Using technology to create a successful onboarding programme

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Presenter: Lars Hyland, Director of Learning Services, Brightwave

Originally delivered at Learning Technologies Conference and Exhibition on Thursday 28th January 2010.

Recruitment is at its highest for over two years. HR focus is officially back on people, talent and employee engagement. Onboarding staff is top of the agenda. The power of a successful onboarding programme to lower attrition, reduce induction costs and accelerate performance means millions to a large company's annual bottom-line and employer brand. At the heart of it must be learning technology.

With award-winning examples from Sky and Vodafone Lars Hyland will demonstrate the onboarding best practice model for success:

* Step-by-step guide to how technology can support each stage of the onboarding process from recruitment to performance support
* Improving performance of new starters with a smart onboarding or induction programme
* Incentivising and motivating - the media-rich online learning portal
* Making 'self-service' performance support easy-to-use engaging and effective
* Building the killer business case and getting your key stakeholders onboard.

Copyright - Brightwave Ltd 20

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Using technology to create a successful onboarding programme

  1. 1. Using technology to create a successful onboarding programme Lars Hyland Director of Learning Services Brightwave Ltd Email: lars.hyland@brightwave.co.uk www.brightwave.co.uk © Brightwave Limited 28 January 2010
  2. 2. <ul><li>Technology can deliver HUGE efficiencies in onboarding new staff </li></ul><ul><li>Cutting the 'time to competence' clearly establishes the value of learning </li></ul><ul><li>Improving performance of new starters with a smart onboarding/induction programme </li></ul><ul><li>AWARD WINNING EXAMPLE -> </li></ul><ul><li>Learning technology at the heart of any employee engagement strategy </li></ul><ul><li>A six stage model that delivers a more integrated and effective onboarding experience </li></ul>Technology and successful onboarding www.brightwave.co.uk | http://larsislearning.blogspot.com | © Brightwave Ltd. In this session...
  3. 3. Experience. Expertise. Excellence. <ul><li>Leading provider of workplace e-learning </li></ul><ul><li>Strong focus on results and behaviour change </li></ul><ul><li>Full service </li></ul><ul><ul><ul><li>Content </li></ul></ul></ul><ul><ul><ul><li>Authoring tools </li></ul></ul></ul><ul><ul><ul><li>Hosted learning platforms </li></ul></ul></ul><ul><li>Award-winning design team </li></ul><ul><li>Corporate and public sector services </li></ul>Why Brightwave?
  4. 4. Our clients – strong brands
  5. 5. www.brightwave.co.uk | http://larsislearning.blogspot.com | © Brightwave Ltd. So, what’s the problem? <ul><li>High attrition levels </li></ul><ul><li>Over-long and costly induction </li></ul><ul><li>Low initial productivity levels </li></ul><ul><li>Less engaged workforce </li></ul><ul><li>Long term damage to corporate brand </li></ul>Call Centre Association (CCA) - Failure to retain employees costing firms £1 billion per year - Employee turnover rates of up to 30%
  6. 6. www.brightwave.co.uk | http://larsislearning.blogspot.com | © Brightwave Ltd. So, what’s the problem? <ul><li>Stages of onboarding often unconnected and inconsistent </li></ul><ul><li>Little communication between selection and start date </li></ul><ul><li>Poor induction experience that clashes with existing perceptions </li></ul><ul><li>Lengthy induction “training” that fails to build confidence or competence </li></ul><ul><li>Plants seeds of doubt in decision to join </li></ul>
  7. 7. www.brightwave.co.uk | http://larsislearning.blogspot.com | © Brightwave Ltd. Confronting the elephant in the training room... <ul><li>Training is delivered </li></ul><ul><li>to the WRONG people by the WRONG people at the WRONG time </li></ul><ul><li>in the WRONG way. </li></ul><ul><li>= NO learning </li></ul><ul><li>= NO value added </li></ul>
