Case Studies

1st DLC Case Study

SAMS Hospital, the Vector21 Group and the DLC

The first DLC case study took place in 2001, in a partnership between the SAMS Hospital, the Vector21 Group and DLC. It was the first European eLearning course in the area of Cardiology and the 2nd worldwide.

It was really a moment of enormous innovation and creativity, which earned the DLC and its partners the honour of being featured in the main Portuguese media, starting with a 30 minute presentation on RTP in Program 2001; the most reputed TV program in the technological area, as well as the presence in more than 30 national and foreign magazines and newspapers, starting with the first Portuguese portal “Cidade Médica Virtual”, which made its first reporting presenting in 2001 the Case Study of the Update Course in Cardiology, by Dr. Paulo Pedro, Dr. Berta Carolo and Dr. Rui Conduto, whose pedagogical model and platform were authored by Prof. Doctor António Augusto Fernandes (image published in 2001 in the aforementioned Portal).

This case study presented to the Portuguese public in the presence of more than 100 doctors by Profs. Roberto Carneiro and António Augusto Fernandes, in April 2001, represented for eLearning in Portugal a unique historical milestone, in which RTP was a partner by transmitting the event, as well as being the first course in this area, was also the launch of the NetForma Platform (laptop image) and the SAFEM-D model, which were being built since 1998, precisely the year when DLC was founded.

This SAMS, Vector21 and DLC project, as well as being totally innovative, had the merit of demonstrating that it was possible to train a wide range of health professionals in cutting edge areas with a high degree of satisfaction of the participants and results far above expectations.

2nd DLC Case Study

Universidade Católica Portuguesa (UCP), Institute of Employment and Vocational Training and the DLC

The 2nd DLC case study began in 2000 and was publicly presented in 2002. It was also the first course in the eLearning methodology of the Institute of Employment and Vocational Training (IEFP), carried out in a partnership between the Portuguese Catholic University (UCP), the Institute of Employment and Vocational Training and DLC. It was attended by Prof. Doctor Filipe Rafael of UCP and Dras. Clarice Tomé, Cristina Rodrigues and Antonieta Romão of the IEFP. The author of the project was Professor Doctor António Augusto Fernandes of DLC.

This case study had a huge impact on the IEFP, on the decision to adopt the eLearning methodology as a current practice, so that this action was carried out in two modalities: eLearning (experimental group) with people from all over the country and bLearning (control group), only with trainees from Lisbon, who participated in the sessions of the UCP. This research demonstrated that the results were better in the eLearning methodology (see Formar magazine 44-45 of 2003, page 29), although the differences were not statistically significant. It is assumed that the insignificance found between the two modalities was due to the reduced size of the sample.

This research and this course of Evaluation Techniques had exceptional results, in such a way that it remained in the active, with several editions per year until 2010, having suffered on this date only a multimedia update, which made this action in eLearning a classic of online training, still in full operation.

This photograph of 2002 presents the so-called electronic class, that is, the face-to-face part held at the UCP.

3rd DLC Case Study

Portuguese Catholic University (CEPCEP), INOFOR and DLC

The 3rd DLC case study took place in 2002/03, in a partnership between the Portuguese Catholic University, INOFOR and DLC, from which the book “The Evolution of e-Learning in Portugal” was born, coordinated by Prof. Doctor Roberto Carneiro.

In this research was used the NetForma Platform and the SAFEM-D Model, authored by Prof. António Augusto Fernandes, as it demonstrated the potential of eLearning and the good practices of INA and AEP, through the Institute for Innovation and Training, to hold two international workshops, whose conclusions, in parallel with those of the study, were published, essentially, to promote eLearning and bLearning in Portugal and abroad.

4th DLC Case Study

Banco Nacional de Crédito (Banco Popular)

The 4th DLC case study took place in 2003/04, when the National Credit Bank was purchased by Banco Popular. It was needed to train 667 managers and commercial managers in a CRM called SACOM, but they had little time to initiate the campaign to relaunch this financial institution. Banco Popular wanted that in the 146 branches at least three bank officers were able to use the information tool. The bank started using the face-to-face methodology, but in four months they had formed just over 100 people, so it was necessary to change the training strategy.

