Beyond The Course: All change - how new learning approaches are supporting a shared vision at Bupa
 

Beyond The Course: All change - how new learning approaches are supporting a shared vision at Bupa

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This presentation was originally delivered by Clare Shell (Learning Technologies Manager, Bupa Health and Wellbeing UK) Beyond The Course in Edinburgh on 12 June 2012.

About this session:
Over the last five years Bupa Health and Wellbeing UK (BHW) has successfully undergone a significant transformation to enable the business to innovate and differentiate in an increasingly competitive market. Learning technology has supported this transformation every step of the way. From a large scale systems change to a company-wide engagement programme, technology-enabled learning has been used extensively always with the long view on the customer conversation.

Drawing on practical experience, Clare Shell showcases two new resource-based projects that reinvent how employees connect with knowledge and their customers.

Making self-service learning assets available at point-of-need
Building job-specific knowledge with new approaches
Bridging the gap between learners and end-customers
Reflecting user expectations with exploratory learning experiences
Diversifying learning to support diversifying business strategy

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  • Learning to managers and Leaders – Blended Skills Builder
  • Focus was on engagement not the completion of regulatory learning Build knowledge of our organisation's culture Build broader knowledge of our customer profiles Build medical knowledge for roles that need it Getting across our organisation's culture, vision and values

Beyond The Course: All change - how new learning approaches are supporting a shared vision at Bupa Beyond The Course: All change - how new learning approaches are supporting a shared vision at Bupa Presentation Transcript

