4 Top Tips for in-house smart E-Learning for better skilled staff


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Richard Mukheibir Pix for CFPR and Cash Converters in August 2014 by Jeremy Glyn

Wave goodbye to chalk-and-talk sessions – 21st-century staff training is smarter and better switched on to the way people work, learn and have embraced technology in their lives, says Richard Mukheibir, CEO of Cash Converters Southern Africa.

The company began with DVD-based learning in 2014. Its e-learning platform now offers 250 custom-made modules that also feature animation and interactive learning, with functionality improving all the time as fibre is rolled out to stores. In effect, this has become the company’s in-house version of the popular MOOCs (massive open online courses), pioneered in the USA from 2008 and expanding rapidly in 2012 and 2013 with the global launch of Udacity, Coursera and FutureLearn.

As a franchise company, Cash Converters regularly needs to upskill existing staff as well as offering training for new franchise owners, their management and staff who all need to be trained whenever a new store is opened. E-learning also addresses the challenges of ensuring training quality control and the resource-intensive nature of training across multiple regions and with high retail staff turnover.

“Even with manuals, workbooks and other set curricula notes, the same session leader might deliver live training in different ways responding to different audiences – with different session leaders, the variations expand exponentially,” says Mukheibir. “Developing an in-house e-learning platform has enabled us to ensure that everybody hears the same words from the same source, allowing both alignment to standards across an international brand and localisation.”

The highly interactive platform uses a lot of video, animation and some gamification, he says. This has been introduced by Beverley Slabbert, recruited in October 2013 for her combined skills in training, website design and development. Following her 2014 pilot, half the Cash Converters stores were introduced to the new e-learning platform over the next year. The value of the programme encouraged uptake by the remainder, with more than 1 300 staff from both head office and stores interacting on the platform.

“All our stores now have access to powerful networks that are always online thanks to two failsafe devices,” says Slabbert. “This means staff can now download our training app onto their smartphones instore, then log into their profile and load their next module to catch up on offline whenever and wherever suits them.”

All modules are kept deliberately short, with a preferred maximum length of 15 minutes and a goal of five to 10 minutes. A few are unavoidably longer though, says Slabbert.

Curriculum is broadly divided by role, offering each staff member his or her dedicated modules. Using techniques familiar to many staff members from platforms such as Netflix, each staffer sees a personalised home page on the curriculum planner that tallies how much of each section and the overall curriculum has been covered or is outstanding.

Over the past year, social-media techniques familiar to users of Facebook, Instagram and FitBit, for example, have been built in to offer e-learners points and badges for progress and the ability to “like” modules and posts. In turn, this means that user analytics can enable content to be flagged as “suggested for you”, “popular in your network” or with high “like” ratings, while pinpointing for the administrator any content that needs tweaking or revising.

“Our e-learning platform is an all-round winner,” says Mukheibir. “It ensures all staff receive the same training standards and content, flags strong performers for fast tracking and those who need extra help, and also assists us with compliance records since it logs when a staff member worked on the module and passed the assessment.”

4 Top Tips for in-house E-Learning

  1. Your e-learning platform must be designed and built for your end user, the staff member. You might love cool, fancy or amazing functionality but your end user might not be comfortable with it. It could then overwhelm technophobes and frighten them off so they don’t come back.
  2. Start simple to get even the most reluctant users happy using the e-learning platform – then switch on added functionality as they become confident.
  3. The person responsible for the success of your e-learning platform should be someone excited by the potential of technology, an active social-media user, and who cares about people learning effectively.
  4. He or she should not be an IT geek and does not need to code. Anybody in a training position should be able to oversee the platform.

About Cash Converters

Cash Converters Southern Africa was co-founded in 1994 when Richard Mukheibir (Chief Executive Officer) and Peter Forshaw (Chief Financial Officer) bought the licence to establish a master franchise of the Australian brand, the world leader in trading and marketing second-hand goods and now the world’s largest cash and asset converter. Cash Converters Southern Africa purchases merchandise from customers, enabling them to have instant access to cash.

Since 2007, it has also offered short term loans against a customer’s valuables or against their salary. Cash Converters Southern Africa is built on a solid foundation of franchisee owner operators, guided by core values of passion, professionalism, integrity, respect and collaboration. It has already empowered nearly 100 franchisees to run their own businesses and create their own wealth. Each franchise store, in turn, provides job opportunities for an average of 12 employees, each supporting about five other people. This network of businesses is supported by robust processes and systems and ongoing training programmes for franchisees and staff.

Dynamic growth of up to 20% per annum has created more than 84 Cash Converters stores in Southern Africa (as at 1 January 2018). These stores will have a combined annual turnover in excess of R1.7bn across all products and services in 2018.

They are part of the rapidly expanding Cash Converters International network of more than 740 stores around the world. These can be found in such diverse countries as Australia, the founding country, the United Kingdom, Singapore, New Zealand and the UAE, as well as France. Cash Converters Southern Africa was a finalist for the Franchise Association of South Africa Franchisor of the Year Awards in 2014, 2015 and 2016.

Find out more about owning a Cash Converters Franchise