Case Studies

Name of Client: Tata Memorial Hospital

Title of the Project: ‘Educine: Orientation, Education and Learning’

Year and duration of the project: 2019 and ongoing

Scope of the Project:

The Tata Memorial Hospital (TMH) was established by the Sir Dorabji Tata Trust in the year 1941 as an institution with enduring value and a mission for concern of the Indian people. The Tata Memorial Hospital is one of the prestigious medical institutions which is well known for its priceless contribution as a cancer research and cure facility in Mumbai.

TMH is a huge institution which employs hundreds of doctors and nurses. Despite such a large number of doctors serving at TMH, there is a huge gap between the doctors to patients’ ratio at TMH. To fill this gap, the doctors were on-boarded and assigned duties without any official induction or overview of the work environment at TMH.

After joining the duty, the doctors were overburdened with a large number of patients. Due to which, the resident doctors at TMH have to work for long hours and look after their respective patients. Such long hours leave the doctors with very little time for their studies. Just in case, if they manage to save some time for their studies, the resources which were available for them to use were scattered across links and some being available on in the form of hard copy.

The senior doctors at TMH had recognized the need for a learning program which will help the newly assigned doctors in orientation to the hospital, its systems, and the processes for smooth onboarding and improving their work efficiency. The senior doctors were concerned about the precious time of the doctors at TMH which is unutilized because of lack of awareness of different processes, SoPs and systems at TMH.

TMH contacted Cognigix with these issues and assigned the project for creating a structured, app-based learning system consisting of various courses on DMGs, assessments, orientation programs and organizing the resources in a centralized repository for increasing their accessibility to the resident doctors.

Problem Statement:

• Shortage of time to be invested in studies due to long working hours.
• Available resources scattered across the internet and others in the form of hard copy.
• Lack of documents having information about the orientation to the hospital, its systems, processes and work environment.
• Precious time of the doctors unutilized because of lack of awareness of various processes, SoPs and systems at TMH.

Proposed Solutions:

Highlights of the solutions:

• Pre-defined structure for digital learning on various medicine courses
• Digitization of courses using various learning channels
• Creation of Orientation Program for TMH and their specific DMGs
• A centralized repository of existing digital content for one-point access
• Structured program launches and ongoing support and maintenance
• Continuous content updation

Cognigix team embarked on this journey by conducting a deep diagnostic of all the issues expressed by the senior doctors and key stakeholders at TMH. The concerns faced by the newly assigned doctors were adversely affecting their efficiency at work. TMH was urgently in need of a solution which will overcome all the challenges faced by their doctors. A team comprising of learning experts, senior doctors and Cognigix content professionals in collaboration worked on creating a relevant structure for digital learning of medicine courses.

The ‘Educine: Orientation, Education and Learning’ program was developed by Cognigix team with experts and senior doctors in the form of fruitful solution for resolving all the problems faced by newly assigned doctors at TMH. The program comprised of Orientation to TMH, learning content about Adult Hemato Lymphoid and Leisure and Recreation activities for the resident doctors at TMH. The Orientation to TMH incorporates various modules for sensitizing the newly assigned doctors with the work environment and operating procedures at TMH. For this purpose, various templates, SoP’s, and information about the orientation and patient support system were some of the modules in the orientation program.

The learning content on Adult Hemato Lymphoid incorporated various sub-topics which were associated with Leukemia. The content for the ‘Adult Hemato Lymphoid’ disease group was presented in the form of video lectures by the senior doctors from TMH. These 5-6 minutes of video learning nuggets helped the doctors to comprehend the information about the respective topics. This content was also supplemented with the use of learning videos, assessments, infographics, essential reference documents and navigation module for knowing the premises of the TMH.

Some of the content delivery channels used as mentioned below:

• Faculty Videos: Learning videos about the orientation to the hospital, its systems, processes and about detailed information about the DMGs – of runtime between 5-6 minutes delivered by leading faculty from Tata Memorial Hospital.
• Infographics: Infographics that aids the doctors to understand the structure of the content on the app. It highlights the main sections of the housed content so that they could easily navigate through the vast content on the app.
• Assessments: Medical case-based assessments which help the doctors to go through actual cases of the patient to write a workup and treatment. Various disease-wise cases were prepared for the mock practice of doctors.
• Reference documents: Many of the procedural medical procedure forms available in hard copy was digitized into an online format which acts a one-point reference for all the medical forms essential to be filled by doctors as a part of the medical examination to workup process.

