CASE STUDY

DESIGNING AND DELIVERING L&D PROGRAMMES

The Xtra Bank employs 500 staff around the country. It has ongoing recruitment as it replaces staff and has expanded operations in a number of divisions, notably their on-line business sections.

The bank has a focus on quality in the organization and wants to ensure that their customer services are at the forefront of the market as they see it as a source of competitive advantage for them. The company believes that the staff in the organization, are key to the future success of the company and are committed to investing in their development.

The bank recognizes the importance of orientating staff properly into the company. They also believe that every person in the company should know the business of the company, what they do and what they sell.

The recruitment of staff is envisioned to be 80 staff over the next year. This ranges across a number of departments and levels including senior managers, junior admin staff, sales people and IT programmers etc. To date the organisation has used traditional classroom based training as the format for delivering orientation. However, with the challenges presented by Covid-19 they had to shift completely to on-line learning/e-learning. As restrictions are easing and people are returning to the office, they are now considering what will be the best approach to use going forward for orientation for those starting work in the organisation.

They want to promote an inclusive learning culture to ensure that all employees are fully developed and competent for their roles on an ongoing basis and therefore require an inclusive development strategy starting with orientation that encourages people to focus on learning as part of everyday work.

Key topics to be covered as part of the Orientation Programme:

Company History and Vision

Product Knowledge

Customer Service

Culture and continuous improvement

Development and Career Planning

Discuss how you would develop an inclusive learning strategy and what recommendations you would make to ensure effective learning for new starts in the organisation.

In your answer address the points below:

• Critically evaluate the different approaches that could be used to deliver development for the new starts and make recommendations
• Discuss what you would consider on the design and evaluation of the specific learning and development interventions, including a blended learning approach for them.
• Also consider career development for the new starts and processes for them to support their careers going forward
• Critically evaluate the potential benefits of organisational learning (learning organisation) for this organisation as an approach to ongoing learning and developing a learning culture
• Implications for wider HR Policies and the wider responsibilities for L&D