Finding a learning partner that fits your business and its culture - CASE STUDY - Case Study 2019 - Hemsley Fraser

 
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Finding a learning partner that fits your business and its culture - CASE STUDY - Case Study 2019 - Hemsley Fraser
CASE STUDY

 Finding a learning
 partner that fits
 your business
 and its culture

                       Case Study – 2019
learning is changing
Finding a learning partner that fits your business and its culture - CASE STUDY - Case Study 2019 - Hemsley Fraser
Finding a learning partner that fits your                                                   CASE STUDY
business and its culture
Creating a company culture has             products and excellent customer
become increasingly important in           service. In recognising the importance
recent years, but it can be difficult to   of developing its people – employing
protect that environment when you          as many as 14,000 people in
begin outsourcing certain business         cross-generational teams – the
objectives. With extensive experience      company launched a new digital
in the learning industry, Hemsley          learning strategy and created six
Fraser understand the impact and           ‘academies’ covering management,
effect of creating partnerships with       sales, business, technical, personal
their clients that go beyond the           and professional, and service and a
traditional relationships offered by       range of other categories.
many managed learning services
providers.

Endeavouring to become a trusted
partner to each organisation they
work with, Hemsley Fraser’s work
                                              Supporting a New Digital Strategy
with Virgin Media acts as a prime             for Virgin Media
example of how they are able to
nurture relationships, from taking on         While Virgin Media’s initial requirement did not include
the responsibilities of an incumbent          digital content, Hemsley Fraser were able to showcase
provider to gaining the trust and
                                              their unique and innovative offering throughout the
status that allows them to bring ideas
and potential new partnerships that           tender process, and as a result the scope of the contract
support strategic objectives and              that was then awarded included a comprehensive
future plans.                                 library of digital learning assets. The organisations
                                              began working together in September 2016 and the
Virgin Media is a dynamic challenger          initial relationship with Virgin Media started as a fairly
brand which prides itself on                  transactional one.
delivering value, high quality
                                              As part of a transformational learning and development
                                              model, Virgin Media wanted on-demand content that was
                                              accessible at any time, from any device. Hemsley Fraser’s
                                              digital library of self-directed digital assets was chosen
                                              because it offers learning experiences that excite and
                                              engage learners and help them to embed their learning.

    “    Virgin Media have saved 25 per cent on
      their external spend in the first two years of

                                                        ”
      their partnership with Hemsley Fraser.

                                                                                         Case Study – 2019
Finding a learning partner that fits your business and its culture - CASE STUDY - Case Study 2019 - Hemsley Fraser
CASE STUDY
Finding a learning partner that fits your
business and its culture (cont.)
Since Hemsley Fraser and Virgin               two years of their partnership with
Media began working together, more            Hemsley Fraser, whilst also increasing
than two years of work has gone into          the occupancy of their learning
stabilising the affiliation between           sessions by eight per cent. Despite
the organisations and building                not originally planning to outsource
relationships across both businesses.         their 7,000 internal training events,
An Annual Strategic Review took place         Virgin Media’s subsequent decision to
in January 2019 looking back over             do so paid dividends – they witnessed
the contract to date and the results          a 35 per cent increase in delegates
achieved by the collaborative nature of       being trained on internal events and
the partnership are impressive.               redeployed a number of employees
                                              into other vacant roles, making
Virgin Media have saved 25 per cent           savings that equated to eight full-time
on their external spend in the first          equivalents.

                            Joanne Casson – Executive Client Partner
                          Joanne Casson has worked in various roles at Hemsley Fraser for more
                         than 20 years. In her current role as Executive Client Partner, Joanne
                       is responsible for the management of the relationship with Virgin Media
                    and she explained how the partnership between the two organisations has
                been patiently developed:

    “      The first couple of years were focused on getting the service stabilised and delivering
      effectively so that we have firm foundations to build on. We took over from an incumbent
      learning services provider and our initial plan was to support Virgin Media with reliable data that
      would enable learning and development to have a more strategic role in the business. They didn’t
      previously have good visibility of their spend and didn’t have access to key metrics around their
      learning, which we have been able to give them. So far, we feel we have ticked all the boxes the

                                                                                                   ”
      client was looking for, which allows us now to look ahead with a more strategic focus. We feel we
      have gained their trust over time and there is a lot of synergy between our two organisations.

“    Virgin Media witnessed a 35 per cent increase
  in delegates being trained on internal events.