Navigation module:

A built-in navigation module in the app helps the doctors to orient themselves of the TMH building, essential departments and checkup rooms. This navigation module was custom created for TMH so the doctors could search and navigate through the entire facility, departments, blood test rooms, x-ray rooms, and checkup rooms at Tata Memorial Hospital, Mumbai.

The digital content of the whole program was housed on the Cognigix app customized for the ease of accessibility to the learning program for doctors, absorbing knowledge about the TMH premises and help them navigate easily in it, and creation of a centralized directory of resources comprising of various links of different topics to save the valuable time of the resident doctors.

Cognigix team supported the senior doctors at TMH with the program launch. During the launch event, the learners were taken through the functionalities of the app, its content structure and about the orientation of the course. Senior doctors addressed the participant doctors about the benefits of the ‘Educine: Orientation, Education and Learning’ program. The purpose and the benefits of the program to the resident doctors in various ways by smoothening their accessibility to the resources and saving their time by orienting them to TMH, the operating procedures and the systems were clearly demonstrated in the launch program. A dedicated team of support executives from Cognigix was available 24×7 for providing ongoing helpdesk support by resolving queries of the doctors.

Following are some of the snapshots from the launch event of the ‘Educine: Orientation, Education and Learning’ program at TMH:

Program Outcome:

Highlights of the program outcome:

• All the resident doctors of Adult Hemato Lymphoid DMG successfully completed the learning program and orientation to TMH using the CGX learning app
• Smoothening the onboarding of the resident doctors at TMH
• Welcoming feedback from the doctors about the benefits of this digital learning program
• Demand for similar digital learning programs for other DMGs

‘Educine: Orientation, Education and Learning’, a digital learning program comprising of Orientation to TMH, learning content about Adult Hemato Lymphoid and Leisure and Recreation activities were rolled out for the resident doctors at TMH. The app-based learning program helped in the orientation of newly appointed doctors to the work environment at TMH and navigating through its premises. The digital learning program on Adult Hemato Lymphoid made the comprehension of the subject easier for the doctors because of the short duration videos which boosted their learning despite the long working hours. The Leisure and recreation activities which are the part of this program guided the doctors in spending good time with their friends, family and closed ones in the city.

The ‘Educine: Orientation, Education and Learning’ is a continuous learning program which will be beneficial and available for the use of all the doctors who will be joining TMH in future. The program will enable smooth onboarding of the doctors and help them in getting acclimatize with the operation procedures and work environment at TMH. Moreover, they will be having easy access to the centralized repository containing the links to the external resources and study material. All the components of the program collectively save a lot of time invested by the doctors in their learning and after joining TMH. The learning program was welcomed by most of the doctors as it was highly beneficial for saving their precious time and increasing their overall efficiency for attending their patients on a daily routine.

The doctors completed the program smoothly and the video lectures in the form of faculty videos helped them easily understand the concepts related to Adult Hemato Lymphoid. The helpdesk team extended their support in quick resolution of queries raised by the doctors so that the journey of learning is uninterrupted and with ease. The implementation of the learning program for other DMGs at TMH is in the planning phase and will be soon rolled out for further extending the help to the doctors.

Client:  Indian Hotels Company Limited (Taj, Vivanta, Ginger and other hotel brands)

Project: ‘Tajness – Mindful Emotions in Action’ digital Program

Duration of the Project: 2019-2020

Scope of the Project:

The Indian Hotels Company Limited (IHCL) is an Indian hospitality company that oversees a portfolio of hotels, resorts, jungle safaris, palaces, spas and in-flight catering services. IHCL was founded by Jamsetji Tata in 1899 and is headquartered in Mumbai. The organisation approached Cognigix to help them roll-out their learning initiatives to all their workforce for accelerating ‘Aspiration 2022.’ The primary aim was to reinvigorate their employee’s knowledge of the values of Taj, namely: Trust Awareness and Joy.

IHCL wanted to strengthen their foundational values while augmenting profitability in their business. The organisation was in search of a solution that would help them disperse their values and familiarize the larger workforce all across its properties in a lucrative way.

It was observed that while the employees knew about the Tajness values, they found it difficult to relate it to their workplace. There seemed a gap between its awareness and application. There was a need, therefore, to reacquaint the IHCL employees with the core values in such a way that it could be comprehended by all and applied in their day-to-day life.

IHCL wanted the program to be delivered to all its properties through online mode. However, there was apprehension about the adoption of the digital program at the workplace. Digital learning was at an experimented stage in the organisation. And, there was hardly any success case of such a scale digital learning in the industry.

