Transforming LMS Operations Through Governance, Documentation and User Support
Overview
Following the departure of the team member responsible for managing the organization's Workday Learning environment, critical operational knowledge was lost and no documentation remained. To stabilize LMS operations, I implemented governance practices including learning path audits, version control documentation, centralized resource management, and user support resources. These improvements restored reporting accuracy, improved system reliability, and established sustainable maintenance practices supporting 15 onboarding learning paths.
The Challenge
Following the rollout of a new onboarding program, the organization’s Workday Learning environment required frequent updates as new issues emerged. When the LMS administrator departed, no documentation remained to support ongoing maintenance or updates, leaving the team without clear guidance on path structures, naming conventions, or reporting dependencies.
This created several operational challenges:
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Reporting errors caused by changes to SCORM content within learning paths
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Frequent requests to add, update, or reorganize courses as onboarding content evolved
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Increased reliance on user support due to navigation issues and system confusion
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Risk of broken resource links due to decentralized file storage
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Limited visibility into existing path contents and structure
These challenges increased operational risk, created inefficiencies across onboarding delivery, and increased the likelihood of inaccurate reporting and learner disruption, requiring immediate stabilization efforts.
The Solution
Stabilizing LMS Operations Through Structured Governance
To restore stability and establish sustainable LMS operations, I implemented governance practices across three key areas: learning path stabilization, resource management, and ongoing maintenance. Together, these initiatives transformed an undocumented system into a structured, scalable process that supported reliable onboarding and long-term LMS governance.
Component 1: Learning Path Stabilization and Documentation
To stabilize LMS operations following the transition of path maintenance responsibilities, I conducted a detailed review of existing onboarding learning paths to understand how courses were structured and how reporting behaviors were affected by content updates.
During this review, I identified a critical reporting issue: replacing SCORM files within learning paths caused previously recorded completion data to reset, resulting in inaccurate learner progress reporting. This discovery highlighted the need for structured version control and standardized update procedures to protect reporting integrity.
To address these risks and improve system reliability, I implemented documentation and governance practices that supported safe and consistent path maintenance.
Actions included:
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Conducted a full audit of existing onboarding learning paths to understand sequencing, dependencies, and reporting relationships
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Created a comprehensive learning path catalog documenting course placement and structure, allowing future updates to be completed more efficiently
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Developed version control documentation to prevent completion data loss when updating SCORM-based courses
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Standardized naming conventions across learning paths to improve visibility and consistency
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Established structured documentation practices that supported ongoing path maintenance and reduced reliance on undocumented knowledge
These efforts stabilized reporting accuracy and created a reliable foundation for safe and consistent path maintenance.
Component 2: Resource Management and User Support
To further improve system reliability and reduce user disruption, I addressed recurring issues related to broken resource links and increasing support requests. Resource files were stored across multiple locations, including personal folders, relocated directories, and files owned by former employees, creating frequent access failures and broken course links.
To eliminate these risks, I implemented centralized resource management practices and created support documentation to improve user self-sufficiency.
Actions included:
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Established a centralized folder structure for all learning resources to prevent broken links caused by file relocation or ownership changes
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Migrated existing resource materials into standardized shared locations to ensure long-term accessibility
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Updated resource links across learning paths to align with the new centralized structure
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Created a troubleshooting job aid to help users resolve common LMS issues before submitting support requests
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Provided ongoing user support while documenting recurring issues to identify patterns and improve response efficiency.
These improvements significantly reduced broken resource links, improved learner access to materials, and decreased dependency on reactive troubleshooting support.
Component 3: Path Maintenance and Expansion
As onboarding requirements continued to evolve, learning paths required ongoing updates and expansion to support new roles and improved learning experiences. In addition to maintaining existing structures, I contributed to the development of new learning paths and refinement of previously established ones to improve usability and reporting accuracy.
To support scalable path development, I implemented standardized processes that allowed updates to be completed more efficiently while preserving reporting integrity.
Actions included:
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Maintained and updated existing onboarding learning paths to reflect evolving training requirements
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Built new learning paths to support additional onboarding needs and role-specific learning journeys
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Revised existing paths to improve sequencing, content organization, and learner navigation
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Standardized end-of-week assessments across onboarding programs to improve consistency and simplify maintenance
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Created documentation detailing assessment content and alignment to learning materials, allowing faster updates when course sequencing changed
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Used previously established catalogs and version control documentation to accelerate future updates and reduce maintenance risk
To support long-term sustainability, I implemented a quarterly review cycle to evaluate learning paths and perform updates as training content evolved, ensuring continued alignment with onboarding requirements. These efforts improved learner navigation, supported ongoing onboarding improvements, and enabled faster implementation of future path updates.
The following governance cycle illustrates the structured process used to maintain long-term LMS reliability.
Governance Model
To support long-term reliability, I established a structured LMS governance cycle that included quarterly reviews and as-needed updates. This approach ensured learning paths remained accurate, reporting remained stable, and onboarding materials continued to align with evolving business requirements.
Results & Impact
Business & System Reliability
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Improved reporting accuracy by implementing version control procedures that prevented completion data loss during SCORM updates.
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Stabilized 15 onboarding learning paths, ensuring consistent course sequencing and reliable learner access.
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Reduced broken resource links by centralizing learning materials into standardized shared locations.
Operational Efficiency
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Accelerated path updates through the creation of learning path catalogs and structured documentation.
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Improved consistency across onboarding learning paths through standardized naming conventions and structured maintenance practices.
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Increased operational efficiency by maintaining documented records of path contents and assessment alignment.
User Experience & Support
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Reduced LMS support requests by providing troubleshooting job aids and improving resource accessibility.
Long-Term Sustainability
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Established a structured quarterly maintenance cycle, supplemented by as needed updates, to ensure ongoing accuracy and reliability of onboarding learning paths.
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Enabled expanded onboarding capabilities by building new learning paths and refining existing ones to support evolving business needs.
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Strengthened LMS adoption across the organization, positioning the team as a leading user group of advanced Workday Learning functionality.
Technologies Used
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Workday
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OneDrive
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Microsoft Excel​
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Microsoft Word