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WEBINAR: ROI: Enabling Your Learning Initiatives to Connect to the Bottom Line
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WEBINAR: ROI: Enabling Your Learning Initiatives to Connect to the Bottom Line

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  • Support is mostly based on information stored in websites and content repositories, and may leverage systems like a Learning Management System (LMS) or SharePoint.  This type of support is not yet embedded into the workflow, so users have to go looking for it, almost like a scavenger hunt. Without any context related to the workflow, it's a random search, and when workers find something that might be relevant, they still have to read through it to find the specific help and actionable steps they need. Although it's well intended, it often spirals out of control.
  • At this stage, efforts to provide support begin to emerge as stand-alone solutions. They are narrow and generally targeted to a specific category of information such as product information, or policies. It's a great step out of the information chaos. With metadata search, lots can be done, but the information is still limited and it's still assumed that workers already know how to perform.  These kinds of solutions provide rapid access to specific information in support of that performance, but they are still information-driven not support-driven.
  • This is the biggest step in the PS spectrum. It's where support moves from information to true performance. Support is now embedded into the workflow and business process. Performers access (within 2-clicks) a specific task they need to follow via contextual triggers such as job role, workflow process, a specific timeline, etc.. Cascading levels of support provide “Just Enough” information to understand what to do within 10 seconds and get back to work.
  • The benefits grow exponentially with true automated performance support. At this level, support is nested even more deeply into the applications used within a business process.  Support automatically adjusts based on the actual step the worker is on. It also is driven by business rules to ensure that the user not only can perform the task within the software, but can do so with the expected output that the business needs. Integrating business rules into the performance support logic, which then watches the workers and uses the rules to make recommendations based on their actions, helps users perform effectively with a minimum amount of waste, expense, or unnecessary effort. It delivers significant business impact to the organization.
  • “Smart” performance support delivers Transformational business impact to organizations. It integrates all the power of “Targeted Performance Support” and “Automated Performance Support” and makes it available as people move through the broader workflow process. When a performer moves from application to the workflow, to a different application, and then back to the first application, the PS solution tracks where they are and provides what they need.  It also learns and gets smarter based on the performance patterns of others. It's very similar in the way that companies such as Amazon use data to learn from buying patterns in order to recommend new things. The capacity to support performance across applications in a broader workflow process is in place today.  However, the ability for a PS solution to learn and adapt is still in its early stages. Stay tuned, though.  PS is getting smarter.  
  • This summary show how performance support evolves across the Spectrum.<click>
  • Customer ProfileOne of the top 10 healthcare service companies in the US by revenueInsures 12.5M individuals30,600 employeesSlide 1: Performance Support for SFDC CRM: Healthcare Insurance Payer -- BackgroundChallengeCIGNA’s presales process was highly varied; in some cases there were 15 different versions of processes used across the organization. As part of an effort to create unified platforms and processes, CIGNA rolled out SFDC across the sales organization and wanted to use the change management opportunity to train to a unified process.SolutionLearningGuide’s salesforce.com performance support solution was embedded into CIGNA’s SFDC platform and was used to generate training guides for use in the rollout of the platform. The solution included the following elemnetsLG Baseline Content for SFDCBaseline content customization for CIGNA’s SFDC implementationCustom LG content documenting CIGNA’s Sales SOPsApplication embedded learning content linked to from SFDC based on user’s contextSingle-source authoring enabled publishing to PS and PDF
  • Slide 3: Embedded Learning and SupportLearningGuide’s Technical Consultants embedded the PS content into CIGNA’s SFDC platform in two ways. First, we added the LearningGuide tab to the interface. The tab presents all of the business process and support information within the SFDC interface. Secondly, we provided context-sensitive support within the application. For example, if a SFDC user is on the Opportunities screen, they can click the LearningGuide button to see a menu of options, categorized into Overview (or Concepts), Tasks, and Processes. If the user needs support on a specific task like “Locate an Opportunity”, he or she can click the Locate Opportunity link to see steps, details, or external resources that will help the user locate an opportunity.The LearningGuide Professional Services team used LGM’s single-source authoring, multi-channel publishing capacity to deliver the content as a PDF for use in formal, instructor-led training events or as a reference guide.
