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When a leading Australian telecommunications and information-services company wanted to improve and expand its learning capabilities, it turned to Accenture to design, build and operate a Learning Academy that would equip its people with the skills and mindset to take ownership, be responsive, reliable, innovative and collaborative—and constantly strive for excellence.
The company offers a full range of telecommunications services and competes in all markets throughout Australia, providing more than 8.5 million people with fixed-line services and more than 11.4 million with mobile services, including 3G services to more than 9.3 million Australians. A market leader there, it continues to introduce groundbreaking new services and roll out advanced communications infrastructure.
Pursuing a business strategy that places the customer at the heart of everything it does means the company’s employees are critical to its ability to achieve its mission and vision. Since its people have to be skilled in the ever-expanding range of products and services the company offers, ongoing learning and training needs to be built into the way the company does business.
In 2006, Accenture was chosen to design, build and operate a central learning and skills development capability, the Learning Academy. The Academy provides curriculum planning, content development, learning delivery, support operations, technology services and governance processes to more than 23,000 employees.
Accenture was selected because of our delivery scale and capabilities; our experience-based insights into the telecommunications industry; and our proven track record in helping clients achieve high performance through innovative, efficient and outsourced learning services.
The Learning Academy equips the company’s people with tools necessary to fulfill the corporate mission. It does this through efficient and innovative training and skills development, delivered using state-of-the-art tools, methodologies and facilities.
The Academy leverages Accenture's global content-development and delivery network, providing flexibility and scalability. Specific learning programs targeted to build next-generation technology skills—along with certification processes—support consistent skill development throughout the client’s workforce.
Content is developed by Accenture's content-development centers in Brisbane, Australia, and Bangalore, India, parts of Accenture’s Global Delivery Network. Support and help-desk operations are delivered from Accenture centers in Bangalore and Chicago, Illinois.
Since the start of the program, Accenture has been helping the company migrate its predominantly instructor-led training model to a blended program that incorporates more self-paced e-learning to enable broader and more efficient delivery of learning to its dispersed workforce. The learning model also features new and innovative learning technologies such as virtual instructor-led training and podcasting.
Since its launch in 2006, more than 80 percent of the company’s employees have participated in Learning Academy training.
With an operating model and strategy that maximizes the link between learning and the business, the Learning Academy makes a positive impact on business performance.
After six years in operation, the Academy has trained more than 90,000 people through a network of more than 200 training venues across Australia. It has developed and deployed more than 1,100 new or enhanced courses and conducted 23,500 instructor-led training days.
“Our people are central to our drive to place customers at the heart of everything we do,” says the firm’s director of learning and development. “With the Learning Academy, we are at the forefront of our cultural-change efforts. We are faster, more responsive and more efficient.”
The Academy continues to raise the bar in efficiency and productivity too. For example, the number of people attending Web-based training has grown from 5,000 per quarter to more than 14,000 per quarter, while the time required to develop courses has been cut by 31 percent and the delivery-scheduling cycle reduced from quarterly to monthly. To increase sustainability, the team has also reduced paper consumption through the digital delivery of training.
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