This article outlines how eLearning is becoming the cost-effective way forward for the future of complex equipment maintenance and operations training.

1. e LEARNING
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2. SUMMARY OF CONTENTS
• Introduction – The Rapid Growth of eLearning
• eLearning Supporting Complex Equipment Maintenance and Operations
• eLearning for Product Training, Maintenance and Customer Support
• Key Benefits of eLearning
• What is Driving Broader Engineering eLearning Adoption?

3. eLearning: The Way Forward for Engineering-Based Training
How eLearning is becoming the cost-effective way forward for the future of complex
equipment maintenance and operations training
Introduction – The Rapid Growth of eLearning
eLearning has been adopted at a rapidly increasing rate in recent years with the development of high-speed
internet access. According to the eLearning Guild, worldwide revenue from eLearning products and services
exceeded $50 billion in 2010, and growth rates are projected at between 15-30% over the next four years.
eLearning can be delivered at different levels and can include elements of animation, audio and video
technology to enhance the effectiveness of the material. Training materials are usually delivered via a
Learning Management System (LMS) that enables:
• access for all employees to a central resource
• employees to be notified of required training
• managers/administrators to monitor successful completion of coursework
Today, eLearning is moving far beyond the Human Resources use of these materials for employee training
and orientation courses. Now virtually all training topics can be provided through eLearning. Many of the
traditional classroom-style training companies have taken the lead in turning their existing content into an
online delivery format.
eLearning has been used for many years in the defense and oil and gas industry sectors. Other commercial
sectors with a similar usage of complex equipment have been slower to take advantage of this new
technology. This article explores why the adoption of eLearning has historically been slower in
some sectors, and the growing realization of the benefits to be gained from incorporating
eLearning into training programs for complex engineering-based equipment.
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4. eLearning Supporting Complex Equipment Maintenance and Operations
CDG recently conducted research studies in which it interviewed a number of Training and Engineering
Managers in the Aerospace and Defense sectors. As a result of this research, it became clear that eLearning
has had widely different rates of adoption in the context of Maintenance and Operations training related to
complex assets such as aircraft, vehicles, and other equipment.
In the Defense sector, Computer-Based Training (CBT) as part of “Blended Learning” (with both CBT and
classroom or field instruction) has been a common feature of training programs since the early 1990s. In the
last ten years, needs analyses have identified blended learning as the most cost-effective way of delivering
training. As such, there is an increasing expectation from Defense organizations to have eLearning and CBT
included as part of the training provision for any major equipment programs.
In the Oil & Gas industry sector, eLearning has been
used with proven success for many years. Safety-
critical procedures and a large number of employees
distributed across multiple (and often remote)
locations provide perfect justifications for investing
in the eLearning approach.
In the Commercial Aviation industry, the same issues of safety-critical procedures and numerous
employees in multiple locations certainly exist. However, some organizations in this sector have been
slower to adopt the technology, driven in part by a tighter financial environment.
eLearning for Product Training, Maintenance Training and Customer Support
The adoption rate of eLearning materials used for product training and customer support functions appears
to have been moving at a slower pace than some other areas. It is clear that budgetary constraints have
been one element contributing to the slower rate of adoption in these areas, but CDG’s research of this
issue has identified that it is more complex than economic factors alone. Following are some of the findings
from CDG’s recent interviews with Product and Customer Support Managers at various Aerospace and
Defense companies:
• There has been a perception that the whole process of eLearning materials development is far
too expensive to even contemplate. (Historically, this has probably been true, but many things
have changed in recent years to drive down eLearning development costs).
• Creating customized eLearning content has been seen as too time-consuming for engineers,
who are primarily engaged in product design and development; training materials are often not
viewed as top priority by the engineering staff.
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5. • Outsourcing the task to an external eLearning provider has sometimes become problematic. The
initial engineering content has to be prepared to pass over to a service provider, which takes
time. Also, a lack of proper engineering expertise at some eLearning providers requires ongoing
support and input from the company’s in-house engineering team, which creates an atmosphere
of stress and frustration.
• Since many complex engineering programs involve tailoring the product to specific customer
needs and specifications, the training has been seen as a “one-off” and therefore not ideally
suited to eLearning.
