[Moving Away from Reliance on Individuals] Systematizing Training Through “Video Training” to Reduce the Burden of Teaching | Turning Talent from Other Industries into Productive Employees

The gap between the knowledge required on the job and person-dependent training

First, could you please tell us about the responsibilities of the person in charge?

I am responsible for all aspects of human resources. Specifically, this includes recruitment, training and development, employee retention, and the design and implementation of HR systems and employee benefit programs. Among these, training and development is a particularly significant area of focus.

What kind of knowledge and skills are required of your company's employees?

The job of referring people to senior living facilities requires a high level of expertise. In addition to knowledge about senior living facilities, it requires an understanding of the administrative procedures involved in moving in. Furthermore, a certain level of medical knowledge—including knowledge of medical procedures and medication, as well as an understanding of residents’ physical conditions—is essential.

In addition, discussions with family members—not just the client—play a crucial role. Since it’s not uncommon for family members to have differing opinions, the role requires facilitation skills to help them organize their thoughts, set priorities, and reach a consensus. To be honest, this isn’t a job that can be handled solely with sales skills.

What challenges have you faced in the area of education so far?

I joined the company about six years ago, and back then, the training system was very dependent on individual instructors. It was the kind of system where senior employees taught junior employees verbally. That’s not necessarily a bad thing in itself, but the content would vary depending on who was teaching. To put it bluntly, there were even cases where senior employees who weren’t performing well would teach their methods to new hires, and naturally, that didn’t lead to any increase in productivity.

Therefore, we established a policy to develop video-based training programs with the goal of sharing the expertise of our top performers with the entire team in a way that could be replicated. We also incorporated the concept of “sales enablement”—an initiative that involves establishing systems, environments, content, and training frameworks to ensure that sales organizations can consistently deliver results—which was gaining attention at the time.

Could you tell us about the background behind the decision to implement learningBOX?

We had been using video-based training for some time, but the system we were using at the time was very labor-intensive to operate. Every time we changed the storage location for content or had to reconfigure viewing permissions, it required a lot of detailed configuration work.

In particular, since there are personnel changes every quarter, I had to reconfigure permissions each time, which took up a significant amount of time. On top of that, I was the only one who could perform those tasks. Since the system is designed so that viewing activity is factored into performance evaluations, there was no room for error.

As situations continued to arise where I had to rush to handle things on my own time, I began to feel that “we need to reevaluate the system itself.”

Designed as a comprehensive package that goes beyond simply watching to actually inspiring action

Please tell us why you chose to focus on video-based training.

The biggest advantage is its high level of reproducibility. With videos, you can watch them repeatedly anytime, anywhere, and you can pass on the know-how of top performers directly to new hires.

With verbal, person-to-person instruction, there are inevitably inconsistencies in the content. In that regard, videos allow us to reach a wide audience while maintaining consistent quality, which is why we’re committed to using this format.

I hear that video training has been incorporated into the performance evaluation system as well.

A system that visualizes video viewing statistics (Gradebooks) and have incorporated it into our performance evaluation system. We designed the evaluation system using top-performing sales employees as models, and it is structured so that employees who do not watch the videos receive lower evaluations.

However, the goal is not simply to “watch” the videos. The program is designed so that students acquire the necessary knowledge and skills through the videos, and their efforts are properly reflected in their evaluations. As a result, there is a clear sense that video viewing and evaluation are linked and that the system is functioning effectively.

What strategies do you use when creating content?

We’re also enlisting the help of our top salespeople in the video production process. Since the original challenge was that “the methods of underperforming employees were being passed on to new hires as-is,” we’re particularly mindful about whose expertise we share.

Also, if you just record a video, the content tends to go unnoticed. That’s why I always make sure to include explanatory text, such as “Explanation” or “Highlights.” The idea is to put the key points of the video into words.

This makes it easier for learners to understand what they should focus on. Rather than simply watching and then moving on, the content is designed as a complete package that leads to actual action.

Role-Based Operational Design That Balances “Results” and “Thoroughness”

Did the process from the implementation of learningBOX to the start of operations go smoothly?

Partly because we needed to quickly gain visibility into viewing patterns, we began operations just one month after deciding to implement the system. During the free trial period ( Free Plan) I was able to verify for myself that I could upload videos and view progress reports—which directly impact evaluations—without any issues, so I decided, “This will work,” and immediately decided to migrate to the system.

The user manual was very thorough and easy to follow, so I hardly ever had any trouble figuring things out.

How is it currently being managed?

Our platform focuses primarily on videos and quizzes, and when you include the archives and repository, we have over 500 pieces of content. For new employees, we have incorporated the requirement to watch one video each morning and evening—a total of 40 videos per month—as part of their performance evaluation criteria.

This isn't just about "getting the numbers up"; we make sure to check whether the content they've watched is actually leading to real-world actions.

That said, everyone has their own approach. Some people watch a little bit every day, while others wait until the deadline is approaching and then binge-watch everything at once. To be honest, it really depends on the person.

How is the implementation of mandatory training programs, such as compliance training, going?

