Quest Informatics developed a web-based training system for a large automotive manufacturer to standardize training for technicians globally. The system featured modularized training content and online assessments for certification. Over 4,500 technicians have used the system, allowing for flexible, self-paced learning. This standardized training approach improved response times and saved costs compared to traditional classroom training.

1. Quest Informatics develops a Web based Training Informatics could design and develop a system to fulfil
System for an automotive leader the training requirements.
One of the world’s largest manufacturers of buses,
trucks, heavy equipments, drive systems for marine and
aerospace components, with worldwide facilities in 19
countries and sale of products in more than 180
markets, was facing a unique challenge on training their
technicians.
Till recently, the company would bring together
different technicians; group them, to conduct service
and product trainings from their service network
across the country. Training costs were not optimized
Quest Informatics, a provider of customized software
as face-to-face meetings required substantial
development services has a domain expertise on
investment in trainer, facilities, travel and other areas.
automotive and construction equipment vertical for
Accommodating absentees or new recruits were
aftermarket solutions. Solutions include: Custom Built
uneconomical if a certain batch size was not attained.
Enterprise Applications, Web Development, Inventory
Training efforts and outcomes also lacked
based solutions, Supply Chain and Dealer Management
standardization because of variations in providers and
solutions.
follow ups for certification and retraining was
becoming cumbersome. The process seemed a Quest Informatics developed a blue print of training
challenge considering the various locations of the modules based on internal experts and after brain
technicians, cost, time and constant turnover of the storming with client’s subject matter experts,
technicians at the service network. Limited availability standardized delivery and content style. Training
of trainers and the demand for providing training to a modules were created more as chunks of independent
large number of technicians across multiple global information rather than one large module to facilitate
locations also posed a problem. The conventional effective knowledge transfer and learning. Smaller
training method could not facilitate self-pacing by the modules also meant the interest levels of the
participants and rewind and relearn opportunities. participants could be kept high (typical module not
Moreover, traditional approach lacked to capture the lasting more than 45 Minutes) and follow up easy to
level of understanding of an individual at multiple measure. Moreover, the participants could focus on the
stages and provide corrective lessons. Due to lack of content most relevant to their individual needs.
standardized training format there was no consistency Supervisors could also identify where a particular
in the content and the technicians ended up trying to participant needed a revisit and facilitate the same
understand topics not required by them. This led to based on finer grading of concepts and its
minimal understanding of the concepts and decreased understanding.
productivity resulting in delay in response time to the
end customer.
Implementation:
Why Quest:
Quest developed three key modules first and rolled
The client soon realised the need for an interactive out the material to a smaller group of users to log in
computer aided training comprising of basic training, and offer feedback. Based on this further changes were
assessment evaluation and certification to the made in terms of GUI, test papers and content.
technicians for the required modules. The training
system needed to be robust, flexible and easily All the training modules were approved by the Clients
configurable with different functionality modules. After subject matter experts and uploaded on to the server.
an evaluation of various companies and comprehensive Controlled experiments were done to check for server
selection process the client was convinced that Quest load if all the users logged in at

2. same time and its impact. Armed with favourable deliverables better. The result was a remarkable
results, the web based system was formally improvement in the response time to the end
announced by the GM-HR, After-sales leadership to the customer.
dealer and their technicians. The first three days after
announcement saw trickle of activity from targeted
users and within a week owing to good quality
About Quest:
content, touch and feel and GUI experience the deluge
of participants started. Technicians were comfortable Quest Informatics Private Limited is a provider of high
in login the session. Complete the training and take an quality products and services covering Aftersales
online assessment to get certified. The administrator market for over two decades to fortune 500 automotive
would control the complete Web Training System by and construction equipment players. Quest Informatics
setting the time limit for the training programs, has four primary divisions, After-market products &
making additions or deletions in the modules, creating Services Division (APSD), Engineering Services Division
the Training Programs, Question Banks and Trainee (ESD), Customized Software Development Division
User Information. The training document could be (SPD) and ITeS Division (IT Enabled services and BPO).
changed/upgraded anytime. A user wise status report
could also be generated. Quest Informatics engineering services division offers
customers support in development, maintenance and
The tools used to build the system: Microsoft .Net integration of Illustrated Parts Catalogue, Parts
Framework 3.0, ASP.NET, SQL Server 2005 Express information Management, Service Manuals, Solution &
Edition, Macromedia Flash Max Maintenance, Image Processing etc. Our engineering
services group has successfully enabled our clients in
Till today more than 4500 technicians and engineers
migrating their acquisition companies’ parts and
have used the web based training system for
services information and standardizing them over a
information, training and certification.
single platform. Our engineering services have also
been involved in parts identification and parts variety
reduction services to support global production and
Benefits: procurement.
A successful web-based training system (WBT) is Quest Informatics with an office in India (Bangalore)
determined by factors such as the degree of brings strong domain expertise to solve client
courseware customization and the level of requirements. Quest Informatics is an ISO 9001:2008
collaboration. The advantage was a convenient way of and ISO 14001:2004 (EMS) certified company.
delivering standardized training, ensuring a uniform
content across the organization. Opportunities to
attend training were created for individuals with
disabilities and others who may be excluded due to
time, geography or mobility. A knowledge routine had
been created and the individuals could learn at their
own pace and around their own schedules. They got
an opportunity to think, respond, problem solve,
interact and fully participate in the WBT. The client
saved money on participant travel expenses,
instructor/trainer travel costs, classroom facilities For more details please contact:
costs, and packaging/distribution costs. The client Quest Informatics Private Ltd
could access individual technician training status and
develop a metrics based on usage, performance and 960, 2nd Main, 4th block, Rajajinagar, Bangalore 560010
testing scores. The flexibility of the system encouraged India
the participants to get trained anytime from anywhere
Website: www.questinformatics.com
as there was no limitation on the number of users.
E-mail: sales@questinformatics.com
This motivated the technicians to participate more and Phone: +91-80-2320 6669 / 65961735
helped understand the job requirement and Fax: +91-80-2320 6669