Hudson delivers long-term instructional design and performance support
The Customer Service and Logistics (CS&L) function within a large food manufacturing organization was undergoing globalization, which created ongoing challenges to deliver effective training to a global audience. Training was being designed and written by field experts who, while well-versed in both the systems and business processes, lacked an understanding of how to organize, write, and present content. With extreme demands for their time and the need to focus on implementation and support activities, these subject matter experts struggled to meet the training needs of the organization.
Absent a centralized training function, CS&L leadership sought the help of external experts to remedy the situation, improve performance, and help drive the organization forward.
Hudson IT Solution
Hudson recognized that rapid expansion of this company's global training audiences required a dedicated team to address performance gaps, create new training solutions, and provide ongoing support for strategic initiatives.
To define terms of the engagement, a partnership was established between Hudson and the Fortune 100 client. The alliance established a long-term, on-site core team that was sourced, screened, identified, staffed and managed by Hudson.
The new learning function consisted of seven long-term Hudson Consultants, most with Master's degrees. Specific roles within the core team included:
- Senior Instructional Design Project Manager
- Project Leader/Instructional Designer
- 3 Instructional Designer/Developers
- Graphic Artist/Web Designer
- Technical Developer
At the strategic level, Hudson consultants ensured alignment of department activities and focus on the right things at the right time by partnering with senior management and functional managers. Hudson Project Managers facilitated quarterly forums to identify priorities and challenges and to establish both a budget and a plan for delivering on the needs of the CS&L function. Hudson Project Managers then established goals aligned with strategic initiatives, secured agreement on priorities, and obtained commitment for projects.
At the tactical level, the consultant team responded to ongoing project requests, support activities, and maintenance needs. Instructional design and development was the core competency of the group, but influence extended into the areas of logo design, promotional materials, and classroom facilitation. Hudson Consultants collaborated with internal and external clients, establishing far-reaching relationships, cultivating productivity, and driving performance.
Following learning and performance support best practices, Hudson consultants developed 100+ eLearning courses, 70+ blended and instructor-led training courses, as well as numerous web-based database solutions, system documentation for upwards of 20 systems, and print and web-based promotional materials.
The Hudson consultant team fulfilled all global field training and development responsibilities while also assisting in the professional development of headquarter employees. The group propelled the organization forward by orchestrating long-range training strategies, creating highly technical and cutting-edge performance solutions, and defining and closing performance gaps.
Beyond the original scope of the agreement, the Hudson team established evaluation metrics and was wholly responsible for implementing a large-scale measurement and evaluation database. This database became instrumental in increasing training visibility and was directly responsible for increased metrics and reporting. Reduced maintenance was also identified as a key performance indicator. By developing new models allowing for client control of content and streamlined processes for updating materials, Hudson consultants realized a 32% decrease in maintenance activities over a three year period.
Under the client's strategic direction, and following a partnership business model, the Hudson team was continually recognized for improving performance, increasing employee competencies, and addressing performance needs.