WP1 Report 1. Introductionlepo.it.da.ut.ee/.../sme/qmp/CCC-WP1_Evaluation_Final.pdf ·...

ELQ - SME Project: E-Learning Quality for SME's: Guidance and Counselling

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1. Introduction

The project target sector(s) are G51, G52 and M80 APPLICATION FORM for Pilot projects – Leonardo da Vinci, (page 11/49)

The Users of the project outcomes are PME, OF, PP.

We understand G51 and G52 are wholesale and retail trading companies as well as service enterprises related to commerce (as hairdressers, laundries, dry cleaners, …, etc.).

When we say SMEs, we always refer to the size as a whole and in its entirety of the establishments, branch offices, subsidiaries, etc. of the company, even if the company works in one sole country or is a multinational one.

Likewise, we refer to its departments as a whole: purchases, sales, administration, Human Resources and/or training, etc.. We understand, that in no case we can consider a department or a branch office of a big company as an SME, even if it has a staff of less than 250 employees.

2. Case studies

To facilitate the analysis of the case studies , -to decide about their validation in this project -, we classify the universe of enterprises as follows:

2.1 Trading SMEs users of e-learning.

SMEs of the commercial branch which have done some training course through e-learning with programmes provided by external companies, due they haven’t neither the resources nor the necessary competences to develop training courses for its employees according to its necessities.

2.2 Other SMEs users of e-learning. SMEs of other activity branches, -different from trading sector-, which have done some training course through e-learning with programmes provided by external companies, due they haven’t neither the resources nor the necessary


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competences to develop training courses for its employees according to its necessities.

2.3 Trade Enterprises gathering independent employers Trade enterprises gathering independent employers in companies with a number of employees from very small SME’s to big companies.

2.4 Big Companies.

Companies which cannot be considered SME, due to its dimension.

2.5 Organisations providers of e-learning. Organisations which provide training programs which can design and develop standard or adapted e-learning training courses for the client-firm.

These companies can be sub-classified in:

2.5.1 Organisations providers of e-learning for trading SMEs.

2.5.2 Organisations providers of e-learning for other SMEs.

2.5.3 Training institution

The cases studies described by the partners can be assembled -according to the prior classification- in:


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2.1 Trading SMEs users of e-learning. The countries providing SME trading companies as well as service enterprises related to commerce SMEs which have done some e-learning course are Portugal, Germany and Spain.

The staff of these companies show: 5 employees (Infocut), 12 employees (Electro Biergans), 4 employees (Librería Álvarez) and 3 employees (Tuca Informática), which gives an average of 6 employees per company.

In all these 4 trading SME-cases with e-learning experience the training has been carried out by the owner/manager or by a mangement assistant (wife of the manager). 2.1.1 INFOCUT - PORTUGAL Business sector Software commercialization and maintenance NACE G52 Number of Employees

5

Experiences with e-learning since

2003

Target group/ participants

1: the company CEO

Content Master in Educational Technology Contents:

- Conception of multimedia materials for the www; - Didactic on ICT’s; - Distance learning and e-learning; - Educational research methodologies; - Hardware and networks basic foundations; - Internet and education; - Learning Psychology; - Project seminar; - Software basic foundations

Form B-Learning

This case is a successful sample of training by e-learning, although in our opinion a master in Education Technology doesn’t show the training necessities of the trading companies as well as services related branches.


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This Master enables you in Education Technology and the participant can put into practice the acknowledgments in her/his job in Infocut.

2.1.2 ELEKTRO BIERGANS - ALEMANIA Business sector Company of the trade sector which provides electric installations

(trade sector) NACE G52 Number of Employees

12


1999


1 – manager’s assistant (=wife of owner)

Content Office management: • Introduction into Internet • Basics in computing • Office management • Economics • Working and contract law • HR-Management • Controlling • …..

Form Online education (web based)

This case shows a trading SME doing a training course of trading e-learning. The participant did a successful experience in business administration, which is well documented.

We consider, -from a user’s point of view-, it is one of the best cases, due it shows training through e-learning of a trading and services related SME.


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2.1.3 LIBRERÍA ÁLVAREZ - SPAIN Business sector Bookshop NACE G52 Number of Employees

4


2005


1 - Owner

Content Microsoft Word Contents:

- Open, create and save documents, - Advanced tools, - Orthographic and grammatical revision, - Format, - Working with boards, - Working with documents on line and through Internet, - Unifying documents through correspondence combination, - Personalizing Microsoft Word….

Form Online web-based

This case shows a user’s e-learning experience of a small businessman of the trading sector. The participant did a successful experience in a computer science course.

The case describes the development of this on line-course through the user’s point of view.


