“I just wanted to thank
Leading entertainment and communications
you and your team for
all your help with my
departmental training
company – Managed Learning Service
budget last fiscal. The
comments I received
from my HR Business
The client is the operator of the UK’s largest digital pay television platform and a leading broadcaster of
Manager were that this
was ‘one of the most
sports, movies, entertainment and news.
comprehensive training
plans I have ever seen’
and that it ‘gives a real
structure for driving
The challenge In its second year the MLS worked closely with the line managers
through development QA has an ongoing contract to provide the client with a for each team, supporting a consolidated skills matrix across all
for Infrastructure and comprehensive Managed Learning Service (MLS) for the areas of the business. Following each individual’s personal
Operations staff.’” management and delivery of all the technical training development review, they were able to work with QA to source
requirements for the company’s technical services team, including the courses they needed to meet their individual objectives.
Steve Palmer Microsoft, Cisco, Citrix, Java, Oracle and VMware.
Through the service the client is able to consolidate training
Graduate Development
The MLS has been in place since 2005, and was renewed for a requirements across the business, ensuring a cost-effective
Manager
further two years in 2009. During this time it has developed to approach to learning and development, and as the partnership
provide a service tailored to the client’s business requirements. has developed QA has been able to match the service provided
QA additionally provides desktop software skills for all 12,000 to how the client’s business is developing.
staff across the organisation and a fully bespoke graduate
Key service development points included:
programme that has been developed from the ground up.
Live pilot: To ensure smooth running of the training administration, a
The client had three key objectives for the Managed
group of 10 users from across the business with a wide range of IT
Service:
technical training requirements were selected to be put through a live
To provide users with access to a unified and efficient managed service
pilot prior to the service beginning, to test the booking, billing and
for the provision of technical training
reporting processes. This was micro-managed and any outcomes were
reflected in the processes.
14
To provide the client management with suitable reporting mechanisms
to allow consolidation, tracking and monitoring of annual training
Management reporting: On a regular basis four key reports have been
requirements
made available to the client throughout the Managed Service:
To provide the client budget holders with a high-level view of budget
1. Summary of attendance by calendar month
spend per cost centre across business units
2. Spend & planned spend – actual spend by calendar month and all
To create a service in line with business objectives
future confirmed bookings
The solution
3. Profile of attendance year to date
QA began the service by working closely with a steering group to
4. Course evaluation summary, month and year to date
ensure that the service provided was specific to business
Publicising the service: QA recommended that a marketing programme
objectives. QA implemented its MLS against a clearly defined
was delivered internally to the client in order to ensure that staff were
service framework, made up of the following core components:
fully aware that a new supplier was in place and that they knew and
understood how to access the new service. This programme was
Strategic planning of departmental training requirements to meet
delivered through a number of mechanisms, including a series of
defined business needs and management of related budgets
roadshows delivered as a partnership by the client’s organisational
Single point of contact and reduced administration via a dedicated talent development team and QA for both end-users and managers.
Customer Service Desk These were very successful, with 15 running across the UK, and are
Allocated Project Management resource to design and implement
now scheduled as a six-monthly continuous event, linked to the
procedures in line with the client’s business process
organisation’s development, mentoring and team building process.
The collation and reporting of monthly Management Information to
Benefits
ensure visibility and control of spend both at a departmental and The strength of the partnership between the client and QA has
individual level delivered a strong service, which has continued to receive
Multi-layered Account Management and support from Operational,
excellent feedback.
Project Management and Technical teams
The contract with QA delivered an average saving of 40% from
list price for the first two years across all technology areas.
This average discount was achieved through a combination of
highly competitive discounts on QA core delivery (up to 57%) and
a guaranteed saving of 20% for all third-party training delivery.
Delegate feedback demonstrated average quality rating running
at consistently over 90% satisfaction.
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