Multi-Engagement Skilling Initiative at a Global BPM Major — 6,000+ People Impacted Across 6 Locations and 10 Domains
Comprehensive digital-and-analytics capability-development initiative — classroom and online training, eLearning, LMS implementation, business-simulation and use-case consulting.
MindMap OS · installed inside the customer's perimeter by forward deployed engineers · Managed Cloud · billed on the result
The challenge
The client — a global BPM major operating across multiple geographies with a substantial workforce across the BPM-and-Digital-services portfolio — was facing the structural challenge of upskilling its workforce for the digital-and-analytics transformation that the BPM-industry was undergoing. The mechanical reality was that the per-employee capability-development requirements spanned multiple skill-areas (the digital-transformation leadership, the analytics-and-RPA application, the per-domain specialised-skills) and the per-location-and-per-vertical organisational structure required the structured cross-organisational rollout.
The structural concerns were specific. The per-employee capability-development needed to combine the breadth (the cross-functional digital-and-analytics literacy) and the depth (the per-specialist-role advanced-capability development); the per-location rollout needed to handle the operational-constraint of the BPM-operating-model (the 24x7 operational coverage requirements); and the per-domain customisation needed to respect the per-vertical-business-context that the per-employee work required.
The CHRO had aligned on the objective: deliver the cross-organisational capability-development with the appropriate-per-role-and-per-domain customisation, support the per-location rollout with the operational-constraint-respecting approach, and provide the management-team with the per-engagement outcome-evidence that the capability-development investment-decision-making required.
The approach
MindMap deployed a comprehensive capability-development platform composed of Process Assessment Engine (Pa) for the per-employee skill-assessment, RAG Builder (Rg) for the per-domain learning-content-retrieval, ChatNext (Cn) for the per-learner support-experience, and Multi-Agent Orchestrator (Mo) for the cross-engagement programme-management.
Phase one was the training-intervention catalogue. We designed and delivered a comprehensive training-intervention catalogue spanning the Digital-Transformation-for-Leaders, Applying-Analytics-and-RPA, RPA-Academy, Analytics-Academy, MicroStrategy-and-QlikView-and-Tableau, Machine-Learning-with-Python, Sandbox-driven ERP-training, and Soft-Skills programmes. The training-interventions covered 1,085 staggered participants across multiple locations extending over 3-6 months.
Phase two was the content-creation-and-eLearning work. We delivered eLearning content across Finance-and-Accounting (multiple programmes covering 500 participants), Insurance (9 modules covering 1,200 participants), R2R (400 participants), Analytics (400 participants), RPA (400 participants), AI-ML (500 participants), Design-Thinking (300 participants) and Product-specific (500 participants) — totalling 4,200 participants impacted.
Phase three was the other-intervention-types. We delivered the Leading-Digital-Transformation business-simulation (250 participants), the use-case-creation consulting for Blockchain-in-Utilities (40 participants) and RPA-in-BFSI (40 participants), the FP&A-Digital-Transformation use-case-creation (100 participants), the Analytics-Capability-Framework creation (400 participants) and the Industry-Expert-Webinars (75 participants) — totalling 905 participants impacted.
Phase four was the three-large-strategic-programmes. The Analytics Capability Framework creation positioned the framework as the official Analytics-Academy framework for the organisation. The RPA Academy interventions delivered the RPA-fundamentals-through-architect coaching with the pilot-group identifying RPA-implementation opportunities worth USD 2.07 Mn in year-1 cost-benefits. The Leading-Digital-Transformation Mindset programme delivered the self-service-based digital-learning-methodology with the gamified-problem-solving Leading-Digital-Transformation Business-Simulation web-application.
The pre-built building blocks
Rather than commission a ground-up build, the engagement leaned on MindMap's pre-built accelerator library — production-tested components that compress what would otherwise be a six-to-nine-month build into weeks.
