An integrated approach to a store based CBT package

During the late 1980s, Coles Supermarkets implemented an Australia wide store based computer system which would administer all of the stores' needs, including:

• financial management
• merchandising needs
• system maintenance

A customised Oracle database, known as SAM, was created to handle all the store needs. An important component of this package is a Training Module, which provides the potential for computer based training on all aspects of the SAM menus. From an instructional design viewpoint, some needs were not adequately catered for. This paper looks at an approach to integrating the existing CBT package with a range of additional resources to maximise the efficient use of CBT in stores.

Coles Supermarkets, with a base of close to 400 stores Australia wide, is one of the giants of the Australian retailing industry. During the late 1980s, the company implemented an Australia wide store based computer system which would administer all of the stores' needs, such as:

• financial management system
• merchandising needs
• system maintenance
• other necessary functions

A customised Oracle database, the Store Administration and Management system, affectionately (in some quarters) referred to as SAM, was created to handle all the store needs. The database is currently 1 gigabyte in size and consists of seven different storage areas. Each different storage area contains a different set of related objects, for example: tables index, temporary storage areas and dictionary definitions. An important component of this package is the Training Module, highlighted in Figure 1. This module provides computer based training on all aspects of the SAM menus.

Figure 1: Store Administration and Management screen

A development team spent over two years creating a comprehensive computer based training module as an important aid to meet the staff training needs for the Store Administration and Management system. An authoring package called KSS:Author was used, which allowed development of the CBT component to be PC based, with the completed package being able to be ported to the tower system to operate under an appropriate presentation driver.

The comprehensive range of training topics can be seen in Figure 2, the Computer Based Training Master Menu screen.

Figure 2: Computer Based Training Master Menu

The stated instructional objectives regarding the role of the CBT module were to provide:

• an online source of information about store systems
• summary of training materials available on these systems
• cross reference to procedure manuals
• opportunity for staff to direct their own store systems training
• opportunity tor users to learn at their own pace
• opportunity for users to achieve maximum productivity

• Time factor: users found that working through the CBT took too long

• The linear design of the CBT menu structure: frustrations by users at having to work through too many unnecessary screens to reach the ones they want. The inclusion of a navigational map at the beginning of the CBT module would assist users in finding their way more easily and productively through the electronic landscape/ maze.[1]

• Navigational inconsistencies

• Simplification of captured screens needed

• Inadequate feedback and reinforcement

• Poor screen design: too cluttered and visually confusing, as in the example shown in Figure 3.[2]

• A lack of paper based reference and Help materials

• Little or no explanation elaborating the need for particular procedures or actions. The learning process would be enhanced by such explanations.

• Unnecessary repetition of information at the beginning of each topic

Figure 3: An example of cluttered screen design

In response to the questionnaires and interviews with users, as well as after due analysis of the existing CBT, it was recommended that:

• It is not viable to rewrite the current CBT
• CBT in its current form does not meet the user's needs
• Users need to have greater input concerning their training needs
• An integrated package needs to be designed to maximise existing resources
• A more friendly interface will result in greater productivity for Coles.

• a new CBT manual (see Figure 4)
• a Personal Workbook
• keyboard templates
• a Poster
• reference aids
• a current set of Procedures manuals

Figure 4: Illustration from the cover of the CBT Manual

The launch strategy for the new package would involve: liaising with Store Operations; setting up an evaluation panel of appropriate experts; colleague reviews and piloting the package in a number of stores.

It is felt that by re-launching a more efficient and user friendly CBT package, which integrates and makes more readily availably to users a wide range of references to assist them in their daily tasks associated with the use of the Store Administration and Management system, the training needs of users will have been successfully addressed.

Coles understands the value and importance of maintaining its position at the vanguard of technology enhanced training, and commitment to this vital training project further enhances this position.

Notes

1. Hedberg. J. G. & Harper. B.
2. Lavix. C. & Milheim. W. D.

Bibliography

1. Hedberg, J. G. and Harper, B. (1992). Navigation options in interactive multimedia. In J. G. Hedberg and J. Steele (eds), Educational Technology for the Clever Country: Selected papers from EdTech'92, 10-16. Canberra: AJET Publications. http://www.aset.org.au/confs/edtech92/hedberg.html

2. Lavix, C. & Milheim, W. D. (1992). Screen Design For Computer Based Training and Interactive Video: Practical Suggestions and Overall Guidelines. Performance and Instruction, 31(5), 13-21.

Author: John Sandler, Coles Supermarkets, Systems Training & Development Officer, L4 M6, 800 Toorak Road, Tooronga, VIC 3146. Tel: (03) 829 5857; Fax: (03) 829 5036 Please cite as: Sandler, J. (1994). An integrated approach to a store based CBT package. In J. Steele and J. G. Hedberg (eds), Learning Environment Technology: Selected papers from LETA 94, 287-289. Canberra: AJET Publications. http://www.aset.org.au/confs/edtech94/rw/sandler.html