Archives des Onboarding - Audace Digital Learning

GRDF – Elearning “Complaints”

Every year, GRDF, manager of the natural gas distribution network in France, faces a significant flow of complaints. To guarantee the satisfaction of its 11 million customers, it is crucial to properly manage the complaints processing process: from their identification to the relevant response including possible compensation.

Device

In partnership with GRDF, Audace has designed fun e-learning training. It is intended to improve the skills of teams dedicated to processing complaints. This training is deployed in the form of three distinct modules. Each covers a crucial step in the claims management process.

Content

The training consists of three modules, namely:

Complaint: Identify and record a complaint in the dedicated software.
Analysis and Response: Analyze the claim, formulate an appropriate response and determine adequate compensation if necessary.
Compensation: Determine the right level of compensation and correctly enter the associated details.

Technical solution

The system is accessible online and relies on creation tools such as Storyline and the Audace Framework. 2D and 3D animations, consistent with the GRDF graphic charter, bring a dynamic and immersive touch to the training. Animations can be synchronized with voice-over for a more engaging experience.

Educational objectives of the “Complaints” elearning

Ultimately, learners must be able to:

Identify, record and track a complaint
Analyze a complaint and propose an appropriate response
Determine the appropriate level of compensation and enter the associated details

Strategic issues

With nearly 10,000 complaints annually, GRDF must ensure efficient processing to maintain customer satisfaction. The system responds to the crucial need to control the complaints processing process, thus strengthening brand image and customer confidence.

Digital training pedagogy

The training is based on a fun scenario based on the myth of Ariadne and the Minotaur. The maze represents the complaints handling process, while the breadcrumbs symbolize the guidance tool for customers. This concept reinforces the assimilation of complex concepts thanks to a narrative and interactive approach.

Learners are challenged to master each step of the claims handling process, from identification to compensation. They must develop analytical, communication and problem-solving skills to provide adequate answers and solutions.

Game mechanics

The scenario of the myth of Ariadne and the Minotaur creates a playful dimension by encouraging learners to progress through the labyrinth of claims. Defeating the “Minotaur” represents the ability to adequately analyze and respond to complaints, while the “treasure” symbolizes customer satisfaction after effective treatment.

Restaurants Poivre Rouge – E-learning

device

The e-learning solution consists of a collection of gamified modules. This system is accompanied by a dedicated training platform that allows for content distribution, learner tracking, and statistical data analysis.

Themes :

Managment
Table service
Kitchen

target audience

All employees of the restaurant chain (front-of-house and kitchen staff, as well as managers)

Objectives

To train each employee on best practices and expected standards within the framework of quality commitments.

Discover the project in a video.

F2A Network – Interactive VR Training Kiosks for the Agricultural Sector

The F2A network comprises 47 agricultural institutions offering agri-food training programs. To promote its training programs within specialized high schools, the F2A network has equipped itself with 10 state-of-the-art interactive kiosks.

To enable students, future operators, to explore a complete bottling line (an environment that is generally not easily accessible to students), Audace has equipped one of the terminals with a virtual reality system.

Immersed in this fully recreated 3D environment, students can explore all the technical specifics and learn how to operate the machine safely.

EDF – Augmented reality for training on construction sites.

Objectives

Training device on tablets to introduce nuclear safety management in nuclear facilities. As part of a training program, the learner is provided with a tablet to explore an environment filled with augmented reality hazards in a simulated nuclear setting.

Discover the project in a video.

Bridgestone – Tire manufacturing simulator

For all industrial stakeholders, training new entrants is a significant investment of energy, time, and money. Bridgestone, a leader in tire manufacturing, has invested in blended learning combining face-to-face training, Virtual Reality (VR), and simulation in a training mini-factory produced by Audace.

Device

Audace has recreated a complete production line and various machine tools for Bridgestone. Seven workstations and associated operations are simulated.

The operator navigates in their virtual environment using a VR walking pad. They can perform virtually all tasks required for tire assembly and acquire precise technical skills as well as learn how to monitor checkpoints.

Multiple levels of difficulty and scenarios are incorporated to provide progressive and safe training without the requirement of an operational real machine.