  • Slide 4: Business Process SupportAs part of CIGNA’s effort to develop a unified approach to sales across the organization, LearningGuide’s Professional Services team developed a business process broker that guides the user through the sales engagement process and presents relevant information based on the phases and tasks that the user selects. Users click the phases and task graphics and are presented with links to resources that are located on disparate systems.As with the embedded support aspect of the solution, the content was published to PDF and was used as documentation supporting SOPs across the organization. 
  • Slide 2: Performance Support for SFDC CRM: Healthcare Insurance Payer – Results6 months after the rollout of LearningGuide’s PS solution, CIGNA performed some internal measurement to quantify the value of the solution. The results included:84% of enterprise sales force uses the solution DAILY6% increase in DAILY work productive (i.e. – finding correct information, waiting for answers, etc.)2.4 hours saved per week 454K saved based on an audience of 104 respondents of 3,000 usersSE Regional Presale Manager, called it a “quantum leap” for CIGNA in terms of how process information is organized and easy to use. “LearningGuide will be a great help for new hires learning the presale process.”
  • Transcript

    • 1. ROI: Enabling Your Learning Initiatives to Connect to the Bottom Line Bob Mosher Chief Learning Evangelist b.mosher@ontuitive.com www.ontuitive.com @bmosh #PerformanceSupport©Ontuitive® 2013 #performancesupport
    • 2. Today’s agenda • Trends and outcomes around driving Performance • What is Strategic Performance Support? • Examples of Learning Organizations who are DOING IT! • Wrap-up©Ontuitive® 2013 #PerformanceSupport 2
    • 3. Today’s agenda • Trends and outcomes around driving Performance©Ontuitive® 2013 #PerformanceSupport 3
    • 4. How is “Training” doing? 100% The question is: Are these REALLY “Training” problems? 90% 76% 52% 32% 20% 0% Effectiveness Forgetfulness Searching Failed Effective Understanding Adoption Fact: Only 32% ofspending 8.8 hours per week searchinglevels Fact: Peopleof are executives think their companies’ trainingwithin 30 Workers users have of failed or learn in a classroom programs Nearly 50% of companies are not achieving effective 76% forget 90% a what they sub-standard areinformation of missioneffective” in preparing META Group groups to of “extremely” IDC understanding - or “very foradoption andEbbinghaus critical applications – employee usage rates. 2012 Adoption Insights Survey days – Hermannperformance. ––McKinsey drive business That’s 457 hours a year.©Ontuitive® 2013 #PerformanceSupport 4
    • 5. To measure performance impact we need to be involved through “Sustain” Concept & On-the-Job Continuous Task Mastery Competency Improvement ? ? TIME TO COMPETENCY S U S TAI N TRAIN TRANSFER S U S TAI N Performance Support (PS) Infrastructure Performance Support (PS) Infrastructure©Ontuitive® 2013 #PerformanceSupport 5
    • 6. Performance Support sustains competence in an ever-changing work environment Concept & On-the-Job Continuous Task Mastery Competency Improvement CONTINUOUS IMPROVEMENT IS ENABLED BY PERFORMANCE SUPPORT TIME TO COMPETENCY S U S TAI N TRAIN TRANSFER S U S TAI N Performance Support (PS) Infrastructure©Ontuitive® 2013 #PerformanceSupport 6
    • 7. Measuring learning v. performance Learning Measures Performance Measures (Kickpartick Level 1-2) Percentage of course completions Successful business process completion Pass/fail rate Time to proficiency Number of student days Employee error % Student/instructor ratio Support costs No shows, drop-outs, and last minute cancellations Employee adoption percentage Dollars charged back to departments using training Employee productivity Percentage of facilities utilization Compliance % Cost per student-day Tier 1 help desk calls Satisfaction scores on our "smile sheet" evaluations Reduced implementation costs On-time completion and on-cost development Time & cost to onboard Actual vs. planned operational budget expenditures Median employee performance score©Ontuitive® 2013 #PerformanceSupport 7
