A Large Canadian Bank: Designing and Developing the Training to Roll Out New Staffing Software Across the Country
1. The Situation
New staffing software had been developed for bank branches across Canada. The bank needed to build commitment to the new approach and develop specific training to implement it within branches across the country.
2. The Approach
The project involved commitment-building strategies, as well as developing a training program that could be delivered by bank staff consistently across the country in a short period of time. Specifically this included:
- Consultation with management, branch staff and the client’s project team to develop and refine how to use the new approach for staffing and scheduling;
- Developing training materials and Leader’s Guides for two distinct phases of training for branch staff and area managers ;
- Ongoing collaboration with client senior management, users and training staff to refine the training materials and Leaders Guides, train the facilitators of the training, and develop communication and planning for the piloting and phased roll-out across the country.
3. Results
This engagement presented challenges around working productively in a large, fragmented project with a project manager and client staff with varying degrees of commitment, expertise and personal styles.
The training was well received and the national roll-out proceeded on time, within budget.