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Submitted URL: https://www2.trainingindustry.com/e/186152/2022-07-18/2w7wq2n/1200677773?h=ZhBlvVo9EuSs9E7tzBZVYJU8bWxMs2B-T6YO4iMf-HE
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Effective URL: https://employee-learning-on-the-move.schoox.com/
Submission: On July 19 via api from SG — Scanned from DE
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You need to enable JavaScript to run this app. REAL-WORLD LEARNING FOR FRONTLINE WORKERS -------------------------------------------------------------------------------- TOP 5 LEARNING & DEVELOPMENT MUST-HAVES FOR EMPLOYEES WORKING ON THE GO Cover Flexible Org Structure Mobile-Friendly Learner Experiences On-the-Job Training and Skills Development Built-in Learning Experience Platform Business Impact Reporting and Analytics Expect More, and Get More, From Your LMS The Great Resignation seems like a topic we can't get away from. And who knows, maybe it's just the way of things now. But while a ton of articles and resources exist around retaining corporate workers, a massive portion of the workforce is missing from the conversation: frontline workers. Frontline workers—employees who are always on the go in retail, healthcare, manufacturing, and hospitality settings—represent a far more significant part of the workforce. According to Gartner, there are 2.7 billion frontline workers globally — more than double the number of corporate workers. Because of their significance to the workforce, one might think that frontline workers benefit the most from cutting-edge workplace technology. Nope. There's a huge gap in technology to help frontline industries, especially when it comes to sharing knowledge and training employees, where the need is most urgent. URGENT NEED FOR KNOWLEDGE Can we share some real talk about brain drain in frontline industries? When frontline workers retire or otherwise exit, irreplaceable expertise is lost. All industries that rely heavily on frontline workers are at risk of developing a significant knowledge gap. Let's look at an example. Manufacturers employ many frontline workers, and 2.6 million baby boomers are expected to retire from their manufacturing jobs throughout the next 10 years. Research from Deloitte and The Manufacturing Institute reveals an unprecedented 89% of executives agree there is a critical talent shortage in the U.S. manufacturing sector: 0% of U.S. manufacturing executives say there is a critical talent shortage in U.S. manufacturing. Ready for a double-whammy? Knowledge loss is further exacerbated because younger workers entering the workforce tend to change jobs more frequently than their predecessors. This high turnover rate makes it difficult for organizations to share knowledge with the next generation of employees. We think it's time to take time to make learning a critical part of the solution to training and retaining frontline workers. With the right learning platform, organizations can capture the knowledge of experienced team members and facilitate training to build expertise in new hires. Continue reading for case studies that illustrate the top five must-haves of learning platforms to support frontline workers, such as: * Flexible org structureCase study: Subway * Mobile-friendly learner experiencesCase study: Phillips 66® * On-the-job training and skills developmentCase study: Sonesta Hotels * Built-in learning experience platformCase study: Checkers® & Rally's® * Business impact, reporting, and analyticsCase study: Celebrity Cruises MUST-HAVE NO. 1 FLEXIBLE ORG STRUCTURE Part of the problem with legacy learning management systems (LMS) is that they were created for corporate, desk-bound workers with linear, top-down management structures. An LMS designed for this traditional management model is not a good fit for organizations with more complex organizational structures and workflows. One of the most complicated org structures to address deals with franchise business models. Let's break this down. Frontline industries, especially the hospitality industry where franchising is common, have unique learning requirements because of how they're organized. For example, an individual learner at a restaurant (Bob the bartender) may need to be associated with a franchise location, a multi-unit owner office, a regional group, a territory, etc. For learning to be effective in achieving, and reporting on, business outcomes, it must reflect the organization, the needs of individual learners like Bob, and their relationships. Schoox is the only learning platform that can be configured to accurately reflect and enhance a company's unique org structure, no matter how complex. It empowers L&D leaders to explore new options to establish the right connections and foster better collaboration throughout the organization. CASE STUDY SUBWAY® SANDWICH