Commercial Awareness Training
Our client was refreshing several of their large technical contracts, each one was of significant value tendered for numerous years. Throughout the procurement process it became apparent that successful contract implementation demanded a high degree of collaboration with the business to ensure commercial transformation and realisation of contract benefits. This need sparked the search for an effective solution
Problem
The client needed to ensure the framework contracts, which represented substantial financial investments, were harnessed optimally to achieve desired outcomes. Their workforce of over 1000 people scattered over various sites were responsible for letting new tasks on the contractual framework. They needed to understand how to operate these contracts in the most efficient way possible.
The client challenged us to provide a learning solution that was cost effective for large numbers and accommodated diverse learning styles and levels of experience.
Challenge
One of the biggest challenges was to gain buy in and create training that people would want to join voluntarily, as it wasn't mandatory training.
Commercial Awareness competencies weren’t recognised in the client's performance award schemes and therefore were seen as non-essential.
The “commercial” subject matter could be seen as having a dry nature, so we needed to make the training compelling and interesting.
There was a possibility that face-to-face training would not suit all attending, and we needed skilled design to keep the reader engaged in a variety of learning mediums or options.
Solution
The solution entailed crafting a comprehensive training programme named ACE (Achieving Customer Excellence) to address diverse knowledge levels and cater to assorted learning styles. The training encompassed in-person courses, eLearning modules, and informative booklets. Innovative approaches were used to ensure the training was both compelling and practical.
The solution was introduced via a phased approach. Learning pathways were delineated for varying levels of expertise: foundation, practitioner, and expert. A sponsorship group and a pilot group were set up to test and fine-tune the training content. An external specialist was engaged to construct interactive eLearning modules. The ACE training programme was rolled out across multiple sites over a three-year period.
The team showcased creativity, instructional design acumen, collaboration, and effective communication. Our principal project lead was involved in creative troubleshooting and devising engaging training materials. The team worked closely with subject matter experts to guarantee accurate content. For eLearning module creation, an external specialist was enlisted.
The business could have relied solely on conventional methods such as extensive PowerPoint presentations or obligatory workshops. However, they opted for a multifaceted approach to cater to diverse learning preferences and requirements. This approach facilitated a more immersive and efficacious learning experience.
The development phase spanned roughly nine months, whereas the rollout extended over three years. While the development phase aligned with expectations, the lengthier rollout timeline was likely influenced by the need for meticulous implementation and adaptation based on ongoing feedback.
The team exhibited innovation in crafting engaging training materials, negotiated effectively for expert collaboration, persuaded stakeholders to participate willingly, and remained composed under the pressure to ensure the training catered to diverse needs adeptly.
Outcome
The training programme successfully educated over 1000 participants across different expertise levels. It heightened awareness of new contracts and facilitated improved operational practices. Moreover, it led to the inclusion of commercial awareness as a competency for project managers, thereby augmenting the capabilities of the client's workforce. Finally, we were nominated for a CIPS training award.
Conclusion
This work highlights Clarion Insight’s strategy of prioritising people. By addressing the need for commercial awareness training, the company demonstrated its commitment to enhancing employee skills. The innovative approach to training resonates with Clarion's virtues of creative problem-solving and customer excellence.