Learning Program Development Example
Design, Implement and Manage Learning and Certification Programs
Challenge
eBay required a new program to be developed to train and certify a community of instructors so training on how to sell on eBay would be delivered consistently with solid quality. Working with eBay, ARI designed, developed and is managing a training program that is now being offered in North America, Europe, Australia and Asia.
Approach
ARI created a program that consists of:
- an online Train the Trainer course hosted by ARI to train specialists in delivery of the official training materials
- an instructor Web site to provide news, marketing tools, downloads and discussion groups to keep the instructors informed and connected
- student and instructor materials for delivering courses including student books for each student as well as instructor guides, slides, and an instructor CD with additional course material
- a database of certified trainers and classes that instructors can manage to enter information on themselves and their classes
- search tools for students to find a specialist or scheduled training near their location
Education Specialist Designation Process
The following outlines the four basic steps to enter the program:
Education Specialist Program Overview
Education Specialist Portal
Once an individual successfully completes the online course, they may access the Education Specialist Portal. From this location, they can perform a variety of tasks in support of their individual programs.
Education Specialist Portal
Course Event Management
From this location, the instructor can provide event information.
Course Event Management
ARI also provides logistics support to deliver both instructor and student materials to all deliveries of the training.
A help-desk provides assistance via both phone and e-mail to students, instructors and eBay's administrative personnel.
ARI not only developed the courses in the program, but also maintains them as eBay's functionality changes. This requires a comprehensive management plan to control the process of creating each revision and then its dissemination to the instructor community and eventually to students.
Business Result
To date, there have been over 13,000 classes delivered by over 1,000 certified specialists. The program has been recognized as a success at the highest levels of eBay and has been expanded to train specialists in new areas.