“We are always looking
BT Fleet – business applications skills
to improve our service
to our customers and
we firmly believe that
developing people
BT Fleet is a wholly-owned subsidiary of BT, specialising in fleet management and service maintenance and
contributes a huge
repair. The company has been providing services across the UK for the last 50 years both to BT itself and
amount to helping us do
just that. In asking them
to other companies such as the AA.
to tender for this
development
programme we knew
that we were asking QA
The challenge
to design and deliver
BT Fleet recognised the need to provide all of its 700+ workshop
something out of the
personnel with the skills to operate a PC effectively. This was
ordinary and they rose driven partly by BT’s decision to provide email accounts to every
to the challenge.” member of staff, but more importantly by the move to empower
all Fleet staff – not just Workshop Supervisors – to use specific
Mike Langford systems in order that they could carry out their jobs more
HR & Learning Consultant effectively, and provide the customer with an enhanced service.
BT Fleet Ltd
To enable them to perform their job roles effectively the workshop
staff needed to be able to operate a PC to the following levels:
Basic PC skills – Safely switching on and off and using the desktop
and mouse
Control Panel – Basic settings for screen and printers
BT Fleet Ltd
www.btfleet.com
Network – Logging on and off the network and accessing programmes
File management using My Computer or Explorer
Using Internet Explorer
Outlook – Processing/sending emails and best practice for email file
28
management
BT Fleet systems – Accessing bespoke ‘Processes, Gatekeeper,
Overtime, T&S’ systems – how to complete overtime, expenses and
sickness forms and access payslips
BT Fleet Intranet – How to access, useful links, how to find technical
and customer information
The solution
Training Needs Analysis (TNA) – In order to assess the existing
level of expertise amongst the teams, a training needs analysis
was developed by QA and sent electronically to the Workshop
Supervisor at each BT Fleet location for distribution to the
potential delegates. The 700 results were then analysed by QA
to determine the level of course needed.
Creation and Delivery of Blended Solution – Based on the
TNA results, two one-day courses were created to capture the
needs of all delegates. Depending on their training needs
analysis results and current skill sets, the delegates attended
either the Level 1 or Level 2 course. The training was delivered
at QA locations across the UK between February and June
2008. It was delivered in an instructor-led training format, by a
dedicated pool of four specially-trained QA instructors. As part of
the day, delegates also accessed an online simulation eLearning
package of BT Fleet’s internal systems which was created by QA.
The simulation allowed delegates to practice on their own
systems in a completely safe environment and was designed
specifically to support instructors as a teaching aid, and also as
an ongoing post-learning tool for the delegates following the
classroom sessions.
Administration – QA facilitated the administration of the training
project including co-ordination of the training needs analysis and
its results, scheduling of employees onto dates in appropriate
locations, sending joining instructions and creation of
management information (MI) reports.
Following the delivery, the training personnel will be confident in
using BT Fleet systems and Microsoft Office, therefore relying
less on specific workshop individuals to assist them.
“It was delivered in an instructor-led training format, by a
dedicated pool of four specially-trained QA instructors.”
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