BT uses simulations to train staff on network fault system

For BT, detecting and fixing faults across its extensive network is a business critical activity. Faults impact both customer service and revenue so significant investments have been made in systems to help manage the process as smoothly as possible.

There are over 1,000 BT employees across the UK that use the Network Fault Management (NFM) system. Accurate use of this system is crucial if the right engineers are to reach and fix faults in a timely manner.

e-Learning - the obvious choice

BT determined a training requirement to encourage best practice use of the system for both new and experienced users. To reach such a large and dispersed target audience, an online learning solution was an obvious choice.

Using Brightwave’s tried and tested ‘Show Me/Try It’ systems simulation and instructional model, the training replicates the Network Fault Manager system and guides users through a series of vital tasks.

For experienced users, it was necessary to demonstrate the consequences of failing to operate the system in accordance with best practice guidelines. To do this, a video scenario follows how actions taken on the system affect the engineers out in the field.

Positive feedback

Barry Cook, Learning Solutions Manager at BT, is confident in the solution. "A refresher course in best practice will be very useful for our NFM users. Feedback to date has been very positive."

The course is available through BT’s Academy Learning System (ALS) on both the user’s desktop and at dedicated learning machines.