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2.1.4 TUCA INFORMÁTICA - SPAIN Business sector Sale of and advice on computer products, hardware and software NACE G52 Number of Employees

3


2005


1 - Manager

Content Commercial English Contents:

- Articles, superlatives, tag questions, - Future expression: will and going to, - Modal verbs, quantity adverbs, - Telephonically attention and commercial correspondence, - Possibility and security, - Suggestions and necessities, simple and continuous

present, - Quantities, - Superlatives, no progressive verbs,


This case shows a user’s e-learning experience of a small businessman of the trading sector.

The participant did a successful experience in a language course.

The case describes the development of this on line-course through the user’s point of view.


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2.2 Other SMEs users of e-learning

This group includes the companies a-punkt from Germany, Balti Investeeringute Grupi Pank AS – BIG from Estonia and Kometer-Kaska from Austria.

The staff of this 3 companies show 5, 101 employees and 0 employees, and its activities are architecture, financial businesses and IT.

As the prior 4 trading SMEs, the e-learning training has been carried out with programmes of external companies.

2.2.1 A-PUNKT - ALEMANIA Business sector architecture firm (service sector not related to trading branch) NACE O93 / (K74) Number of Employees

5


2004


Employees and employers needing further training in project management

Content Project management, social competencies and working techniques: • Introduction into the project management • Time- and task management • Presentation techniques • Planning of projects • Planning in projects: time – resources – costs • Project controlling • Project finishing

Form Blended Learning Arrangement

This case shows a successful e-learning experience done by employers and employees of an architecture-SME (service sector not related to trading branch).


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Consequently, we consider in this case the company is not a trading one, as well as it doesn’t render services related to commerce sector.

2.2.2 BALTI INVESTEERINGUTE GRUPI PANK AS - BIG - ESTONIA Business sector Finance NACE Number of Employees

101


2004


Branch Loan officers and Credit managers

Content Credit Management I-II

Module I – Private Loans: products, conditions, analysing process, repayment, legal issues and policies Module II – Business Loans: products, conditions, analysing process, repayment, legal issues and policies

Form Blended Learning

This case shows a successful experience in e-learning carried out by a small company of the financial businesses branch (services not related to commerce).

The content of the course doesn’t show the training necessities of the trading branch nor related services to it.

The company is neither from the trading branch nor related services.


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2.2.3 KOMETER – KASKA - AUSTRIA Business sector IT NACE Number of Employees

0


2003


Employer

Content MS-Office MOS Cert.

Form Blended Learning Solution

This is an example of using e-learning from the point of view of the course user, indicating the advantages found by a small employer in this modality, in an experience of success in which 83% of the participants achieved the aim proposed.


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2.3 Trade Enterprises gathering independent entrepreneurs

Trade enterprises gathering independent entrepreneurs in companies with a number of employees from very small SME’s to big companies. This group includes the company Golff Supermarkets from Netherlands.

Golff supermarkets are run by independent entrepreneurs. The number of employees fluctuates from 1to 1800.

2.3.1 GOLFF SUPERMARKETS - NETHERLANDS Business sector Retail, food supermarkets NACE Number of Employees

1 <#<1800


First experience


Primary group: new employers and employees

Content Course introduction Golff Form Online web-based

This case shows the success of the introduction of e-learning courses created by the company for the staff training belonging to a company of food commerce sector.

It describes the phases of creation and developing the introductory course programme and the success factors.

It also explains in financial terms the saving in productivity, the increase in productivity and the savings for entrepreneur due to e-learning training.


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2.4 Big companies. Companies which dimension excludes them from being considerated as SMEs.

This group includes the companies KPMG Norge from Norway, York Refrigeration from Denmark and Roche Diagnostics from Austria.

The company KPMG of Norway is included in this group. We do not know the size of its staff, but its multinational dimension is well known. York refrigeration has in Denmark a staff of 220 employees, but it’s a multinational company and has to be considerated big company (the primary target group is the company’s 2000=individuals service technicians), like Roche Diagnostics with a staff of 250 employees in Austria.

2.4.1 KPMG NORGE - NORWAY Business sector Provider of audit, tax and advisory services NACE Number of Employees

---



Employees working with audit, tax and advisory services on all organizational level

Content 2 courses: Bookkeeping legislation; Flotation and capital increase

Form Online web-based education

This case shows a successful experience of a big company In the process of creating and developing an e-learning course for their employees working in audit, taxes and consultant services (services not related to commerce).

It describes clearly the creating and developing of the e-learning course and its features, as well as the different steps of the administrative process of the course We consider this company is not an SME, neither from the trading branch nor related services to trading sector.


