Case Study:
Change Management
Situation
Avadi Leaders was brought in to find faster ways to create learning for content reviewers around the globe. The challenges included:
Frequently updated policies that needed to be reflected in
the training materials in under one month.Teams spread across the globe and work in many different languages and cultures.
Our responsibility was to ensure human reviewers had the knowledge and skills to make difficult judgment calls.
Approach
In partnership with the Global Operations Learning Organization, we reviewed data and interviewed stakeholders at all levels to identify the technology stack and workflows creating current constraints. Then, we reimagined a different way of working that could better achieve our goals.
Solution
We recommended a solution that would require a big commitment and investment. The changes we proposed would impact Technology, People, and Processes, so helping Senior Leaders see the benefits was critical to our success. Once the solutions were approved and funded, we created and executed a Change Management Plan.
Technology
Together, we identified a Learning Content Management System that could shorten the time from policy change to updated training materials.
Process
Adopting these tools required a new way of building learning assets, and we needed to incentivize people to adopt them. Content creation and review processes were also streamlined.
People
We trained people on the new tools and methodologies and communicated proactively so people had time to prepare for the change. We influenced cross-functional partners to try more streamlined approval processes, and we worked with vendors to provide the technology we needed.
Within 12 months, implementation began.
Outcome
Now, reviewers have the information they need, as well as when and where they need it to make decisions to remove violating content. The three metrics we tracked most closely were accuracy, confidence, and efficiency. While the exact numbers are private, we recorded the following trends.
The accuracy of reviewers is higher as they have up-to-date policy information with culturally relevant examples available within the flow of their work.
Policy updates are reflected in training materials in a timely fashion.
These combine to give reviewers more confidence in their ability to do their job well.
