- Things are changing fast in corporate training.
And much eLearning has fallen into the traditional mode.
Now I want to step up a traditional eLearning course
that will digitize to some degree.
The audience is Project Managers
who work for a large construction company
who builds semi-custom homes.
The Project Managers are not new hires though.
They are existing Project Managers
whose on the job experience ranges
from two months to several years.
Over the last several quarters,
there's been an increase in the number of canceled projects,
and at the same time,
customer satisfaction scores have been declining.
The people analyzing this situation believe
that how the Project Managers have been handling
change orders is to blame.
A change order is created by the Project Manager
when the customer wants to change
some part of the original design.
Some change orders are easy to accommodate,
some are possible,
but expensive for the customer,
and some are impossible to accommodate
under the original contract.
It's not uncommon for the customer
to become upset over a change order.
If they become really upset,
they may pull out of the project all together.
The company's response to the problem
has been a lengthy 40 minute eLearning module on,
you guessed it, change orders.
The first part of the module explains
what a change order is,
and the customer requests that require one.
Also, the importance of handling the change order correctly,
that they are emotional for customers,
and can lead to a customer canceling.
The second part of the module is all about processing
the change order in the customer relationship software.
There's a listing of the documentation required,
and a step-by-step screen recording
of how to actually submit a change order in the software.
The last part explains how to communicate
with a customer about a change order.
There's an overview of the email templates available,
which include all the key points a Project Manager
needs to communicate to the customer.
Best practices for deescalating a customer are also given.
And to practice that skill,
the learner works through a number
of scenario type activities.
So there's the example.
As you work through the questions coming your way,
remember you don't have to toss out
all of the eLearning module,
it's really just a matter of digitizing
what makes the most sense to digitize.