Success Stories:   Web-based Training / Ethics & Compliance

Business Objective

To ensure the success of an Enterprise Ethics and Compliance Training Program for a Fortune 500 Utility Company.

Background

The current business environment is forcing utility companies to enter new markets and explore ways to grow and conduct business to increase the Company's value for their shareholders. An ongoing challenge in these times of change is to maintain a culture in which proper conduct and a commitment to ethics in the workplace is understood and practiced according to company policies.

Challenges

 
  		• Provide an effective training solution to a widely dispersed audience on standards of ethics and compliance revised to support the changes and growth in today's business environment.
  		• Provide administrative and tracking services to support regulatory reporting requirements.
  		• Design a program that delivers a consistent message.
  		• Design, develop and implement a solution that can be delivered to approximately 8,000 employees in approximately 90 days.

    Analysis

    A project team was formed that represented the business goals and interests of senior management, expertise in ethics and compliance, corporate communications, information technology, training and development, human relations, law and performance consulting. An analysis of the technical capabilities, the audience requirements, and business and learning objectives was conducted by Knowledge Design Group under the leadership of our client's project manager with the assistance of the company's project team.

    Design

    Based on the outcome of our analysis a design plan was developed to accomplish the following goals:

     
     
  		• Create a learner-centric program aligned to the company's core values.
  		• Deliver content that creates an understanding of the company's commitment to conducting its business with integrity and in full compliance with the letter and spirit of the law.
  		• Ensure that each employee understands their role and responsibility in supporting the standards of conduct and integrity.
  		• Ensure that the training is designed to meet the needs of all business units and completed by every employee.
  		• Recognize that training is a process not an event and should be delivered in multiple ways over a period of time.
  		• Engage management to sponsor and support the training plan.

    Development

    A multimedia approach was developed to provide business units with the option of taking the training in one of three delivery modalities.

     
     
    1. 
    		 A web-based asynchronous program that could be accessed from anywhere at anytime.
    2. 
    		 A CD-Rom Version that could be delivered from an individual workstation.
    3. 
    		 An instructor-led classroom program that could be facilitated by business unit managers.

    Interactive exercises were designed to provide actual business scenarios that mapped to the key learning objectives. Two simulations were created to provide practice in applying the principles that were presented in the course.

    For the web-based and CD-Rom versions a user- friendly interface was designed to facilitate the learning of an audience with limited e-learning experience. The interactive exercises were designed to provide individual feedback based on the performance of each participant. The content was enhanced by images representing the message. Great care was given to incorporate company images whenever possible.

    A leaders guide was developed to facilitate the delivery of the instructor-led classroom training program. A standard PowerPoint presentation was created for the delivery of a consistent message. A participants guide was designed to act as a learning tool during class as well as a reference guide after class. The content and images for this training were consistent with those in the online versions. The same exercises that were used in the online versions were adapted for instructor-led delivery.

    Implementation

    A seven-step integrated communication, change management and training plan was developed to maximize the effectiveness of this initiative.

     
     
    1. 
    		 Developed and distributed a handbook to each employee detailing the standards of conduct and integrity.
    2. 
    		 Developed a portal containing the handbook, a link to the online training and learning management system, FAQ's and other pertinent information that provides ongoing support and training.
    3. 
    		 Produced a short video message from the chairman that was distributed to all business managers who facilitated a vision session with their team emphasizing the goals of this program and the importance of ethics and compliance to the success of the company.
    4. 
    		 Conducted a pilot of the online version over a five-day period that involved approximately 200 employees representing a cross-section of the company.
    5. 
    		 Delivered the online and CD versions.
    6. 
    		 Conducted a train-the-trainer session for the internal facilitators.
    7. 
    		 Business unit managers sponsored the instructor-led, classroom training that was conducted by their designated facilitators.

    Evaluation

    In the interest of providing a positive and secure learning environment the company was committed to delivering training without individual or scored testing. A Learning Management System was customized to provide level 2 performance indicators that will be used as a basis for future training and communication. This evaluation provided anonymous data on the performance of participants on the exercising activities. Level 1 evaluations were conducted to provide the participants reaction to their learning experience.