Case Study - Medical University of South Carolina (MUSC)

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2016 Excellence Awards Case Study
Medical University of South Carolina
MUSC Corporate University Launch Focuses
on Adoption, User Experience
Best Launch of a Corporate Learning University
Octoberr 2016
Company Background
Company At-a-Glance
Headquarters Charleston, SC
Year Founded 1824
Revenue US $959.9 million (Year ended June 30, 2015)
Employees 13,000
Global Scale (Regions that
you operate in or provide
services to)
Statewide across South Carolina
Customers/Output, etc. MUSC educates and trains more than 3,000 students and
residents, and has nearly 13,000 employees,
including approximately 1,500 faculty members. MUSC
operates a 750-bed medical center, which includes a
nationally recognized Children's Hospital, the Ashley River
Tower (cardiovascular, digestive disease, and surgical
oncology), Hollings Cancer Center (a National Cancer
Institute-designated center) Level I Trauma Center, and
Institute of Psychiatry.
Industry Healthcare
Stock Symbol N/A
Website www.musc.edu

Budget and Timeframe
Budget and Timeframe
Overall budget $185,000
Number of (HR, Learning,
Talent) employees involved
with the implementation?
The project had upwards of 50 or more stakeholders from the
3 organizational entities that included training and
development, human resources, system education and
clinical education. Stakeholders were involved in the selection
and implementation.
Number of Operations or
Subject Matter Expert
employees involved with
the implementation?
The implementation was led by representatives from the
Chief Learning Office and the Office of the Chief of
Information Officer. The core project team had 11 members
from the stakeholder group that included human resource
information systems supervisors, clinical education
coordinators, human resource coordinators from each entity,
learning coordinators and IT analysts.
Number of contractors
involved with
implementation
1 (NetDimensions)
Timeframe to implement Less than 4 months to implement across the organization
Start date of the program May, 2015
Business Conditions & Business Needs
The launch of the Corporate Learning University at the Medical University of South
Carolina was focused on two main components: adoption and user experience. To achieve
successful adoption of MyQuest, the learning management system for its more than
19,000 users, MUSC launched a campaign that included sneak-peek demonstrations,
drop-in informational sessions, hands-on training sessions, in-person promotions,
distribution of MyQuest-branded merchandise and support stations across the campus
manned by the project team for learners to discover the ease and functionality of
MyQuest.

Figure 1: MyQuest-branded Merchandise
Source: MUSC 2016
Figure 2: Support Stations Information
Source: MUSC 2016

Students, faculty, and Medical Center staff were available to peruse the MyQuest system,
discover how to launch online courses, find the right courses to aid in their professional
development, and sign up to add the MyQuest app to their mobile device.
The promotion also included an infographic detailing the vast array of educational
opportunities available from over 100 catalogs as well as functionality such as reports,
widgets, polls, and more. MUSC also created a special Yammer Group to allow learners to
easily connect.
Figure 3: MyQuest Infographic
Source: MUSC 2016
To enhance user experience, MUSC engaged its marketing department in the design of
the MyQuest skin and homepage to help create a professionally-branded look. It also
focused on improving annual mandatory educational content by meeting with subject
matter experts for content validation, using newly purchased eLearning templates from
NetDimensions for content design.
The company also offered Adobe Captivate boot camps during the implementation phase
to train staff on the use of the authoring tool and instructional design leading practices

for its department-specific content development. MUSC provided a MyQuest Help Desk
to all learners starting on the first day of the launch and is now on-going (Monday-Friday),
and is manned by system administrators from the three entities of the organization.
Figure 4: Monthly Newsletter for MyQuest Administrators
Source: MUSC 2016
From start to finish, MUSC set a realistic timing for the implementation that included a
smooth adoption to the new system while also enhancing the learning experience for
users.

Overview
MUSC’s main goal was to offer a full range of new training and learning opportunities that
would reach beyond mandatory modules and routine annual quizzes. Currently, the
system has over 100 catalogs that showcase various subjects and content offerings on
and around campus. The catalogs range from diversity and inclusion, personal health and
wellness, to total health population.
There are also catalogs with content that directly apply to the organizational pillars. The
system has provided the opportunity to incorporate external learning and offer programs
that contain blended learning.
MyQuest provides learners with a user-driven learning experience, the driving force for
the name of the system. Learners have the opportunity to browse through content that
is both informal and impactful.
Additionally, compliance was a key focus. The Joint Commission is a U.S.-based
organization that accredits more than 21,000 health care organizations and programs in
the country. The launch allowed MUSC to produce the compliance reporting needed to
meet Joint Commission requirements. MUSC’s corporate university is also better
prepared to provide the information and documentation needed for any audits that the
Joint Commission will conduct in the future.
Structure of the Corporate Learning University
The implementation had the full support of executive leadership. During the
implementation, the project was governed by the project steering committee, chaired by
the Chief Learning Officer and a representative from the Office of the Chief of
Information. The steering committee met every month to decide on important aspects
regarding compliance, budget, scope, business needs, and configuration of the system.
The steering committee provided support to the project team, led by the Learning
Technologies Manager.
After implementation of the system, the steering committee transitioned to the MUSC
Health Learning Council, which oversees strategic learning; the project team transitioned
to the MyQuest User Experience Committee, which focuses on user experience of the
learners.

MUSC supports internal employees, students, faculty, and contractors, as well an
extended enterprise, branded as “MUSC Learning” that includes the community that can
register for courses offered by the organization.
Delivery of Learning
With the new LMS platform, the organization began to incorporate new learning
technology methods and tools to re-engage its learners. MUSC moved from 3,000
PowerPoint and PDF lessons that it had collected over the course of 11 years to over 1,000
interactive lessons with quality content. Content is now refreshed and updated annually.
The various methods now include webinars, on-the-job training, surveys, evaluations,
programs with blended learning, external training, seminars, and many different test
question options. MUSC moved away from PowerPoint being the sole authoring tool to
incorporating Adobe Captivate and Articulate-created content, videos, electronic books,
MOOCs, and external training opportunities. MUSC is also expanding to include social
learning capabilities and mobile learning with the use of the NetDimensions Talent Slate
application.
With NetDimensions Learning, MUSC is now able to offer a variety of training catalogs to
its learners, based on areas of interest. It also added access to resources found on the
internet – something that it was not previously able to do with its old system.
Measureable Benefits
Employees are encouraged to frequently visit MyQuest to “quench their thirst for
learning.” MUSC experienced a significant increase in the completion rate of mandatory
training and improved participation rates reaching as high as 92% in MUSC’s quarterly
town hall information sessions, delivered by its CEO. These sessions are mandatory for
every employee in the Medical Center.
Increased completion rates, improved safety scores, and increased organizational goal
percentages are a huge positive impact to the organization. Following NetDimensions
Learning go-live, activity, and participation in the LMS is up by 50%.
MyQuest has also gained a considerable amount of interest from the organization
regarding adding content and hosting events in the system, making MyQuest the go-to
tool for the organization.

Overall
MUSC learned that there has to be a governance structure for content placed in the
learning management system, otherwise it can become 3,000 lessons that no one ever
updates.
Leadership support is essential to the implementation and organizational adoption of any
project. Team collaboration is vital to the success of a project. Adoption of a new system
doesn’t happen overnight, it takes planning, belief in the work, and support to users or
audiences.
MUSC’s future outlook is to continue research and educate its team in new ways to
engage learners using the most effective methodologies. The outlook also includes
introducing the organization to new learning technologies and system functionality, while
optimizing on-the-job training.

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Case Study - Medical University of South Carolina (MUSC)

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