With these challenges on the horizon, IHCL expressed its urgency and concerns to resolve the issues at the earliest across all its properties.

Problem Statement:

• Standardizing the communication of the Tajness values for each of the employees across levels at all the IHCL properties
• Reaching a large number of employees across locations in a short-time period
• Tackling the issues of adoption of digital program

Proposed Solutions:

• In-depth diagnostics to create a deeply-customized digital learning program
• Digital content creation by utilizing various learning delivery channels
• Creating a detailed learning adoption strategy
• Personalized learning assistance and active support

Project Rollout:

Cognigix began the project with a deep-diagnostics to understand critical pain points in various areas mentioned by IHCL. During the diagnostics, Cognigix discovered a need for a solution that would help the employees learn efficiently while they work. As a part of diagnostics, Cognigix team interviewed employees from General Managers to the Front Line Executives. Based on the findings of the diagnostics the design of a comprehensive digital learning solution to drive Tajness was put in place.

Learning professionals at Cognigix created a systematic modular form, which standardized most of the existing literature on Tajness and gave shape and structure to the meaning and philosophy of Tajness. The structure was further supported with two essential competence – Emotional Intelligence and Mindfulness, which acted as a driver to inculcate the essential Tajness values – Trust, Awareness and Joy. The digital content creation team of Cognigix rigorously worked on creating a digital content, which was contemporary and in-line with the need of the learners.

Various subject matter experts worked closely with the Cognigix team to produce relevant and contemporary learning content using various learning channels such as –

• Faculty Videos: Behavioral training videos discussing the values, concepts and frameworks of Tajness with a runtime between 5-6 minutes were delivered by experts/ trainers/ speakers.
• Learning Nuggets: Videos with a runtime of 2-3 minutes were deployed imparting critical explanation of Tajness values – Trust, Awareness and Joy with graphics, animation and creative designing based on the learning theme.
• Infographics: Tajness values and topics were converted into enthralling visual infographics that aid the learners to grasp the concepts with comfort.
• Games and Exercises: eLearning games that helped learners to comprehend the Tajness values, expand concepts, reinforce development, and assisted them in learning while they play
• Quizlet: Context-specific quizzes at every critical learning junctures were created to test the knowledge and comprehension of the Tajness values – Trust, Awareness, Joy and Emotional Intelligence and Mindfulness.
• eRehash: A mini-eLearning module plugged in at the end of the entire course with a purpose of recall and more profound comprehension of Tajness values and the topics covered during the entire program. This module comprised mini-games, video snippets, quiz-based games and adventure games that reinforced learning in an interactive and engaging way.

The digital content was housed on the Cognigix app, which facilitated the reach of the program to a larger audience spread across various locations. Cognigix team guided the launch of the program at various properties through organized events. The events encompassed orientation of the employees on the functionalities of the Cognigix app, taking them through the modules structure and learning themes and familiarize them with the digital learning program.

A dedicated team was assigned to handle and resolve queries of the learners. This team operated 24×7 providing ongoing support to the learners resolving every query with efficiency and promptness. The turnaround time for the query resolution was phenomenal and was appreciated highly by the key stakeholders of IHCL. The support team representative also visited and stationed themselves on designated days to provide in-person and on-site support.

Adoption is one of the larger concerns of key stakeholders at IHCL and this was a priority for the Cognigix team to tack head-on. A structured and detailed strategy for the adoption of the ‘Tajness: Mindful Emotions in Action’ program was outlined. This plan included details and dates of regular follow-ups, strategies for driving program completion, strategies to communicate the importance and urgency of completing the program, details and dates of regular checkpoints of adoption percentage across locations. Further, the plan sketched out a roadmap to 100% adoption through various on-site and social media campaigns.

Promotional initiatives like email flyers blast, weekly rewards, helpdesk kiosk, standees and posters were incorporated. Video bytes of the participants promoting the importance of completion of the ‘Tajness: Mindful Emotions in Action’ program was displayed in IHCL hotel premises on the TV screens.

Following are some of the snapshots of this promotion and adoption strategies executed for the program:

Outcome:

This self-paced digital learning solution was well received at all the properties it was launched. It received positive to great feedback on the content, structure, and learner support. Further, learners praised the contemporary content, which incorporated a right mix of various learning delivery channels making it a true edutainment experience. Completion was driven through active adoption activities, personalized support, continuous follow-ups and resolution of technical queries.

