The world of corporate learning and development is in constant flux, driven by technological advancements and shifting economic realities. How do organisations not just adapt, but consistently achieve and maintain outstanding quality in such a dynamic environment? This critical question was at the heart of a recent Open eLMS discussion, featuring Crawford Knock, Managing Director of Hawk Training, a London-based apprenticeship provider that has held Ofsted 'Outstanding' status since 2013, and impressively repeated that grade in 2023.
Host Emil Reisser-Weston explored the realities of this journey, delving into the difficult decisions, policy headaches, and the unwavering commitment required to navigate a sector often working against its own best intentions. The conversation offered invaluable insights for L&D professionals, EdTech leaders, and anyone committed to impactful, high-quality training.
Key Takeaways from the Discussion:
- Authenticity and Values Drive Quality: Sustained excellence stems from an organisation's core values and consistent delivery on its promises, even amidst external pressures.
- The Further Education Landscape is Complex: Government policy changes, funding shifts, and economic pressures create a challenging environment, particularly for small to medium-sized enterprises (SMEs).
- Early Years Education is Undervalued: This vital sector, crucial for societal development and workforce participation, often receives less attention and funding than it deserves.
- AI Must Enhance, Not Replace, Learning: Technology, particularly AI, offers immense opportunities for efficiency and reach but must be carefully integrated to enrich the learner experience, not diminish it.
- True Partnership is Built on Listening: Effective employer partnerships involve understanding specific challenges and co-creating solutions, rather than a one-size-fits-all approach.
- Defining Success by "Distance Travelled": The true measure of a learning programme's impact lies in the transformative journey of the learner, leading to greater independence, fulfilment, and career progression.
The Journey to Outstanding: A Quarter-Century Commitment
Crawford Knock's career in the skills sector spans over two decades, culminating in his leadership at Hawk Training. His background, which includes international business and teaching English abroad, provided an "outside perspective" that he believes shaped Hawk's unique approach. Joining Hawk in 2001, he witnessed its evolution from commercially funded leadership and management training to a leading apprenticeship provider, now supporting approximately 1,300 individuals from Level 2 to Level 7 across diverse sectors.
Hawk Training's remarkable achievement of securing Ofsted 'Outstanding' status twice – in 2013 and again in 2023, a decade later and against a tougher inspection framework – underscores a profound commitment to quality. This consistent excellence is not a matter of luck, but a testament to a deeply embedded culture and a clear sense of purpose.
The Pillars of Sustained Excellence
Maintaining such a high standard requires more than good intentions. Crawford Knock emphasised that authenticity and a commitment to quality are paramount. Inspectors, he noted, observed practices on the ground that directly mirrored the organisation's stated values. This transparency and consistency are crucial, especially with modern inspection frameworks that leave "very little in the way of hiding places."
A key factor in Hawk Training's resilience, according to Mr Knock, is its ownership structure, with three director-shareholders actively working within the business. This enables swift decision-making, unburdened by layers of external investors. This agility, combined with a willingness to "know when to say no" to opportunities that do not align with their core values, has been instrumental in preserving their quality-first approach, even if it means slower growth.
The importance of a strong, shared culture among staff was also highlighted. Many team members have long tenures at Hawk, having "lived" through various sector changes, fostering resilience. The organisation also prioritises bringing in senior talent who genuinely share their values, recognising that a misalignment can quickly undermine progress and impact learner outcomes. The discussion underscored the critical "tri-partite relationship" between the employer, the learner, and the training provider's tutors, with success hinging on clear communication and a collective commitment to the learner's journey.
Navigating the Evolving Further Education Landscape
The further education sector in the UK has undergone enormous structural change over the past 20 years, with reforms, funding shifts, and new assessment models. Crawford Knock acknowledged that endpoint assessments brought "greater rigour" to apprenticeship programmes. The Apprenticeship Levy also raised awareness among employers, shifting Hawk's employer profile from predominantly SMEs to larger organisations.
However, Mr Knock also pointed to "a lack of joined-up thinking and a lack of longevity" in government policy, which often creates "unintended consequences." For instance, while the Levy increased employer awareness, it inadvertently led many to upskill existing staff rather than recruit new talent, ironically reducing the number of young people entering apprenticeships. The system also became "more complex for smaller employers to engage with," requiring significant "handholding" from providers to navigate bureaucratic hurdles. These economic pressures, coupled with increased costs for businesses, have made it more challenging for SMEs to take on apprentices, despite their desire to do so.
Independent providers, who deliver over 70% of apprenticeships, play a vital role in matching employers with suitable candidates and supporting recruitment. However, the discussion stressed that this cannot be done "for free," highlighting the ongoing need for adequate funding to sustain quality provision.
The Undervalued Early Years Sector
Hawk Training's specialism in early years apprenticeships, accounting for over 60% of its delivery, provided a unique perspective on a sector Crawford Knock believes is "massively undervalued." He argued that there isn't a strong enough appreciation that "people start learning the moment they're born," not just from age five. This sector is not only vital for a child's development but also acts as a "real engine for social change and prosperity" by enabling parents to return to work through accessible, quality childcare.