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2.4.2 YORK REFRIGERATION - NORWAY Business sector York Refrigeration is a subsidiary of York International Corporation,

a global concern within heating, ventilation and refrigeration. NACE Number of Employees

220 in Denmark.


1990s


The primary target group is the company’s 2000 service technicians. The secondary target group is the company’s 100 costumers.

Content Training installation of cooling systems and reparation of cooling system components.

Form Web-based e-learning used in conjunction with classroom and workshop training as individual learning and as manuals and documentation.

The case shows a successful experience of a big industry-company in the creating and developing process of e-learning courses for services technicians of the company and its clients.

It describes clearly the course, the developing and administration process, as well as its financial aspects and the ROI calculation in monetary terms.

This company is not an SME (it’s a subsidiary of York International Corporation), neither a trading sector company, nor a related services one.


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2.4.3 ROCHE DIAGNOSTICS - AUSTRIA Business sector Medical Technology NACE Number of Employees

250 in Austria


2002


Technical employees in production

Content Qualification in production engineering (specific technologies) Form Blended learning solution

The case explains the motivation for the utilisation of e-learning for the training of the employees. It explains the platform used and the characteristics of the courses, stages of the course development and the success factors.

This company is not an SME, neither a trading sector company, nor a related services one.


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2.5 Organisations providers of e-learning.

2.5.1 Organisations providers of e-learning for trading SMEs. In this group are the following case studies: ANF (Portugal), Medilabor – SAF (Portugal), ETraining OÜ (Estonia) and Interpolis/ ‘WerkAttent’ prevention officer (Netherlands). .

In this case studies the organisations providing e-learning training have designed and developed training courses for trading SMEs.

2.5.1.1 ANF - PORTUGAL Business sector Entrepreneurs Association NACE Number of Employees

140


2004


Pharmacists G52

Content “Gastrological Refluxes and Peptic Ulcer Disease: physiopathology, clinic and therapeutic”

“Vaginal Infections: hygiene and therapeutic”

Form ELearning (asynchronous learning session)

This case shows clearly a successful experience of an Entrepreneurs Association which bets for the online training as a valid tool for training their associates and its staff-collaborators who work in trading-SMEs of pharmaceutical products.


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2.5.1.2 MEDILABOR - PORTUGAL Business sector External rendering of services of Safety and Health at work, for

small, medium and big enterprises with vocational training services, (it has an own training department).

NACE Number of Employees

19


2006


1 Training Technician

Content eLearning awareness

• Module I – To affect the eLearning inside the organization.

• Module II – The ROI of an eLearning system. • Module III – To conceive pedagogic contents for the eLearning.

Form bLearning (mixing class training with synchronous and asynchronous sessions)

The case shows a successful experience of an e-learning course through online done by a training technician of an SME from the Safety and Health at Work sector, with a vocational training department.

The case describes clearly the carrying out of the course and, although the content of the course does not show the training necessities of the trading-SME’s sector, the participant can use her/his knowledge in the training activity of MEDILABOR.

This company is neither from the trading sector nor from related services to it.


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2.5.1.3 E-Training OÜ - ESTONIA Business sector Consulting & training NACE Number of Employees

20


2003


SMEs commerce G52

Content Sales management and product knowledge content LMS has 2 user levels:

Level I - Employee(s) and Level II - A manager or trainer

Form Web based learning and testing

The case shows clearly a successful experience of a training SME designing and developing an e-learning course to train, evaluate and certificate the employees of trading SMEs. The course has 2 levels: employees (Level I) and trainers/managers (Level II).

At the same time, the difficulties to produce interactive contents by an SME provider of e-learning are pointed out.


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2.5.1.4 INTERPOLIS / ‘WerkAttent’ prevention officer – NETHERLANDS Business sector Clients: Trade, retail, finance, construction NACE Clients: commerce SMEs G52 (besides others) Number of Employees

Clients: 1< # < 100 (clients)


2003


Employers and employees who are appointed as prevention officers

Content ‘WerkAttent’ prevention officer training course five modules: • organisation of prevention within the organisation; • advice on, and drawing up, a Risk Inventory and Evaluation

(RI&E); • advice to, and collaboration with, interested and involved parties; • working together on the implementation of measures; • ‘encyclopaedia’ function for employers and employees.


The case shows clearly a successful experience of a big company in the creating and developing process of an e-learning course to enable and certificate the health responsible person and the risk prevention at trading-SMEs (and other activity sectors), according to actual laws.

Specially, the description of the creating and developing phases of the whole program’s process is pointed out, from the formulation of the program’s creation purpose to the results obtained. It includes ROI in economical terms.

The program has been validated by an external firm.


