The Joy of Learning Transformation

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Slides from Brightwave's lunch session at Learning Technologies 2013 - 'The joy of learning transformation'.

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  • The Joy of Learning Transformation

    1. 1. The Joy of LearningTransformation29th January 2013Keith StopforthSarah Bellwww.brightwave.co.uk
    2. 2. Agenda1. Why is learning transforming?2. Where is it heading?3. Some key examples… a. How learning technologies can support you b. Impact c. Top tips4. Discussion…
    3. 3. Why is learningtransforming?cipd survey 2011: The private sector in particularanticipates closer integration of learning & developmentactivity with business strategy
    4. 4. Why is learningtransforming?• Aligning content & delivery to business objectives• Delivering a value and an impact that is measured• Delivering a service that we can direct and achieve a flex• Using resources and people in the right place at the right time• Controlling and directing external spend intelligently
    5. 5. Thelandscapeof change
    6. 6. Transformation engagement?
    7. 7. How can learning technologiessupport transformation? Savings Delivery Organisational Technology Structure Learning Capabilities Content
    8. 8. Where is it heading?• More centralised services• More campaigns and communication• More use of systems and technology• Better sharing of best practice• Intelligent centralised spending• Less formal learning• Focus on supporting business transformation
    9. 9. Agenda1. Why is learning transforming?2. Where is it heading?3. Some key examples… a. How learning technologies can support you b. Impact c. Top tips4. Discussion…
    10. 10. Bupa Health &WellbeingReconnecting with customers:A need to innovate, differentiate andreconnect with customers led BupaHealth & Wellbeing to embark on amajor transformation programme
    11. 11. Why change?• We had 87 legacy computer systems• Customer experience was affected• Colleagues struggled to work across all environmentsSo time to replace them with a new, single system,and with that, new ways of working.
    12. 12. The transformation journey
    13. 13. Resulting in…? Impact on Impact on customersemployee engagement A 2011 customer service benchmarking exercise showed: Bupa achieved: • An overall increase in patient • A 25% reduction in employee satisfaction across all aspects of attrition and a 12% reduction in care services (e.g. +11% inpatient / sickness +10% outpatient • A 6% uplift in employee pride • Overall satisfaction rising by 16%, positioning Bupa at 9% higher • A 7% increase in the related score than its nearest competitor of “Senior leaders communicate Bupa Health & Wellbeing’s • An 11% increase in customer direction, how Bupa Health & loyalty, taking Bupa way ahead of Wellbeing will get there and what its competition challenges face us” • The survey said: “Bupa’s customers • A flexible, up-skilled workforce is are more emotionally connected” now able to successfully service new products, directly meet the Furthermore, Bupa achieved 3rd place needs of clients and compete more in January 2011’s UK Customer effectively in the healthcare Satisfaction Index, close on the heels of marketplace brands like John Lewis (UKCSI).
    14. 14. Resulting in…?"Learning technology has been a significant enabler in ourbusiness whether we see it in employee engagement,changing behaviour in the organisation, delivering newsystems, enhancing our product base, enabling us to getcloser to our customers, all of those have been impactedby e-learning and learning technologies. Its been a reallypowerful attribute for us.“Craig McCoy, Bupa HR Director
    15. 15. Top tips1. Is your audience ready? Understand their learning technology journey2. Keep telling the learning technology story at all levels3. Align technology use to business need. i.e pace/volume of delivery/flexibility/cost4. Where the customer experience is critical test, test & re-test!5. Get stakeholders to be early adopters6. Let the experts be the experts7. Set your evaluation & ROI criteria at business case stage8. Bring Fun, Autonomy, Choice and Flexibility to learning
    16. 16. Lloyds BankingGroupAchieving vision:During 2011, LBG set out its new strategy toachieve its vision of becoming the best bankfor customers.
    17. 17. DEFINING THE LEARNING TECHNOLOGYLANDSCAPEMobile learning External Content Find an expert Access to a high quality learning curriculum through E-Learning the Academies Virtual ClassroomsPeer to Peer learning Instructor LedWikis, Blogs, Forums Reproduced with permission from Lloyds Banking Group, 2013
    18. 18. 2012 PROGRESS MEASURING & DEMONSTRATING SUCCESS  450 people involved in learning inc. over 500 250 training deliverers  Delivery of c.6.9 days training per colleague  2,000 courses in the catalogue  35 learning suppliers, KnowledgePool as SLP  Over 50% e-Learning  One common structure for curricula & aligning learning to roles  One Group-wide capability framework  One single learning demand plan  Reduction of over 20% in 2013Reproduced with permission from Lloyds Banking Group, 2013
    19. 19. Agenda1. Why is learning transforming?2. Where is it heading?3. Some key examples… a. How learning technologies can support you b. Impact c. Top tips4. Discussion…
    20. 20. Thoughts?www.brightwave.co.uk
    21. 21. Key learning transformations
    22. 22. Measuring impactEmployee retention – IBM studies have linked learning withemployee retention – 79% of IBM employees say they will staywith the company for at least three years as a direct result of thedevelopment opportunitiesValue - Restructure of Civil Service Learning has saved £90M bycentralising services, eradicating duplications and working witha skills framework
    23. 23. Measuring impact£9.4m 25%savings Acceleration in speed toReleasing fundsfor front-line competence ofservices new staff
    24. 24. Questions Practical guide: H& Answers learning can supp business transformatSarah.bell@brightwave.co.uk Dow@brighttweet www.brightwave.co.uk/pra+44 (0) 1273 827 676 guides/how-learning-can-support-bu transform

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