Case Studies
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HCL iPerform Effective Feedback
A Custom eLearning Solution for the HCL Group
An eLearning course to enhance awareness of the performance management process and to help key stakeholders effectively manage performance conversations.
The Client
The HCL group is one of the leading IT and technology companies in India with annual revenue of over US$ 6.5 billion. The organization, which is one of the first IT start-ups in India, provides IT, Technology, Healthcare and Talent Care services to the clients. The group operates in 31 countries with more than 105,000 employees.
The Requirement
HCL has a robust performance management process for employee reviews and appraisals. This process has two parts – performance review and effective feedback exchange. Three key stakeholders, that is, employees, managers and reviewers are part of this process. While the process was seamless, the company wanted the stakeholders to:
- Know their roles, what to expect in a review meeting and how to conduct themselves in the meeting.
- Ensure that while the process is being followed, it happens in a pleasant, rewarding and credible way.
This prompted HCL to opt for an eLearning solution that would not only enhance the awareness of the process but also help relevant stakeholders in managing performance conversations.
The Challenge
- Understand HCL’s HR processes.
- Analyze the detailed approach to carry out the performance review and feedback exchange.
- Know the current level of process awareness among all the stakeholders.
- Analyze the performance and feedback conversations between all the stakeholders.
The Solution
After analyzing the process thoroughly, SKILLDOM decided to provide the solution that would be customized to HCL’s performance management process. The solution was spread across two modules corresponding to the two key parts of the process. The solution included:
- Process-based Modules: The first module educated stakeholders about the process, its relevance and stakeholders’ role in the process. The second module helped them recognize the importance of timely, periodic and developmental feedback. It also educated them about differentiating between the dos and don’ts of a feedback discussion.
- Scenario-based Learning: To help the stakeholders enhance their skills in managing performance conversations, it was important to understand these conversations. SKILLDOM worked with the stakeholders to understand the actual discussions that took place in the review meetings. This helped us to arrive at the scenarios employees could relate to and identify with in order to manage their conversations better.
- Custom Activities: It was vital to underscore the importance of knowing the process better. This had obvious benefits for all the stakeholders in the form of smoother and efficient process. Hence, to underscore the importance, SKILLDOM devised custom activities that allowed learners to identify their role and the procedure to follow during the process.
- Agile Development: Each deliverable was shared with HCL at regular intervals. Moreover, the feedback provided by HCL was incorporated quickly.
The Impact
The performance management process was comprehensive and had various components that linked to employee’s performance. The performance was reviewed during a project, mid-course and annually. This eLearning course not only helped the target audience get well versed with the entire process but also provided them a definitive action plan to follow during the year round process. The benefits were:
- The eLearning course that effectively spread awareness about the process among all the stakeholders.
- Better review and feedback exchange meetings as a result of improved knowledge about the process among all the employees.
The end-users provided a great feedback about the course, which confirmed the efficacy of this eLearning solution. This project’s success was also validated further, when HCL requested SKILLDOM to provide L&D services for the advanced eLearning module of this process.
Key Features
Custom Learning
Scenario-based Learning
Great End-user Feedback
