Our Case Studies

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Go to Biased Out case study

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Cognizant Logo

Amazon is a multinational conglomerate which focuses on e-commerce, cloud computing, digital streaming, and artificial intelligence.

CHALLENGE

Amazon required a team of 40 Industrial/Organizational consultants to drive a foundational research project involving expert ratings for their proprietary pre-hire assessment. As a result, Amazon engaged SkillSource Learning Partners to build a team of I/O experts and supervisors to complete several thousand ratings over a 6-month period.

APPROACH

SkillSource sourced, interviewed, and coordinated a fully outsourced solution for Amazon that was empowered to:

• assess goals
• administer workload
• respond to and escalate questions
• ensure the Quality Assurance (QA) of the ratings
• track completions

RESULTS

Through an effective partnership and deep understanding of internal processes, SkillSource delivered for Amazon by:

• triaging rater availability
• managing rater communications
• ensuring inter-rater reliability
• recommending enhancements to process and workflows
• achieving deadlines


SAP logo

SAP is a leader in software and technology business applications featuring the best in cloud, analytics, mobile and IT solutions.

CHALLENGE

SAP had an urgent training dilemma. In the face of COVID-19, they were challenged with virtualizing 100% of their training which previously was delivered in a traditional classroom setting. Even though SAP had 18 full-time faculty members, none had internal instructional design expertise or VILT acumen.

SAP called upon SkillSource Learning Partners for an expert who could not only design and facilitate customized VILT workshops but also champion sales enablement and project management duties to keep the project on track and turn deliverables around in only 4 weeks.

APPROACH

SkillSource’s consultant had a very short amount of time to achieve her goals with little room for error. Plus, a global group of new hires was coming in that needed to be onboarded.

The consultant immediately partnered with the key SME’s that were chosen for each of the 7 programs and began:
• prework that was relevant and meaningful
• translating ILT activities to vILT
• developing and refining dated materials
• establishing consistency within the decks
• revamping workshops
• implementing the use of current technology like
Kahoot, Menti, and MURAL

RESULTS

The collaboration with SAP demonstrated that despite the challenges of a global pandemic, tight deadline and project demands, the SkillSource Learning Partner expert effectively provided a fresh point of view and educated her client about best practices. The consultant was flexible in the inclusion and exclusion of these practices, recognizing that some were unnecessary, unfeasible, or impractical. New hire training was conducted as planned and participants confirmed that the courses were engaging and highly interactive.

Arrow logo

Arrow is a provider of products, services, and solutions to industrial and commercial users of electronic components and enterprise computing solutions.

CHALLENGE

Arrow was lacking a consistent coaching culture. Their customers didn’t know the entire “Arrow story” and as a result, did not think about Arrow when they had an emerging need.

The head of Learning and Development (with a focus on Sales) called upon SkillSource Learning Partners for an expert consultant in coaching and management services. They needed someone that could customize their existing coaching program to be more robust, develop job aids and put into practice a measurement system.

APPROACH

SkillSource’s consultant led the project and partnered with Arrow’s L&D professionals to deliver jointly developed programs, processes, and tools. Sales leaders were interviewed as a firm foundational starting point and a “design team” – made up of sales managers added confidence and credibility to the process. Arrow’s team were fully engaged partners throughout the process who not only valued the SkillSource consultant’s fact-based decision making skills but also stepped in when they needed to meet compliance or lend relevance.

RESULTS

In addition to the major changes to the program, the SkillSource and Arrow collaboration was the perfect balance of outside influence with inside relevance.

Over the course of a year, the SkillSource Learning Partner expert has held weekly, and semi-monthly “drumbeat” calls with the L&D team to prebrief and debrief interactions with sales leadership, sales managers and salespeople. Consistency is driving the embedding of the thriving coaching culture

The University of Chicago Medical Center logo

The University of Chicago Medical Center is a nationally ranked academic medical center and the flagship campus for the University of Chicago Medicine system.