  8. 8. www.brightwave.co.uk | http://larsislearning.blogspot.com | © Brightwave Ltd. Confronting the elephant in the training room... <ul><li>E-learning can suffer same problems: </li></ul><ul><li>Too DULL, </li></ul><ul><li>Too INACCESSIBLE, </li></ul><ul><li>Lacks RELEVANCE. </li></ul><ul><li>= NO learning </li></ul><ul><li>= NO value added </li></ul>
  9. 9. www.brightwave.co.uk | http://larsislearning.blogspot.com | © Brightwave Ltd. A Technology enabled Onboarding Model
  10. 10. www.brightwave.co.uk | http://larsislearning.blogspot.com | © Brightwave Ltd. A Technology enabled Onboarding Model
  11. 11. Onboarding Model www.brightwave.co.uk | http://larsislearning.blogspot.com | © Brightwave Ltd. ATTRACT
  12. 12. Onboarding Model www.brightwave.co.uk | http://larsislearning.blogspot.com | © Brightwave Ltd. ENDORSE ATTRACT
  13. 13. Onboarding Model www.brightwave.co.uk | http://larsislearning.blogspot.com | © Brightwave Ltd. CONNECT ENDORSE ATTRACT
  14. 14. Onboarding Model www.brightwave.co.uk | http://larsislearning.blogspot.com | © Brightwave Ltd. INDUCT CONNECT ENDORSE ATTRACT
  15. 15. Onboarding Model www.brightwave.co.uk | http://larsislearning.blogspot.com | © Brightwave Ltd. SUPPORT INDUCT CONNECT ENDORSE ATTRACT
  16. 16. Onboarding Model www.brightwave.co.uk | http://larsislearning.blogspot.com | © Brightwave Ltd. SUPPORT INDUCT CONNECT ENDORSE ATTRACT RETAIN
  17. 17. www.brightwave.co.uk | http://larsislearning.blogspot.com | © Brightwave Ltd. CASE STUDY: Onboarding at
  18. 18. <ul><li>Need four levels of bullets </li></ul><ul><ul><li>Might, just might use this level </li></ul></ul><ul><ul><ul><li>Three levels is a bit much isn’t it? </li></ul></ul></ul><ul><ul><ul><ul><li>Would you ever get to this level? </li></ul></ul></ul></ul><ul><li>And then back to here </li></ul>Title of page – example of layout Subtitle can go here but you have to copy it 01 October 2009 | © Brightwave Ltd. <ul><li>Case study: Sky pre-joining learning portal </li></ul><ul><li>Business case: </li></ul><ul><li>Improve customer service during time of growth </li></ul><ul><li>Reduce staff attrition during induction period </li></ul><ul><li>Accelerate time to full competence </li></ul><ul><li>Training available from job acceptance, 2-4 weeks before start </li></ul><ul><li>Overall induction training costs to reduce </li></ul>
  19. 19. Case study: Sky pre-joining learning portal <ul><li>Primary objective met within 3 months </li></ul><ul><li>of launch: </li></ul><ul><li>Reduced induction time by 1 week </li></ul><ul><li>Translates into 8062 training days saved since launch </li></ul><ul><li>With an expected 2000 new starters per year, annual savings are over £700,000 </li></ul>
  20. 20. Case study: Sky pre-joining learning portal Exceptional feedback from learners/mgt: “ I got a head start in training and a lot of motivation from the Pre Learning. The customer scenario gave me confidence in Sky’s products and services” “ It’s really interesting, interactive and full of diverse products that you can have a go on” “ This is an excellent tool to use for new starters. Its fun entertaining and resourceful”
  21. 21. Examples (see marketing/screenshots for other screenshots) 09 October 2009 | © Brightwave Ltd. Countdown to first day, video wall, progress bar
  22. 22. Examples (see marketing/screenshots for other screenshots) 09 October 2009 | © Brightwave Ltd. CEO welcome, compliance, produce knowledge content
  23. 23. Examples (see marketing/screenshots for other screenshots) 09 October 2009 | © Brightwave Ltd. Sales simulation, meeting existing staff, volatile content
  24. 24. Examples (see marketing/screenshots for other screenshots) 09 October 2009 | © Brightwave Ltd. Product knowledge covers key features and benefits
  25. 26. Learning incentivised through collecting bonus points – doing well means entry onto the Leaderboard.
  26. 27. Examples (see marketing/screenshots for other screenshots) 09 October 2009 | © Brightwave Ltd. Product knowledge is tested through sales simulation.
  27. 28. Examples (see marketing/screenshots for other screenshots) 09 October 2009 | © Brightwave Ltd. Meet existing staff and learn about job role – open and honest
  28. 29. 09 October 2009 | © Brightwave Ltd. <ul><li>Progress is fully tracked for the individual. </li></ul><ul><li>Data is shared with Sky internal systems for management reporting. </li></ul><ul><li>Learners reminded to complete learning in recommended time period. </li></ul>
