General Physics (UK) Ltd

Case Study - Hardware Upgrade Training

A financial services company wished to replace old laptop technology with new laptops for its field sales consultants across its UK operation. This encompassed not only its core business, but also numerous building societies affiliated with the main business. Approximately 1000 users needed to be trained over a period of 6 months.

Working along side a hardware suppler and engineering resource, GP provided both the delivery of training sessions and the exchange of hardware at a number of training locations across the UK. Training covered an introduction to the new hardware, Microsoft Windows 98, and new aspects of connectivity, including mainframe connection and access to the client's e-mail system.

GP services included:

• Provision of full training administration services, including scheduling, course booking enquiry, joining instructions, and cancellation service.
• Implementation of a pre and post training communication programme.
• Design and production of supporting training materials, including quick reference cards and manuals.
• Incorporation of business specifics into the programme, including backup procedures, applications updates, best practices, and support procedures.
• Provision of a project manager and customer service representatives to manage and support the programme.
• Coordination with client technical support staff to incorporate technical requirements into training as appropriate.
• Coordination with hardware suppliers to ensure training was delivered at time of laptop exchange.
• As required, managing telephone line installation into training venues.
• Assistance in collecting asset information for the client database.
• Delivery of 10 pilot course modules to user groups and business representatives.
• Presentation of a range of courses to meet the differing needs of the audience, from short two-hour exchange programmes to one-day training modules, at locations across the UK and in Gibraltar, often simultaneously.
• Adaptation of the modules to meet the needs of various building societies.

With its team of 15 dedicated trainers, GP met all delivery timescales in line with customer milestones, and 62% of the participants rated the training as "excellent".