Information is immediately shared with all staff! Keep up with the latest cell phone trends
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Knowledge Sharing- Employee training
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- Felt limited in managing all staff by email and phone
- There was a time lag in communication with all staff.
- It was difficult to ascertain the staff's level of understanding.
- We are now able to send out simultaneous communications directly to staff in the field.
- Original teaching materials were used to enable speedy knowledge imparting.
- It has made it easier to manage staff progress and provide guidance to each staff member.
In the cell phone industry, which is constantly evolving in terms of models, rate plans, etc., the company manages store staff in the western Japan area.NTT Marketing ACT ProCXThe company is a global leader in the training and development of new products and services. As a manager of several hundred staff members, including several subcontractors, he introduced learningBOX because he wanted to ensure uniform training and to speed up the process. We asked him how he actually utilizes the system and the challenges he faces in its operation.
Used for skill checks, compliance training, and knowledge imparting
What is the nature of your company's business?
Mr. Sugimura:We are commissioned by two major telecommunications carriers to manage store staff throughout the western Japan area, together with about 40 partner companies. We manage and train staff to propose mobile handsets, internet lines, plans, and various services.
In what ways can learningBOAre you utilizing X?
Mr. Sugimura:We use learningBOX mainly for the purpose of checking staff skills, compliance training, and imparting product knowledge. Based on this training, each staff member makes proposals for cell phones and fiber optic lines at each store. Including the staff at each store, as well as the sales representatives and managers who manage those staff, we have signed up 400 people for NTT DoCoMo plans and 500 people for SoftBank plans.
We had not implemented e-learning in our company before, and we decided to introduce it because our general manager was acquainted with a board member of your company. I think it was around 2020 when we introduced the system.
The learningBOX offers a choice of 13 different question types, but please tell us how it is actually operated.
Muramatsu-sama:I am in charge of Softbank, and I mainly use PDF files for tests and quizzes, and for compliance and various campaign announcements. The quiz consists mainly of correct/incorrect (0x00) questions, with about 20 questions created per month.
Mr. Yagi:I am in charge of NTT DOCOMO. I mainly create tests using multiple choice, multiple choice, pull-down, and correct/incorrect (zero-x) questions. AlsoLinked Content(a function that allows students to set grade requirements for specific materials and have different materials displayed only to those who meet those requirements) has also recently begun to be used. In addition, once every three months or so, we hold a meeting to gather feedback from the field.QuestionnaireWe are also implementing the
Materials are prepared based on test results and utilized in actual teaching.
What changes have you seen before and after the introduction of learningBOX?
Mr. Yagi:Before introducing learningBOX, confirmation was mainly done by e-mail or telephone, and the level of staff understanding was largely based on the experience of the person in charge. Of course, we used Excel to manage progress, but there was a time lag in communication with the field, and it was also very analog.
Mr. Kurashima:We mainly have all staff members take compliance tests and other important awareness tests, and then feed back the individual results to each subcontractor. We are able to check how much of the information is being viewed on the LearningBOX, which makes it easier to manage the progress of the program. Data aggregation has also become easier, allowing us to spend more time analyzing various trends. We feel that we are now able to provide specific follow-up to each staff member by using the analyzed and quantified data to prepare instructions to each subcontractor and to check the progress afterwards.
Muramatsu-sama:Email SettingsWe use several different templates depending on the level of importance. The staff onsite checks the important information immediately, and we feel that this has greatly increased the speed at which we are able to communicate with them.
Have you experienced any specific effects or results since the introduction of learningBOX?
Mr. Yagi:We create and distribute about seven questions a week about the products used by our staff in the field. We also send out a variety of other content on a daily basis to prevent knowledge from fading away. we survey several staff members over the course of a year or two, and if their knowledge level improves by 10%, we consider them to have acquired the knowledge properly. However, even if the program is used for a long time, it depends on the motivation of each staff member, so we need to find ways to motivate them.
What are some of the challenges you have encountered with learningBOX?
Mr. Yagi:I once made a video explaining a problem in a test operation. We used the videos for questions where many people repeatedly made mistakes, and people who watched the videos remembered the questions better than those who watched only the text. However, it takes time to make a video, so we have not been able to make use of it due to staffing issues.
Mr. Kurashima:I feel that it would be nice to be able to make more detailed settings for interlocking content. For example, it would be useful to be able to display educational materials for each person who answered a question correctly or incorrectly.
Mr. Sugimura:For example, in a correct/incorrect question (0x00 question), it would be good if, when a student makes a mistake, he or she could explain the reason for the mistake and follow up to avoid making a mistake the next time before moving on to the next question.
We are more committed than ever to improving the quality of our staff.
Do you have any requests for more features like this in learningBOX?
Mr. Abe:It would depend on the environment on the user side, but it would be very convenient to have the pledge form handwritten and signed, and to be able to consolidate them.
Mr. Yagi:When we upload PDF materials, we would like to have a system that not only confirms that the material has been viewed, but also allows us to indicate that we have understood the material. I would like to emphasize "understood" rather than just "viewed.
What are the advantages of conducting training in-house rather than outsourcing?
Mr. Yagi:The biggest advantage is being able to keep up with the latest information. Speed is critical in this industry; we must acquire and prepare a variety of information before commercials come out. The content of this information varies from region to region and store to store, but we always try to purchase the most up-to-date information to meet the needs of our customers and prepare materials in-house to provide it to them. I believe that we are able to respond with a sense of speed in terms of always providing new information on compliance, current events such as news, and product announcements.
Mr. Sugimura:Cell phone rate plans, discount rates, etc., change quickly, and although it is difficult to communicate directly with all staff, the learningBOX allows us to send messages directly to them and to manage logs, etc., so it is easy to check whether our messages are being received and to make sure they are being received. It is very helpful. I think it is important to internalize training in order to send out messages in a timely manner.
Please tell us about your future plans, such as what you would like to do with learningBOX.
Mr. Yoshinobu:We want to improve the quality of our staff even more than before, so we are looking for ways to utilize not only the current compliance testing and current events, but also other areas to expand the range of what our staff can handle.
Mr. Sugimura:We are talking about the possibility of exchanging training videos on the learningBOX. We are conducting role-playing training in which staff members propose actual plans, etc. to each other and to the person playing the role of a customer. We are filming the training and watching the videos, and we think that if we can share the videos among the branches, the quality of the training will be further enhanced.
Thank you for your participation
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