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Case Study
Executive Summary
Global Company Overview
Company: NTT Data
Location: Global
Services: Consulting, technical services, support, management, and cybersecurity
Mission: To enable a connected future through technology
NTT Data, with operations in over 187 countries, stands out for its global approach in providing innovative technological solutions that enhance the capabilities of its employees internationally. This mission of creating an interconnected work environment prepared for global challenges is reflected in the local actions of NTT Data Chile. In Chile, the company continues this commitment, ensuring that its employees have the necessary skills to excel in a multinational business environment.
NTT Data Chile Branch
NTT Data Chile, supports local and global clients with technology solutions and frequently interacts with colleagues from other continents. While most of the learners in the language training program are based in Chile, a smaller portion comes from Argentina.
Challenge
NTT Data, always committed to the comprehensive development of its employees, identified the need for a language training solution that would enhance bilingual communication in its international business operations.
Solution
Bridge designed a customized language program to enhance NTT employees’ speaking and listening skills for global business.
Results
Thanks to NTT Data’s ongoing investment in its teams, the language training program has significantly enhanced employees’ communication skills, providing them with the confidence and proficiency needed to successfully lead international meetings and projects.Background
Company Profile
NTT Data Chile is part of a leading global technology services provider headquartered in Japan, with operations in 187 countries. In Latin America, it operates primarily in Chile, with a strong presence in multiple regions. NTT Data Chile supports its clients by offering solutions in consulting, management, and cybersecurity, helping them navigate the complexities of technology.Initial Challenges
With employees interacting with colleagues and clients across multiple continents, NTT faced communication barriers due to varying language proficiencies. Having a bilingual or multilingual team is key for NTT Data, especially in large-scale projects like the European Southern Observatory in Chile, where professionals from various nationalities collaborate. Recognizing this challenge as an opportunity to strengthen the skills of its employees, NTT Data has placed a strong emphasis on the development of its teams. This approach has enhanced the ability to manage international operations, as well as the professional growth of its human talent.
Camila Capponi | | HR MANAGER
Objectives
Goals
Improve language proficiency of employees to enhance global communication.
Equip employees to participate more effectively in international projects
Expand business opportunities by improving interactions with global clients.
Key Metrics
Success is measured by tracking the evolution of each participant’s initial proficiency level through placement tests and monitoring their progression over time.
Advancement through Bridge levels is a key indicator, showing progress in language skills and readiness for more challenging content.
Satisfaction indicators are also measured through CSAT (Customer Satisfaction Score) and NPS (Net Promoter Score), reflecting learner satisfaction and the overall success of the program.
Solution
Program Design
Bridge has crafted a tailored language training program that emphasizes verbal communication and comprehension. The focus is on improving speaking and listening skills, enabling employees to confidently participate in meetings, particularly those held in English and Portuguese. Written skills are considered secondary as most employees utilize tools like online translators for written communication.Engagement Methods
Regular follow-ups and attendance tracking have ensured that employees remain committed to the program. NTT has relied on Bridge for monitoring participation and performance, with reminders sent to learners. These are later communicated to NTT’s HR team, who would decide if it was necessary to involve the learners’ managers in further action.Execution
Rollout Strategy
The language training program is launched in phases each semester, starting with an internal call for participants based on their roles and regions. Managers are also involved in nominating employees who might have missed the initial invitations.
Results
Quantitative Outcomes
Attendance Rates: The program has maintained an attendance rate of 89% from 2023 until August 2024, reflecting strong engagement and consistency.
Satisfaction Levels: From 2023 until August 2024, the program has achieved a CSAT score of 95% and an NPS score of 74%, indicating high learner satisfaction.
Qualitative Outcomes
Feedback from employees and managers has highlighted the positive impact of the training on day-to-day operations. Employees report feeling more confident in their ability to interact with international clients and colleagues.
The company has demonstrated, once again, its commitment to the professional growth of its team, fostering an environment where continuous development is a priority.
ROI
The return on investment is measured by learners’ progress through Bridge and CEFR levels, with achieving the B1 proficiency CEFR level serving as a notable milestone. This level reflects a strong ability to communicate effectively in English, which is crucial for enabling more employees to participate in international projects.
Testimonials
“It’s been a great program. We’re very happy with you [Bridge]. I’ve seen progress in people because this is a company that cares about the details”
“People mention it, leaders mention it, and I personally experience it. Over the years, it’s definitely gone well.” (referring to the observed improvements from language training)
Camila Capponi | | HR MANAGER
Summary of Success
CSAT:
95%
2023-2024
Satisfaction Score 4 – 5 = Satisfied 3 = NeutralNPS:
74%
2023-2024
Net Promoter Score 0- 6 = Detractors 7- 8 = Passive 9-10= Promoter
NTT’s language training program with Bridge has successfully addressed the company’s communication challenges, enabling employees to engage in international projects and client interactions more effectively. This success reflects NTT’s strong commitment to the continuous development of its professionals, ensuring that each team member is prepared to face global challenges. The program’s focus on speaking and listening skills has been crucial in achieving these results.
Future Plans
NTT plans to continue its collaboration with Bridge in language training, with a strong focus on continuing to invest in the development and growth of its professionals to improve global communication. This investment reflects NTT’s commitment to enhancing the capabilities of its team, ensuring they are prepared to meet the business demands of the future, which in turn helps maintain the company’s competitive edge in the technology sector.
