Challenge:

Being working as a training manager with a U.S Healthcare company communication support  center here in Pakistan. Our company got a new project which includes multiple stakeholders  with which our company employees have to connect with on daily basis. Though instructions  and operating procedures to execute that project were received and were transmitted to 25  employees via typical knowledge transfer training exercise but it was the 3rd month and  employees were not able to understand completely the about the work process they were  supposed to follow. It was like, few people were aware about certain part of their daily work and  few people were aware about the different part of the work so no one was on the same page  despite of the daily efforts of updating employees about their mistakes & refresher exercises to  update their knowledge so it was all in vain. As a result the service quality of the work produced  was very low and overall performance was very unsatisfactory which was leading towards  discontinuing the project as we were the project executing partner as a vendor.

Selection:

I selected visualization tool to train employees about the work process but to teach people first I  had to master the work process & the knowledge required to perform that job so I started by  choosing journey mapping tool first to record the journey of complete process.

Application:

I recorded the complete knowledge of the work process from 1st step to last for that I  communicated with a POC in U.S to receive the knowledge, I made a process book than I made  the breakdown of process into steps. And with that I designed the visual representation of each  step. So not just I did standardized & compiled the complete knowledge in one book but also  converted a 50 pages process book into 5 pages of visual representation of each step using  visual images of every step. And then decided to conduct a learning session by dividing the  overall learning activity into 3 days. Each day training plan was consisted of 3 parts.

 Employee Knowledge assessment before training | By taking Quiz   Learning Session | Visual representation of the process    Post learning Session Quiz | To know the improvement in employee knowledge

Insight:

The pre learning session knowledge percentage of employees was 40% and post learning  session score was above 85%. Resultantly, employees started producing error free work which  results into drastic increase in the overall quality of overall services and so our company meets  the client satisfaction and got another project after continuous delivery of services with that  service quality in next 1 month.

Approach:

I will use the same approach but I see the usage of other tools like Mind mapping in some  projects like I believe this could be useful in our software development team working way as this  exhibits a different approach which unveils multiple sides of innovation as comparative to our  traditional way of working.

