Global Knowledge challenges the importance of neutrality for managed training services providers
A new white paper from Global Knowledge, Europe's leading provider of learning services for IT and management professionals, throws into doubt the perceived wisdom that neutrality enables managed training services providers to deliver greater benefits to customers.
“Those managed training services providers which don’t have their own training delivery teams often claim that they are free to make unbiased decisions,” says Frank Hojgaard, UK Managing Director of Global Knowledge. “On the face of it, this seems to make sense – but our research shows that there’s actually no evidence to link neutrality to any tangible customer benefits. Indeed, those training providers which are not neutral may well be able to offer a service which is more responsive, of more consistent quality – at a lower price.”
Global Knowledge has published a new white paper, entitled ‘Neutral Gear’, in which it examines the pros and cons of neutrality in depth. “For managed training services providers, there are two kinds of neutrality,” says Hojgaard. “Companies which are ‘vendor-neutral’ are essentially ones which are not accredited by software and hardware companies – such as Microsoft and Cisco – or by independent bodies – such as the APM Group. Companies which are ‘supplier-neutral’ don’t have their own training delivery team – and use the resources of others to provide the actual training. The theory is that by being neutral, decisions are not coloured by personal interests and that this benefits the customer. The reality is actually somewhat different.”
The goal of the new white paper is to help provide those companies which are considering a managed training service with more information about the benefits and drawbacks of neutrality. “There is a lack of clarity in this area,” says Hojgaard, “We wanted to provide an objective analysis which helps customers to choose the right kind of managed training services company.”
One of the issues uncovered in the paper is that there isn’t necessarily a connection between a company’s neutrality and its impartiality. “The bottom line is that providers of managed services need to be impartial in their decision-making. They need to make decisions based on what’s best for their customers. The key question is whether neutrality is a prerequisite to impartiality.”
Mandy Rutherford, Group Head of Learning and Development at Kingston Communications plc, agrees that impartiality is vital for managed training services providers. “You have to totally trust your training partner,” says Rutherford. “You need the confidence that they are making decisions which are as objective as those which you yourself would make. But I see no reason why having your own training delivery team or being accredited to deliver official training courses makes you less impartial. My direct experience as a buyer simply does not bear that out.”
The white paper is available free from Global Knowledge, either via its Web site www.globalknowledge.co.uk (for an electronic copy) or by calling +44 (0) 118 977 7766 (for a printed copy).