Business and IT training courses from QA

Prudential

When Prudential Global Data Services wanted to introduce Microsoft Office 2010 and Outlook across its UK user base, it chose QA to support the migration with a blended learning solution that ranged from introductory eLearning for regular users to targeted classroom sessions for service desk staff.

The Challenge

Prudential wanted to move towards a global desktop environment to support its business. The aim was to drive efficiencies through the use of a standard suite of software applications, including Microsoft Office 2010 and Outlook.

As the business unit responsible for the group’s infrastructure, Prudential Global Data Services (PGDS) wanted to introduce the desktop ahead of the global rollout to showcase the advantages of the upgrade to other parts of the Prudential Group.

With a legacy of Office 2003 with Lotus Notes, PGDS needed a flexible learning solution that would meet the needs of its regular users as well as service desk staff and accommodate a number of users in business-critical positions, where there was a need to keep disruption to a minimum.

We wanted to get our people onto Office 2010 with Outlook and encourage other business units to see the benefits of this particular upgrade.

Jacqui Charles-Jones

Learning and Development Consultant | PGDS

The Solution

QA worked with PGDS to define a range of learning resources and initiatives that were launched in advance of the software rollout to ensure everyone was 100% ready for the new tools and functionality.

As PDGD’s entire workforce was moving to Outlook from Lotus Notes, QA created a dedicated learning resource to introduce regular users to the fundamentals of this entirely new software. This took the form of a short tutorial video in which one of QA’s Business Applications Consultants guided the viewer through the key features of Outlook and where they can be found.

To minimize disruption and offer maximum flexibility in terms of both logistics and time, QA offered Microsoft-approved eLearning to give regular users an understanding of the new features of the upgraded Office software. This was styled using the PGDS branding and colour-scheme and lasted 35 minutes. Hosted on PGDS’s online Learning Management System (LMS), users could access the eLearning at their own convenience and revisit it as often as necessary.

These learning resources were supplemented by user guides also hosted on PGDS’s LMS which provided a quick-reference resource for specific queries or troubleshooting.

To provide service desk staff with a more thorough understanding of the software necessary to provide user support, QA delivered a half-day, classroom-based introduction to the new features of the software. This session walked service desk staff through the general features of each of the Office 2010 applications and Outlook, focusing particularly on the applications relevant to the responsibilities of those attending each event. A question and answer session closed each event.

Prudential

Prudential plc is an international financial services group with significant operations in Asia, the US and the UK. It serves over 25 million customers and is one of the best capitalised insurers in the world.

PGDS is the Prudential Group’s global IT organisation providing 24-hour infrastructure support to its international businesses.

www.pru.co.uk

The Outcome

Since its launch, the blended learning solution has:

  • Made eLearning and additional learning resources available to circa 300 users via PGDS’s internal LMS
  • Delivered half-day classroom training to 20 service desk staff

Alongside the support provided by the service desk, the eLearning and additional learning resources available on PGDS’s LMS have been valuable reference and troubleshooting tools, providing consistent, ongoing support to PGDS’s users across a range of functions nationwide.

I found the different options available for the training very useful. This very flexible approach is why we went with QA. I found QA competitive when compared to other providers and they also offered great flexibility which along with their proven track record gave me confidence in their reliability to deliver to our needs.

Jacqui Charles-Jones

Learning and Development Consultant | PGDS

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