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Case Studies

Housing Associations

Situation
Housing Associations are coming under pressure from the Housing Regulator as to the level of knowledge, understanding and expertise of committee members in the key areas of Governance, Finance, Asset Management and Housing Services.

Task
To develop an interactive learning tool that covered all four key areas, was educational, enjoyable and enlightening and could be delivered in under three hours.

Action
Designed FACTOTUM, a board game played by committee and staff in Housing Associations to test, increase and accumulate knowledge on all four subjects through a team game played over a two-hour period that helps people learn in a non-threatening manner.

Result
Board game was launched in 2010 and has been embraced by hundreds of staff and committee members with several Associations playing it more than once. People are astounded by how much they know and how much they learn during the session. Probably the best learning tool for Housing Associations – ever!

 

The Nuclear Industry

Situation
EDF Nuclear Power Academy was setting up a Leadership Programme and wanted to incorporate a day that would open delegates’ eyes to how they could influence their station’s financial performance. However, they were clear that they didn’t want 260 PowerPoint slides which would bore the delegates rigid.

Task
To design and then deliver a training session that was a hands-on business simulation day. The day would have to give them an insight into finance in the nuclear business and, at the same time, be easily understood and applicable to every member of staff from security guard to plant manager. The day had to challenge the delegates to make finance-based decisions and, in accordance with those decisions, to produce a profit and loss account. This would ultimately give them a detailed insight into the major elements of generation, income and costs in their business.

Action
Class 1 Consultants undertook 2 months of working with both finance and operations divisions to understand the business model and then design the key activities to support learning and understanding. The playing surface of the board game was tailored to the nuclear industry. The game pieces that moved around the board were all recognisable to the delegates as being directly from a power station. The game cards were unique to situations both internal and external that have an impact on the profitable running of a power station.

Result
Class 1 Consultants launched Core Values in 2011. This business simulation game has been a massive success with over 1,700 people benefitting from the inimitable design and delivery of a subject that can often be perceived as being dry and uninteresting. EDF Energy is a huge supporter of the format and financial enlightenment that it provides and has recently introduced it to France and other parts of their business.

 

The Oil and Gas Industry

Situation
Subsea 7 in Aberdeen had tried for several years to introduce a training programme that would meet the needs of staff who either needed to know or wanted to know more about the financial workings of their industry in order to improve project profits and identify areas of financial risk.

Task
The task was firstly to take an extremely complex business and make it understandable to an audience consisting primarily of engineers. It was necessary to strip back the accountancy terminology, conventions and practices and lay bare the numbers in a way that could be clearly understood. Class 1 Consultants needed to make the learning engaging and relevant for all delegates as well as making the key financial facts memorable.

Action
Class 1 Consultants spent invaluable time with a senior member of their finance team to make the interactive learning tool appealing, accurate and engaging. We tailored the business game to reflect, mirror and simulate a year in the life of a business engaged in working in the oil industry. Each game card and activity is precisely what would and could happen in this business, giving the delegates the experience necessary to make better judgements.

Result
Pro£itable Pursuits has become the industry leader in providing first class learning and development in the field of commercial awareness.

As a result of this business simulation, participants gain:

  •   A sound understanding of the Profit and Loss account
  •   Business understanding and the role they can play
  •   Commercial awareness of the impact of prices, volumes and costs
  •   Ideas for improvement opportunities within their own areas

 

 

Case Studies – Coaching

Situation
A major salmon fish farm in Scotland needed a delegate from their company to go to Chile and do a presentation that would convince the Chilean authorities and governing bodies that Scotland was a safe and responsible supplier of stock for their own farms. The individual chosen had a pathological fear of speaking in public. The first of the three coaching sessions ended with an extremely disappointing ten minute speech when the individual read every single word on the PowerPoint slide whilst facing the screen!

Task
Firstly, to collate persuasive evidence that would corroborate the claim that the fish farm was reputable, reliable and responsible but in an engaging and empathic style. Secondly, to coach the individual to deliver a first class, clear and compelling case in a convincing and credible manner.

Action
Class 1 Consultants engaged the individual to identify the real “true stories” that would convince each person who listened to the story of the duty of care carried out on a daily basis to ensure the safety and sanctity of the core product. These stories came naturally from the individual over lunch when all they thought they were doing was describing their job. Class 1 Consultants encouraged and coached the individual to relay these stories to the audience and tell it from the heart.

Result
The individual delivered a forty-two minute speech (pitch perfect!) with three PowerPoint slides and no notes. Scotland now supplies salmon to be farmed in Chile.

 

Case Studies – Call Quality Monitoring

Situation
A local authority in Scotland had a small contact centre that had appointed its first contact centre manager. The manager had come from a larger local authority that had invested heavily in training and had benefitted from the subsequent results. The newly appointed manager knew that the level of service, staff attitude, behaviour and responsibility towards its customers was shockingly poor and wanted to make maximum impact as quickly as possible.

Task
To improve attitude and behaviour, to increase call handlers’ level of responsibility and authority, to improve service in general and to keep staff on board and even boost morale. This was to be achieved within a maximum of three months in a contact centre where every call counted and staff training days were not part of the way of life!

Action
Initially Class 1 Consultants introduced short training sessions on Customer Care and Telephone Techniques to small groups over two-hour periods. Then we talked the staff through the Call Quality Monitoring and Customer Satisfaction Score programme which gave them a chance to understand and become familiar with the aims and objectives of such a programme. We sat with the call handlers and listened in to their calls and let them score themselves. We then provided feedback on what they could have done better to improve their score.

Result
This contact centre now rates as one of the very best in the entire country. Call Quality Monitoring and Customer Satisfaction is embedded in this contact centre and staff attitude, behaviour and responsibility is second to none. The customer satisfaction levels for this contact centre far exceed others who should be providing a first class service (but are not) and the turnover of staff is minimal.