INSERIRE TESTO

Client: Postecom SpA
Postecom SpA, a subsidiary of Poste Italiane Group, was established in 1999 with the aim to design, develop and manage Internet-based services, targeted not only at the other Group’s subsidiaries, but also at third parties such as enterprises, public bodies, professionals and consumers. Postecom hosts and manages the ICT infrastructure that Poste Italiane Group uses to deliver e-learning to its employees.
Poste Italiane is the leading operator in Italy in the postal services area, with a network of 14,000 post offices, over 200 sorting centres for mail and parcels, over 46,000 postmen and postwomen, adding up to a total of over 151,000 employees.

The Need:
With over 151,000 employees and a widespread presence throughout the country, the training needs of Poste Italiane Group have always been massive, and have grown substantially after the Group diversified its activities, and financial and insurance services were added to the range of postal services already offered. The staff of the 14,000 branches spread all over Italy needed to be trained quickly and consistently, and the training had to be immediately and continuously monitored. E-learning has been deemed the most effective solution to manage all Poste Italiane’s training activities, because it allows to rapidly deliver training contents to very large audiences, while at the same time monitoring performance and results. After acquiring the Docent Learning Management System (LMS), Postecom was looking for an Italian partner that could provide the services needed to configure and customize the platform, so that it could fully meet all the training needs of the Poste Italiane Group.

Grifo Solution:
Grifo multimedia customized for Postecom the Docent e-learning platform, tailoring it to Poste Italiane’s training and organisational needs.
Grifo developed:
• Population of the database: the organisation of the Poste Italiane branches spread out over the territory was mapped within Docent structures, so that population and updating of the users’ base could be done quickly and automatically.
• Realization of the functional interface of the e-learning platform. New collaboration tools were added to the basic Docent functions: internal messaging, virtual classrooms, customized notifications, new user profiles, customized reporting.
• Integration with other IT systems in use in Poste Italiane (such as HR management software, Document Management Systems etc.), so that Docent can automatically retrieve from the HR management systems the information about the planning of learning paths, and feed back to them the results of training activities.

Results:
Through their customized e-learning platform Poste Italiane Group can manage online all internal training activities, and ensure that the learning contents are delivered rapidly and consistently to large numbers of users spread out on the territory, while at the same time they can monitor all training activities and produce detailed statistical reports.

Thanks to the configuration and customization of the e-learning platform carried out by Grifo multimedia, Postecom delivered e-learning to 500,000 enrolled users. Moreover, the customization made the e-learning platform become fully integrated into the IT systems of Poste Italiane.

The Client: Vodafone Italia (through BIP)
Vodafone Group is the world’s leading mobile telecommunications company, with a significant presence in Europe, Middle East, Africa, Asia and USA, through subsidiaries, joint ventures, affiliates and partner networks.
Vodafone Italia has total revenues of 8,758 million euro, and operates through 55 branches in Italy.

The Need:

Vodafone Italia needed to develop and certify the competencies of the external staff operating the customer care services (i.e. call centres operators) and the sales services.
The challenge was to effectively reach a population distributed across the national territory (approximately 12,000 people) to deliver up-to-date services consistently in line with the cyclic evolution of the company’s products and offers.
Specifically, the staff of the call centres needed to be assessed and certified, not only regarding their task-specific competencies, but also regarding relational, understanding, problem solving abilities and all the other aspects of a valuable customer care and sales service compliant with the enterprise’s standards.

Initial situation:.

The process of certification and development of the competencies of external staff used to take place in classroom sessions organised in different locations throughout the country, using paper surveys and digital spreadsheets.

Grifo solution:

Grifo developed a solution that allows the almost complete automation of the process of certification and training. The training environment, based on an open-source platform, enables each trainer to create sets of tests compliant with the SCORM standard, using a very simple authoring tool that requires no IT skills. The tests are randomly delivered, and can be associated with different competencies and groups of operators.
The platform can track test results in great detail, and then custom training programmes are proposed to close the skills gaps resulting from the tests. All certification and training activities can be monitored through sophisticated reporting tools.
The e-learning system can manage blended learning (part distance learning, part classroom sessions), and support instructors and users via synchronous and asynchronous communication tools.
In order to optimise the management of user records, the platform has been integrated into the corporate IT system.

