However, our processes and work flows are designed for live training and we achieve very high client satisfaction scores. We do offer eLearning but it is not integrated into the new merchant training process and is offered as supplemental training. More than 99.99% of our training is live. The desire "not to break what isn't broken" is a strong consideration in this setting.
While eLearning has advantages, research shows that a major disadvantage is high incomplete rates. Read my Review of Literature to learn more. Because of this potentially serious problem, I decided in my meeting with the Director Of Training to address the issue at the beginning. I discussed how a sequence of blended learning with trainers hand holding the learners at every step to ensure that the eLearning was complete and then following-up with a live class to address questions or issues would maximize completion rates and provide us with the advantages of consistent training. I then presented an outline of how the Blended learning would work. I stressed that we would perform small scale tests with providers and evolve the blended training system so that we would eventually achieve a system that worked for both our learners and meet our company's requirements.
At the end of the meeting, the Director of Training was excited about the prospect of implementing, small scale testing and improving a blended learning system for eventual wider use. He ended the meeting asking for more documentation so that he could fully understand each step in the process. He had all positive comments and no concerns to be addressed.
Why do I think that this was the right way to approach the Director Of Training?
I have witnessed eLearning's disadvantages and I know that this problem of high incomplete rates must be overcome in a way that our providers and their employees are satisfied with. I knew that I needed to focus on the issue and overcome it with proven techniques discovered during research. I also knew that an iterative process of small scale testing would fit in with the Director's quality improvement background. Small scale testing allows for testing what could be a risky systemic change with little or no negative effect upon our business unit's performance.
Was the the right way to proceed? Yes!
Why do I think this was the right approach?
The Director's reaction was positive with no concerns and he looks forward to further documentation of the processes. It was a good first start.