Here are some of the highlights of the outcome of the digital learning initiative –

• Successful completion of the first phase across five properties
• The program adoption rate of more than 85% across all the properties
• Over 90% positive feedback on all the program assessment parameters including learning comprehension, applicability and digital content
• More than 90% of learners recommended that the program be offered to their colleagues

With successful completion of the first phase, the ‘Tajness: Mindful Emotions in Action’ program is now being rolled out in a phased manner to other properties and at every level in multiple languages. The expected number of learners to be covered in the digital program is over 100,000 across more than 150 properties of IHCL across the globe.

Name of Client:  Maharashtra Police

Title of the Project: Modernizing the Police Training

Year and duration of the project: 2019 and ongoing

Scope of the Project:

Maharashtra, the third-largest state in the Republic of India, has one of the largest police forces in the country. The State has 11 Commissionerate’s and 36 district police units. The Maharashtra Police Academy (MPA) is a pioneer institution which has completed 100 years in 2007. This institution has a reputation for producing tough and efficient officers since its inception in 1906.

Most of the police training was facilitated through centenarian content and methodologies. All the courses were relevant yet lacked a modern approach towards imparting the trainings by MPA. Years’ old content was not refreshed and had gaps in learning. This need was recognized by the key officials of MPA and they were seeking resolution for this dying need to modernize the current police training. Next pressing need recognized for the policemen was a way to balance work and life through the practice of necessary life-skills.

Being one of the largest police force in India, Maharashtra Police personnel are stationed across geographies and imparting training to this large force is both time consuming and cost-heavy. Reaching this large number of learners only through classroom training would require years and years to complete given the sheer number of policemen, their location, and mostly their availability for training due to high-stressed long hours of duty.

MPA approached Cognigix with these concerns and commissioned the project for modernizing Maharashtra Police Training and training them on the essential life skill of Emotional Intelligence which will lead to Emotionally Intelligent Policing in Maharashtra.

Problem Statement:

1. Absence of a contemporary approach to the centenarian learning content of the Maharashtra Police Academy training curriculum.
2. Lack of outreach of training as only conducted through Classroom methodology and absence of modernized training methodologies for the geographically spread police force.

Proposed Solutions:

Highlights of the Solution:

1. Study of existing current courses to benchmark them to modern training structure and methodologies.
2. Designing a blended learning program with a right blend of classroom sessions and contemporary digitized online app-based training.
3. Developing deeply customized digital learning content on Emotional Intelligence to create Emotionally Intelligent Policing in Maharashtra.
4. Launching a deeply customized app in the preferred language – Marathi, for greater learnability and comprehension.
5. Supporting and driving several classroom programs as a part of the Blended Learning Approach and providing ongoing technical support for the online app-based components
6. Providing all the essential support and running several learning Adoption campaigns to drive adoption across all learners and locations.

Cognigix team started this journey of modernizing the Maharashtra Police training with a month-long diagnostics to understand the current structure of the police training curriculum. Further, to analyze the learning apps in the same. Several one-to-one and focused group interviews highlighted and supported the want for modernizing Maharashtra Police training. A need to convert the classroom-based Emotional Intelligence (EI) program which was currently conducted for officers at National Police Academy (NPA) into a Blended Learning program was taken as a priority for the first phase of modernizing Maharashtra Police training. A team of learning experts, Senior Trainers from the PTCs and Cognigix content team in collaboration worked on creating a relevant structure and designing Blended Learning program which was named as ‘Emotionally Intelligent Policing’ (Bhaavnik Pradnyavant Police).

Cognigix team with experts and trainers created a blended learning program which inculcated methodologies from both modern and the legacy. The content for the program was converted into video lectures wherein faculty of selected trainers from the different PTCs imparted learning on the dimensions of Emotional Intelligence and how to be Emotionally Intelligent Police. These 5-6 minutes video learning nuggets helped the learners to comprehend the Emotional Intelligence framework, its different dimensions, behaviours of an Emotionally Intelligent Police and ways one can develop EI for better policing. This app-based course content also included video lectures by subject matter experts and additional faculties from the domain of EI. This content was supplemented with the use of learning videos, quizzes, infographics and recap modules to further deepen the learning.

Some of the content delivery channels used as below:

Faculty Videos: Training lectures on the concepts and frameworks of Emotional Intelligence of runtime between 5-6 minutes delivered by senior police trainers/ senior officers/ speakers/ EI experts.

