Compass Group - Systems Training

eLearning Age Silver Award Winner 2011 for Excellence in the production of learning content - Private Sector.

• Client: Compass Group
• Sector:  Food and support services
• Topic: Systems and processes

 Turning managers into detectives and making systems training actually interesting...

Challenge

We partnered with Compass Group to improve their financial performance systems training. Traditionally delivered face-to-face at significant cost and effort, Compass were looking for something more streamlined and effective that would wow even the most vociferous of e-learning critics. Caleb Foster, Elearning Solutions Manager had a vision:

“We wanted e-learning that completely changed the perception of e-learning within Compass Group... We needed a just-in-time solution, available from any computer, that offered relevant information to get our Regional Managers’ skillset up-to-speed, ensuring they knew why it was important to our business, clients and customers.”

With a turnover of over £1.8bn and clients such as M&S, Wimbledon, Tesco and Sky to name but a few, it was crucial for Compass Group to get this right. Here’s how we went about it together.

Solution

Let’s play some games...

To get to the heart of the solution, we looked at what Regional Managers really need to be able to do the job. We found they’re expected to constantly investigate trends and statistics, looking for root cause problems; solving any mysteries or anomalies. Taking inspiration from this, we worked together to devise the ‘Compass Detective Board Game’. By casting Regional Managers as detectives in their own board game, they learn to solve their performance needs by uncovering the real mysteries in a safe and structured learning environment.

Making systems training matter

Systems training has an unfortunate reputation for being a bit dull. Keen to dispel that myth, we showed how we could weave in convincing, challenging scenarios based on real-life business scenarios to come up with something special. The big difference here is that the systems e-learning is in context: it’s part of the overall narrative and there to answer big questions such as what are the consequences for not hitting budgets?  What do I need to do to ensure I do? To keep it true-to-life, we introduced characters in the wider team who support the learner, offering advice and nuggets of insightful information along the way.

Results and benefits

In the first 6 months the project has had some outstanding successes:

• Positive feedback: The overwhelming majority of learners agreed or strongly agreed that the e-learning course had ‘motivated me to perform better in my job role’ and ‘my behaviour and performance at work will change as a result of completing the e-learning course’.

•  Increased access to training: 1,500 staff had completed the module (this would have been impossible as face-to-face training)

• Cost savings: Compass estimate that they’ve saved £495,000 in 6 months (compared with traditional classroom costs)

Caleb Foster summarises this project’s achievement:

“The Managing Financial Performance e-learning was Compass’ first initiative in partnership with Kineo... Initially there were some e-learning sceptics within the business, however the presentations, perseverance, stakeholder engagement and total commitment to making this work by the Compass and Kineo team ensured it was a success. We have saved an estimated £495k in two months by not having to pay for travel, accommodation, time out of the business, trainers, materials, etc. For any business this is a prize worth going for!”