Cisco Systems partnered with Enspire Learning to create an e-learning course on organizational learning
by Site Staff
November 19, 2012
ENSPIRE LEARNING
Cisco Systems Inc. needed to eliminate the “diving catch” approach to its learning. Employees at the technology company often found themselves reacting to problems without using institutional knowledge. Instead, the company wanted to create a learning offering that would alert users to the diving catch issue and lead employees to build captured, shared and stored knowledge. It also wanted to endorse its “Learn, Improve, Share” model.
Cisco partnered with Enspire Learning to develop an e-learning course, “Introduction to Cisco Organizational Learning: The LightSabre 1550 Crashes.” The goal was for learners to be able to define the concept of Cisco Organizational Learning (COL), repeat the framework of Learn, Improve, Share, and to list potential actions to promote the initiative.
The course took on an interactive graphic novel style, pushing users to follow a narrative as they investigated the causes of outages for a fictional piece of equipment while managing a client’s frustrations. The course gave learners the experience of resolving the situation in two modes.
First, users explored a resolution through the diving catch approach. While the problem is fixed in this situation and the customer’s service is restored, users eventually learn that when the client upgrades to the newest version of the equipment, it crashes due to poor testing and training, and the client moves its business elsewhere. This situation allows the user to consider the consequences of the diving catch approach.
The second approach had users go through the COL model, stressing the importance of using knowledge gained. After users apply this model, they uncover causes for the crash and share them with others. This not only fixes the problem, it results in a new version of the equipment not crashing.