By definition, Public Storage is a
repository. Operating more than 2,100 properties in 38 US States and seven EU
nations, the Public Storage brand is becoming synonymous with secure, clean
storage facilities where people with space challenges keep valuables, collections
and heirlooms. In other words, it’s the world’s attic.
Given that core mission, it’s not
surprising that as a company, Public Storage is learning about the benefits of
e-learning, starting with a central repository for learning materials, courses and
resources.
Meet the gatekeeper of that repository,
Oscar Herrin, vice president of learning and development for Public Storage.
Just as his company moved from an instructor-led model to an e-learning model,
Oscar started his business career in operations for 7-11 Corp., and moved into
a learning role at Dunkin Brands, the parent company for Dunkin Donuts and
Baskin Robbins. Learning wasn’t completely new – he’d been assistant dean of
students for National
University – but the
world of corporate training was quite different.
When Oscar first joined Public Storage
nearly three years ago, the company’s approximately 4,300 field employees
(property managers and relief managers) were trained by a training specialist
in each district. That training was largely based on a participant’s guide and
a new employee facilitator’s guide. The trainer would walk the employee through
the training to prepare them to run a property, with much of the activities
modularized (processing payments, managing contracts, overseeing move-outs,
etc.).
So his first job was to standardize
training across the company. He gathered the variety of learning materials and
posted it all online, where people at any location could access the same
information all in the same place.
Next step, Oscar began modularizing the
materials, putting together different buckets where each needed competency was
taught. Those modules were also moved online, and later they became the basis
for courses.
The day of the instructor still reigned,
however, and those courses were burned onto CDs and distributed to field
trainers. When something had to change, courses were redistributed.
That all changed in the past year.
Courses were initially deployed through an intranet site, and then moved onto
Public Storage’s learning management system in January 2009. In March, the new Public Storage
Online Academy
was launched and e-learning options were fully deployed, with Expertus helping
develop some of the courses. Oscar added to the mix some online job aids,
reference guides and live and recorded webinars.
In the 7 or so months since that launch,
Oscar has seen very good response rates and feedback. Public Storage has seen
nearly 50,000 course completions already and turnover has been decreased
significantly. While many factors could be involved in that, Oscar credits it
at least in part to better job satisfaction as the result of more access to
information, best practices and company knowledge.
While e-learning is making a strong
connection for Public Storage, the live trainer has not left the building. Live
trainers are often used to demonstrate processes to employees: They learn the
theories and procedures via e-learning, then get a hands-on demonstration and
opportunity for live practice.
“This is where they gain their practical
experience, by witnessing a demonstration and doing it themselves,” Oscar said.
What’s more, Oscar is seeing acceptance
for the learning method f
rom leadership and his executive peers. He’s seen
already an increased demand for online courses. Essentially, any new corporate
policy, procedure or system generates its own online course.
“Because of our success, the demand keeps
coming,” Oscar said. “It’s great, but we’ll never be done.”
Not that he’s looking to be done. Oscar
is proud to be part of the company’s goal to transform into a more
customer-centric organization, by providing associates with the tools for
better customer service. In fact, next year, he plans to roll out an online
storage expert certification program to further cement organizational
knowledge. He’s also working with Expertus on a product knowledge course.
“I’m excited everyday just to find out what
will happen next,” Oscar said. “We’re in the business of developing people to
their next level. We want to enable them, to have resources.”