    • 8. Making the connection “Today, I encourage different measures. Its much easier to actually employ these assessments in a performance support environment because… the connections between performance support in the actual work context is so much more direct Gloria Gery than the distance between training events and work performance.” Time & Proximity©Ontuitive® 2013 #PerformanceSupport 8
    • 9. Measuring learning v. performance Learning Measures Performance Measures (Kickpartick Level 1-2) (Kirkpartrick Levels 3-4) Percentage of course completions Successful business process completion Pass/fail rate Time to proficiency Number of student days Employee error % Student/instructor ratio Support costs No shows, drop-outs, and last minute cancellations Employee adoption percentage Dollars charged back to departments using training Employee productivity Percentage of facilities utilization Compliance % Cost per student-day Tier 1 help desk calls Satisfaction scores on our "smile sheet" evaluations Reduced implementation costs On-time completion and on-cost development Time & cost to onboard Actual vs. planned operational budget expenditures Median employee performance score©Ontuitive® 2013 #PerformanceSupport 9
    • 10. Today’s agenda • Trends and outcomes around driving Performance • What is Strategic Performance Support?©Ontuitive® 2013 #PerformanceSupport 10
    • 11. Learning organizations still don’t understand Strategic performance support “In your opinion, which training best represents performance support or electronic performance support systems?”©Ontuitive® 2013 #PerformanceSupport 11
    • 12. A definition “Orchestrated set of technology enabled services that provide on-demand access to integrated information, guidance, advice, assistance, training, and tools to enable high-level job performance with a minimum of support from other people.” - Gloria Gery, Electronic Performance Support Systems, 1991.©Ontuitive® 2013 #PerformanceSupport
    • 13. Design for the ENTIRE learning journey: The 5 Moments of Need ™ Formal 1.When Learning for the First Time Instruction (Acquisition) 2.When Wanting to Learn More 3.When Trying to Apply and/or Remember Performance 4.When Something Goes Wrong Support (Application) 5.When Something Changes©Ontuitive® 2013 #PerformanceSupport 13
    • 14. Strategic performance support Ready in 2-Clicks & 10-Seconds in the workflow and readily available at Embedded the moment of apply according to specific roles and Contextual varying access needs Just in the form needed to effectively perform Enough inside the business process©Ontuitive® 2013 #PerformanceSupport 14
    • 15. The PS spectrum Where does your organization fit? 1. Low EMBEDDED Scattered Information Support  Shallow Scavenger-hunt CONTEXTUAL  Haphazard Access Limited to random search JUST ENOUGH  Flat No cascading levels of support©Ontuitive® 2013 #PerformanceSupport
    • 16. The PS spectrum Marginal: Targeted (information) 1. Low 2. Marginal 3. Tangible 4. Significant 5. Transformational EMBEDDED Targeted Information Support  Narrow Specialized and stands alone CONTEXTUAL  Restricted Access Metadata search JUST ENOUGH  Limited Information oriented not performance oriented©Ontuitive® 2013 #PerformanceSupport
    • 17. The PS spectrum Tangible: Targeted (performance) 1. Low 2. Marginal 3. Tangible 4. Significant 5. Transformational EMBEDDED Targeted Performance Support  Deep Nested within a business process CONTEXTUAL  Rapid Access 2-clicks/10 second access JUST ENOUGH  Task Based Cascading levels of support©Ontuitive® 2013 #PerformanceSupport
    • 18. The PS spectrum Significant: Automated 1. Low 2. Marginal 3. Tangible 4. Significant 5. Transformational EMBEDDED Automated Performance Support  Deeper Nested within an application and a business process CONTEXTUAL  Automated Access Automatically adjusts to context JUST ENOUGH  Step-Based Support Driven by business rules©Ontuitive® 2013 #PerformanceSupport
    • 19. The PS spectrum Transformational: Smart 1. Low 2. Marginal 3. Tangible 4. Significant 5. Transformational EMBEDDED Smart Performance Support  Deep and Broad Integrated across applications and the broader business CONTEXTUAL  Smart Access Observes and evolves JUST ENOUGH  Step-Based Support Driven by business rules and behavior©Ontuitive® 2013 #PerformanceSupport
