Case study
B&Q: SAP Ordering System
The problem
B&Q were implementing a new SAP-based customer ordering system
with an HTML front-end interface, and needed to train Supercentre
and Warehouse staff in its use.
E-Learning was considered as the preferred option, since speed
was of the essence in rolling out the training to 300+ sites. Traditional
methods would have taken too long, and new staff coming on board
who might have missed the training would have been unable to work
with the new system. A key factor in the project was providing a
usable and well-designed interface that would engage the highly
varied target audience. B&Q has an extremely diverse workforce covering
all age groups from 18 years upwards. Staff are from varied cultural
backgrounds, with an equal mix of male and female staff. The company
is committed to its equal access and equal rights policies meaning
that the training should also conform to accessibility guidelines.
The solution
Epic was appointed for the project and set about working with B&Q
to define an online programme to teach the key functions of the
system to new and existing users. Sales staff were to be trained
on location at B&Q outlets, using existing training PCs, provided
as part of a previous Epic programme.
The programme that Epic designed consisted of approximately three
hours of training, using their tried and tested 'Show Me, Try It,
Test Me' methodology. This creates a supportive learning environment
that allows the user to focus on completing scenario-led processes.
Each scenario starts with a screen containing scenario information
and a menu allowing the learner to select which of a variety of
learning modes they wish to use. Support text encourages the learner
to move through the 'Show Me' sequence first, followed by the 'Try
It' section and ending with the 'Test Me' section.
Delivery method was by CD-ROM to enable high production value multi-media
interface. However, 'Test Me' results were tracked through B&Q's
learning management system (Docent) using a web-based methodology.
Outcomes
B&Q to date have logged just under 6,000 users completing one of
the two modules in less than 3 months since launch, enabling a much
smoother transition to the new system than would otherwise have
been the case.
This approach has more than halved the training time that would
have been required if done via the classroom, distilling a day's
classroom training into 3 hours and substantially reducing staff
time spent away from the job.
Project Leader of HR systems at B&Q, said: 'We are extremely happy
with the response Epic made to our brief, and the service we received
during all stages of development and deployment of the project.
Initial indicators show a highly positive step forward in our adoption
of e-learning as an organisation.'
Steve Rayson
April 2001
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