BT

How QA helped BT to take and support unified communications in the marketplace

The challenge

When BT and Microsoft signed a high level alliance to drive new Microsoft technologies into the marketplace, Unified Communications was the first key component of this strategy. To make this proposition a reality BT needed a training partner to enable their staff to understand the unified communications strategy that BT envisages as being a key driver for growth over the coming years.

The proposition from BT draws on their vast experience in the communications marketplace. It was therefore vital that the training addressed the technical message from Microsoft, Cisco, and Nortel, as well as the overall specialist BT solution offering.

BT set themselves stringent targets in the unified Communications space with a plan to start marketing and delivery from Jan 2007. The training had to map to BT’s implementation plan with phased deliveries to the Lead Generation teams through to Service Delivery teams.

The solution

The solution was developed by taking the proposition and working back to all the training steps needed for BT to take and support unified communications in the marketplace. Training was planned around three key projects which underpin this programme:

• MICROSOFT CORE TECHNOLOGIES. Exchange 2007, Live Communication Server 2005, SharePoint 2007, Live Meeting and Active Directory. Technology would be deployed to clients using Microsoft Business Desktop Deployment (BDD) and Microsoft System Management Server (SMS) and training had to also encompass this. This led to the Microsoft Technical Specialist certification (MCTS)
• UNIFIED COMMUNICATIONS. This was a more generic overview of BT’s proposition around Unified Communications from the three major vendors – Microsoft, Cisco and Nortel.
• “YOUR OFFICE ANYWHERE”. Windows Mobile 5.0, Exchange 2003, Office Communicator, Small Business Server

A key element of the training programme was to have measurable outcomes including a BT Accreditation Programme. QA implemented a programme that aligned to the Kirkpatrick learning evaluation model. To facilitate this rigorous evaluation, QA deployed two tools to ensure coverage and compliance:

• An on-line web based tool was implemented to assess delegates. This was used at the beginning and end of the courses to measure proof of learning. The tool was used again three months later to measure knowledge retention and barriers to implementation. To measure Return on Investment (ROI), the tool was also used for staff to profile three opportunities that their managers could follow-up.
• Metrics that Matter was used to capture delegate feedback on all other elements of the training provided.

To enable delegates to be trained and accredited, QA developed bespoke Instructor Led Training courses. Further support for delegates was provided in the form of computer based “Knowledge Nuggets”. These were developed to provide on demand training as a revision aid before taking the BT accreditation, and as a refresher before consultants go on client site visits.

To date nearly 900 people have been trained with a total of around 2,000 by time the programme is complete. The training has proved to be a real success with an 89% pass rate in the BT certification. Feedback on the training programme has shown that more than 96% of delegates have rated the courses as good, very good or excellent.

According to Ian Brennan, a BT Microsoft Solutions Consultant, “QA has far exceeded our expectations with their training solution and delivery. They have used some very innovative approaches including Knowledge Nuggets and the method and tools for measuring ROI. They have delivered exactly what they said they would – on time and to budget, and this has really allowed BT to make the most of this major unified communications initiative. It has ensured buy-in from all those going through the programme.”