Delivery Model for Corporate Training Services
Providers of corporate training services face greater competition and tighter deadlines . Further operations leaders are demanding learning and development organizations demonstrate measurable results and thereby increased accountability for the programs they create.
As learning leaders we relish the spotlight that learning’s elevated status brings but should know that corporate training consultants who create custom content will need a repeatable process to deliver quality results aligned to the organizational objectives.
Corporate Training Services Model (CTSM)
Combining development best practices from the design and software industries assures a repeatable training delivery process. At Matchstick we have long maintained that custom content development exists at the intersection of graphic design, instructional design and software development (in the case of eLearning). Training content providers therefore need a governance model that helps corporate training consultants achieve design objectives with a quality mindset. The CTSM model initiates a review of the organizations goals alongside the current learner performance, thus creating a benchmark and resulting gap analysis. This starting point ensures a keen understanding between the corporate training consultant and the stakeholders requirements.
The assessment phase starts with a review of current and ‘to-be’ state of the operation. A review of the organizations goals against the current learners on the job performance will yield a set of performance “gaps”. This Performance Gap Analysis is used to direct and instructs the learning program. This performance gap analysis defines the subsequent learning requirements and the performance targets your organization should achieve. While performing these activities it is useful to segment your learners to understand their job functions, how they impact performance and where to assign learning 'gaps'.
After completing the gap analysis Instructional Designers commence review the performance gap analysis and define a set of requirements with your learners and subject matter experts that will impact the performance gap. This discrete set of requirements is analyzed to develop a set of learning objectives and instructional points that must be developed and deployed to learners. Using a requirements matrix helps to capture and categorize requirments
Learner Requirements are implemented with a storyboard for client review and approval. Upon storyboard approval full instructional design and content development will migrate the storyboard into classroom or online learning modules. Successful development will see Instructional designers follow a rigorous process that links the instructional points in the learning storyboards to the learner requirements. In creating this traceability between learner requirements and instructional points instructional designers are assured that the learner requirements are met and, by extension the performance gaps are addressed in the learning program.
Upon completion of development the modules are thoroughly reviewed and tested by the developers and learners. It is in this process where the development outputs are compared against the requirements to ensure the learning objectives have been met in the final products.
Governing the CTDM model requires process control and measurement. Control is introduced with a rigorous project management approach. Training consultants who manage the customer’s resources(Stakeholders, SME’s, Learner) and deliverables(reviews, content, digital assets) with a comprehensive project management approach and goes beyond their own set of tasks will see far greater success. With this approach the training services provider can assure that all resources are accountable and all dependencies managed to the programs objectives.
Similarly a measurement approach is essential to tie the process together and give both the customer and corporate training provider a chart to steer by as the training program rolls out and begins to impact learners and bring results. Project managers can leverage the gap analysis details from the assessment phase and collaborate with stakeholders to define the key performance indicators (KPI’s) that drive learners to better performance and thus provide a measure of impact and the program’s success.
Putting it all Together:
Assembling these activities into one governance model for developing eLearning or classroom training provides the learning solutions provider an advantage over organizations that take a more 'ad-hoc' approach to developing training. We follow this model at Matchstick Inc and we have had great success in doing so yet we recognize that it is not the only way to approach learning and development projects.
Corporate training consultants that work with a process and that implements structure, controls and traceability (from gaps > requirements> developed content) typically have the type of rigor and discipline to get a seat at your table and a share of your budget and valuable time.