ASSESSING THE IMPACT OF AN
Date
2011-05-10
Authors
Kromberg, Jacqueline Clair
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Abstract
Efficiencies and improved bottom lines in companies depend on better and faster ways of
training staff and disseminating information. Central to this concept is a well organised,
monitored and cost effective electronic learning (e-learning) programme.
The purpose of this study is to determine if an e-learning programme can provide the
knowledge needed in the call centre of a telecommunications company to improve
productivity and can reduce the cost and time taken to learn.
The research population (90 subjects) consisted of three different groups: those who
learnt in a classroom setting; those who learnt through pure electronic means at their
work stations; and those who learnt through a blended approach, by means of electronic
learning which was facilitated in the classroom by trainers. Subjects in each group were
given information on a product (product M) to learn and then assessed on their product
knowledge, and the time taken in learning was noted. Cost to the company was
investigated.
A fourth group of subjects consisted of supervisors (9) who had experienced the effects
of all three types of learning outcomes in the workplace and they completed a
questionnaire on their observations on these outcomes.
The main findings of this research were that the e-learning programme blended approach
methodology is the most effective of the three methods when comparing the variables of
knowledge acquisition and time taken to learn. The cost of this method of learning was
similar to that of the pure e-learning methodology but much lower than that of classroom
learning. The findings suggest the e-learning programme, supported by trainers, was
effective and should be implemented for staff training purposes
Description
MBA - WBS
Keywords
Call centres, E-Learning, Electronic learning