Process Assessment Engine
Per-employee skill-assessment and learning-path personalisation
RAG Builder →
Per-domain learning-content retrieval-and-recommendation
ChatNext →
Per-learner support-experience with conversational engagement
Multi-Agent Orchestrator →
Cross-engagement programme-management
The architecture
The platform runs on the BPM major's managed cloud environment with the appropriate per-employee learning-data-handling controls. The platform combines the MindMap LMS for the structured-learning-management and the Ascentify platform for the technology-aided-delivery.
Process Assessment Engine handles the per-employee skill-assessment with the per-skill-area-and-per-proficiency-level assessment-mechanism. The assessment-results feed into the per-employee learning-path-personalisation.
RAG Builder handles the per-domain learning-content retrieval with the per-content-type-and-per-difficulty-level retrieval-and-recommendation. The retrieval supports the per-employee personalised-learning-experience.
ChatNext handles the per-learner support-experience with the conversational-engagement that the learning-experience requires. The support-experience handles the per-learner question-answering, the per-learner progress-tracking and the per-learner motivation-engagement.
Multi-Agent Orchestrator handles the cross-engagement programme-management with the per-engagement lifecycle-tracking-and-coordination. The orchestration handles the per-engagement scheduling-and-delivery and the per-engagement outcome-reporting.
The Leading Digital Transformation Business Simulation runs as an independent web-application with the gamified-problem-solving scenario where participants apply Design-Thinking-and-RPA-and-AI-ML-and-Analytics levers to solve the case.
The MindMap LMS handles the per-learner journey-tracking-and-schedule-and-programme-management with the structured-learning-data preservation for the per-engagement outcome-evidence.
The numbers behind the story
6,000+ people have been impacted across the 6 locations and the 10 domains and the 8 verticals through the comprehensive capability-development programme. The cross-organisational reach has materially supported the BPM major's digital-and-analytics-transformation initiative.
1,085 participants have been trained in the classroom-and-online training interventions across the 8 programme-types. The structured-training has built the per-employee digital-and-analytics literacy across the operational-workforce.
4,200 participants have been impacted through the eLearning content across the 8 content-area programmes. The eLearning-based delivery has scaled the per-employee capability-development to the cross-organisational reach that the classroom-only approach would have structurally been unable to deliver.
905 participants have been impacted through the other-intervention-types (business-simulation, use-case-consulting, industry-expert-webinars). The mixed-intervention-pattern has supported the per-employee deeper-engagement with the digital-and-analytics application-work.
The RPA Academy pilot-group identified RPA-implementation opportunities worth USD 2.07 Mn in year-1 cost-benefits. The structured-capability-development has translated directly into the structural-business-value-creation, with many identified opportunities now being prototyped-and-tested.
An unexpected outcome: the Analytics Capability Framework has become the BPM major's organisational-standard for the analytics-capability-development. The framework's structural-guidance has positioned the BPM major's analytics-capability work as a structural-organisational-competence rather than the ad-hoc per-engagement-delivery.
“Our cross-organisational digital-and-analytics capability-development required the structured-cross-programme delivery that no specialist vendor had been able to support. MindMap delivered the comprehensive capability-development portfolio that impacted six thousand-plus of our people across six locations and ten domains, with the RPA Academy pilot identifying two million dollars of year-one cost-benefits. The Analytics Capability Framework has become our organisational-standard.”— Chief Human Resources Officer· Global BPM Major
Why MindMap was chosen
The BPM major had previously evaluated several specialist learning-and-development vendors. The vendors offered the per-programme-type point-solutions without the integrated cross-programme-portfolio capability that the BPM major's cross-organisational rollout required.
MindMap's accelerator-composition approach — bringing Process Assessment Engine, RAG Builder, ChatNext, Multi-Agent Orchestrator and the MindMap LMS with the comprehensive training-and-eLearning-and-other-intervention catalogue — was the structural differentiator. The approach delivered the cross-organisational capability-development through a single delivery-partnership rather than through the per-programme-type-vendor-coordination burden.
Our embedded BPM-industry expertise on the delivery team (two former BPM-industry capability-development directors and a former analytics-and-RPA-practice lead from a peer BPM major) was the third factor. The CHRO valued the team's understanding of the BPM-operational-reality and the per-domain-business-context that the per-programme-design had to respect.
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