If you haven’t developed standards for your e-learning yet, then you should be doing it now!
Having standards means you have an agreed way of doing things, which helps to streamline processes. This could be a set of guidelines, or a code of practice captured to ensure the excellent performance of your product or service.
Not having a set of standards in place affects relationships with your people, your customers and your suppliers, and can also affect your revenue. Our experience with Honda proved just how important it is to develop standards.
The Challenge at Honda
Honda has been driving standards across all its European dealerships, so no matter whether a customer uses a dealership in Warsaw or Edinburgh, they receive the same high quality Honda experience. A recent EU ruling – ‘Block Exemption Regulation’, which allows new car owners to have their vehicles serviced at other manufacturer’s dealerships without affecting their warranty – meant that raising existing standards became critical for Honda to maintain a competitive advantage.
Honda already had the same look and feel in all their dealerships – from the lighting to the displays to the floors – but what about customer service? They knew that providing a consistent customer service would have a dramatic effect – so why didn’t they provide it?
Ensuring consistency in the look and feel of a dealership is one thing, but how do you ensure consistency in the training and behaviour of all your staff across 14 different languages?
The challenge was that several departments were handling different sections of training –each one using a different supplier in a different location, with different authoring tools, different templates, different navigation, and also different pedagogy.
The risks associated with inconsistent strategies for learning
- Inconsistent standards of training across different staff roles
- Varying quality of content, creating disengagement in some areas
- Diverse look and feel across modules, steepening the learning curve
- Disproportionate costs acquired across departments
- Inconsistency for the learner, creating confusion and poor learning outcomes
Consistency takes away the barriers to learning
Creating a universal standard of effective training for Honda meant that their learners received the same look and feel and, importantly, the same pedagogic rules.
CDSM had the challenge of unifying departments, and creating consistent and effective e-learning, across different languages and different elements of system integration. We didn’t guess what learners were going to like though – we piloted and used tactics to make the audience more receptive. It meant we could effectively align their learning experience and deliver the same consistent experience for Honda staff that they provided for their dealership customers.
Using Standards to Avoid Guess Work
Standards allow a company to not only have consistency, but also create an expectation across the organisation.
They provide receptiveness from learners, promoting engagement, as well as aiding a consistent and predictable cost level across departments.
If a department hasn’t previously used e-learning, having standards in place will allow them to foresee a measureable and predictable outcome. The same applies when you ask a new supplier to come on board – if you have a set standard, the supplier can get up and running for you as quickly as possible.
So, develop your standards now, and reap the benefits for both your staff and customers, as well as protecting that all-important bottom line.
If you would like to find out more about this project, download the Honda Case Study.
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