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2.5.2 Organisations providers of e-learning for other SMEs.

In this group are the following case studies: Cinel (Portugal) and Interpolis / Rabobank (Netherlands)..

2.5.2.1 CINEL – PORTUGAL Business sector Vocational Training Centre of the Electro industry NACE Number of Employees

60 Workers


2001


CINEL collaborators CINEL trainees from initial vocational training CINEL trainers People in general

Content English, multimedia, computer science, domotic,business start-ups. In 2006, the english course is the only one available

Form E-Learning

The case shows a successful experience of several e-learning courses for the electro industry sector as web as for the public in general.

The case studies specify the developing phases of the course, the advantages and disadvantages of the bases developed by the company technicians and the modifications done to improve its functioning / operability.

At the same time, the need of implementing constant improvements, either on the contents level or on the way of interacting with the trainees, is pointed out.

We consider it is a training organisation which is focused on a different sector, neither on the trading branch nor on related services to this.


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2.5.2.2 INTERPOLIS / RABOBANK - NETHERLANDS Business sector Insurance Client: Bank / Insurance NACE Number of Employees

Rabobank : 4.000 employees who work in groups of small and medium sized cooperatives: 1< # < 300 -


Advanced users


Financial advisors to individuals – life insurance

Content The e-learning programme operates on two levels Life A (generic) Life E (policy-specific) Partner & Child Insurance.


The case shows a successful experience of a big company in the creating and developing process of an e-learning course for insurance consultants (service not related to trading branch) for their qualification regarding the necessary master-level for the carrying pot of their activity, according to actual laws.

It describes clearly the provided course and the features of the process, as well as the financial aspects and the ROI calculation in monetary terms.

The programme has the FSA quality mark.

We consider, the companies are nor SMEs, nor from the trading sector, neither related services to it. The users of this training, -small and medium sized cooperatives of the bank / insurance sector (services not related to commerce) cannot be considered SMEs, because they are subsidiaries of a company -Rabobank- with a global staff of 4.000 employees.


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2.5.3 Educational institution 2.5.3.1 NKI AS – Norway Business sector Education NACE Number of Employees

145


1986


Prospective tutors in distance education All full-time employees

Content Tutor in distance education Courses on the initiative of the management Courses or study programmes

Form Online distance education

The case describes the e-learning training of the employees of a non governmental educational institution dedicated to distance training, with three kinds of courses: tutor in distance educations, e-learning courses taken at the initiative of the management and e-learning courses taken on the employee’s personal initiative.

It explains the difference the completion rates and satisfaction according to the kind of course done, underlining the role of the personal motivation in the success of the training experience.

The case describes e-learning platform and technology issues perfectly.


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3. Conclusions.

Validation Viewpoints:

For the validation of the 18 case studies, we can use 3 different Viewpoints:

1st Viewpoint: Sectors benefited codes G51, G52, M80

According to this viewpoint the validated case studies are 10.

Validated case studies: Infocut

Elektro Biergans

Librería Alvarez

Tuca Informática

Golff Supermarkets

ANF

Medilabor - SAF

E-Training OÜ

Interpolis / ‘WerkAttent’ prevention officer

NKI AS

2nd Viewpoint:

Final users: PME, OF, PP

According to this Viewpoint the case studies validated are 15.


Elektro Biergans

Librería Alvarez

Tuca Informática

a-punkt

Balti Investeeringute Grupi Pank As - BIG

Kometer-Kaska

Golff Supermarkets


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ANF

E-Training OÜ


Medilabor

Cinel

Interpolis / Rabobank (Netherlands).

NKI AS

3rd Viewpoint: Sectors benefited and Final users:

According to this Viewpoint the validated case studies are 10.


Elektro Biergans

Librería Alvarez

Tuca Informática

Golff Supermarkets

ANF

Medilabor - SAF

E-Training OÜ


NKI AS

We consider, according to the requirements of the project, that the validated cases should be the ones accomplishing the 3rd Viewpoint.

The cases a-punkt, Balti Investeeringute Grupi Pank As – BIG, Kometer-Kaska, Cinel and Interpolis / Rabobank could be included to say prior 10 validated cases, although they are not trading-SMEs.

The cases KPMG Norge, York Refrigeration and Roche Diagnostics a which do not fulfil nor of the 3 Viewpoints, could be mentioned (and included) as an example of good practices for e-learning training, being fully aware that there are substantial differences regarding the training necessities as well as regarding the training resources between SMEs and Big Companies, specially in the trading sector.

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WP1 Report 1. Introductionlepo.it.da.ut.ee/.../sme/qmp/CCC-WP1_Evaluation_Final.pdf ·...

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