We place a high priority on ensuring that everyone completes compliance training—such as harassment prevention training—by the deadline. The rule is that employees must retake quizzes and tests as many times as necessary until they score 100 points.

If you fail, you'll receive a reminder (Notifications) is sent, and points are deducted under the “Basic Quality” section of the evaluation form. Since the evaluation is factored into salary, this system ensures that employees consistently attend the training.

The positioning is that video-based training emphasizes “delivering results,” while mandatory training emphasizes “thorough coverage with no gaps.”

AI quickly creates quizzes, significantly reducing the workload.

In what kinds of situations do you use the “AI Assist” feature?

Until now, whenever I created a quiz based on a video I hadn’t made myself, I first had to watch the entire video. I had to watch the video just to create the quiz, which cut into my time for other tasks. As the number of videos increased, so did the effort required, so to be honest, I found it very inefficient.

There, “AI Assist"The [feature] was introduced, and when we tried it out, it worked really well. Since the AI quickly generates quizzes for us, all we have to do now is check the content for accuracy."

It used to take me more than 15 minutes to create a single question. I would watch a video, summarize the key points, write the question, and then come up with the wrong answer choices. Now, since I just have the AI generate the questions and then review them, the process has been cut down to about 2 to 3 minutes.

It has been well-received by the team members who actually create quizzes on-site, with many saying, “This is a huge help.” We’re truly delighted that the burden of creating quizzes has been significantly reduced.

You can do exactly what you want right on the screen

Please tell me about the ease of use of learningBOX.

It allows you to bring the training delivery model you’ve envisioned—exactly as you want it—to life. Who should be assigned what, and how should they submit their work? If you’ve mapped out the entire process in your mind, you can implement it almost exactly as planned within the system.

Since moving content and linking it to specific users is intuitive, even members who aren’t familiar with the system can use it without any problems. This is a huge help when rolling out the system in the field. (Management roles）（Assign Content 

Could you please tell us again what was the deciding factor in your selection?

We were considering other services besides learningBOX, so we compared them. There were three main factors that influenced our decision. First was the ease of use of the content. Second was the availability of all the features necessary for training operations, such as test creation and report submission. And third was the ease of monitoring. In addition, the good balance between features and price was a major factor.

How would you rate our sales and support services?

I think it's really good. Especially during the trial period, the manual (How to Use) I often had to figure things out on my own while referring to the manual, but it was very easy to understand, so that was a big help.

Even so, whenever questions arose, the Customer Success team responded promptly. Whenever I asked, “I’d like to do this,” I received precise answers, so I never felt any stress regarding operations.

I see great value in the support system, not only during implementation but also because it allows us to continue using the system with confidence even after it goes live.

Establishing a robust training system led to a fundamental shift in our hiring strategy.

It’s been three years since the system was implemented. Could you tell us about any changes in its operation?

The operational burden has been significantly reduced. Previously, the process for uploading content was complicated, and I was the only one who could handle it.

The system is now more intuitive to use, and the time required for distribution and maintenance per piece of content has been reduced to less than one-third of what it used to be. Furthermore, more than 10 people—including not only HR staff but also on-site training coordinators and back-office members—are now able to handle operations, eliminating the situation where “if I don’t do it, everything comes to a halt.”

What changes have there been in terms of operations?

Employees who actively watch videos are actually seeing tangible results. We have an employee who watches about 1,200 videos a year, and that employee consistently ranks among the top performers in the company. I feel there is a clear correlation between the amount of learning and the results achieved.

What has been the biggest change resulting from the implementation?

"The range of candidates we can hire has expanded." Previously, we had limited our hiring almost exclusively to people with industry experience or those from the social welfare sector. I think the truth is that, because training was so dependent on individual instructors, the organization simply didn’t have the capacity to fully develop employees with no prior experience.

However, by systematically organizing our video training and establishing a system that links viewing activity with evaluations, we have created an environment where even those with no prior experience can learn effectively.

We are now able to recruit and develop talent from diverse industries, such as mobile phone sales and wedding planning. An increasing number of people are joining our company because they share our philosophy as an “impact company”—one that “combines significant social impact with profitability.”

As a result, we have achieved stability in our talent acquisition and are now able to develop a strategy to continuously increase the number of employees who can contribute to solving social issues. I feel that establishing a robust training system has led to a fundamental shift in our recruitment strategy itself.

Further Growth by Leveraging Our Video Training Infrastructure

Please share your outlook for the future.

We plan to leverage learningBOX to further improve our productivity and business performance going forward. Building on the video training system we have developed so far and the initiatives we have implemented in conjunction with our performance evaluation system, we intend to expand our use of AI even further.

A system that allows you to achieve a wide range of your goals

Finally, please share a message for those considering implementation.

Recently, it has become possible to use AI to create content such as video training courses. As a result, I feel that we can accomplish just about everything we want to do with the content we create—from managing distribution and tracking viewership to submitting post-viewing reports and generating AI-generated quizzes.

Considering all the features it offers, I think the price is very reasonable.

Thank you very much for your valuable insights!