Learning Videos: Videos of 2-3 minutes run time imparting critical explanation of Emotional Intelligence and its twelve dimensions with graphics, animation and creative designing based on the learning theme.

Infographics: Emotional Intelligence, it’s meaning, dimensions and applicable behaviours converted into enthralling infographics for the police officers to understand and refer when faced with stressful emotionally charged on-job situations.

Quizzes: Topic-specific quizzes for every dimension of EI were created to test the knowledge and comprehension. The scores acquired in these MCQs formed a basis for rewarding participants at the end of the program.

Recaps: Professionally recorded voiceovers at the end of every module aided the learners to listen and recap the concepts and frameworks covered during the program.

The digital content was housed on a custom-created app entirely in Marathi, the official and preferred language of the learners. The entire course content was delivered in Marathi for greater comprehension and understanding. Language on the app was Marathi which aided in the ease of navigation and use. A team of experts comprehended and translated the content on EI which is largely available in English language into Marathi making it simple, understandable for every level of learners in the police force.

As per the Blended Program structure, the learners went through two classroom sessions, one at the beginning and the other at the end of 4 weeks of online app-based training. Cognigix team supported the police officers to launch the program at the designated training centres. During the launch program, learners were taken through the functionalities of the app, its content structure and about the completion of the course. Senior Police trainers conducted short sessions to impart the benefits of developing Emotional Intelligence and its significance for Emotional Intelligent policing. A team of 24×7 dedicated executives from Cognigix provided ongoing helpdesk support by resolving queries of the learners.

Adoption being one of the larger concerns of such blended learning program, was tackled gracefully by the team CGX. A systematic, scheduled, and a detailed strategy for the adoption of the ‘Emotionally Intelligent Policing’ program was chartered. The detailed plan comprised of dates of regular follow-ups, on-site strategies for driving program completion, strategies of social media promotions, roles and responsibilities of the CGX Operations team for driving the learners to completion. Regular analysis of the completion data was done by the team to modify their adoption strategies depending on the rise and fall of adoption percentage. Social Media initiatives like WhatsApp flyers blast, weekly rewards, targeted calling, standees and posters were incorporated to drive successful adoption.

Following are some of the snapshots of this promotion and adoption strategies executed for the program:

Outcome:

Highlights of the outcome:

1. Successful completion of the Blended Learning program for one-third of the Pune city police in two phases.
2. More than 95% adoption rate was achieved through the execution of adoption strategies and initiatives.
3. A positive and welcoming feedback on the digital learning solution from the Police Officers where they insisted this should be made compulsory for every armed force in India.
4. To be rolled-out for 10,000 policemen in batches at Pune Commissionerate before the end of 2019, with new batches to commence shortly for other Commissionerate’s in Maharashtra

‘Emotionally Intelligent Policing’ (Bhaavnik Pradnyavant Police), a Blended Learning program consisting of classroom sessions and online app-based learning was rolled out for one-third of police serving in the city of Pune. Rolled out in two phases, the Cognigix team, with the support of Senior Police Officers drove the online Blended Program based on the concept of Emotional Intelligence, its importance for policing and why being Emotionally Intelligent is essential for policemen. Consisting of twelve chapters based on EI competencies and its benefits, the learning program was welcomed by most of the policemen as they stated it to be highly applicable not only on the job but also in their personal lives.

The new form of digital content in their own preferred language, Marathi, made the comprehension of the concepts easier. Stories and anecdotes shared by the senior police trainers helped them grasp the concept of EI with ease and apply the same in their daily lives, both professionally and personally.

The learners completed the program in a swift time due to its ease of learning in their own preferred language. The video lectures in the form of faculty videos helped them easily understand the concepts making the program interesting yet applicable in policing as well as their personal life. With these great influencing factors, Cognigix team achieved an adoption rate of more than 95% of learners. The support team ensured a quick resolution of queries raised by the learners so that the journey of learning is smooth and with ease. Frequent follow-ups and reminders kept the learner’s updates on the learning activities to be completed on the scheduled date.

The program based on the life-skill of Emotional Intelligence which taught each policeman to know and manage their own emotions in the midst of high stressful policing situations received great feedback on its applicability and benefits in personal and professional life. Many of the policemen praised the content for its ease of understanding stating that this should be made compulsory for not only all the policemen in India but also their families. The ‘Emotionally Intelligent Policing’ program is currently in the planning phase to be rolled out for the remaining of the 10,000 police force from the city of Pune.