Case study: Ramada Jarvis
Welcoming new employees to Ramada Jarvis Hotels
Solving the problem of keeping induction timely, relevant and up-to-date
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Business Challenge
Ramada Jarvis regard effective induction training as the key to delivering consistently high standards of service to guests staying at their hotels located throughout the length and breadth of the UK.
An existing on-line induction programme required updating to reflect organisational and brand changes. This programme was difficult to administer and the software platform prevented internal content updating, causing unnecessary inconvenience, delay and cost.
A new on-line induction programme that was hosted externally and quick and easy to maintain by Ramada Jarvis employees was required.
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Echelon’s Solution
We carried out a detailed specification exercise to identify the content required and the optimum educational strategy and media mix. We developed the multimedia induction programme utilising Echelon’s content management system and easy-to-use authoring tool. We trained a number of internal staff to use the authoring tool and launched the programme via our own learning management system.␉
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Key Benefits
The project’s objectives were met: new starters at Ramada Jarvis receive a contemporary and fun induction, management and tracking of learners is fast and efficient, updates can be made in-house exactly when needed. The business and learning requirements were met with a lower on-going cost of ownership.
Echelon’s solution
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Research
Ramada Jarvis regard effective induction training as the key to delivering consistently high standards of customer service, the key to attracting and retaining customers in the hospitality sector. Consistency of performance underpins the development of brand value across an estate of 43 hotels that covers the UK. Ramada Jarvis offers a combination of business, leisure and events service each of which requires is own performance standards. The company employs over 3,500 people in a wide range of professions and job roles. High staff turnover is a feature of the hospitality sector with its implications for service quality and consistency.
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Echelon undertook a specification study to research the organisation and learning outcomes required of the induction programme. This input to construction of the programme content and structure, learning strategy (including use and style of language to accommodate the multinational nature of the workforce). We reviewed the IT infrastructure as a guide to delivery of the on-line programme and its links with the HR system and company intranet and external website. This guided implementation of the learning management system (LMS) and the content authoring tool.
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Buy in
Ramada Jarvis already used eLearning as a major component of the induction process and this was very successful.
Close working relationships were established with the in-house IT function and the HR system supplier to facilitate on-line delivery and precise monitoring and reporting of employee usage of the induction programme.
The training team welcomed the opportunity to maintain the programme’s content and the fact that authoring was done via the Microsoft Word interface.
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Design and Delivery
The instructional design strategy employed a range of learning methods to appeal to all learning styles. The programme is highly visual with audio throughout (learners have the option to view a transcript of the audio, useful for those for whom English is not their first language). The chairman John Jarvis welcomes the new employee to the business and paints a motivational picture of life in the hotel industry.
The programme is highly interactive, including tutorial, explorative learning and links to external information. Each module contains a self assessment quiz.
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Communication
The new version was launched via a communication campaign directed primarily at the hotel management teams and central and local HR and training personnel.
New employees are introduced to the induction programme on day one and are tasked to complete it within their first week. Support is provided by the local training manager.
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Sustaining the initiative
Completion of the induction programme is a mandatory activity and is closely monitored via the LMS. Echelon provided the content development infrastructure to enable Ramada Jarvis trainers to keep the content up-to-date and provided training on use of the authoring tool.
Content is authored via a sophisticated Microsoft Word-based interface designed and processed through a content management system where it is automatically formatted to the delivery template. The writer concentrates only on the content whilst the system manages the publishing process.
Our approach provides for rapid content development and deployment and has long-term value included through easy updating and repurposing.
The LMS accesses employee data supplied by the HR system to provide a set of reports on training activity.
The company’s policy of continuous improvement is introduced via the inclusion in the induction programme of an on-line suggestion scheme feature that allows new employees (whilst they are still fresh and objective) to input ideas.
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Evaluating the outcome
Launching Autumn 2009
Echelon, Angles House, 210 Sheen Lane, London SW14 8LB; 020 8274 9965