Culturally, early years training differs significantly, often requiring 60-70% face-to-face interaction, a stark contrast to other sectors. This emphasis on in-person engagement and stringent safeguarding measures makes it a distinct and demanding area of provision.
AI and Technology: Enhancing, Not Replacing Learning
The conversation then turned to the impact of technology and AI, particularly with Hawk Training's recent launch of Hawk Academy London, which incorporates AI into its programme delivery. Crawford Knock sees "huge amount of opportunity" with AI, enabling a wider, global audience, multilingual delivery, and significant time-saving in research. He emphasised, however, that AI must be "backed up with subject matter experts" and should "enhance" the learning experience, not "substitute or replace" it. The risk of learners merely "regurgitating" AI-generated content without true understanding was a key concern, alongside AI's inherent fallibility.
The ideal application, Mr Knock suggested, involves AI avatars of tutors providing flexible, on-demand support, complementing in-person or online sessions. This approach leverages AI for accessibility while retaining human expertise at its core. Concerns were also raised about "bad actors" potentially using AI to "cut corners" for financial gain, to the detriment of learner experience.
Regarding broader digital transformation in FE, Mr Knock noted that while large organisations have dedicated resources, many providers face financial pressures that hinder investment. Nevertheless, he observed that "everyone's using AI to varying degrees," from sophisticated MIS systems that transcribe conversations to common tools like ChatGPT.
Host Emil Reisser-Weston raised a pertinent point about the potential for young people to possess greater proficiency in AI tools than their trainers. Mr Knock agreed, advocating for "reverse mentoring" and open forums to foster idea exchange. He also critiqued the current education system, suggesting it struggles to keep pace with rapid technological and societal change. The emphasis on academic pathways over vocational ones, and the lack of early exposure to diverse career options, leaves many young people unprepared for a future where "people who understand and utilise AI and technology properly will replace people who don't." Critical thinking, he concluded, is an increasingly vital skill in this evolving landscape.
The Power of True Partnership
The discussion also explored the concept of genuine employer partnership. Crawford Knock stressed that this begins with "listening" to an employer's challenges and discerning how Hawk can truly help, rather than offering a pre-set menu of options. It often involves "empowering" individuals within the employer's organisation, such as new mentors.
Recognising that no single provider can be "all things to all people," Hawk Training values strong referral partnerships. If an employer needs a solution Hawk doesn't provide, they readily direct them to trusted partners in the sector. This collaborative approach extends to offering creative, tailored solutions beyond traditional apprenticeships, such as "stepping up to leadership" programmes for aspiring managers. This flexible, needs-based approach ensures that training truly meets the business's evolving requirements.
Defining Learner Success and Sector Forward
When reflecting on what success looks like, Mr Knock spoke of the "distance travelled" by a learner. This encompasses not just qualifications, but the transformation from unemployment to financial independence, emotional stability, and fulfilment. It includes progression into management, or even setting up one's own business, all empowered by the tools and confidence gained through learning.
For the sector to make this experience available to more people, Crawford Knock suggested a combination of government support for funding and a proactive approach from providers. He urged providers to "be curious" about AI tools and strategic partnerships, and to leverage networking and learning opportunities offered by organisations like the Association of Employment and Learning Providers (AELP). Sharing best practices on supporting diverse learners, bringing subjects to life, and integrating technology are crucial for collective advancement.
The enduring message from Crawford Knock was a call for authenticity: "Be true to yourself... have a clear idea of your values, the sort of organisations, the sort of partnerships, the sort of situations that you want to explore and develop." He advised seeking opportunities where these values align, acknowledging that "it might not always be the one that makes you rich quickest." This philosophy, he concluded, is key to a fulfilling experience and sustained success.
Unlock Your Organisation's Learning Potential
The insights from Crawford Knock underscore the importance of a robust, adaptable, and values-driven approach to learning and development. At Open eLMS, we understand these challenges and are dedicated to providing innovative solutions that empower organisations to achieve their training goals and measure training ROI effectively.
Our Open eLMS LMS offers a cloud-based, comprehensive platform for personnel management, live learning, skills monitoring, and custom reporting with Power BI integration, ensuring you have the tools to track progress and measure ROI effectively. Furthermore, the Open eLMS Learning Generator, our AI-powered e-learning creation tool, allows you to transform ideas and existing documents into engaging courses, videos, podcasts, and gamified content in minutes, saving time and scaling your content creation efforts. This unique AI capability positions Open eLMS as a true innovator in the EdTech space, helping L&D managers and HR directors overcome content creation pain points.
Discover how Open eLMS, your trusted one-supplier solution established since 2003, can help your organisation build a culture of continuous learning and achieve outstanding outcomes. Visit https://www.openelms.com to learn more about our solutions, including our extensive eLearning Store with 4,200+ CPD-accredited courses and the Everything App, designed to centralise all your corporate software needs, from CRM to project management, alongside your learning management system.