Results:
The client can organise sessions of certification and training for external staff very quickly and cost-effectively. Moreover, they can closely monitor the entire certification and training process by producing a number of very detailed real-time reports.

The Client: PRINK

PRINK is the leading European distributor of consumables for printers, present in 13 European countries: Italy, Spain, France, Germany, Switzerland, Portugal, Belgium, Holland, Finland, Czech Republic, Slovenia, Slovakia and Romania. PRINK distributes over 5,000 products of all brands for all printers through a network of more than 600 franchised stores.

 

The Need:

PRINK needs to cyclically train and keep continually up-to-date sales staff of over 600 franchise stores throughout Europe. The training covers both general issues regarding the sales techniques and specific issues relating to the launch of new products / services and promotional campaigns.

 

Initial Situation:.

The training used to be conducted face-to-face with significant logistical and organizational constraints. As the franchising network grew, costs and training time increased as well. Classroom training was no longer satisfactory in terms of both related costs and time required to deliver new products / services to market.

 

Grifo solution:

Grifo has provided a virtual classroom service that allows to provide remote training sessions in real time, with teachers and students linked together in a web conference.
In this way, using an internet connection and a computer (with a webcam and headset) the sales staff in the retail stores can follow the virtual classrooms held by PRINK trainers who in turn are at their respective offices, without the need to move away from their workplace.
The virtual classroom allows not only to hold interactive classes using audio / video web channels, but also to share files of any type (slides, documents, manuals, videos etc.) in a virtual classroom, to provide remote assistance through access and control of a remote computer, to record and view a lesson, conduct surveys and tests, etc.
The solution adopted by PRINK enables them to organize up to 10 classrooms at the same time and to have up to 100 students connected within each class.
The use of the virtual classroom is very intuitive and simple for both students and for teachers.

 

Results:

PRINK has been using the virtual classroom solution over several years, and has obtained significant results with regard to:

• cuts in travel costs,
• cuts in logistics costs for classrooms and materials,
• limitation of the negative impact due to staff absent from the stores to participate in classroom training,
• cuts in the time needed to align and update the knowledge of the entire staff of more than 600 stores.

The Client: Apulia Region

The Need:

In the framework of its policies for the youth, the Apulia Region intended to implement an innovative project that could support non formal education to participation and active citizenship, using Web 2.0 technologies.
The project was aimed to develop and connect contributions developed in local contexts by young people aged between 18 and 25. Those contributions were meant to be stored and shared in a community of young people.

The Initial Situation:

The Apulia Region had never developed social networking projects with similar objectives before.
There were no other similar experiences undertaken by public bodies at regional or national level.

Grifo Solution:

A social game (FirstLaif), based on a social networking platform targeted at young users, that encourages them to carry out active citizenship actions on the territory. Stories about their actions are subsequently collected and shared in a virtual community, and commented upon and evaluated by peers.
The solution proposed and developed by Grifo has the following key features:

• Adoption of an open-source technology as social network engine (ELGG)
• Design of a multi-level social game that rewards collaboration and socialization among users
• Development of storytelling and creativity skills of young people on issues of informed participation and social commitment
• Non formal learning pathways through action on the field and sharing of experiences
• Design of topics of social engagement in need of action
• Management of a playing field on a regional scale

 

Results:

• Reached over 15,000 young people, thanks also to the communication and territorial animation activities undertaken with other project partners
• Over 1,500 community subscribers
• Over 200 blog posts
• Over 100 multimedia contributions published.

The Client: Apulia Region

The Need:

The Human Resources and Organisation Department of the Apulia Region intended to launch a number of training programmes targeting approximately 1,000 employees geographically distributed throughout the region who were going to sit an exam for the vertical progression of their careers.
A specific constraint was that the training had to be delivered out of the working hours, and costs kept at a minimum.
The envisaged solution had to integrate e-learning training modules, short classroom sessions and online tutoring services.
The client demanded analysis of training needs, provision of specialist contents, custom e-learning development, delivery of both e-learning and classroom training, monitoring and tutoring services.

Initial Situation:

The Apulia Region had never developed blended learning programmes before. Training was previously delivered exclusively in the classroom.

