So we need to make sure they’re up to speed.” “It may not be his first priority-how to work the latest and greatest computer. “We have a lot of people that are out in the field a lot of the time, so some of our challenges are around just trying to get people to a computer, ensuring that they are computer-literate, especially if you’re talking about a field technician who during the day is up in attics installing systems,” said Parr. They also are able to take online courses through kiosks at the branches, but ensuring that the technicians are computer-literate can be a challenge. Installation technicians receive several different types of training, including on the job, where they have to shadow other technicians. “So what we’re trying to do is level the playing field so everyone walks into the course with the same amount of data, and you can really hit the ground running.” “As you know, what you get is the 33 Rule when you have any training class, which is basically that 33 percent who are far below where you’re starting, 33 percent who are right at it, and 33 percent who’ve already been there done that, and it’s too basic for them,” said Parr. The SSCs come to the corporate headquarters in Irving, Texas, for a one-week course that helps them understand the sales process, but prior to attending that training, they must complete four prerequisite online courses. And then, of course, if we need augmentation, then we realize that they may need to go to an off-site seminar of some sort.”īlended learning has helped Brink’s deal with what Parr called “the 33 Rule” when it comes to training the company’s security sales consultants, or SSCs. That’s something we’d like to be able to answer in an e-mode, an e-learning mode. For example, Parr said, “marketing is an area, just like other areas, such as finance, where we have to find very specialized content that will answer their needs. The addition of the LMS has allowed Brink’s Home Security to increase its learning offerings, providing more e-learning and blended learning options to its various audiences. She added, “We needed a way to organize the volume of data that’s inherent with any large company so that everyone is really on par with the latest and greatest policies and procedures and all the latest happenings.”
“The reason that we purchased the portal was the ability to manage knowledge from multiple areas of the company,” said Parr. Employees go to the portal site and from there have access to company communications, department communications and the information they need as individual employees-personalized development plans, personalized transcripts, online course catalogs, learning news and human resources information, like pay and time off. “The portal is the platform that enables us to have multiple applications work from the same location,” said Parr. To address these challenges, Brink’s implemented a learning management system from Pathlore, integrating it with portal technology from Computer Associates to provide a complete knowledge management solution. Other challenges the company could address through training include employee turnover and improving employee morale, which in turn improves customer satisfaction levels. Like most companies, Parr said, Brink’s was interested in reducing the costs of training employees, while increasing the speed to market.
Growth has changed the way Brink’s looks at its internal learning initiatives. “That’s where training comes into play, in many shapes.” With more than 800,000 customers and counting, Christina Parr, corporate manager of learning and development for Brink’s Home Security, said that much of the company’s success is built on its ability to retain existing customers.
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