English Case Studies

Case Study WESTERN UNION

Cornerstone HR Software Case Studies

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The team uses Cornerstone Performance and Learning to establish competency checklists for all employees, based on agreed criteria for each team, level and employee. For example, there are key skills and competencies for managers and sales teams, as well as different skills for different regions. These checklists are then used to automatically map and track training schedules for employees. Cornerstone Connect is used as an intranet and social platform, encouraging performance and learning discussions between staff and managers every day, which is supported by formal learning in a wide variety of formats. Connect also encourages employees to share knowledge, promote sales results and spread awareness of new products. "We knew that there was already a lot of social learning happening in the organisation but wanted to formalise this and embed it within our corporate culture. As our intranet, Connect is the first thing that employees see in the morning, making it simple for them to collaborate, understand what is happening in the business and, importantly, how to excel," continued Mack. The Results / Business Impact Western Union Business Solutions employees across the globe use Connect to communicate with each other in the same way as they would on Facebook or LinkedIn, discussing work matters informally but in real-time. The company has also achieved: • Productivity: Employees now have a clear understanding of what it means to be successful, through the use of competency checklists. 10% of training is done through formal learning sessions; 20% is based on 1:1 mentoring and coaching and 70% via informal social learning • Enablement: Subject matter experts are available around the globe 24/7, helping to solve queries and share knowledge faster and more effectively • Talent Readiness: The company has standardised its training across the globe, whilst being regionally- and role-sensitive, providing a consistent experience for employees within the first 90 and 180 days of joining the company • Company Success: Information about new products can be shared quickly, regardless of location, enabling teams to promote and sell new products faster than ever before • Customer Satisfaction: The competency-based training and informal, social support has meant that customers across the globe are serviced consistently and knowledgeably, improving experience • Cost-savings: The organisation is now location- neutral when it comes to training and collaboration; Connect means that employees can communicate from anywhere, with anyone without the reliance on face to face delivery "We've moved from using separate regional systems for training and performance management to a consolidated training-led approach which empowers our employees every single day," concluded Mack. "Cornerstone provides an integrated talent management system that enables and supports our learning culture. Employees are empowered to take control of their own development and knowledge as well as to contribute to discussions and share their ideas and successes with the wider teams." © 2015 Cornerstone OnDemand, Inc. All Rights Reserved. "We have formalised our approach to social collaboration, moving to a competency based approach to training and harnessing the knowledge in our organisation. This mix of formal, informal and ongoing learning is very valuable and supports our ability to provide a consis- tently high quality of service to our customers." Michelle Mack, Global Training Manager, Western Union Business Solutions Cornerstone OnDemand is a leader in cloud-based applications for talent management. Our solutions help organisations recruit, train, manage and connect their employees, empowering their people and increasing workforce productivity. To learn more, visit cornerstoneondemand.co.uk.

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