Owens Corning, a Fortune 500 manufacturing company and market leader in glass fiber technology, replaced the learning management system (LMS) used in each facility worldwide with an implementation of SAP’s SuccessFactors. Owens Corning internally branded the new LMS as Talent Center, which offered many new and advanced features the previous LMS did not have, but also created new functional job roles for LMS administrators that needed to be defined.
Owens Corning learning administrators are a diverse group made up of employees who had been using the previous system for years as well as employees new to training and learning management. This group is geographically spread among facilities around the world, and needed to complete their training before the Talent Center go-live date.
Handshaw partnered with Owens Corning subject matter experts in HR and the learning organization, and began with a detailed task analysis and performance consulting engagement to help Owens Corning more concretely define system user role responsibilities. Additionally, Handshaw generated a list of training objectives based on those role responsibilities, which were then categorized as basic knowledge or advanced knowledge. Handshaw used this information to design an easy to deliver and maintain curriculum that includes self-study workbooks, role-specific practice activity guides, instructor-led virtual sessions, and role-specific job aids.
With system and role functionality not yet finalized, and due to limited support to maintain the training materials after system updates, a flexible design was created. Owens Corning requested that the training not depend heavily on screenshots and system simulations. This constraint to avoid e-learning despite global delivery was a critical part of the design.
The basic certification required of all Talent Center Learning Administrators features self-study guides, virtual ILT sessions, and practice activities and a proctored assessment completed in the Talent Center test environment. The test environment provides ample opportunities for learners to practice creating and manipulating content in a functional Talent Center domain. Basic certification focuses on the mission-critical skills needed by Learning Administrators to complete their jobs. Optional advanced training modules are 100% self-study and focus more on advanced understanding of Talent Center processes and learning assessment theories. The reliance on self-study helps manage facilitator workloads and encourages learners to take ownership of their training.
Finally, a web-based forum was designed for learner interaction during and after training. The advanced modules contain activities asking learners to post their experiences working with certain concepts in the forum and to read and respond to other posts. The forums also contain opportunities for general discussion and support for all Learning Administrators. The forum aims to build a community among Learning Administrators who are able to offer support and best practices to each other despite geographic location.
Once requirements and responsibilities for each of the three job roles were determined, Handshaw was able to utilize role-specific “test users” setup in the system to develop the training resources. Collateral required for completing training activities was created in the test environment, and all learner activities were completed by Handshaw to confirm the workflow and to create answer keys.
For training facilitators, detailed agenda and facilitator guides were created for the virtual sessions as well as a maintenance guide for the test environment. All resources were built using Microsoft Word and published as Adobe PDF documents for easier delivery to learners.
Owens Corning was able to quickly and effectively train their Learning Administrators and prepare for the Talent Center activation on schedule. Both learners and facilitators responded positively to the format and to the encouragement of learners to use the same support resources to complete their training that they would have access to on the job. The combination of guided practice, self-study, and multiple methods of support created confident Learning Administrators ready on day-one.