Running head: FINAL CASE STUDY, EDCI Addressing a Training Gap. Final Case Study. Anna Siracusa. Purdue University

Transcription

1 Running head: FINAL CASE STUDY, EDCI531 1 Addressing a Training Gap Final Case Study Anna Siracusa Purdue University

2 FINAL CASE STUDY, EDCI531 2 Introduction I tried all three options and this is the one I kept coming back to. When I say this, I mean the scenario that I utilized for each of the case studies during this class. I decided to choose option three and create a course outline and lesson material that utilizes the different instructional theories. This is something that I will eventually bring to life for our employees at a very important time. We recently learned that we just acquired primary status with this account and our team will have to administer effective training with the implementation of the new contract and ensure proper handling procedures. The Scenario Not only was it was recently determined that there is a gap in training related to the handling of insurance replacement accounts at the branch level, Hertz has gained a new contract that must implemented properly. A new training program must be created to accommodate the terms of the new contract. There is currently only a brief introduction to working with the insurance replacement in new-hire training but no follow-up or additional training is in place. Last year, a site to serve as performance support was created to house all information related to insurance replacement accounts. It was created by the sales department and directed to anyone who serves those accounts both in sales and operations. Its main purpose is to be a one-stopshop for handling procedures for each individual account, the learning resources that are currently available and anything that helps support the performance of those in the field. This new training will be placed on this site and will be mandatory. Instructional Strategy Since this particular training module will be specific to State Farm, it must be embedded on the State Farm account page on its own page that offers additional information and directions

3 FINAL CASE STUDY, EDCI531 3 that support the new training. Follow-up training exercises can also be placed here such as PowerPoint self-tests, fact sheets, a reference page that lists the main rules of engagement, etc. Employee completion rates will be tracked until all affected employees have completed the training. A completion form will be required once complete and the moderator will confirm this before the learner will be issued a certificate of completion. For the training to be considered complete, the learner will need to complete three primary activities: 1. Successfully progress through the model readings and activities. 2. Complete and pass each assessment during the training. 3. Submit at least one best practice, customer service success story to the designated forum. Learners will be able to recognize this training as important due the focus on State Farm since no other accounts will have specific training. The Rules of Engagement list the most important points of the proper handling procedures so the learner is able to effectively direct their focus on what is expected to be learned. The Rules of Engagement will be a central point of the learning module and the most important aspect in implementing the new contract effectively and successfully. Learners will have access to both online and printable resources one of which will be the Rules of Engagement: 1. State Farm growth depends on you. Treat all State Farm claimants, insureds, adjusters, employees and agents like royalty... they are the key to the insurance replacement kingdom. Accommodate State Farm and their customers and if you can t, call your Area Manager before you turn down a request OR a customer % of State Farm reservations are sent with no contact with an adjuster. When the other 2% have to be called on, it is extremely important to be courteous, professional, accommodating, patient and always remain open minded about their request or situation. Never say no! 3. Never turn down a customer without consulting with your Area Manager first. These are the State Farm Golden Rules of Engagement: Never tell a State Farm customer that they only have seven days authorized. Advise the customer State Farm will pay X dollar amount per day as long as your vehicle is being repaired. Additionally, do not

4 FINAL CASE STUDY, EDCI531 4 call the customer to advise them of rental expiration unless it is confirmed by OKC. Rent to a customer with no credit card that passes cash qualification. Accept verbal authorization from State Farm for customers with no EDI reservation in the system. Rent to customers with no EDI reservation. Set them up for one day of authorization and OKC will handle it from there. Rent to customers between the ages as long as they carry full coverage that transfers to the rental. Waive deposits for the appropriate customers, hassle free. The only exception to this is when the customer has anticipated rental charges these must be paid in advance. Offer hassle free up sell and damage waiver sales... if they don t want it, don t push it. Never call State Farm, contact the OKC RCU at The only time a location is permitted to contact State Farm directly is after hours or all efforts to reach someone in OKC have been expended and there is no other way to qualify the rental without direct bill approval. Respond to EDI reservations within 30 minutes and don t just leave a message follow up. Don t let the competition get your rental. State Farm sent it to Hertz for a reason. Call all State Farm customers within 24 hours of each rental to ensure that they had a quality experience. Show them how much we care and use this as an opportunity to address and resolve any issues or concerns. Document your follow up in HLES notes. Call on your State Farm agents regularly. They are a lot of times the first point of contact for State Farm customers after a loss and can influence where the customer rents. In many markets, over 50% of State Farm customers are in a Hertz rental before the claims centers have been notified of the claim. Visit your agents, it makes a difference! Learners will already have some level of experience and understanding of how insurance replacement rentals are handled thus this training will build upon existing knowledge. In this way, learners will be able to construct their own knowledge by relating the content to their own experiences with working with this account or compared to other accounts. However, there will be a professor available to assist learners in the acquisition of any new knowledge in the

