e-learning case studies

BrightWave T Mobile
Case Study: Bespoke e-learning to implement change management programme

Background

T-Mobile is part of one of the largest telecommunication companies in the world and with over 12 million UK customers, T-Mobile (UK) is a cornerstone of the company's international success.

When T-Mobile (UK) was preparing to expand its mobile phone network the company decided to streamline its processes and implement the SAP enterprise system. This meant a major change in the way the company managed its business.   One phase of this change involved the implementation of a new SAP module called Activity Workbench, which would be used by 800 of the company's project managers.

Before going live with the new software, T-Mobile recognised that they needed to not only teach their managers about how to operate the system, but also to help them gain an understanding of the complex processes that were supported by the system.

The company had just four weeks to train the 800 managers in Activity Workbench so they needed a training programme which was accurate and could be delivered quickly.

T-Mobile contacted BrightWave, a company with a record of delivering high quality, effective e-learning content solutions, to design a training programme.

E-learning solution

T-Mobile took a two-pronged approach to training. Firstly, they worked with BrightWave to develop a two-hour online course for students who were familiar with online learning. They then facilitated classroom sessions of three to five hours for employees who preferred to go through the online course together with a trainer that could answer questions there and then.

The dual approach helped trainers to overcome T-Mobile's managers' different technical abilities and preferred learning styles. By delivering the course electronically, managers were able to study at their own pace and time.

BrightWave also developed a series of electronic communication trailers that were used company-wide to introduce employees to the coming changes. These were highly branded to support the company's plans and included some interactivity to introduce the concept of e-learning.

The successful, and award winning, training programme enabled T-Mobile to train its managers quickly and effectively.

All the employees involved in the training were able to grasp complex topics helping them to use their new skills in their daily work to support the company's improvement plans.

Even senior managers at T-Mobile who had been sceptical about the effectiveness of e-learning were won over by the training programme. BrightWave's training methods were perceived as innovative and are now widely-used.

Matthew Harris, T-Mobile's SAP Business Capability Manager and manager of the Activity Workbench training project, said: 'We chose to work with BrightWave because we had worked together successfully on an earlier communication project so we knew they were flexible, had a "high-energy" approach and would deliver a high-quality solution on time and budget.'