The trainer receives visual feedback on the screen. He can track the results and intervene to reinforce a point or overcome a difficulty.

Since its introduction in France, this VR simulator has been awarded the “Bridgestone Group Award for Management Fundamentals” and has been developed for Spain (B-Kanpus, Bilbao). It is currently being deployed in Hungary and Poland. The concept has been expanded to new production processes such as Quality Control and Mixing (Banbury).

Objective

By overcoming the challenges of hiring and training at Bridgestone, the VR simulator allows unemployed individuals with no prior manufacturing experience to acquire the necessary technical skills and the right pace to work on a tire assembly line without experiencing the stress associated with real production.

Keys to the success of the simulator

1. Hyper-realism

The high-quality 3D graphics of the simulator create a complex environment that immerses the learner, making it indistinguishable from real-life situations.

2. Presence

The learners immediately feel connected or present in this environment. Indeed, this immersive learning has the tremendous advantage of being multi-sensory. It requires:

motor functions (involvement of the body in action through the VR treadmill, resistance to effort, ability to repeat precise movements, etc.),
sensory functions (sound, vibration, etc.; for an optimal immersion, the sounds of the workshop and the production line have been reproduced),
emotional functions (building self-confidence, testing one’s limits, developing vigilance).

3. Realisation

The mechanism by which success is measured in the immersive learning environment is related to real performance objectives. The device itself is adapted to the target audience, namely the Generation Y. Learning involves engaging activities similar to video games that are commonly practiced in private settings, which can generate immediate enthusiasm among learners.

ROI of the simulator

Thanks to the digitization of its training program, Bridgestone Bilbao has observed the following return on investment (ROI):

• 80% reduction in the immobilization of production resources required for training
• 90% reduction in the immobilization of human resources required for training
• 30% to 50% reduction in safety incidents
• 30% to 50% reduction in quality issues

Outcome: 70% cost savings on the total training expenses.

Besides the other impacts :
• National company image (frequent articles in national media + Visit of the Prime Minister of the Basque Country)
• Enhanced local corporate image
• Company image within the industry (clients/suppliers)

Orano Serious Game – “New Employee Journey”

Device

At the request of Orano, Audace Digital Learning designed a serious game for new contractors and employees whose tasks involve interventions in nuclear power plants.

Through a 3D simulation, new employees experience the various stages of a journey within a nuclear power plant and must adhere to safety rules.

Objectives

Providing new employees with all the necessary information to work on a production site.

Content

The ACCUEIL Serious Game is used in blended learning as a pedagogical tool by the expert trainer to guide new employees through the on-site induction process, specific rules and equipment, on-site procedures, and fostering a culture of shared vigilance.

It is delivered on tablets. A secure case is used to transport and recharge the 2 tablets required for each session.

Scenario

The player acts as a puppeteer: the learner controls a character through a simple Point-and-Click interface and must make decisions and react to the situations they encounter.

By seeking realism, we enable new employees to immerse themselves and engage in the story they are observing. They become active participants in their training!

Discover the project in a video.

Arcelor Mittal – “Serious game RHOB2”

device

ArcelorMittal was opening a new production unit dedicated to steel processing. The investment required a swift implementation after the completion of the construction. The goal was to train the personnel on their future work environment and tools prior to the actual launch.

This hyper-realistic simulation Serious Game (designed based on building plans) incorporates all efficiency criteria: topography and navigation in the future site, operation of tools and processes, first-level intervention, equipment control, adherence to standards, protocols, and safety.

Objective

Training the personnel on their future work environment and tools prior to the launch of a new production unit.

TARGET

Intended for training purposes :

For new entrants within the company
For personnel undergoing career transition
For skill recycling or skills retraining

Discover the project in a video.

Aix Marseille University : Micro-learning management

Match Drivers

Skema Serious Game – Knowledge Management

Every year, SKEMA Business School, a leading French business school, organizes the Sprint Knowledge Management, a seminar aimed at introducing and raising awareness among students about the challenges of knowledge management, highlighting its organic and nurturing impact within an organization.

In order to lead the 2022 Sprint, Audace Digital Learning has designed a Serious Game “La table de Marie”: an application of knowledge management in the world of catering.