5 FINAL CASE STUDY, EDCI531 5 training module. In Hertz jargon, the professor would be a COE or Center of Expertise who would be available to contact for help in understanding the handling procedures for State Farm. Since the constructivist model is student-centered, the student will have the ability to control their pace including going backwards in the training to review information that may need to be reinforced or refreshed. With online delivery, asynchronous learning will allow the learner access to materials as many times as they need with the ability to cherry pick sections or resources in order to comprehend the information. Self-assessments with immediate feedback will be implemented during the training process and a post-assessment will conclude the actual training. Ongoing feedback and interactivity once the training is complete will be in the form of a forum where questions can be asked and best practices can be shared among the many branches country-wide. It will be required that the learner complete at least one thread sharing a best practice, a customer service success, a challenge faced and handled, etc. Sample problems and situations in the form of an assessment will be presented to allow the learner to make determinations on the best resolution which will allow the material to become more meaningful to the learner. Learners will be asked to respond to questions in the assessments which allow learners to practice the concepts they are expected to learn and implement during their career. This will allow a stronger connection between what the learner s current understanding of insurance replacement in general is and the State Farm account. Self-assessments will be given during the training so the learner is able to check their understanding of the material and post-assessment opportunities will be available as well to reinforce what was learned. It can also serve as ongoing training or refreshers. Managers can use this as a tool when performance does not meet the expectations of the training.

6 FINAL CASE STUDY, EDCI531 6 Course Timing Since the branches are busy and time restrictions exist, learners and their managers will need to know how much time the training will take to complete. Since the module will be self-paced, the timing is approximate but a good guide for planning purposes. Time Topic 10 minutes Introduction to the objective and purpose of the training. 15 minutes Insurance Replacement 101 and Self-Assessment 15 minutes History with State Farm and Hertz 10 minutes New Contract and Self-Assessment 45 minutes Rules of Engagement, Scenario Practice and Self-Assessment 20 minutes Post-Assessment 15 minutes Description and directions for post-training activity. 10 minutes Conclusion and contact information when questions arise and help is needed. Main Performance Objective: Identify the new Rules of Engagement for the newly implemented State Farm contract. Objectives 1. Evaluate learning scenarios comparable to branch situations in dealing with State Farm customers. 2. Identify specific needs of the customer and their circumstances and apply the proper handling procedure. 3. Successfully resolve the customer scenario based on the new Rules of Engagement.

7 FINAL CASE STUDY, EDCI531 7 Learning Scenarios Content. The learner will be presented with several scenarios similar to actual situations that will need to be evaluated to determine how it will need to be handled and resolved for the best possible outcome. This will be presented on-screen as one scenario at a time before moving on to potential solutions. This will allow the learner to reflect on their own experiences as well as the newly learned terms and apply the best resolution. Example. A scenario is presented A State Farm customer enters your branch. You learn that the customer does not have a credit card or a debit card. He is being firm about not paying anything out of pocket since he has been unemployed for the past three months. Feedback. After the learner reflects on the scenario presents and how they should resolve it, they will move to the next screen to discover the options available, select one and receive instant feedback on their response. If their response was not the correct solution, they will be returned to the possible solutions with the option to return to the original scenario. Training Materials Rules of Engagement. Learners will be provided a training handout that lists the major points of the Rules of Engagement which is the center of this training module. It will be important for learners to have access to this document both online and also have the ability to print it as well. Online Resources. Learners will have ongoing access to the intranet site designated for State Farm learning including the interactive forum.