Summary: In the dynamic and rapidly evolving work landscape, organizations encounter challenges in providing their associates with the necessary skills and knowledge for current and future job requirements. Many organizations address this by establishing a Learning and Development function, tasked with identifying the learning needs of their associates. Nevertheless, numerous organizations struggle with effectively developing their own L&D function. The author outlines key pitfalls and their solutions that organizations commonly encounter in this aspect.
By Huda Fatima
Acme Corporation was a renowned figure in the business world. The organization was facing numerous challenges in its Learning and Development (L&D) sphere which made them quite anxious. Its L&D plans were encountering major setbacks rather than reaching significant milestones.
Instead of giving up, they set out to transform itself by figuring out what went wrong that was hindering its progress and then creating the measures to combat the prevalent issues.
Let’s explore how Acme Corporation tracked down the underlying gaps in its L&D sphere and carried itself to new heights with innovative solutions!
Mistake 1: Misalignment with Business Goals
Acme Corporation found a lack of alignment between its learning and development (L&D) programs and business objectives. Specifically, its L&D initiatives lacked strategic orientation and did not effectively lead to its objectives (refer Mistake 4 for up-skilling goals of each department that eventually align with the overall business goals).
One such major instance of misalignment was that the organization aimed to reduce customer Service Response Time to improve customer satisfaction (which was one of its business goals). Whereas, the L&D goal were focused on enhancing product knowledge for CSRs.
Solution
- A cross-functional team was built including representatives from the CSR department, L&D as well as senior management to enable communication channels.
- Objectives of L&D program were improvised considering the inputs of CSR department. CSR department recommend improvement of communication skills, proficiency in using systems and software, automation utilization and handling multiple inquiries.
Mistake 2: Overlooking Diverse Approaches and Modes of Learning
The organization was neglecting a variety of learning methods and following the old formats for all the employees which was developed long time ago mainly consist of online sessions, presentations and written material covering different aspects of the whole learning theme.
It was ineffective learning experience for the employees as there was no customization on training content and delivery method depending on the audience leading to a lack of knowledge absorption and skill development.
Solution
- The L&D team generated advanced learning methods including activity based learning, interactive simulations, group discussions, live workshops, etc. to offer diverse learning styles and preferences.
- Employees were given the flexibility to choose from a variety of training formats based on their preferred learning styles. This consisted of hands-on workshops, peer-to-peer learning modules, instructor-led programs and other multimedia resources.
For example, for the employees who were considered auditory learners, group discussions, workshops and podcast-style training sessions were planned. While, for visual learners, interactive e-learning modules with visually engaging content, infographics and video tutorials were offered. Similarly for social learners, collaborative projects, peer-to-peer learning, and team-based challenges were organized.
Mistake 3: Lack of Evaluating the Learning Impact
L&D department of Acme Corporation had not laid out any metrics or framework for analyzing the impact of the learning. Attendance and feedback were recorded by the attendees but there was no systematic approach to assess the learning effectiveness, measure the return on investment (ROI) of learning programs and form data-driven decisions for future.
Solution
In response to this deficiency:
- L&D team worked on identifying key performance indicators related to learning effectiveness such as employee performance improvement, skill application, peer collaboration and etc. Further, L&D team consult with the departmental heads to incorporate their recommended KPI.
- The team introduced pre-training and post-training assessments to evaluate the knowledge and skills of attendees before and after the workshops.
- They also created links between the skills gained by learners and quantifiable performance indicators. For instance, the KPI ‘Reduced Production Downtime’ was connected in a way that the average production downtime due to software-related issues was recorded before the training and production downtime was monitored again to assess any improvements after the training.
Mistake 4: Inappropriate Analysis of Training Needs
At Acme Corporation, stakeholders were not actively involved in the needs analysis process. The departments’ input were not taken to identify the learning needs of their associates.
Recently, a training program was started on data analysis tools by L&D team without a thorough needs analysis. There were lack of collaboration between departments. L&D assumed a generic requirement for the skill of data analysis and implemented a standard training program covering various tools without emphasizing on specific needs. Further, the team did not consult departmental heads and supervisors in the planning parts, skipping their insights.
Solution
The L&D team conducted detailed interviews and group discussions with departmental heads, frontline employees, and their supervisors to identify their needs and skill gaps.
For example, An issue was identified by holding feedback sessions with supervisors to understand the specific data analysis tools needed for various roles. Supervisors highlighted the importance of Excel for data manipulation and Power BI for visualization. Based on that input, the L&D team revised the training modules to focus on Excel and Power BI. The content was tailored to address real-world scenarios and challenges faced by employees in their respective roles. Acme Corporation rose to the spotlight of successful learning practices by its readiness to accept its mistakes, learn from them and promote innovation. Its journey is the evidence of the notion that true success lies not just in confronting the challenges but in evolving through them.