  29. 30. <ul><li>Need four levels of bullets </li></ul><ul><ul><li>Might, just might use this level </li></ul></ul><ul><ul><ul><li>Three levels is a bit much isn’t it? </li></ul></ul></ul><ul><ul><ul><ul><li>Would you ever get to this level? </li></ul></ul></ul></ul><ul><li>And then back to here </li></ul>Title of page – example of layout Subtitle can go here but you have to copy it 01 October 2009 | © Brightwave Ltd. <ul><li>Case study: Sky pre-joining learning portal </li></ul><ul><li>Key features: </li></ul><ul><li>Media rich, highly interactive, in line with corporate brand </li></ul><ul><li>Fully tracked content, integrates with internal systems </li></ul><ul><li>Product knowledge, sales simulation and compliance covered </li></ul><ul><li>Insight into existing staff in job roles (blogs, video, photos) </li></ul><ul><li>Leaderboard – encourages repetition to cement learning </li></ul>
  30. 31. Come to Stand 16 upstairs and receive an Onboarding Benchmarking Report... Win an eco-torch! Email [email_address] Visit www.brightwave.co.uk for case studies Read http://larsislearning.blogspot.com www.brightwave.co.uk © Brightwave Ltd
  31. 32. www.brightwave.co.uk | http://larsislearning.blogspot.com | © Brightwave Ltd. Five criteria for developing learning portals
  32. 33. www.brightwave.co.uk | http://larsislearning.blogspot.com | © Brightwave Ltd. Five criteria for developing learning portals
  33. 34. www.brightwave.co.uk | http://larsislearning.blogspot.com | © Brightwave Ltd. Five criteria for developing learning portals
  34. 35. www.brightwave.co.uk | http://larsislearning.blogspot.com | © Brightwave Ltd. The missing ingredient... TRAINING TRANSFER TOO LOW (Will Thalheimer, 2006)
  35. 36. www.brightwave.co.uk | http://larsislearning.blogspot.com | © Brightwave Ltd. The missing ingredient...follow through LESS LEARNING, MORE OFTEN (Will Thalheimer, 2006)
  36. 37. www.brightwave.co.uk | http://larsislearning.blogspot.com | © Brightwave Ltd. An AGILE e-learning strategy – building the business case
  37. 38. www.brightwave.co.uk | http://larsislearning.blogspot.com | © Brightwave Ltd. E-learning strategy <ul><li>Faster innovation breeds change in practice and performance </li></ul><ul><li>Staff want easier, faster ways to do their job well </li></ul><ul><li>No time/budget to travel so technology critical </li></ul><ul><li>Integrate learning into workflow for more timely support </li></ul>A G I L E ACCELERATED
  38. 39. www.brightwave.co.uk | http://larsislearning.blogspot.com | © Brightwave Ltd. E-learning strategy <ul><li>Focus on business objectives </li></ul><ul><li>Concentrate on what is relevant, timely and actionable – learning portal provides more focus </li></ul><ul><li>More performance support than self development </li></ul>A G I L E GOAL DRIVEN
  39. 40. www.brightwave.co.uk | http://larsislearning.blogspot.com | © Brightwave Ltd. E-learning strategy <ul><li>Integrate communications, learning and performance support </li></ul><ul><li>Think Campaigns not Courses </li></ul>A G I L E INTEGRATED <ul><li>Consider the holistic experience of learners - datacentric LMS may be a barrier </li></ul><ul><li>Learning portals can integrate into existing systems at back end </li></ul>
  40. 41. www.brightwave.co.uk | http://larsislearning.blogspot.com | © Brightwave Ltd. E-learning strategy A G I L E LIBERATING <ul><li>Liberate your learners! </li></ul><ul><li>Remove barriers, real and imagined </li></ul><ul><li>Provide the right tools, align your messages and provide clear direction – they will do the rest... </li></ul><ul><li>Liberate yourself - a licence to innovate! </li></ul>
  41. 42. www.brightwave.co.uk | http://larsislearning.blogspot.com | © Brightwave Ltd. E-learning strategy A G I L E ENGAGING <ul><li>In interesting times, you need interesting solutions </li></ul><ul><li>Competition for attention is rife </li></ul><ul><li>Too much e-learning/training is just plain dull... </li></ul><ul><li>LMS experience is often uninspiring and poorly perceived </li></ul><ul><li>Good design is critical to make impact, especially on the young </li></ul>

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