 99% service level (standard is 80%) so customers actually received an enhanced experience.
- The successful implementation of Swift had an enormous impact on Bupa and it indeed survived the recession healthier than before, and the successful training played a major role here. Below are some of the many other less direct (but undeniably connected) impacts of the project outlined: