Advanced training for service technicians
around the world
BSH Hausgeräte AG is the biggest domestic appliance manufacturer in Europe and one of the leading companies in the sector worldwide. The group’s main brands are Bosch and Siemens.
In addition to its eight special brands catering to individual consumers, BSH also serves selected home markets with the regional brands Balay, PITSOS, PROFILO and Coldex.
The product portfolio covers the full spectrum of modern household appliances
Adapting training content to
Global growth of the product portfolio, employee numbers and geographical coverage made it necessary to rethink the professional development concepts used by BSH.
The goal was to adapt the training content to local learning habits in the different countries to fill any gaps in the knowledge of the service technicians in each location. BSH’s intent was to achieve uniform training standards so that customers around the world would enjoy the same high-quality service.
It is of great importance to BSH that service technicians anywhere in the world are able to service appliances, repair them if necessary, and offer competent and professional advice to customers within a short period after the launch of a new product. Moreover, practical training on appliances was to be introduced locally.
What was missing was a modern, multinational professional development concept with a homogeneous database that allowed easy administration of face-to-face training and flexible implementation of tailored online training in real time.
Global professional development platform
for 10,000 technicians
Following an in-depth market analysis, the professional development administrators at BSH decided to implement a learning management system by (LMS) by imc, the “Learning Suite”. They called it the “BSH Learning Universe”.
With this global professional development platform, more than 10,000 BSH service technicians in 50 countries can quickly and easily access the training material tailored to the specific country and use it to support their daily tasks. Easy administration of face-to-face training, reliable assessment functions and reporting round off the solution.
What’s more, the blended learning approach facilitates lasting efficiency gains for the face-to-face training. This saves the technicians up to 20% in training time, while significantly reducing administration costs.
EUR 10 million in savings
The results speak for themselves: Since the LMS was introduced, service technicians have been saving around 20% in training time, which is equivalent to EUR 10 million in total.
Moreover, learners loved how flexible the platform is. The LMS by imc is capable of implementing tailored requirements for each country. This involves more than just using the right language: Basic knowledge relating to fundamental topics like maintenance and repair and customised training on new regional products also differ by country. The “BSH Learning Universe” precisely addresses the requirements and needs of the service technicians at the different locations.
“The imc Learning Suite is highly flexible and adapts to our requirements. The LMS not only covers our need for product training: We also use the system for our health training. Above all, the intelligent training booking processes make our work a lot easier. Since we implemented the LMS, Excel list administration is a thing of the past!”, Peter Tolaini, BSH Learning Universe Administrator, UK sums up.
With chatbot and WBT to the
Villeroy & Boch is one of the leading premium brands for ceramic products worldwide. Founded in 1748, the family business based in Mettlach, Germany stands for innovation, tradition and abundance of style.
As a renowned lifestyle brand, Villeroy & Boch has a presence in 125 countries with its bathroom, wellness and fine tableware products.
Fit for the leading trade fair
The ceramics manufacturer Villeroy & Boch needed to train around 400 sales representatives worldwide for a trade fair. Each employee attending the fair had to complete mandatory virtual product training so they would be able to present the new products.
The greatest challenges were:
- Time pressure: training had to be complete by a certain date
- Ensuring mandatory participation
- Subsequent testing of learning success
- Catering to different ages with different e-learning skills
Virtual product training
Two different web-based training courses (WBT) were created for the predominantly technical products. For all other new developments a chatbot was developed.
The chatbot was filled with short learning units aka learning nuggets, each taking 3 minutes to complete. Each participant moved through different topic areas and product training units.
Each employee arriving for the trade fair was required to complete these training courses in advance and demonstrate in a test that they had understood the learned content.
The training received a strong response and achieved high levels of acceptance. Employees provided extremely positive feedback.
Villeroy & Boch therefore plan to work with equally innovative, digital training concepts for future trade fairs.