RESTAURANTS * Industry: Restaurant * Size: 540,000 Learners With its previous LMS, it was difficult for Subway to address the varying needs of teams and individuals within its organization. Because Subway's organizational structure consists of multiple relationships between the corporate offices, franchisors, and franchisees, learning management systems grounded in traditional top-down management were not a good fit. 0 Days to launch the University of Subway 0K University of Subway learners 0 Countries represented In partnership with Schoox, the "University of Subway" was launched in just 30 days with 540,000 users in 110 countries. Schoox supported Subway during the transition to its new LMS, assisting users 24/7 — a must for this multinational company. / RESULTS MATTER / Schoox makes you feel like you are their only customer. They have been available by phone and email 24/7; no more ticketing system. The day-to-day interaction and turnaround time of customer support has been above our expectation. Phil DeSorbo, Technology Team Product Owner, and Indira Bachan, Assistant Director of Worldwide Training Learn how Schoox helps the University of Subway navigate complex org structures to deliver training to users around the world. PLEASE FILL OUT THIS SHORT FORM TO KEEP READING REAL-WORLD LEARNING FOR FRONTLINE WORKERS First name* Last name* Business Email* By clicking the "Submit" button, you are agreeing to the Schoox Terms of Use and Privacy Policy. MUST-HAVE NO. 2 MOBILE FRIENDLY LEARNER EXPERIENCES Mobile workers make up a large portion of workers in the U.S., and they are expected to make up a whopping 60% of the workforce in the U.S. by 2024, according to the International Data Corporation. Additionally, 50% of all frontline workers in the U.S. are mobile workers. 0% Percent of the workforce expected to be mobile by 2024 0% About half of all frontline workers in the U.S. are mobile workers That field service technician who just pulled up to your house to troubleshoot your internet issues? He's a great example. Meeting the needs of an on-the-go frontline workforce means offering high-quality learning and development opportunities where they are: on mobile devices. And those mobile devices? We aren’t talking the latest and greatest smartphones. No, mobile learning for frontline workers means providing the best possible experience across all different types and generations of mobile devices. (We're looking at you, 10-year-old phone with spiderweb cracks. Keep on keeping on!) Schoox offers learning solutions for frontline workers that are accessible and engaging — arming employees with the knowledge they need to perform their jobs well and enhance their career development opportunities. These mobile-ready options provide: * Modern, intuitive user interfaces * Apps for iOS and Android devices * Customizable learning environments CASE STUDY PHILLIPS 66® * Industry: Manufacturing * Size: 2,000 Learners Phillips 66® employs mobile sales representatives tasked with working from various locations around the world. But when it came to educating its sales network about its product, the company ran into some friction: Product information was either locked behind a password-protected extranet or shared via text-heavy presentation documents that were only accessible through multi-hour in-person training sessions. Because information was so hard to access, its internal sales team and global distribution network lacked the up-to-date product information and training they needed to understand and sell their existing products and the groundbreaking new product lines launched from its research and development division. To reduce this training friction, the company began looking for a learning management system that could meet two key goals: deliver mobile-ready training to a vast network of salespeople and deliver training in a franchise-style model with a central corporate hub and 70 field operators. With Schoox, Phillips 66® found its solution. / RESULTS MATTER / Our former training program was not mobile and so was not readily accessible to our external network. Schoox is easy to understand and use; it offers mobile accessibility and can support a franchise model structure. I can drive training out to our more than 430 distributors in 76 countries where their assigned unit managers can manage training within their own business. The Schoox X-factor for us has been the ability to deliver a leading-edge, mobile, and agile learning management system that allows us to quickly put content into the hands of our marketers and salespeople in a very relevant and current way. Bill Brown, Former Director of Marketing Operations at Phillips 66® With Schoox, Phillips 66® delivers relevant, high-quality learning to teams with diverse needs. MUST-HAVE NO. 3 ON-THE-JOB TRAINING AND SKILLS DEVELOPMENT Who doesn't love a good