Grifo Solution:

The solution offered by Grifo is based on blended learning, combining classroom training with e-learning delivered through an online Learning Management System.

 

Specifically, the characteristics of the solution are:

• detailed instructional design
• comprehensive training contents provided by qualified subject matter experts
• learning objects compliant with the international standards, offering different levels of detail in the training topics covered
• close functional and organisational integration between classroom and distance training
• efficient online tutoring services
• • possibility to use the e-learning modules offline.

Results:

The blended learning pathway is being used by Apulia Region’s employees, with positive feedback from users.

 

Grifo developed and delivered:

• 16 e-learning modules on different topics
• tutoring services for the final users
• help-desk covering both contents and training processes.

The e-learning courses can also be used offline: they have been stored on a USB key together with other reference training materials, and the USB keys distributed to all participants so as to give them the possibility to access those resources without having to connect to the Internet.

Users can synchronize the contents of the USB key at any time, and transfer records of their training activities to the e-learning platform.

The Client:

INAIL (the Italian Workers’ Compensation Authority) .

INAIL has approximately 10,700 employees. Its headquarters are in Rome, and other local offices are distributed over the national territory, organised as follows:

• 18 Regional Directorates and 2 Provincial Directorates;
• 120 local offices in provincial capitals;
• 101 local offices in municipalities;
• 55 agencies.

The Need:

INAIL Training Department is in charge of the analysis of training needs, and of the development and implementation of the training activities. INAIL wanted to streamline the delivery of training activities targeting its local offices distributed throughout the country, making it more flexible and efficient.

In this context the client needed to develop a custom e-learning course on the subject of “Compulsory Insurance”, and include two archives of rules and sentences within the course.

The target audience of the training programme consisted of approximately 4,200 employees.

Initial Situation:

Training on compulsory insurance used to be delivered in classroom sessions, with consequent constraints of organisation, time and costs.

Grifo Solution:

The solution implemented by Grifo has the following characteristics:

• a pedagogical model based on the case method. The case method is particularly suitable to meet the needs of this client, who wanted learners to apply theoretical notions to common situations frequently occurring in their working practice;
• a mode of communication based on web fiction, that is, short animated sequences that present a story;
• • integration between contents and archives of rules and sentences.

 

Results:

The e-learning course is currently in use. It includes:

• 6 modules of tutorials,
• 1 module of tests to assess understanding of general theory
• 20 case studies developed using animated cartoon sequences that present different real-life situations
• a battery of tests concerning the applicability of insurance obligation to the situations presented in the case studies,
• specialist “Law” archive with 66 sentences dealing with exemplary cases, commented and indexed for easy retrieval,
• specialist “Doctrine” archive with 33 excerpts (125 pages in total) from relevant literature, indexed for easy retrieval,
• • mechanisms for updating the specialist archives.

All materials have been developed so as to be compliant with the accessibility standards, according to the Stanca Act enforced in the Italian regulation.

The Client:

A major integrated energy company, operating in the oil and gas activities, power generation and sale, petrochemicals, oilfield services construction and engineering industries around the world. It relies on high-level competencies and has a leading global market share. It operates in 79 countries with approximately 80,000 employees.

The Need:

1. Identify a technological solution that can support the activities of the Corporate University, including design and analysis of training needs, marketing and sales, delivery and assessment.
2. Promote and implement management training programmes aimed at executives, middle managers, employees and workers of the group and of third parties.
3. Streamline processes and exchange of information among the different functions of the Corporate University, using a single IT system that can be potentially integrated into the other corporate IT systems.

Initial Situation:

The different areas of the Corporate University used to run different IT systems to support their processes, at the expense of efficiency, data exchange and process integration.

Grifo Solution:

Grifo has provided and customized a Learning Management System that meets all the needs for an integrated management of the training activities delivered by the Corporate University. This has allowed process streamlining and integration, and the comprehensive monitoring of all corporate training programmes.

Results:
Over a four-year period of operation, the technological solution developed by Grifo has enabled the Corporate University to manage:

• 600,000 enrolments to training courses
• 1,500 online courses
• 15,000 classroom courses
• 400 suppliers and 800 supply contracts
• 500 clients and 1,200 active contracts.