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Tata Interactive Systems (TIS), a global leader in e-learning, has completed a compliance-based e-learning project for flight attendants working for the Australia-based airline Qantas. The program – based around an interactive game where learners collect ‘frequent learner points’ which can be redeemed for prizes – is not only proving highly popular with the learners but is also helping Qantas to meet its compliance obligations under both national and international law.
Patric Moberger, manager of customer service training and development (CSTD) for Qantas Airways©, in Sydney, Australia, explained: “The airline industry is heavily regulated by national and international governments. To comply with these regulations, Qantas Airlines need to ensure that all flight attendants are trained in the so-called ‘standard operating procedures’ – including safety and service processes.”
Moberger added that Qantas CSTD needed to design a training program that could be delivered to all flight attendants on an annual basis via Qantas’ Online learning management system – Qantas College Online.
“Since our existing flight attendants were already competent in their jobs, we saw an opportunity of doing something different, with a ‘question and answer’ type of program that was fun, interactive and highly competitive,” he said.
“Our challenge was for the program to keep the learner's attention for a maximum of 30 minutes - since the module is attached to an already existing face-to-face program and that was all the time we had available for it.”
Initially, Qantas designed a board game that looks similar to ‘Monopoly’. Questions answered correctly help the learner to collect points that can be used as ‘frequent learner points’ – and these can be redeemed for business-related prizes.
“We didn't have facilitators available to deliver the program, so we thought of translating this game into an online program,” Moberger explained. “So we asked Tata Interactive Systems (TIS) for support, since they previously had helped us with a product/process program for our domestic flight attendants.
”TIS’s response was quick and efficient. They understood our needs to produce an accurate and interactive learning program that motivated learners to learn,” he said.
“They were also aware of the importance of delivering the program to tight deadlines because this was a compliance program. Not once during the whole scoping-designing-signoff-and delivery process did they push back on our ideas.
“TIS staff demonstrated a professional and highly responsive attitude throughout the project and TIS project managers kept us informed of progress weekly,” he continued. “We did not experience any problems over the geographical distances involved – with the program being developed mainly in India for delivery in Australia.”
Moberger added that the program was delivered on time and to great acclaim - both for end-users and for the project team.
”Even though this wasn't within the scope of the project, TIS offered us on-going help and support after the implementation date - and I know that I can call TIS anytime if I need some support from a technical point of view,” Moberger stated. “This is exceptionally re-assuring for a non-technical manager like me.”
About Qantas Airways©
Qantas was founded in the Queensland outback in 1920. Registered originally as the Queensland and Northern Territory Aerial Services Limited (QANTAS), it has built a reputation for excellence in safety, operational reliability, engineering and maintenance, and customer service.
Today, Qantas is widely regarded as the world's leading long distance airline and one of the strongest brands in Australia. It also operates subsidiary businesses including other airlines, and businesses in specialist markets such as Qantas Holidays and Qantas Flight Catering.
About Tata Interactive Systems (TIS)
Tata Interactive Systems (TIS) is a global pioneer in e-learning. A part of the £7bn Tata Group – one of the largest and most trusted business conglomerates in India, TIS has 15 years of experience in designing and developing innovative and cutting-edge e-learning solutions.
TIS employs a global team of 850 multi-disciplinary specialists – a unique mix of project managers, software engineers, instructional designers, content developers, visual designers and animators. Its service bouquet includes Simulations, Systems Training, New Hire Training, Business Processes and Skills Training, Regulatory and Compliance Training, Sales and Customer Service Training, Adaptive Assessments, Story-based Learning Objects and EPSS. Powered by creative talent, sound processes and technological excellence, TIS has developed over 950 e-learning solutions for more than 300 clients – including 50 Fortune 500 companies – across the UK, Europe, US, Australia and Asia. Its client roster includes leading corporations, renowned educational institutions and government bodies such as British Airways, BECTA, Citibank, Colgate-Palmolive, ExxonMobil, GlaxoSmithKline, HP, McGraw-Hill, NHS, ntl, Orange, Pearson Education, Qwest, Royal Mail, Swiss Re, UNICEF, University of Phoenix, University of Maryland and Vodafone.
Apart from holding ISO 9001 and BS7799 certification, TIS is the only e-learning organisation in the world to be assessed at Level 5 in both the SEI CMM and P-CMM frameworks. TIS’s quest for excellence is reflected in 22 prestigious industry awards, including BETT 2004 Best Product Award, Brandon Hall Excellence in Learning Award 2004, APEX 2004 Award of Excellence and three nominations for the prestigious WOLCE Awards.
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