Case study

Cable & Wireless: Stages and Gates

The challenge

You have a robust project management process and more than a thousand project managers around the globe. How do you give these people the support and guidance they need in following the project management process - and do it cost-effectively? This was the challenge that faced telecommunications giant Cable & Wireless.

To further complicate matters, the process had been adapted by the different work divisions within Cable & Wireless, which produced a variety of tailored versions. One area in particular, Product Development, had adapted the process to fit their requirements which resulted in the Product Development Process.

So - not only did the proposed programme have to succeed in making this by definition somewhat dry subject matter lively and appealing, it also had to cater for, not one, but two target audiences.

In response to this challenge, the company commissioned Epic to design and deliver Stages and Gates, a high-quality, six-hour e-learning programme.

The Solution

Content for the original three-day residential course that had previously been used to meet this training need had been adapted from The Project Workout by project management guru Bob Buttrick. This, together with Subject Matter Expert (SME) input from within Cable & Wireless, formed the basic content of the new programme. A highly specialised, dedicated team was put together to work closely with Epic's design and development specialists.

Focus groups established attitudes to the process and the conditions and constraints that Project Managers faced on the ground. These groups helped to distinguish the points of similarity and difference across the
sub-audiences. They also unearthed certain myths that had arisen about the process, which clearly need exploding.

Enter Myth-buster man!

In designing the e-learning programme, Epic employed a number of creative devices to engage the learners and bring the material to life, including this superhero character - who literally smashes misconceptions about the process.

Key Challenges used a humorous 'Mission Impossible' theme to offer hints and tips on overcoming recurring difficulties faced by the target audience. Comic-strip style Case Studies took a light-hearted look at some of the consequences of not following the process - and, more seriously, Project Story gave best practice examples.

The overall structure of the programme was designed to map to the process itself, and used a modular, learning object approach. The learning experience was broadly similar for both the identified sub-audiences, branching into parallel routes where points of divergence emerged.

Delivery was via the company's Docent Learning Management (LMS) and offered numerous user-chosen options to enable flexible access. For instance, the learner could disable audio to accommodate lower bandwidth if they needed to access the programme from home or in a quiet area, or needed to access the material in smaller 'chunks' for just-in-time learning. In addition, the course was provided in an accessible HTML version that enabled users with sensory or motor impairment to benefit from the learning.

Outcomes

The two teams worked very closely together throughout, in what emerged to be a true partnership. "The Cable & Wireless team has been an excellent client to work with," remarked Epic's Kathryn Fleet; "It's down to their open-mindedness and complete co-operation that the programme is as engaging and stimulating as it is".

Billy Ward, who works in the Cable & Wireless e-learning strategy team, commented that: "Working with Epic gives you a 'comfort blanket'. You know the project will go well and therefore you can focus on other areas of business. Epic's pedigree within the e-learning industry is extremely reassuring."

Early responses to the new launch were extremely positive, and Myth-buster man had clearly gone straight to the project managers' hearts. "I was surprised at how professionally put together it was," remarked an early trialist. "The course was much better than I was expecting!"

There's already demand for more: "Can this be localised? We need this in Japan..!"