checklist, amirite? We love them too but want to give you more than "check-the-box" learning. For many businesses that rely on frontline workers — such as foodservice and hospitality — teaching and observing an employee's skills in the flow of work is a critical component of the onboarding and training process. We call this "on-the-job training," or "OJT," for short. With the right learning platform, employers can track OJT to ensure new hires are getting the mentorship and information they need to be successful. Schoox makes it easy for corporations, extended enterprises, and businesses of all sizes to manage and track on-the-job training. The system even supports observational checklists (yay!) and live trainee evaluations that provide a holistic approach to learning and development when used with virtual instruction. CASE STUDY SONESTA HOTELS * Industry: Hotel * Size: 7,500 Learners With hundreds of hotel properties divided among 15 distinct brands, there are a lot of nuances involved in training Sonesta Hotels employees. The rising hotel conglomerate needed a solution to enable its corporate L&D team to oversee training across each business unit while empowering individual managers to administer training that effectively prepares each frontline employee for their role. With Schoox, Sonesta Hotels ensures that each employee learns the skills they need to know for their roles under the guided instruction of a training manager. Managers utilize OJT tasks to train employees on how to: * Clean and prepare rooms before guest arrival based on hotel type * Make beds and complete other housekeeping tasks “the Sonesta Hotels way” * Manage tasks specific to restaurants, gyms, spas, and other specialty businesses located within resort properties / RESULTS MATTER / Within the first six months, Sonesta Hotels employees logged over 20,000 hours of training and 50,000 course completions. 0K Number of training hours logged 0K Number of course completions The onboarding and culture pieces were key for us. As we grow exponentially, we're keeping focus on how to provide a consistent onboarding experience. With properties across the United States, asynchronous content combined with on-the-job training helps us ensure that managers in one location are receiving the same level of training as managers in another part of the country. Schoox gives us the best of both worlds. Derek Fournier, Senior Director of Training at Sonesta Hotels MUST-HAVE NO. 4 BUILT-IN LEARNING EXPERIENCE PLATFORM We're about to dive deep into an acronym showdown, so hang on! A traditional learning management system (LMS) is different from a learning experience platform (LXP). For example, an LMS focuses on course administration, learner assessment, and tracking learners' activities with reporting. LXPs, on the other hand, focus on the learner experience by delivering personalized learning paths, channels, and collections of learning materials. LXPs allow learners to organize, access, and share relevant resources while discovering more avenues of learning to support career growth. EXPECT MORE FROM YOUR LMS Here's something old-school LMS vendors and new-age LXP vendors don't want L&D leaders to know: a modern learning platform can, and should, administer the L&D program and create an exceptional experience for the learner. Schoox provides the benefits of an LMS and an LXP in one learning platform — no add-ons are required, no additional costs. Let's leave the acronyms in the past. CASE STUDY CHECKERS® & RALLY'S® * Industry: Restaurant * Size: 11,000 Learners Checkers® & Rally's®, an iconic and innovative drive-thru restaurant chain known for its bold, craveable food, famous fries, exceptional value, and people-first attitude, operates and franchises both Checkers® and Rally's® restaurants. In addition to craveable and bold food, the company is dedicated to being a place where franchisees and employees who work hard can create opportunities for themselves, their families, and their communities. With labor shortages in the industry, attracting and retaining employees is another consideration for growth. Enter "Crazy Good Learning," Checkers® & Rally's® innovative employee learning program that engages team members with mobile and social collaboration across the organization. Checkers® & Rally's® learning and development team decided to use a social platform many of their staff were already using in their day-to-day lives to serve up content in a fun and unique way. Launching the program with short video blasts, the company creates microlearning to support on-the-job training. "We decided to simply shoot the microlearning in portrait mode on a mobile phone to maintain the ‘realness' of the content found across the platform." Krishawna Henderson, Director of Diversity & Learning Development at Checkers® & Rally's® Team members access these short video