• Some Training Managers, having spent a lifetime doing traditional “chalk & talk” style training,
see the new technology as more of a threat than an aid.
• When it comes to aircraft “type” training the EASA and FAA have specific guidelines about the
length of courses, which have to be instructor-led.
• Most training companies do not have direct experience with complex equipment engineering, so
they have focused instead on the “quick wins” to develop training materials that apply to larger
numbers of companies.
• Until recently, there has been a lack of demand from end user customers or operators for newer
and more advanced forms of training. But now with a growing awareness of the benefits of
eLearning, many customers are beginning to expect this, and demand that manufacturers and
suppliers incorporate eLearning as part of their training provision in support of their products.
• Competition is a major driving force for change; until recently, many manufacturing companies
did not necessarily view their training or customer support materials as a key part of their
competitive advantage. Today, customers are beginning to take more notice of the training and
support materials as a part of the complete service offering, and consider this factor in their
vendor and partner evaluations.
Key Benefits of eLearning
eLearning can provide a number of key benefits for any organization:
• Access to training on-demand whenever/wherever needed
• Higher productivity, reduced error rates, improved operating performance
• Reduced learning time; students progress at their own pace
• Reduced travel costs related to off-site training
• Efficient tracking; student training records updated/stored automatically
• More engaging and interactive for students than traditional classroom settings
• Consistent, uniform training assured across all locations, all departments
• Complete flexibility; no rigid class scheduling requirements
• No limit on number of students with access to training modules
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6. Training programs utilizing eLearning can still be delivered in a classroom environment, where it is instructor-
led. It can also be personalized to each student.
In one recent training exercise, fifteen staff members in three different locations were trained by an
instructor in another country. The students were able to see the instructor, and not only was the instructor
able to see the screen of each student, but them as well. This methodology saved the company a small
fortune, and the training was still seen to be extremely effective by the participants.
Other Benefits – From a Training Program Manager Point of View
CDG recently conducted confidential surveys of Training and Product Support Managers at various
manufacturer and supplier companies in the Aerospace and Defense community. Following are some of
their first hand comments that provide some additional insights into the practical benefits provided by
eLearning:
“Practical eLearning content is very useful for reinforcement. With the best will in the world, it is impossible
to cover everything in a classroom session and it is rare to be able to go into as much detail as you’d like.
Time pressures also often prevent you from ensuring that absolutely everyone has completely grasped the
key points. With eLearning, you know that students have the opportunity to reinforce what they’ve learned,
go into more detail, and revise what they didn’t entirely grasp the first time around.”
- Chief Training Manager, Actuation and Landing Gear Manufacturer
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7. “There’s no substitute for classroom training with a piece of the hardware available. Being able to pass an
object around and give students the opportunity to feel the weight makes a big difference to their learning.
Of course, we don’t always have the equipment available, even at our own training facilities. When we’re
travelling it is either impractical or customers are reluctant to pay the extra shipping costs. In those situations,
being able to use 3D models as part of the training is the next best thing.”
- Customer Support Manager, Braking System Manufacturer
“A key driver for us is the ability to drive increased spares sales.”
- Head of Customer Services, Crew Seat Manufacturer
One of the Customer Support Managers interviewed in the CDG research highlighted what he saw as a
potential problem with eLearning. He made the point that it was not always “black & white” in delivering
their technical content, with different cultures requiring different approaches. He also cited the issue that
each market and even each customer brings different problems into the classroom. In response to this
issue, it is important to understand that any core eLearning content can easily be modified to incorporate
the latest changes or special requirements for a particular training session. Simple changes can often be
made in-house, without requiring the external eLearning provider’s assistance.
What is Driving Broader Engineering eLearning Adoption?
There are a number of factors that are driving more and more companies to incorporate eLearning as part
of operations and maintenance training for complex equipment and assets:
• Costs. Costs for eLearning materials are coming down for a whole range of reasons. The latest
software is contributing to this; it is now possible to achieve stunning visual effects and virtual
demonstrations in a fraction of the time it would have taken a few years ago.
