Learn @ Work case studies (2004): St. George Bank
Corporate Performance Centre - Human Resources
St. George has grown rapidly in recent years and now enjoys high levels of success in the market and significantly, in terms of customer satisfaction. The Bank recognises the importance of preparing its people to respond to the highly competitive and changing market in which it operates.
The Corporate Performance Centre (CPC) has replaced the older style Learning and Development function. The focus is on skill development in conjunction with workplace performance. The CPC has taken a leading role in innovative learning solutions at individual and business levels and has been transformed over the past 3.5 years from being a reactive unit catering for core basic technical skills to a proactive vibrant, essential Centre delivering services closely aligned to business needs and demands.
While fully supportive of traditional classroom approaches, the CPC uses blended learning solutions towards providing high quality ongoing learning support. These include e-learning, online collaboration and performance support tools.
All courses, regardless of media delivery type are managed through a customised Learning Management System, referred to in-house as e-luminate. The e-luminate system manages over 500 separate courses and provides for the launching of over 150 e-learning courses customised for the specific needs of St.George. In 2003, St.George won the "Best e-learning Strategy Award" at the Australian HR Magazine Awards.
To make sure that the learning programs are effective, the course components can be utilised as pre & post coursework. These require the participants to relate the learning experience to real life situations. In some courses, participants can communicate with the facilitators and mentors to discuss potential issues. Management Development courses like eMPOWER for Managers and Integrated Sales & Service (ISS) are just some of the programs that utilise these strategies for increased efficiency in learning and retention by the users.
Online Performance Support Tools are available to managers through a program known as 'Harvard ManageMentor'. This program provides various tools to help business managers prepare and tackle real life situations. Tools to help prepare for meetings, making presentations, effective management, interview skills, etc are some of the examples.
Real time reporting is provided through integration of the LMS (e-luminate) with HRXpress (employee self-service portal). This system keeps a record of the assessments and status of course completions for over 8000 employees. Managers can use this information to customise the learning requirements of their direct reports and track performance at all times.
The Corporate Performance Centre's strategic use of learning technology platforms and flexible modes of delivery has transformed the way learning and development is positioned as an integral business partner and trusted adviser at St. George.