blasts by scanning QR codes posted on communication boards in every location. All Checkers® & Rally's® stores have two iPads available for staff to access learning. To launch the corresponding video, employees scan the QR code that matches the skill they want to review. Checkers® & Rally's® launched microlearning at the beginning of the year, aligning learning videos with the company's first-quarter focus areas on taste and temperature. Topics like "serving up the perfect fry" allow staff to go to the content they need during their shift. / RESULTS MATTER / The number of employees logging on to the learning platform has doubled year over year, and team members are eager to put into practice what they've just learned. Krishawna Henderson, Director of Diversity & Learning Development at Checkers® & Rally's® MUST-HAVE NO. 5 BUSINESS IMPACT REPORTING AND ANALYTICS Are you ready to hit 5 out of 5 on your next performance review? Schoox tracks all data and activity so companies with large frontline workforces can easily associate individual learners with broader learning and development initiatives. L&D teams can easily connect various training metrics with the company's key performance indicators to go beyond basic reporting data and glean valuable insights about the effectiveness of learning and its impact on the bottom line. * Track all learning activity * Connect training metrics to KPIs to measure true business impact * Measure progress toward individual and organizational goals Measuring business performance goes beyond employee learning. Schoox tracks and reports on customer learning, partner learning, and more for the extended enterprise. CASE STUDY CELEBRITY CRUISES * Industry: Travel * Size: 20,000 Learners Celebrity Cruises sails to all seven continents on 15 luxurious ships. The Celebrity Cruises brand offers a “New Luxury” onboard experience to exciting worldwide destinations as well as onboard programs that appeal to all ages, world-class entertainment, unique stateroom design, and shore excursions. Delivering dream-worthy vacations requires team members — onboard and ashore — to have a wealth of knowledge of the Celebrity Cruises brand. Team members need exceptional training to build the extensive knowledge required to succeed at Celebrity Cruises. And this is no small task as the company employs onboard crews and works with a network of over 30,000 travel professionals. While internal employees learn the ropes and stay up to speed on the latest developments in the company's guest services call center, called Sales University, travel advisors receive training and their annual certification through Celebrity Learning, the company's travel advisor certification program. The company's previous training program struggled to meet the company's diverse L&D needs. One barrier was a lack of integration between the two training programs. Along with this critical shortfall, the company's previous LMS solution could not provide analytics such as tracking employee development and success, delivering real-time reporting, and motivating team members and advisors to complete their training. Celebrity Cruises needed an LMS that could do all of this and more. By partnering with Schoox, Celebrity Cruises maintained its reputation for top-quality service and luxury through a robust learning platform. With Schoox, the company could access real-time reports and other analytics, allowing them to track progress and adjust to trends they observed at every stage of the training process. / RESULTS MATTER / Schoox allows us to report on thousands of learning insights and compliance metrics for our call center staff and travel agents. The reports help us spot gaps in training and learning, and increase our percentage of enrollments and graduates. Alex Frady, Manager of Learning & Development With Schoox's flexible, easy-to-use platform, Celebrity Cruises offers over 30,000 external travel professionals the tools they need to build their business. EXPECT MORE, AND GET MORE, FROM YOUR LMS We want to challenge you to expect more from your LMS. Successful learning and development for frontline workers requires supporting employees while they work — wherever they work. To give frontline workers what they need to be successful, the right learning platform will provide these five L&D must-haves: * Flexible org structure * Mobile-friendly learner experiences * On-the-job training and skills development * Built-in learning experience platform * Business impact, reporting, and analytics These recommendations are based on more than a decade of experience supporting the complex needs of frontline industry leaders, from global energy manufacturers to cruise lines sailing the globe. For more information about our award-winning SaaS learning platform and top-rated customer experience, visit Schoox.com. TwitterFacebookLinkedIn