Knowledgepool conducts 500th training needs study for Lloyds TSB

KnowledgePool, the learning services company, has conducted 500 training needs analysis studies for Lloyds TSB, since it took responsibility for this function in a ground-breaking outsourcing contract in 2001. The studies scope and define whether staff training is needed as a result of new regulatory requirements or when new projects arise, for example when new change management initiatives – or new software and systems, such as performance management – are introduced. They are undertaken by a dedicated team of learning consultants – employed and managed by KnowledgePool – which includes ex-Lloyds TSB training analysts and a pool of 30 associate consultants, who understand the bank’s values and strategy. As well as researching and identifying training needs, the team has designed and developed blended learning programmes for the bank, involving e-learning resources, participant workbooks, videos, online reference resources, teaching aids for Lloyds TSB trainers and coaching programmes. When projects or initiatives arise within the bank, KnowledgePool’s consultants meet with the bank’s project manager to discuss the objectives, scope, deadlines and critical success factors.

The consultants then conduct a training needs study, using questionnaires, face-to-face interviews, telephone interviews, focus group sessions and observation. The findings are reviewed, assessed and documented. If training is required, the consultants will recommend a course of action and explain their rationale. Lloyds TSB’s evaluation of the analysis and consultancy work undertaken shows that KnowledgePool is scoring an average of 95 per cent across all the criterion measures which are used to assess its consultants and the overall service, including effectiveness, commitment and timeliness. “KnowledgePool gives us consistency in service and pricing and they bring external ‘know-how’ and experience,” said Jennifer Wolf. “Their consultants are part of our team and this makes all the difference to the success of the projects.” For more information about KnowledgePool, please call 0800 783 1765 or e-mail

“We have a very successful partnership arrangement with KnowledgePool. They have structured the team so that specific people are responsible for our four business divisions. The detailed studies they undertake highlight key areas for training and the optimum learning methods such as the ideal blend of classroom-style training, e-learning, distance learning and coaching.”

Jennifer Wolf, a Relationship Manager for HR Supplier Development at Lloyds TSB