How do you shrink geography, put training into the hands of operational sites and reduce costs? Use a training materials product.

BP’s southern African region covers 1 234 sites and 12 countries. Training has to reach 25,000 forecourt attendants who speak 30 different languages. Previously, training was driven from mobile classrooms, but limitations of time and distance meant that trainers never reached more than 40% of sites per year while staff turnover and shift rotation meant only 20% of staff might receive training.

A creative implementation shift was required. BP called in Trainiac, which proposed place-based training tailor-made for BP. Trainiac’s innovative instructional design put all training materials in a black box. The central element was a learning map of the forecourt environment depicting numerous situations, including cash collections, fuel deliveries,and health & safety precautions. Tighter focus on operational specifics was achieved by using card decks. Right and wrong exercises, using chat packs were also included. A further set of communication maps were designed for use in story-telling exercises to prompt two-way engagement. Smart implementation was essential. Trainiac trained BP corporate trainers who trained 1,234 site coaches who engaged their peers. Language-less visual prompts enabled site coaches to put training into their own words.

Results were measured by before-training and after-training comparisons which showed improved staff turnover, fewer safety incidents, increased site turnover and a rise in the number of customers. Mystery motorist visits and customer comment cards confirmed better customer service … all through thinking “into the box”. The Trainiac Box.