As the bank had worked with Softfinança, the financial institution asked the company to launch an eLearning training project. Although it was a technology company, it did not have a specialization in this training methodology and, therefore, invited DLC to be its partner. It was a highly challenging project as there was little more than a month to take an eLearning, multimedia and interactive course, with simulators that indicated which agencies were in a position to start with the mentioned campaign.

It was a project of great success, since the only agency that could not launch the campaign on 16th of March 2004, were those whose managers and commercials had taken the courses in person, since they did not know how to use CRM in the simulation which involved the 146 branches. It was necessary to teach these professionals, in just over a week, the eLearning course. The results of this case study, published in several languages, had two greater advantages: firstly the deadlines of the campaign were accomplished with all the people with enough knowledge and skills to perform well, and secondly achieved a ROI of 585% (288% reduction in costs and 297% impact on revenue), as well as surprising results for a first eLearning experience, which immediately led the bank to create new actions in this modality, replacing almost the classroom methodology (see studies from APDSI).

5th DLC Case Study

APDSI – Associação para a Promoção e Desenvolvimento da Sociedade da Informação

APDSI – Associação para a Promoção e Desenvolvimento da Sociedade de Informação

The 5th DLC case study took place between 2003 and 2006, when leading an eDiscovery research from the Association for the Promotion and Development of the Society of Information (Associação para a Promoção e Desenvolvimento da Sociedade de Informação), called the “e” that learns, which involved IBM, SAP, Microsoft, Nova Base, Catholic University, University of Minho, University of Évora, PT, CGD, DLC, RTF, CNED, CML and CTT. It was once again it was chosen the pedagogical and andragogical model of the DLC to be the basis of the study; like the NetForma Platform itself, although there have been others that, in a complementary way and to have a counterpoint, have also been used, such as Blackboard and Formare.

In this study, where the main eLearning projects in Portugal were presented, DLC showed in the different Workshops and Seminars that its tools as well as the theoretical and practical foundations were the most solid and the ones that achieved the best results (see APDSI studies).

6th DLC Case Study

Master of Medical Education organized by the Institute of Health Sciences of the Portuguese Catholic University (UCP)

The 6th DLC case study occurred between 2004 and 2007 at the Institute of Health Sciences; in a Master’s Degree in Medical Education organized by the Universidade Católica Portuguesa (UCP), in collaboration with the Harvard University, where the DLC was invited through the UCP Distance Education and Training Institute to help this entity to create this master’s degree in bLearning a way that had already contributed to launch a master’s degree in Educational Informatics at the same university, but this time it was exclusively for doctors, distributed throughout the country, who only had classes on Friday and Saturday in the morning.

This project was a huge success, as in addition of having the Platform in order to study and communicate with their colleagues and teachers throughout the week, the trainees had an eLearning and Telemedicine discipline, taught by Prof. Doctor António Augusto Fernandes, who helped them to understand better this theme. It was a case study with enormous repercussion in the own choice of the subject of the thesis of each one of the graduates, since a very significant number of them, although being doctors, decided to choose for their dissertation the subject of eLearning, conducting studies in the scope of online learning methods, which illustrates how important was the access to this type of knowledge, for people who, in general, had their first experience in the use of computers, as a support of their continuous training.

7th DLC Case Study

Insurance Mediation Training

The 7th DLC case study took place in the area of Insurance Mediation, starting in 2007. Ten years later, it continues to be the area of professional training with the highest demand, and 18 courses were created within this period of time, which have undergone updates and improvements; the last of which occurred in 2016, making these courses Responsive, that is, the possibility of being used in computers, tablets and smartphones.

This is perhaps the most significant case study of DLC; not because they are the most innovative courses in our portfolio, nor those that have the most technological or multimedia solutions, but because they are undoubtedly the best commercial success of DLC, since this set of training actions has been shown to be the best product on the market, with a new customer growth rate of more than 40% per year, and have been able to eliminate commercially the traditional methodologies; which is the same as saying: today there are almost no clients looking for Insurance Mediation courses in the face-to-face format.

