Customer training challenges and solutions in an international organization : the case study Marine Academy
Issakainen, Mikko (2025)
2025
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2025112429483
https://urn.fi/URN:NBN:fi:amk-2025112429483
Tiivistelmä
The maritime industry is undergoing a transformation, driven by digitalization, sustainability requirements and increasingly complex technologies. This highlights the strategic importance of customer training in ensuring safety, regulatory compli-ance, and efficiency. The thesis examines the challenges and solutions of customer training in an international organization through the case of the ABB Marine Academy.
The study identified key challenges, such as cultural and regional diversity, varying customer baselines, and organizational structural challenges. In addition, the targeting of training to customer expectations and the logistical constraints of global operations were highlighted. As a solution, the ABB Marine Academy utilizes customized training programs, blended learn-ing models and tools such as a learning management system (LMS), a skills management system (CMS) and a feedback tool. The training methods combine classroom teaching, practical exercises, simulators and virtual technologies (VR/AR) to im-prove learning outcomes.
The study was carried out in a multi-method manner, combining quantitative analysis (historical feedback 2015–2025) and surveys for customers and internal stakeholders. The results show the high quality of the training, but also the need to de-velop more high-quality practical exercises, online courses and customer-specific content.
In conclusion, customer training is not just a support function, but a key factor in ensuring safety, innovation and customer satisfaction. By investing in scalable, personalized and technology-enabled solutions, international organizations can strengthen customer relationships, reduce operational risks and remain competitive in the changing marine industry.
The study identified key challenges, such as cultural and regional diversity, varying customer baselines, and organizational structural challenges. In addition, the targeting of training to customer expectations and the logistical constraints of global operations were highlighted. As a solution, the ABB Marine Academy utilizes customized training programs, blended learn-ing models and tools such as a learning management system (LMS), a skills management system (CMS) and a feedback tool. The training methods combine classroom teaching, practical exercises, simulators and virtual technologies (VR/AR) to im-prove learning outcomes.
The study was carried out in a multi-method manner, combining quantitative analysis (historical feedback 2015–2025) and surveys for customers and internal stakeholders. The results show the high quality of the training, but also the need to de-velop more high-quality practical exercises, online courses and customer-specific content.
In conclusion, customer training is not just a support function, but a key factor in ensuring safety, innovation and customer satisfaction. By investing in scalable, personalized and technology-enabled solutions, international organizations can strengthen customer relationships, reduce operational risks and remain competitive in the changing marine industry.