                                                                ”                                   Case Study – 2019
Finding a learning partner that fits your business and its culture - CASE STUDY - Case Study 2019 - Hemsley Fraser
CASE STUDY
A living and breathing relationship
At the outset, Hemsley Fraser’s first        “Our relationship with Virgin Media has
objective was to implement an                now got to the point where it is mature
interim service. Doing this enabled          – the day-to-day service is efficient and
Virgin Media to switch off from              runs like a well-oiled machine. They are
their old provider and rapidly get           open and honest with us, which means
up-and-running with a like-for-like          we can have meaningful conversations
arrangement with Hemsley Fraser.             that add greater value to the overall
At the same time the Hemsley Fraser          service. When an organisation brings in
and Virgin Media project teams               a managed learning service provider,
worked together to implement the             there is a real risk of them thinking their

                                                                                           “
new service ensuring that goals and          responsibility is over because they’ve
strategic objectives required from the       outsourced it. Virgin Media know that
partnership were front of mind.              isn’t the case – they know that the more        When a relationship
                                             they can do to engage us with their           is built on honesty
Sally Hurrell, Global Managed                business priorities and objectives, the
Learning Services Director at Hemsley        more we can do to support them.”
                                                                                           then it can evolve
Fraser, said: “I think the whole concept                                                   and develop over
of an interim service is really important.   Joanne added: “We now feel we are
This gives time for the relationship to      an extension of Virgin Media’s team,
                                                                                           time. That’s when you
evolve and mature and ensures you            which makes our jobs much easier and          truly become a

                                                                                                          ”
don’t set in stone early on something        more enjoyable. When a relationship           trusted partner.
which later proves unnecessary. It’s         is built on honesty then it can evolve
really important that the relationship       and develop over time. That’s when you
is living and breathing, enabling an         truly become a trusted partner, but you
agility that focuses on continuous           have to earn that status.”
improvement which, in turn, leads to an
enhanced customer experience.

                                                                                                Case Study – 2019
Finding a learning partner that fits your business and its culture - CASE STUDY - Case Study 2019 - Hemsley Fraser
CASE STUDY
Building networks
Establishing a relationship as a trusted partner     as well as seeing their own business focus
has allowed Hemsley Fraser to provide market         turn to the digital learning space over the
insight and guidance on other business activities    past few years. “Our partner who specialises in
from their experience with other clients, even       digital transformation is currently looking at how
if some of these are outside the immediate           industries are being disrupted by digital and how
learning sphere.                                     organisations can help their staff understand how
                                                     that affects them personally and how their roles will
Joanne’s role as Executive Client Partner means      evolve as a result,” Joanne said. “Virgin Media are
that Virgin Media have an exclusive link between     a digital-first business, and Hemsley Fraser hopes
their business and Hemsley Fraser’s extensive        to be able to support them more in the future with
pool of experts, as well as their existing client    their own digital ambitions and to look at how they
base. In a unique way, Hemsley Fraser are not        can support their business holistically as a learning
only building Virgin Media’s learning resources      partner, not just as an outsourced provider.’’
and development programmes, they are also
helping build their professional networks.           “With such an open and honest relationship
                                                     as a learning partner, we use our network and
Hemsley Fraser are currently working with a          knowledge to go above and beyond to deliver a
client that specialises in digital transformation,   quality service to our clients.”

“    We use our network and knowledge
  to go above and beyond to deliver a

                                           ”
  quality service to our clients.
                                                                                               Case Study – 2019
CASE STUDY

   What the future holds
   With a two-year relationship under their    “With a partnership approach, we are
   belt, Hemsley Fraser and Virgin Media       able to shift conversations to a higher
   have now begun working together             level so that we’re able to have those more
   to create a more strategic plan for         strategic conversations that are looking
   the future. The two organisations are       at business objectives and where and how
   planning on working together to find        we can support, proving our service is
   a more efficient and accurate way to        making a genuinely positive contribution
   measure return on investment over a         within organisations.”
   12-month period and creating new,
   specialised learning and development        Joanne added: “Virgin Media are a
   programmes.                                 fast-paced and innovative client and are
                                               always keen to know about and even
   Sally said: “In our January meeting,        road test any new ideas we may be able
   we agreed that now we’ve got the            to bring to them. We hope that we will
   day-to-day operational service in place,    continue to test new ways of learning
   we can really get into the exciting stuff   with them in the future and maintain our
   and focus more on the opportunities in      collaborative partnership approach.”
   learning. You don’t always get to that
   stage with organisations – some have
   an obsession with getting stuck in the
   detail and focussing on the service level
   agreements.

                                                       “     We can really get into the exciting stuff
                                                           and focus more on the opportunities
                                                           in learning. You don’t always get to

                                                                                              ”
                                                           that stage with organisations.
Case Study – 2019
i
 About Virgin Media
 For over 20 years, Virgin Media have worked with organisations of all
 sizes across all sectors, both nationally and locally, helping them to
 meet new customer expectations and rise to challenging market
 conditions through their complete portfolio of Smart Solutions.

 Whether you’re looking to grow and evolve your business with
 ultrafast connections, empower your staff with secure mobile access
 to corporate data and applications, or gain the guidance you need
 to unleash your digital potential, Virgin Media can provide the
 communications technology to help drive your digital transformation,
 so that you can outsmart tomorrow.

 Find out more at: virginmedia.com

                                                  From the UK:
                                                  T: 0345 071 2801
                                                  hemsleyfraser.co.uk
                                                  enquiries@hemsleyfraser.co.uk
                   If you would
                                                  From the US:
                    like further
                   information,                   T: 617-785-7925
                       please                     hemsleyfraser.com
                    contact us:                   ustraining@hemsleyfraser.com

                                                  From Germany:
                                                  T: 69 9203 7568 0
                                                  hemsleyfraser.de
                                                  info@hemsleyfraser.de

                                                                                  Case Study – 2019
learning is changing
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