CHALLENGE

The University of Chicago Medical Center (UCMC) was experiencing overarching communications issues within their organization. The key talent review messaging was disjointed and irregular; teams were not operating under the same brand banner and most messages were simply getting lost in the electronic shuffle.

UCMC’s Organizational and Talent Management leaders contacted SkillSource Learning Partners for an expert consultant — one who could revise and develop strategies, and build new, consistent communication pathways

APPROACH

The SkillSource consultant immediately established weekly meetings with key stakeholders and introduced a system to plan upcoming communication needs and deliverables for weeks in advance.

Expectations were aligned toward the newly branded outgoing messaging and the importance of reducing email clutter to the organization. The team quickly adapted and began to embrace the template and cadence of the new communication messaging. This banding allowed for greater visiblity and message traction.

RESULTS

The SkillSource consultant developed trust with UCMC with clear communication strategies and practical examples. This helped the team to feel confident with the new, improved direction through:

• the ability to plot and course yearly communications

• aligning outgoing electronic cadences

• new branding standards Through biweekly communication and establishment of analytics, SkillSource enabled a scalable and sustainable communication strategy for UCMC

Through biweekly communication and establishment of analytics, SkillSource enabled a scalable and sustainable communication strategy for UCMC.

Architectural Surfaces logo

Architectural Surfaces is a leading global importer and distributor of natural stone, quartz and tile for residential and commercial applications

CHALLENGE

Architectural Surfaces (AS) sought to reimagine their sales training program and set new goals to deepen their talent investment.

AS called upon SkillSource Learning Partners for an expert in Learning Strategy to deliver forward-thinking onboarding design methodologies, combined with mastery in sales talent to:

• enhance learning paths
• expand product knowledge
• onboard top sales talent
• capitalize resources

APPROACH

The SkillSource consultant had just 6 months to develop custom, fast-paced solutions for a consistent onboarding experience for AS’s domestic sales team.

The consultant skillfully balanced the perspectives of Human Resources, existing high-performers, and sales leaders. She designed fresh processes that engaged AS’s stakeholders through experiences, observation, education and meaningful connections.

RESULTS

The collaboration between AS and SkillSource produced an effective new learning strategy whereby new AS sales cohorts tap into programmed sales onboarding resources such as workbooks and branded templates to deliver early business impact.

Bumble logo

Bumble is social network that allows you to feel empowered while you’re dating, looking for friends or career-building

CHALLENGE

Bumble’s marketing group lacked confidence. The group struggled with negotiating and managing conflict to find win-win solutions for its team and the projects they were supporting.

The Marketing and Analytics head at Bumble ‘swiped right’ for a SkillSource Learning Partners expert to help improve the department.

APPROACH

The SkillSource consultant was empowered to create change from the initial meeting. She worked with the client directly to ensure participants’ concerns would be addressed and understand their business model.

She utilized the Myers-Briggs Type Indicator to gain additional insight on the teams’ differences and hone in on behavior patterns.

RESULTS

The marketing team at Bumble thrives from the programs the SkillSource consultant implemented.

The consultant tackled the issues that the client wanted solved using multiple approaches:
• coaching
• learning programs
• assessment
• redesigning performance systems

SRP logo

SRP is a community-based not-for-profit water and energy company for more than 2 million people living in central Arizona.

CHALLENGE

SRP’s team of drivers needed support to maintain safety standards. Reports that monitor the employees’ driving records revealed the importance of continually learning and maintaining safe driving practices.

SPR’s managers sought an expert in this field and contracted a top SkillSource Learning Partners Instructional Designer to develop a training program.

APPROACH

The SkillSource consultant had about six weeks to develop and create eLearning modules that would meet the distinct needs of:
• employees that drive vehicles
• supervisors
• management
• union officials

The consultant provided innovative systems training using Telematics – a method of monitoring vehicles by using GPS technology and on-board diagnostics to plot the vehicle’s movements on a computerized map.