    • 20. The PS spectrum Where does your organization fit? 1. Low 2. Marginal 3. Tangible 4. Significant 5. Transformational Scattered Targeted Targeted Automated Smart Information Support Information Support Performance Support Performance Support Performance Support Embedded • Shallow • Narrow • Deep • Deeper • Deep and Broad Context • Haphazard access • Restricted access • Rapid Access • Automated • Smart Access Access Just Enough • Flat • Limited • Task-Based • Step-Based • Step-Based©Ontuitive® 2013 #PerformanceSupport
    • 21. Today’s agenda • Trends and outcomes around driving Performance • What is Strategic Performance Support • Examples of Learning Organizations who are DOING IT!©Ontuitive® 2013 #PerformanceSupport 21
    • 22. Performance Support for SFDC CRM Healthcare Insurance Payer Background: • One of the largest private healthcare insurers in the US • Insures 12.5M individuals • 30,600 employees Business Challenges: • Introducing a new CRM into an existing sales model • Concern over the sales reps ability to integrate the technology into their selling practices and processes • Bring together multiple standard operating procedures • Establish a sustainment strategy to keep information current and users collaborating Learning Solution: • Baseline content customization for SFDC implementation • Custom content documenting Sales SOPs • Application embedded learning content linked to from SFDC based on user’s context • Single-source authoring enabled publishing to PS and PDF©Ontuitive® 2013 #PerformanceSupport 22
    • 23. CRM embedded learning & support©Ontuitive® 2013 #PerformanceSupport 23
    • 24. Business process support©Ontuitive® 2013 #PerformanceSupport 24
    • 25. Performance support for SFDC CRM Healthcare Insurance Payer Business Results • 84% of enterprise sales force uses the embedded learning solution DAILY • 6% increase in DAILY work productive (i.e. – finding correct information, waiting for answers, etc.) • 2.4 hours saved per week per employee • 454K saved based on an audience of 104 respondents of 3,000 users©Ontuitive® 2013 #PerformanceSupport 25
    • 26. Herman Miller 3 Business Needs: • IT Migration – MS Office 2007/Windows 7 • Low usage/return on traditional e-learning • Access as a barrier, perceived or real • How-to calls and help desk staffing • New Product Launch • Critical to the success of the business • Numerous launches and mindshare/retention concerns • Competency Modeling • Five years since the last change • Only used during performance review process • Perceived as HR initiative • Content was difficult to access and leverage • Not tied to other initiatives or strategies • Difficult to see how to progress into a new skill group©Ontuitive® 2013 #PerformanceSupport 26
    • 27. Herman Miller©Ontuitive® 2013 #PerformanceSupport 27
    • 28. Herman Miller Business Results • IT – Annually PS transactions outnumber LMS courses by a ratio of 80:1, Per-transaction cost dropped by 99%. • New Products - Annually PS transactions outnumber LMS courses by a ratio of 5:1 • Competencies – Outpaces use of IT and New Products combined. Used by HR Consultants and leaders in all phases of the employee lifecycle©Ontuitive® 2013 #AnalyticsSymposium #PerformanceSupport 28
    • 29. A Large Entertainment Organization Upgrading to a new enterprise-wide software. They had 8,000 people to train in 6 to 12 months. Training reduced from 20 hours to 5 Saved 300,000 hours in training across 20,000 employees $6m in productivity gains PLUS actual training costs Changed format of classroom training (2 hours) Taught critical skills for all roles (3 hours) Taught the embedded PS in class through scenarios based on roles Directed learners BACK to the PS system during post training support©Ontuitive® 2013 #PerformanceSupport 29
    • 30. Today’s agenda • Trends and outcomes around driving Performance • What is Strategic Performance Support • Examples of Learning Organizations who are DOING IT! • Wrap-up©Ontuitive® 2013 #PerformanceSupport 30
    • 31. Thank you for participating!! • Join the PS Community • b.mosher@ontuitive.com / @bmosh • www.ontuitive.com • Subscribe to the Ready When You Are PS Blog • http://www.ontuitive.com/blog©Ontuitive® 2013 #PerformanceSupport 31