Case History – Accelerative Learning Implementation into all Airline Training Programs
American Airlines; Dallas/Fort Worth, TX, USA
Contact:
Tommy Tompkins, Training Director, 1997-2001.
Business Type:
International Airline in the USA; over 100, 000 employed and over 220 destinations, worldwide.
Previous Training Program:
Majority of training programs were delivered in a lecture-based format, some with computer assisted instruction.
Client Scenario:
American Airlines determined the need to change training programs due to high failure-rate of employee trainees, employee retention, on the job competency, low customer service ratings, and poor on-time performance.
Accelerative Learning was chosen to be implemented into all training, as it is proven to achieve positive results and ROI through improved learning effectiveness.
System Implemented:
Karen Gentry-Sizemore, trained by ICAL, was hired as an Accelerative Learning Internal Consultant to change and implement Accelerative Learning Design into all airline training curricula. Accelerative Learning design was applied to training programs for:
- Flight Attendants
- Customer Service Agents (gate/ticket counter)
- Reservations Representatives
- Ramp and Cargo Agents
- Safety, Security and Environmental Areas
- Supervisory and Management Development
Accomplishments:
Accelerative Learning Training resulted in better employee retention, and on the job performance including technical skills and customer service. Curriculum for Customer Service Agents won the ASTD “Excellence in Practice Award” over 60 competing companies worldwide based on effective training and ROI. Trained all curriculum developers and instructor staff in Accelerative Learning Methodology.
Satisfaction:
- Information was easy to comprehend and apply
- Improved student self-confidence
- Positive feedback received from students after completion of training stating that training was an enjoyable experience.
Knowledge:
- Achieved technical knowledge and customer service skills faster than “traditional” methods
- Increased test results due to improved comprehension of material presented using Accelerative Learning Course Design.
Application:
- Employees were able to immediately apply technical and customer service skills on the job
- Improved passenger processing times at check-in.
Return on Investment:
- Shorter learning curve for job proficiency
- Improved customer satisfaction
- Attrition due to training failure dropped from 18.3 percent to 8.5 percent, resulting in an annual savings of 6.4 million dollars.
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