  • ALL CHANGE – HOW NEWLEARNING APPROACHESARE SUPPORTING ASHARED VISION AT BUPAClare ShellLearning Technologies ManagerBupa Health and Wellbeing UKJune 2012
  • Slides originally presented 12th June 2012 at20 June 2011| © Brightwave Ltd.
  • SESSION OVERVIEWSpeaker: Clare Shell (Learning Technologies Manager, Bupa Health and Wellbeing UK)Over the last five years Bupa Health and Wellbeing UK (BHW) has successfully undergone asignificant transformation to enable the business to innovate and differentiate in an increasinglycompetitive market. Learning technology has supported this transformation every step of the way.From a large scale systems change to a company-wide engagement programme, technology-enabled learning has been used extensively always with the long view on the customerconversation.Drawing on practical experience, Clare Shell showcases two new resource-based projects thatreinvent how employees connect with knowledge and their customers. New approach mirrors thediverse global nature of the organisation• Making self-service learning assets available at point-of-need• Building job-specific knowledge with new approaches• Bridging the gap between learners and end-customers• Reflecting user expectations with exploratory learning experiences• Diversifying learning to support diversifying business strategy
  • Bupa – BHW – Based in the UKRevenue Circa £1.7bHead count Circa 3,500Offices Salford Quays and Staines (6th largest Private Sector employer in Greater Manchester)Market NO 1 in UK PMI, circa 40%position Bupa Private and Confidential Date if required 4
  • Bupa Business Challenges • More aggressive competition in the market • Diversifying business strategy – exited hospitals and life assurance, grown healthcare provision internationally. More than just an insurance company! • Need to develop more integrated products with flexible choice and pricing • Rising costs of medical treatments • Recent re-structure to reduce operating costsBupa Private and Confidential Date if required 5
  • BHW 2011 Transformation The Bupa Health and Wellbeing (BHW) strategy is to create a differentiated healthcare business, offering a portfolio of healthcare products and services, to meet the needs of individuals through their life stages and businesses through their business lifecycle, to become their healthcare partner. ‘Helping you find Healthy’Bupa Private and Confidential Date if required 6
  • Our Learning Technology History• Been using learning technologies for 10 years• Global learning management system• An accepted way of learning in our business• In-house development as well as working with external partners• Team of 3 FTE In-House Development External Content Development •Tactical projects •Strategic learning projects •Low budget projects •Large audiences •Very aggressive •Advanced learning design timelines is requiredBupa Private and Confidential Date if required 7
  • Role of Learning Technologies – Welcome to BupaBupa Private and Confidential Date if required 8
  • Role of Learning Technologies – Pre-Joiner LearningBupa Private and Confidential Date if required 9
  • What our learners have said… “ Iemployee to this was an excellentwouldtohave nothing believe that their role, without it I way introduce an 93% of those completing the compared to the knowledge I have now. ” learning have rated it as enjoyable or very enjoyable“ My confidence products and matching them to thehave learnt more about the has been impacted positively as I customer. ” 82% said that the level of information “ I now have aBupa and its understanding of better provided was just right, with 5.9% saying products and competitors. ” not enough Bupa Private and Confidential Date if required 10
  • Building Healthcare Knowledge 3 tier knowledge programme Job Specific Developing Knowledge Baseline KnowledgeBupa Private and Confidential Date if required 11
  • Our ApproachResources not CoursesBupa Private and Confidential Date if required 12
  • Why Resources not Courses?Bupa Private and Confidential Date if required 13
  • Why Resources not Courses• Deliver more contentBupa Private and Confidential Date if required 14
  • Why Resources not Courses• Deliver more content• Re-uses many existing assets that are already within our organisationBupa Private and Confidential Date if required 15
  • Why Resources not Courses• Deliver more content• Re-uses many existing assets that are already within our organisation• Different treatments for different elements of the learningBupa Private and Confidential Date if required 16
  • Why Resources not Courses• Deliver more content• Re-uses many existing assets that are already within our organisation• Different treatments for different elements of the learning• Allows for a range of learning stylesBupa Private and Confidential Date if required 17
  • Why Resources not Courses• Deliver more content• Re-uses many existing assets that are already within our organisation• Different treatments for different elements of the learning• Allows for a range of learning styles• Deeper knowledge available if people want itBupa Private and Confidential Date if required 18
  • Why Resources not Courses• Deliver more content• Re-uses many existing assets that are already within our organisation• Different treatments for different elements of the learning• Allows for a range of learning styles• Deeper knowledge available if people want it• More likely to encourage just in time learning; easier to find and come back toBupa Private and Confidential Date if required 19
  • Why Resources not Courses• Deliver more content• Re-uses many existing assets that are already within our organisation• Different treatments for different elements of the learning• Allows for a range of learning styles• Deeper knowledge available if people want it• More likely to encourage just in time learning; easier to find and come back to• Sharing assets across sectors or organisations is easierBupa Private and Confidential Date if required 20
  • Improving the Subject Matter Expert ExperienceBupa Private and Confidential Date if required 21
  • Improving the Subject Matter Expert Experience• Reduces conflicting opinion or interest amongst expertsBupa Private and Confidential Date if required 22
  • Improving the Subject Matter Expert Experience• Reduces conflicting opinion or interest amongst experts• Clear owner for each element of the learningBupa Private and Confidential Date if required 23