• The search for increased productivity. In an increasingly competitive world, customers are looking
to drive their own training and operational costs down and are looking to suppliers for support.
There are huge operational costs that could be avoided with better access to training information.
Traditional methods of delivering training are often too costly and inefficient. eLearning can provide
some tangible benefits, including reduced employee absences due to injury, avoidance of costly
errors related to improper maintenance procedures, and a reduction in the number of parts being
replaced unnecessarily due to lack of proper training. eLearning, CBT and 3D simulation can also be
effective tools used in an instructor-led environment to increase the number of students that can
be trained by one instructor.
• Revenue increases. Some manufacturers have discovered that training materials and manuals that
are designed to be more user-friendly for the operators can also be effective at increasing spare
parts sales. Some manufacturers also elect to charge customers for training materials fees, which
becomes an additional source of revenue for their product support programs.
• Engineering resources. eLearning suppliers with engineers on staff can help relieve the added
burden on in-house engineering teams when it comes to training materials development. With the
right supplier, engineers do not need to be as heavily involved in the process of training materials
development.
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8. • Maximizing On-Site Training Time. While some traditional “face-to-face” training is still beneficial,
blended learning allows the maximum to be gained from this, in the minimum time. eLearning can
be used to prequalify students and enable study for courses in advance of on-site training. This
helps ensure that students attending on-site courses are fully qualified and ready to be there, and
travel expense is not wasted for unprepared students.
• Competitive Advantage. As competition increases in a tight economic environment, a higher quality
training program can be the differentiator that attracts a customer to your product or service instead
of a competitor’s.
“We currently react to requests for training from our customers.
If we had eLearning available, it would enable us to be more proactive.”
Chief Training Officer, Major Aircraft Component Supplier
Summary
There is no question that eLearning is in a state of rapid growth, and the demand for these services should
continue to grow in the coming years. It has moved far beyond the traditional Human Resources training
arena, and is now applied in virtually any environment requiring training programs.
A growing number of complex equipment manufacturers and suppliers are discovering how effective
eLearning programs can not only benefit their own employees for internal training, but also become a value-
added service for their customers. In fact, operators of complex assets and equipment are now beginning
to demand and expect more comprehensive training and support materials, and will often consider this as
a significant factor in their buying decisions.
Because the potential impact of eLearning materials can be significant, it is important to select an eLearning
service provider who can act more as a development partner, rather than just a standard vendor/customer
relationship. eLearning programs should also ideally be supported by a longer term strategy, rather than
just a one-off training module approach.
When properly developed and applied, eLearning can help companies lower costs, increase productivity,
increase revenues, and create a stronger competitive advantage.
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9. About CDG
Engineering Expertise – CDG specializes in supporting aerospace, defense, manufacturing and other
engineering-focused industries. Our global support and delivery teams include hundreds of engineers
and technical authors who are highly experienced in developing engineering and technical data. CDG
also has pilots and maintenance technicians on staff who can apply their practical hands-on experience
in the development of highly effective training materials. Our teams can bring this deep knowledge and
understanding of how complex equipment actually functions in a real world environment.
Comprehensive “Full Circle” Solutions – CDG can also provide “full circle” engineering, training and product
support solutions for complex equipment and assets. We can assist in developing the engineering data,
authoring the related technical publications, and developing the eLearning modules. This enables us to
capitalize on the efficiency of reusing this same engineering and technical data to fulfill all of your content
delivery requirements in engineering, product support, and training.
Cost-Effective Global Support & Delivery – Our team of eLearning and CBT experts in the US, Europe and
India enables CDG to create cost-effective global delivery solutions to meet your unique requirements.
Stability, Quality, and Integrity – As a subsidiary of The Boeing Company, CDG can offer its customers a high
degree of confidence, backed by our reputation for reliability, high security and quality standards, ethical
business practices and financial stability.
For More Information
CDG’s team of eLearning specialists are ready to work with you to thoroughly review your training materials
requirements and develop a proposed solution to address all of your training needs.
For more information about Training Solutions or other CDG products and services, visit the CDG website at
www.cdgnow.com, or send e-mail to marketing@cdgnow.com.
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10. www.cdgnow.com
email: marketing@cdgnow.com
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