Learning organizations throughout business services firm ADP are committed to helping achieve its strategic goal of SIG (Simplify–Innovate–Grow). SIG was the guiding principle for simplifying training by creating an innovative delivery system, which resulted in business growth through the reduction of class time and speed delivered to market. This was accomplished by implementing “Learning Bytes”—two-minute chunks of just-in-time learning solutions, targeted at precise information, and available 24/7 across the enterprise.
When Learning Bytes were introduced in 2013, the impetus for developing them was grounded in helping associates work better, smarter, faster, and with fewer resources. The company also wanted to create an approach that was easily repeatable as a best practice within and outside of ADP. Utilizing the common platform of Adobe Captivate software (with text-to-speech audio), Learning Bytes were designed to provide users with demonstrations on various tasks, many of which are performed infrequently. Maximizing the stickiness factor, Learning Bytes act as reminders, reinforcements, and teaching devices.
Perfecting the method of delivery and deployment for the Learning Bytes was critical to the long-term success and replicability of this approach to learning. The development team started by releasing a small number of recordings to test quality, reliability, and accessibility through various locations (including within ADP, outside of ADP’s firewall, and international access). Once this process was perfected, the development team accelerated its efforts and moved the process of screen captures to associates in India and then migrated to an updated and more natural text-to-speech recording. This project shift allowed the team to meet the needs of the business and its goals for SIG.
Some metrics of success include:
- Growth and Simplification: Reduced development time 50 percent and client curriculum training from 24 hours to 7 hours (70 percent reduction)
- Innovation: Developed 500 individual Learning Bytes, available 24/7 across the enterprise
A concrete example of Learning Bytes in action is related to the performance objective of reducing calls into the service center by showing the user how to complete a task. To measure the results, at the completion of the Learning Byte, the user is asked to complete a short survey.
- Was this topic helpful?
- Did the Learning Byte provide all of the information you needed to successfully complete the task?
Since October 2013, more than 24,850 participants responded, “Yes,” to the questions (92.8 percent). In addition, ADP logged more than 70,000 Learning Byte completions, which resulted in avoiding 64,960-plus calls into its service center. This call reduction helped the company avoid more than $2.1 million in call handling costs.