Case Study

 

Strategic Plan and Training for a Large Insurer's Corporate Training Organization

 

The Challenge

The director of a corporate training department, responsible for technical, sales and sales support

education for 20,000 employees, faced a crisis on two fronts. Her employees were under extreme

strain from a heavy workload and internal stakeholders who were making unreasonable demands and treating her professional trainers as little more than order-takers. The credibility of the department

and the trainers was damaged when leaders selected ill-advised training programs that delivered

less than optimal results.

 

Compounding matters was the most recent of several corporate reorganizations that placed

previously independent, experienced trainers under the umbrella of the corporate training department. Natural tensions between national and local offices were exacerbated by the reorganization which left everyone, including the department’s training professionals, uncertain about their place in the 

organization.

 

Something in the training department had to change, and change quickly, to reduce the annual 40%

turnover rate in the department. Experienced staff applied for inter-company transfers or left the

company for less hectic, more predictable surroundings.

 

How We Helped

 

After talking extensively with the training director it became clear to us that the department needed

its own strategic plan to provide direction and structure. There was an immediate need to change the general perception of training employees as order-takers. We knew that if the corporate training game

were to be changed, the training people had to change the way they played the game.

 

The first order of business was crafting a strategic plan for the department that aligned with the

organization’s growth strategy. A Vision was crafted that painted a picture of what the department 

would look like when it matured into the enterprise-wide provider of all training solutions for product management, sales and sales support.

 

A Mission Statement was then crafted that outlined what the department would do for its internal

clients, training department employees and vendors.

 

Strategic objectives were developed for the next year that would direct all activities toward fulfillment

of major initiatives set forth by the area President and the department manager.

 

Once the department’s strategic plan was finalized, a one-day, skills development workshop was

scheduled for all department employees. The objective of the workshop was to provide department

trainers with a consistent process and tools for all internal engagements.

 

Results

 

A successful solution required a change in the mindset of the training professionals. The results

were immediate and dramatic. The group of trainers within the department who were targeted as

prime beneficiaries of the new system adopted the concepts, process and the tools. Although

the department’s workload remained high, employees reported much less stress, requests for

personal-time-off days and mental health absences declined dramatically, and employee turnover

in the department has been reduced by 90%.

 

The new process and tools provided trainers with a template, skill set and confidence to manage

stakeholder engagements vs. simply taking orders. Trainers now take a proactive approach to

preparing for all meetings. They use a discovery process during interactions to uncover the real

needs underlying training requests. Solutions are then offered that the trainers are confident will

produce the results leaders need.

 

The training department director reports a fundamental change in the mindset of her trainers. Now

confident, and using a system to manage client engagements, the trainers have established much

better relationships and enjoy much greater credibility at the executive level in key departments.

They now meet regularly to craft training solutions with previously inaccessible leaders of the

company’s national markets. The trainers are now perceived by these leaders as solution providers

and trusted consultants who possess unique knowledge and a broad business perspective.