Designing a quality assurance solution for learning and development training

Designing a quality assurance solution for learning and development training

Lanoy, Jesuël (TU Delft Industrial Design Engineering; TU Delft Design, Organisation and Strategy)

Willemen, A.M. (mentor)
van den Hende, E.A. (graduation committee)

Delft University of Technology

Strategic Product Design

2023-07-04

This thesis explores the development of a quality assurance solution specifically tailored for training programs. Prowareness is a consultancy firm specialised in agile transformations. A big part of their value proposition is training. Prowareness is growing and has a reputation for offering training to high end clients. However, in order to ensure a consistent client experience, they are in need of a quality assurance model.

The author uses a double diamond approach. First, relevant literature is studied to gain more insights on the topic of quality, intrinsic motivation, and agile. The data analysis in the discovery phase is done using the Straussian approach of the Grounded Theory Methodology and a questionnaire. The main insight from the analysis was that currently employees each have their own definition and approach to quality assurance of training. Also, the employees have the need for a standardised quality assurance model.

From the data analysis the author formulates a product goal that says:
“The product goal is to provide a comprehensive description of the process to be followed before, during, and after conducting a training, along with its implementation. The aim is to ensure that every trainer follows the same process, creating a shared understanding and a standardised approach for quality assurance.”

The content of the solution is developed with input gathered in several co-creation sessions with Prowareness employees. The author considers the employees as the experts of the content. Also, including the employees in the creation of the product, increases the chances of adoption and boosts intrinsic motivation. Based on the input and design criteria, the form of the final product is then chosen by the author.

The result is a live Handbook that employees can read to know exactly the steps that need to be taken before, during, and after a training. Since it is a live document, it can easily be updated in real time by the responsible person. The author also provides an implementation strategy that is needed for the roll-out of the Handbook within the company.

The author ends with recommendations for Prowareness regarding quality assurance.

Quality assurance
Grounded Theory
co-creation

http://resolver.tudelft.nl/uuid:e48541be-5f2a-4270-bfbe-fd409d8f5cb7

Student theses

master thesis

© 2023 Jesuël Lanoy