Elevating the Performance of an FMCG Giant with Employee Upskilling
January 17, 2024Aviation Giant creates eLearning modules to standardize Change Management initiatives across its international workforce
Client:
Germany's largest airline company and flag carrier. When combined with its subsidiaries, it is Europe's second-largest commercial airline company. Headquartered in Cologne, Germany, the company has an equity of over 10 billion euros and over 138,000 employees.
Category:
Service
Industry:
Aviation
Business Objective
-
Empower, upskill and motivate employees to complete training modules quickly and efficiently.
-
Ensure that employees were able to quickly and practically pick up new leadership initiatives, health and safety measures, and other policy changes.
-
Manage passenger expectations and provide relevant, high-quality feedback to airline staff to handle both common and exceptional cases.
Learning Objective
-
Empower old and new employees to quickly pick up and understand the training content as they pertain to the company's business objectives.
-
Ensure that employees in all passenger-facing teams can effectively communicate with passengers in a way that meets brand values.
-
Create a universal, standardized training program that can be distributed globally to all employees, with language localization that maintains the standardized nature of the content.
Learner Profile with Number of Learners
Passenger-facing airline crew.
Approx. 3,000 flight attendants and various others.
Learning Principles/ Approach/ Strategy
The program focuses on educating employees through building comfort and experience with
Lufthansa's policies, new and old, utilizing the following techniques:
-
Gamified Learning with both knowledge delivery and assessment conducted using gamification techniques, puzzles, and scoreboards.
-
Cognitive Load Theory utilizes progressively complex concepts to build a foundation before discussing more complex objections and customers.
-
Constructivist Learning Theory encourages learners to think proactively with relatable customer concerns that learners must handle.
Solutions
In response to a capable but disconnected workforce with difficulty picking up standardized initiatives promptly, our client partnered with Ozemio to create a training program that would ensure that training initiatives for pilots, cabin crew, and others could be quickly and effectively distributed to all applicable employees worldwide. The content worked to create excitement and bolster morale by using interactive demonstrations and showcasing solutions to real, practical customer problems in a fun and interactive way.
Implementation / Distribution Process
The modules were designed and built using Articulate Storyline and then published in HTML5. The training used vibrant graphics in company colors, with videos and gamified exercises blended into a fun and effective eLearning program.
Each module covered one of the many concepts that teams were expected to be familiar with, culminating in a total understanding of the company's new passenger-facing policy. Motivated and encouraged, employees are sent through one final assessment before completing the course.
Learner Assessment
Each of the eight modules was concluded by a simulated, interactive assessment involving a mock passenger, with a final assessment at the end of all modules. Employees were also allowed to retry the assessments until they succeeded.
The assessment difficulty ranged from mildly to highly challenging, maintaining a healthy balance of questions to both encourage and push learners at every stage of the course.
Business Impact
- 88% of learners stated they were noticeably more motivated after the training content.
- 96% of learners stated that the training program was easy to understand and follow.
-
90% of participants rated the program as more informative and educational than anyother eLearning program they had attended.
-
98% claimed that they still actively and regularly use the skills they learned in the program over a year later.
Ozemio Resources Used
Instructional Designers, Media Experts, Language Specialists, Subject Matter Experts, and
our Quality Control team. Totaling at 2763 work hours.
2 hours
8
N/A
Articulate Storyline 360, Adobe Flash, Javascript
Learn more about Ozemio’s Change Management Initiatives here.
Testimonial
“I would like to pass on our sincerest thanks to Ozemio. Our teams were extremely happy with the program and found it intuitive and easy to navigate. Our SMEs and language experts also had only good things to say about your program, and the microlearning construction of the modules has been done perfectly to ensure the cabin crew will be motivated to find time for each module. Ozemio, thank you for your hard work on our behalf.”