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8th DLC Case Study

IEFP - Online Platform of Assessment Management

The 8th DLC case study took place in the IEFP, in a project called: Online Assessment, throughout three years from 2009 to 2011, and can be visited at ( http://www.dlc.pt/avaliacaoonline ), It is a project of enormous complexity, which was born from a direct award from the Institute of Employment and Professional Training (IEFP) to the DLC, because this company is the only one in Portugal that had the necessary technology to accomplish this project. It was created the Online Platform of Assessment Management, as well as the conception of 2 eLearning courses in the area of Training Evaluation, 4 workshops in several universities – with the purpose of analyzing step by step the platform that DLC was developing by specialists – a meeting in Madrid at UNED, with experts from around the world in the area of distance learning, a seminar in the IEFP amphitheater for public presentation of the project and a dissemination session of the Platform at the Cardeal Medeiros Auditorium of the Catholic University in Lisbon, on the 19th of April, 2011, attended by more than 500 trainers.

It was the largest project ever developed by DLC to date, with great success in the construction, validation and dissemination phases, but still has to be evaluated in its practical implementation, as the changes in several Governments and therefore the managing people in the IEFP responsible for this project, make more difficult the fulfillment of this project. This project represents the creation of a unique platform worldwide, capable of making traditional evaluation (multiple choice, true and false, open questions, etc.), as well as manage special evaluation through the Case Based Learning Method, Problem Based Learning (PBL), Pedagogical Games and, also, Portfolios. It represents a break in traditional evaluation processes and dematerializes it for online media, although it can also be used offline and on a paper basis.

9th DLC Case Study

Finibanco - Business Training for All

The 9th DLC case study took place at Finibanco between 2009 and 2011. It can be said that, although it was a discontinued project with the acquisition of Finibanco by Montepio; since only the 1st Phase was accomplished, it was still the largest project ever carried out in one bank in our country, involving 579 bank officers (the entire Finibanco branch network), in a 42 hour bLearning course, of which 35 in eLearning and 7 hours in face-to-face classroom methodology.

It is a true case study, as involved all the structures of the bank, with a great degree of satisfaction of the learners, of the directs board, of Human Resources Management and the Administration; it can even be said that the assessment made by the different structures was totally unanimous, as well as the impacts on productivity, observed by the degree of customer complaints about service failures, which came down to levels of near zero.

Although in the Diagnostic Phase all Finibanco employees stated that they already had training in customer services, which led us to call this training course “Communication and Business Relationship”, however, in fact, this course was specifically for Customer Services (Attend to customer), both in the online and face-to-face phases; although in the second phase there was only training in Role-Playing, with 10 trainers distributed throughout the Country.

The results were absolutely amazing, both in quantitative and qualitative evaluation. The final assessment average of all the trainees was 87%, this value is more highlighted because the results of the Diagnostic Assessment Test showed an average of 29%, which will give a real result of 58% to the learning process. If we add to this previous value, 86% of the people achieved the Very Good classification mark in the observation of the Role-Playing, then it will be said that the plenum assessment mark was reached.

10th DLC Case Study

General Practice and Family Physicians Training

The 10th DLC case study occurred in the first large scale training of physicians held in Portugal throughout 2010 and 2011, mostly by physicians specialists in general practice and family medicine. This operation involved 651 physicians, who participated in multiple kick-off meetings throughout the country, in a training course promoted by Angelini Farmacêutica, Lda., with clear commercial goals, but at the same time, providing to a large number of health professionals, a cutting-edge advanced learning about the most modern issues that have been investigated in the area of Medical Imaging.

Never before in Portugal have been made a training course with so many doctors at the same time, in a course considered very demanding; not only because it had a long duration, but also due to an evaluation process considered quite rigorous, as this course was approved by the Scientific and Pedagogical Council of a Faculty of Medicine. As a conclusion, after a strict analysis of the results, we concluded that this course was a huge success, as dropout rates were low, the Qualitative Assessment (Level 1 of Kirkpatrick) was Very Good to 92% of doctors and the ratings of the Assessment of Knowledge reached overall an average of 96%.

11th DLC Case Study

A successful Institute, for Insurance Mediators and Insurance Agents

The 11th DLC case study obliges us to be completely confidential, as we helped build an Institute in the area of insurance, designed to train Insurance Mediators, Insurance Agents and general collaborators (administrative work), but by contract, we are unable to disclose the name of this client.

