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Analysing training needs at Lloyds TSB

One of the UK's leading financial organisations, Lloyds TSB Group, provides personal and corporate banking, mortgages, insurance, investments and pensions. With over 79,000 employees, it is a progressive and innovative organisation dedicated to developing its people to their full potential.

This commitment to people development is evident in the care it takes to scope and define whether staff training is needed as a result of new regulatory requirements or when new projects arise. For example when new change management initiatives - or new software and systems, such as performance management - are introduced.

Managed service

These training needs studies were undertaken by an in-house team of analysts. However in 2001, KnowledgePool won a pioneering contract to provide this service on behalf of the bank.

Following an in-depth consultation process, involving the unions associated with the bank, KnowledgePool created a dedicated team of learning consultants - including ex-Lloyds TSB training analysts and a pool of 30 associate consultants - to manage the service. KnowledgePool recruits the associates and carries out an induction process to ensure that all members of the team understand Lloyds TSB's values and strategy.

Each team member is aligned to one of Lloyds TSB's four business divisions: UK Retail Banking, Wholesale & International Banking, Insurance & Investments and Group IT & Operations. The team's role has broadened since the original contract began. As well as researching and identifying training needs, KnowledgePool has also designed and developed blended learning programmes, involving e-learning resources, participant workbooks, videos, online reference resources, teaching aids for Lloyds TSB trainers and coaching programmes.

KnowledgePool has now undertaken 500 training needs analysis studies for Lloyds TSB. In any given month, the team is likely to be involved in over 50 different projects.

"We have a very successful partnership with KnowledgePool," says Jennifer Wolf, a Relationship Manager for HR Supplier Development at Lloyds TSB. "They have structured the team so that specific people are responsible for our four business divisions and this enables them to bring a great deal of expertise and understanding to each project. The detailed studies they undertake highlight key areas for training and the optimum learning methods such as the ideal blend of classroom-style training, e-learning, distance learning and coaching."

Methodology

When projects or initiatives arise, KnowledgePool's consultants meet with the HR project managers to discuss the objectives, scope, deadlines and critical success factors. The consultants then conduct a training needs analysis, using questionnaires, face-to-face interviews, telephone interviews, focus group sessions and observations. The findings are reviewed, assessed and documented. If training is required, the consultants will recommend a course of action and explain their rationale.

In partnership with Lloyds TSB, KnowledgePool has set up a 'direct access' facility, which enables the project managers to contact and engage a learning consultant straight away.

"One of the biggest advantages for Lloyds TSB is that KnowledgePool provide a flexible workforce who can fulfil our fluctuating demand for the service," says Jennifer Wolf. "They are able to supply consultants who are experienced in our culture, whenever our HR Project Managers need them."

Lloyds TSB's evaluation of the analysis and consultancy work undertaken shows that KnowledgePool is scoring an average of 95 per cent across all the criterion measures which are used to assess its consultants and the overall service, including effectiveness, commitment, timeliness and adherence to the terms of reference.

"KnowledgePool gives us consistency in service and pricing and they bring external 'know-how' and experience," said Jennifer Wolf. "Their consultants are part of our team and this makes all the difference to the success of the projects."