  • Improving the Subject Matter Expert Experience• Reduces conflicting opinion or interest amongst experts• Clear owner for each element of the learning• Sign-off meetings shorter and more focusedBupa Private and Confidential Date if required 24
  • Improving the Subject Matter Expert Experience• Reduces conflicting opinion or interest amongst experts• Clear owner for each element of the learning• Sign-off meetings shorter and more focused• More ownership from subject matter experts which means more engagementBupa Private and Confidential Date if required 25
  • Learner FeedbackBupa Private and Confidential Date if required 26
  • Learner Feedback88% of learners felt more confident in talking aboutHealth and CareBupa Private and Confidential Date if required 27
  • Learner Feedback88% of learners 82.3% of felt more learners indicated confident in improved talking about knowledge reHealth and Care Problems in HealthcareBupa Private and Confidential Date if required 28
  • Learner Feedback88% of learners 82.3% of felt more learners indicated confident in improved talking about knowledge reHealth and Care Problems in Healthcare “Excellent piece of elearning, design and interaction made it fun and easy to learn!”Bupa Private and Confidential Date if required 29
  • Learner Feedback88% of learners 82.3% of felt more learners indicated confident in improved talking about knowledge reHealth and Care Problems in Healthcare 92.7% oflearners would recommendthis learning to acolleague (7.4% already had) “Excellent piece of elearning, design and interaction made it fun and easy to learn!”Bupa Private and Confidential Date if required 30
  • Learner Feedback88% of learners 82.3% of felt more learners indicated confident in improved talking about knowledge reHealth and Care Problems in Healthcare 92.7% oflearners would recommendthis learning to acolleague (7.4% already had) “Excellent piece of elearning, design and interaction made it fun and easy to learn!” “I feel more confident now advising our members on healthcare issues than I did when I came in this morning.”Bupa Private and Confidential Date if required 31
  • Lessons from New Learning ApproachesBupa Private and Confidential Date if required 32
  • Lessons from New Learning Approaches• Broad business engagement… more more moreBupa Private and Confidential Date if required 33
  • Lessons from New Learning Approaches• Broad business engagement… more more more• You can’t please everyone all of the timeBupa Private and Confidential Date if required 34
  • Lessons from New Learning Approaches• Broad business engagement… more more more• You can’t please everyone all of the time• Agile development of learning contentBupa Private and Confidential Date if required 35
  • Lessons from New Learning Approaches• Broad business engagement… more more more• You can’t please everyone all of the time• Agile development of learning content• Edit learning once early evaluation feedback is received – continual tweakingBupa Private and Confidential Date if required 36
  • Lessons from New Learning Approaches• Broad business engagement… more more more• You can’t please everyone all of the time• Agile development of learning content• Edit learning once early evaluation feedback is received – continual tweaking• Positive response to exploratory learning experienceBupa Private and Confidential Date if required 37
  • Lessons from New Learning Approaches• Broad business engagement… more more more• You can’t please everyone all of the time• Agile development of learning content• Edit learning once early evaluation feedback is received – continual tweaking• Positive response to exploratory learning experience• Subject matter experts / Stakeholders easier to manager – Resources notcoursesBupa Private and Confidential Date if required 38
  • Lessons from New Learning Approaches• Broad business engagement… more more more• You can’t please everyone all of the time• Agile development of learning content• Edit learning once early evaluation feedback is received – continual tweaking• Positive response to exploratory learning experience• Subject matter experts / Stakeholders easier to manager – Resources notcourses• Consider maintenance approach to learning content at the start of the project –videosBupa Private and Confidential Date if required 39
  • Lessons from New Learning Approaches• Broad business engagement… more more more• You can’t please everyone all of the time• Agile development of learning content• Edit learning once early evaluation feedback is received – continual tweaking• Positive response to exploratory learning experience• Subject matter experts / Stakeholders easier to manager – Resources notcourses• Consider maintenance approach to learning content at the start of the project –videos• Partnership approach with 3rd party supplierBupa Private and Confidential Date if required 40
  • Lessons from New Learning Approaches• Broad business engagement… more more more• You can’t please everyone all of the time• Agile development of learning content• Edit learning once early evaluation feedback is received – continual tweaking• Positive response to exploratory learning experience• Subject matter experts / Stakeholders easier to manager – Resources notcourses• Consider maintenance approach to learning content at the start of the project –videos• Partnership approach with 3rd party supplier• Re-use existing material – don’t always need to re-inventBupa Private and Confidential Date if required 41
  • Lessons from New Learning Approaches• Broad business engagement… more more more• You can’t please everyone all of the time• Agile development of learning content• Edit learning once early evaluation feedback is received – continual tweaking• Positive response to exploratory learning experience• Subject matter experts / Stakeholders easier to manager – Resources notcourses• Consider maintenance approach to learning content at the start of the project –videos• Partnership approach with 3rd party supplier• Re-use existing material – don’t always need to re-invent• Easily share assets across organisationBupa Private and Confidential Date if required 42
  • Why we focus on Learning Technologies It is not just about Generation Y: the way everyone acquires knowledge, increasingly through technology, is changing.Bupa Private and Confidential Date if required 43
  • Thank you. Any questions?Bupa Private and Confidential Date if required 44
  • Find out more about Brightwave events: www.brightwave.co.uk/events Subtitle can go here but you have to copy it Contact Brightwave: +44 (0)1273 827676 enquiries@brightwave.co.uk12 June 2012| © Brightwave Ltd. 45