- How many employees are trained each
year?
United Dominion has roughly 1880 employees, with
approximately 1600 directly involved in Apartment
Operations. Up until mid-2001, formalized associate
training was provided through the means described
below. This does not include any informal training and
coaching that occurred on-the-job.
- Certified Training Assistant (CTA)
Program - A group of the Company's most
experienced site-level associates, hand-picked by the
various Area management teams, provided one-on-one
training in basic community operations to new
associates. These CTAs went through a 1-1/2 day
certification process and used prescribed training
materials to review basic leasing, Fair Housing, and
maintenance skills. They trained roughly 100 new
associates each quarter.
- Instructor-led Training - Human
Resource generalists scheduled and conducted half-
and full-day training programs on a variety of topics
and skills, including basic apartment operations,
customer service, leasing, marketing, maintenance,
and supervisory/management. These programs were
offered in locations central to a large employee
mass, so associates from multiple communities could
attend. Although some of these programs focused on
basic skills, most were targeted for on-going skill
development. Attendance at these programs ranged from
600-800 per quarter. (Note: this number reflects
total attendance, and includes associates who
attended multiple programs in the same quarter.)
- Area-Specific Training - Each
Area management team also provided specialized
training sessions based on the needs of that
particular Area. Sometimes, this training involved
the use of external speakers, vendors, and industry
"trainers," and it also included sessions that were
led by members of the management team or by
associates. There were no formal methods used for
tracking the number of these specialized sessions or
participation levels at each one.
- How many courses does each employee take on
average per year?
Overall, there were associates who completed multiple
training programs per year and some who never attended or
completed training. As a whole (using the entire
associate population), associates averaged 2 courses per
year.
- What is the cost to train associates using
traditional methods, including travel and
expenses?
Using 2000 numbers and including all training methods
described under #1 above, our training costs were just
over $1 million, or $534 per associate. This includes: a
percent of salaries of the HR generalists who conducted
instructor-led programs; their overhead; costs of
training materials; training facilities, supplies, and
equipment; travel (trainers only); CTA bonuses; and
miscellaneous expenses. Costs for external
speakers/trainers, and associate travel are not included.
- Will on-line training decrease your training
costs and, if so, by about how much?
Controlling training costs was one factor in our decision
to incorporate an on-line format as a training delivery
vehicle. It was not the primary factor. The decision was
based more on the need to improve the timeliness and
availability of training, particularly given the
company's associate turnover (60% overall) and multiple
geographic locations. Even so, the on-line format will
significantly reduce training costs by at
least half. These reductions would be
realized in associate and instructor travel, trainer
salaries (due to staff reduction), cost of training
material (development, reproduction, and packaging), and
training facilities/equipment.
- How do you measure the effectiveness of your
instructor-led training? How does this compare to using
Gemini's tools?
In the past, training effectiveness was measured by (a)
formal feedback obtained from participants post
program; (b) informal feedback obtained through
periodic needs assessments, climate surveys, and
interactions with participants and managers; and (c) #
of programs conducted and participation in programs.
The Gemini tools, including the adaptive post testing
with designated mastery levels, adds a new dimension to
how we assess training effectiveness in that we can now
immediately assess learning of the content.
Furthermore, the Gemini tools can be used to analyze
specific test items, testing circumstances, such as
number of attempts, time to complete, etc. that helps
us improve the entire learning experience.
In addition to what the Gemini tools provide, we have
added other components to track and measure training
effectiveness and performance impact:
- A follow-up survey sent to participants 2 weeks
after training to obtain their feedback about the
experience and its impact on their job
performance.
- A follow-up survey sent to the participants'
supervisors 30 days after training to obtain their
observations about how the participants are
performing in key job areas.
- Third-party "shop reports" that provide feedback
about the application of skills to the job in a
real-world situation.
- Company reports related to occupancy, traffic,
and closing ratios (for associates in leasing
positions).
All of these measurements have enhanced the information
available to assess the impact and effectiveness of our
training.
- Is on-line training easier to motivate
employees to take training? If yes, how? What other
benefits do you see when you compare on-line to
instructor-led?
I am just amazed at how much those programs are being
used. I just did a bi-weekly report that shows we had 352
course completion in the last 2 weeks alone!
In addition to the benefits already mentioned, the
on-line programs developed in partnership with Gemini
provide full learner flexibility - privacy, instantaneous
feedback, interactive practice, start-and-stop options,
and adaptability to the learner's current knowledge/skill
level.
- Are you going to develop more on-line
training in the future? Why did you choose Gemini? Will
you continue to work with Gemini?
Yes, due to the success we have already retained Gemini
to create more courses. We chose Gemini as our eLearning
partner because of the Gemini product (Adaptive Learning
Environment), its long-term success record and stability
as a company, its competitive pricing, and, most
importantly, because of the expertise and "can-do"
approach of the Gemini team. Based on the positive
experience we've had with Gemini in developing and
implementing these initial programs, and the success we
are now experiencing as a result, we are continuing our
relationship with Gemini indefinitely.
