(MCS)E-Learning: training more than employees
BY PHIL STROUD

Philip Stroud (Phil.Stroud@choicepointinc.com) is Director of Performance Development at ChoicePoint, Inc., providing decision-making intelligence to businesses, individuals and government agencies. He is transforming ChoicePoint into an E-Learning organization and has spoken on this subject at National Training Expo. He conducts sales and IT leadership workshops and does succession planning for ChoicePoint

An increasingly popular trend among technology driven companies, e-learning is a comprehensive training solution that offers quick, cost-effective, and efficient employee training. But while e-learning is enhancing the success of many internal training programs, the integration of technology into an extensive program of conventional training is a learning process for employees, leaders and companies alike, teaching more lessons than just the much-anticipated course objectives.

ChoicePoint is a Georgia-based information company that unites information and technology to deliver solutions to businesses and government agencies that help manage risk and reduce fraud. The company was eager to incorporate e-learning as part of its many efforts to streamline training processes. But as you will see, we at ChoicePoint learned some lessons of our own along the way. 

The objective  

ChoicePoint identified the need for some of its IT staffers to earn Microsoft Corporation Systems Engineer (MCSE) certification. To obtain this highly prized certification, candidates must pass six exams, which test their ability to plan, implement, maintain, and support information systems based on Microsoft software products.  

After conducting some research, the company learned that the average cost for instructor-led MCSE crash courses was $5,000 – $6,000. The same research indicated that approximately 25 percent of the participants in these classes earned complete MCSE certifications.

From ChoicePoint’s business view, for any e-learning training initiatives to be a success, ChoicePoint would have to reduce costs and increase the participants’ completion rates. The company reduced the cost per- person by incorporating a variety of learning elements into the new training classes, which cost the company approximately $2,500 per participant. Improving on the average 25 percent pass rate remained the company’s primary challenge.

The schedule  

With much fanfare and support from its senior and local management—and with high expectations from everyone involved—ChoicePoint kicked off its new training process in March, 1999, with a targeted completion date of October, 1999.  

The twelve participants were a highly-motivated group who seemed to like the e-learning solution. To offer enough variety to engage the learning styles of all participants, ChoicePoint combined traditional educational methods with cutting-edge e-learning, including:

• Online mentors

• Computer-based training (CBT)  

• Instructor-led training (ILT)

• Textbook learning  

To contain instructional costs, the Company minimized ILT and emphasized CBT and online mentoring, while allowing limited access to printed manuals.

Participants in the program met as a group for CBT training twice a week outside normal business hours, and a buddy system was established to help maintain the participants’ motivation at an effective level. Online mentors were just a chat-room away as participants studied with the CBT's, and once a month, prior to pre-established test dates, an in-class instructor taught a full Saturday of content review and test preparation.

Things went well for the first few weeks, as everyone grew accustomed to the new routine. However, as the first test loomed, many participants realized that success was going to require many additional hours of independent study. The illusion that this was going to be a short cruise rather than a long voyage began to fade rapidly. It was not surprising that within the first weeks the class lost two participants to unanticipated outside distractions, but the remaining ten were highly determined to succeed.

ChoicePoint’s remaining 10 participants passed 24 tests out of a possible 60, with three participants obtaining their full MCSE certifications—a 30 percent success rate. In addition, the company did have a few very high test scores from those who acclimated well to the multi-faceted learning environment. In fact, one participant scored a perfect 1,000 out of 1,000 on the TCP/IP exam and received special recognition from Microsoft for such a rare achievement

The wisdom  

While it’s clear that ChoicePoint’s employees benefited greatly from the new training initiatives, the company learned a few important points:

 •Offer Choices. Check out the learning preferences of participants prior to diving into the CBT pool. This format is excellent and measurable with pre-assessments and mastery tests, but it’s not right for everyone. The next time ChoicePoint conducts this type of training, participation will be contingent upon proven ability to learn in the CBT environment. This will be easy to determine, since most CBT training programs offer the capability to assign and track time and calculate mastery scores.

 • Hire a pro. Employ an experienced and qualified instructor. ChoicePoint had to go through two to find the right one. It is very possible that if the company had initially employed the right one, its end results would have been dramatically different.

 • Make it real. Combine practical application (hands-on experience) with theory to reinforce the transfer of knowledge.

 • Work together. Establish a buddy system to support learning and to bolster participants’ confidence levels especially as test time approaches.

 • Keep it relevant. Tie the training topic into current business needs, and be sure it’s strongly reinforced and supported by the participants’ managers.

After overcoming a few growing pains, ChoicePoint and its employees realized great results from the new e-learning experience and highly regard the new training process as a valuable development in the modern business arena.

©  PHIL STROUD, ChoicePoint, Inc. 
Reprinted by arrangement with Best Practices in IT Leadership, Mosaic Media, Inc.