RESULTS

Today the SRP’s team of drivers and managers have more relevant and effective techniques to improve performance.

The programs the SkillSource consultant implemented allow the team to:
• respond to new data
• assess challenges
• adjust training
• maintain safety standards

Amazon pay logo

Amazon Pay is an online payments processing service that focuses on giving users the option to pay with their Amazon accounts on external merchant websites.

CHALLENGE

Amazon Pay was struggling with how it communicated with its customers. They aspired to lead value-based conversations and match the right value talk track with the customer’s business driver but were unable to accurately meet those objectives.

The head of Sales Readiness and Enablement turned to SkillSource Learning Partners for an expert consultant in Sales Training and Instructional Design. They needed someone that could train their staff to flip customer objections, and better articulate as well as demonstrate how Amazon Pay is better than the any of its competition.

APPROACH

The SkillSource consultant quickly connected with the key stakeholder and his philosophy on sales training. They worked at a highly collaborative level – held twice a week meetings, and weekly SME calls with individuals at different levels and in various roles.

The consultant focused the training on achieving objectives and creating sustained behavior changes such as:
• manager preparation
• participant pre-work
• expert facilitation
• group discussions
• gaming activities, drills, role-play, case studies
• follow-through reinforcement
• job aid

RESULTS

The SkillSource and Amazon Pay collaboration taught the stakeholders curriculum design discipline, useful learning tools and connection to principles that allows for deeper exploration of the value-based selling framework.

A scale was built for the reps to benchmark their skills before a module and rank themselves after completing the module.

RESULTS
19%
increase in skill ability/development
17%
increase in value proposition skill
21%
increase in resolving objections

Biased Out logo

Biased Out is a diversity training game that teaches employees a new perspective through play.

CHALLENGE

A designer was developing a game aimed at reducing biases, stereotypes, and microaggressions in the workplace.

The Senior Vice President contracted a SkillSource Learning Partners expert in Diversity, Equity and Inclusion through Industrial and Organizational Psychology to strategically evaluate and improve the content of the game while being sensitive to the target audiences.

APPROACH

The SkillSource consultant collaborated exclusively with the creator of the game to verify facts from theory. She supported them through data and relevant research articles. Those concepts were applied through the game, and platform design.

In addition, she provided solutions on how to make the game more engaging to all within an organization and not just a selected group.

RESULTS

The Biased Out game successfully launched and received accolades for its innovative approach as a fun, affordable training tool.

The SkillSource consultant was not only essential in the game’s development, but also helped the client plan for the next steps of growth and development.

Cognizant Logo

Cognizant helps clients modernize technology, reimagine processes and transform experiences so they can stay ahead in our fast-changing world.

CHALLENGE

Cognizant’s Instructional Systems Design (ISD) and technical teams were lacking in various areas and had insufficient internal resources to remedy their issues.

Cognizant’s Tower Leads, and Subject Matter Experts (SME) were very discerning in their search and rejected a dozen internal and external candidates. They sought not only an expert in Instructional Design, eLearning Development, and virtual training, but also a person with the perfect mix of professionalism, credibility, and charm. SkillSource Learning Partners delivered exactly that person.

APPROACH

The SkillSource consultant applied her vast and varied expertise to provide fresh perspectives, and creative problem-solving approaches.

She partnered closely with Cognizant through intensive team meetings and was trusted to access internal resources to deliver viable solutions to both the functional teams and PMO (project and business leadership).

Most importantly, she clearly understood her target audience needs and effectively addressed them in classes.

RESULTS

Cognizant greatly benefited from the SkillSource consultant’s achievements by receiving:

  • successful training delivery
  • enhanced learner experiences
  • stellar client feedback

In fact, the SkillSource consultant earned the highest learner satisfaction scores (of the four instructors) from the after-class survey.