Page 41 - HKMA Training Award 2019 Souvenir Programme

Excellence Award
Best in Application of Technology

“Multi- Facet Training Solutions for Enhancing Operations Staff Skills And Competency”
MTR Corporation Limited

About MTR Corporation
MTR is regarded as one of the world’s leading rail operators in terms of safety, reliability, customer service and cost efficiency. The unique vertically
integrated Hong Kong business model seamlessly connects the railway service with the communities above the stations, which optimises land use and
contributes to the growth of the city. Connecting all corners of Hong Kong with approximately 5.8 million passenger journeys on weekdays, MTR operates
10 commuter rail lines with a total route length of 187.4 km. Along with its transport services in Hong Kong, the Corporation also has railway operations
serving cities in Mainland China, the UK, Australia and Sweden.

Objectives
The transformation was initiated with the key purpose of enhancing the skills and learning experience of operations staff. As staff competency under
normal operations and the readiness to recover from unexpected incidents are crucial to supporting smooth railway operations, MTR continuously
improves the design and delivery of its training programmes to ensure this mission is accomplished and to help contribute to maintaining a 99.9% rate of
passenger journeys on-time.

Design and Implementation
Supporting adequate functional training to over 12,000 operations staff in an effective manner is a very challenging task. Over the past few years, MTR
has faced increasing challenges in the planning and implementation of effective training to resolve operations difficulties, training constraints and
workforce transition issues. “Multi-Facet Training Solutions for Enhancing Operations Staff Skill and Competency” served as the signature campaign
to meet these business challenges. The training strategies and tactics are based on 3 key guiding principles:
• Enhance learning flexibility and accessibility – By implementing a learning anywhere strategy, the team aims to make learning available at the

workplace every day rather than at certain training intervals, in order to enhance staff responsiveness and readiness for incidents.
• Diversified training approach – The team adopts an innovative way of developing staff skills and knowledge. They focus on the learning-by-doing

approach and explore interactive teaching styles using advanced technology.
• Dynamic engagement with line management – By working collaboratively, line management will have greater involvement in daily coaching and

staff education and support during on-the-job training, using new training tools that the Operations Training Department develops.
To facilitate a smooth training process and enrich the learning experience, various training facilities such as VR CAVE and Mini Cab Simulator are explored
and self-developed by making use of new technology in an innovative manner.

Business Outcome
The programme brings competitive and financial advantages to the business. By introducing the new technology-based training tools and learning
culture over the years, staff responsiveness for prompt incident recovery is continuously improving. The result achieved in 2017 and 2018 (99.9% of
passenger journeys on-time) was the best recorded Passenger Affected Ratio (corporate KPI for evaluating service performance) since the railway merger
in 2007. In terms of financial advantage, training expenses have been greatly reduced since adopting the new training facilities. With the application of
VR and CAVE facilities, millions of dollars are saved annually, in terms of occupancy of real trains, tracks and interruption of various maintenance schedules.
Most importantly, staff confidence in handling ever-changing scenarios and environments is boosted and the outcomes they achieved were evidence of
the effectiveness of the training solutions.

Comments from Adjudicators
Leveraging on latest technology, this specialized operational training programme was holistic and systematic with the aim to enhance learning experience
and effectiveness so as to support the smoothness of the extensive railway operations.
The programme aligned closely with the corporate objectives and was well-executed. Despite of various challenges such as inflexible onsite training
arrangement and limited training resources, the team developed a practical and effective training programme to reinforce the knowledge and skills
of a large coverage of relevant employees. The good use of technology to support learning and development was impressive and suited the needs of
younger generation. Dynamic engagement with line management facilitating the knowledge transfer across multi-generations and multi-departments
c­ ontributed to the success of the programme.
The results were excellent with the high passenger journeys on-time ratio. The adoption of simulation and VR technologies were brilliant tools to well
equip the operational staff to handle abnormal events and unexpected incidents.
All in all, it was an outstanding training programme deploying advance technology to achieve cost effectiveness and uplift service quality.

AWARD FOR EXCELLENCE IN TRAINING AND DEVELOPMENT 2019 39