It is undoubtedly one of our main case studies, because over 10 years we have trained a large number of insurance professionals, we have created about 20 courses related to the products of this insurance entity, we have performed several hundred actions in eLearning in our customized Platform to this client, who helped the insurance mediators and the insurance agents, as well as their collaborators, to know in a profound way the typology, the insurance coverages and the specificities of the product they are selling, being able in this way to extend the process of insurance mediation of our customer. Finally, as the people responsible for the insurance commercial department, in a multi-brand logic, get to know our customer products better than the other competitors, this represents a very significant increase in sales in the field of insurance mediation.

The success of this project is enormous, because we have been able to train the insurance mediators, insurance agents and general collaborators at extremely low prices, leveraging and boosting the sales of our client insurance products; the average results lie above 90% and also achieving an ROI of more than 5,000%, when comparing with traditional training methods.

12th DLC Case Study

Widex – online autoscopies, a case of success

The 12th DLC case study began in 2013 at Widex, a Hearing Centers multinational, with complete coverage of the national country. We provide eLearning training for this company in very different environments and for different employees, however, the case study only arose when the Administration of this entity requested us a Sales Techniques Course for the audiologists, because these professionals spend much time with customers, and furthermore they have technical and scientific training in the health area, they have not learned how to sell, so they did not have commercial skills.

However, a question arose in this customer, which was put to DLC: “Our audiologists may know everything about the sale, but in practice they may not know how to sell.” Immediately DLC replied that it was, without a doubt, one of the problems of eLearning in the Behavioral / Commercial area, because an intelligent and studious person could really know everything about how to sell, but not know to sell; because one thing is knowledge the other is competence.

As always, DLC investigate and find solutions to our clients, so we have programmed the NetForma Platform to be able to do an Online Autoscopy, using the video camera of the trainees and DLC videoconference tool. In this way, we have created a system for doing autoscopies or performance evaluating using online means, guiding the audiologists to ask the client if the session could be recorded, in order to send images of this Autoscopy to the Netforma Platform (live or at a later date), to be analyzed and evaluated on the basis of an equal criteria for all, that is, an inquiry, which will typify all observations. Then the platform will generate a report that will allow managers to give advice, training or even coaching to each of Widex’s professionals.

It is undoubtedly a case study, although we think the same is unprecedented, as we have not seen reports of companies or publications in magazines, nor even on social networks and Google, that point to something similar, however, this training practice allowed the company to have greatly increased its profits by getting the Audiologists to sell the products.

13th DLC Case Study

'The Musketeers' Group

The 13th DLC case study began in 2012 in “The Musketeers” Group (InterMarché). It is undoubtedly one of the greatest successes of DLC, as it stopped training hundreds of employees of some medium-sized partners, to start training thousands of them. In one go, we start off with a course with around 6,000 people. On the other hand, in our courses, we were used to most of our trainees were graduates, however, from this project it was possible to train people with basic education, many of them only with only the primary school completed, in addition of dealing with areas such as butchery, fishmonger’s and fruits and vegetables; a constant challenge to our creativity, as well as pedagogical knowledge.

This project has helped our company reaching other companies, because DLC’s effectiveness is tremendous, as we have already trained and certified a large number of InterMarché shop assistants, with low education level, employees with an average of 45 years old, without study habits and totally info excluded, however, with results very close to those achieved by physicians or engineers. This case study can be seen in more detail by watching a video of the Fordis Director, Dr. Magda Lourenço, at the National Congress of Trainers at ISCTE – IUL in 2015 ( https://youtu.be/ZErKgchG47g ).

14th DLC Case Study

Teaching Portuguese as a second language

The 14th DLC case study was born in this company in 2014 and took three years to process. In other words, it is not yet a case study, but it will be very soon. This is the result of the conception of the 1st eLearning course, interactive, multimedia and responsive, aimed to Teach Portuguese Language to speakers of other languages. It is currently available in the following languages: Mandarin, Russian, Arabic, English, Spanish, French and Romanian.

This course is sold in e-Commerce and can be purchased by enrolling in the NetForma Platform Da Vinci Web 2.0 – 3.0 at http://portuguese.dlc.pt