Background

An Australian government agency with international reach was moving their organisation towards being a proactive organisation, using private sector best practice as a guide. The agency's people needed to adopt a 'solution selling' mindset when looking for international opportunities for their Australian clients. In essence, the agency wanted to work with its clients as an extension of their sales team.  

Driver

The relevant Minister committed in Parliament to make the necessary cultural, procedural and business process changes needed to achieve this goal by a specific date, which became unmovable. The agency needed an enhanced Relationship Management System that would support the cultural change required for the agency to achieve this goal.

What we did

TP3 was engaged to support the agency's staff when the new version of the Relationship Management System was launched. We designed, developed and delivered blended learning and on-the-job performance support to meet the needs of the agency's staff. The system was based on Microsoft Dynamics Customer Relationship Management and was integrated with SharePoint.     

The project involved:

• Designing and developing face-to-face training in the new business processes and the supporting systems for all staff in Australia and overseas
• Creating and deploying the Business Practice and Systems eLearning Program, which combined new business processes, cultural change and systems functionality  
• Designing and developing a Train-the-Trainer program that enabled staff trainers to deliver consistent training globally
• Developing 65 User Guides, tailored to the needs of specific business functions, and
• Updating 20 functionally based User Guides from the previous version of the system.

All deliverables were designed and developed using the Information Mapping® methodology.

Business impact

Because of the work TP3 carried out, the agency delivered training in the new system as it was being was implemented both in Australia and overseas. This happened over a four week period, minimising disruption to operations and enabling the whole agency to be skilled gain skills and adopt a new proactive mindset simultaneously around the world.

More information

If you would like more information about this case study or how TP3 can support your next system implementation or cultural change initiative, please contact us on 1300 658 388 or email info@TP3.com.au.