ROI: Enabling your Learning Initiatives to Connect to the Bottom Line

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  • The challenge with ROI has always been linking learning to business impact. Without Performance Support, there is limited capacity to do this; with Performance Support, we are able to move beyond gathering the usual learning metrics (pass/fail rates, number of student days, percentage of course completions, smile sheets, etc.), and on to those directly tied to business impact and financial/strategic benefit. It is with Electronic Performance Support Systems (EPSS) that allow us to monitor adherence to process, verify successful performance, and tie it all to improvements in actual work performance (reduced error rates, reduced process time, etc.). What is more, we can correlate what each worker's improvements actually mean to the business (faster, better, cheaper), and turn that into hard dollar numbers with which the business will resonate and trust.
  • The most logical way to connect learning to ROI is to create a linked chain that extends learning to performance, to business impact, to actual dollars saved. Then we need to look at how each link in the chain contributes to the next as well as ultimately to the bottom line. It's basically turning Kirkpatrick's model on its side.
  • How do you address the chasm between executive expectations and employee capability and capacity?  Ontuitive has been working with a number of leading companies to overcome the shortcomings of past approaches and implement a new strategy that optimizes the train, transfer and sustain continuum to drive increased employee performance and productivity.  The cornerstone of this new strategy is Ontuitive’s Performance Support platform and methodology.  A sampling of the results achieved by our clients includes:
  • How do you address the chasm between executive expectations and employee capability and capacity?  Ontuitive has been working with a number of leading companies to overcome the shortcomings of past approaches and implement a new strategy that optimizes the train, transfer and sustain continuum to drive increased employee performance and productivity.  The cornerstone of this new strategy is Ontuitive’s Performance Support platform and methodology.  A sampling of the results achieved by our clients includes:
  • Performance support bridges that gap between training and actual business impact by improving worker performance. And, measuring worker results closer to the actual point of performance will give us the data we need to help demonstrate ROI. Plus, gathering objective data can offset rumors and anecdotal discussions about the value of adding performance support, and training in general. We've been tracking the link between performance support and improved worker performance and have seen some striking data that shows performance support solutions really can improve worker performance and drive ROI.
  • Performance support bridges that gap between training and actual business impact by improving worker performance. And, measuring worker results closer to the actual point of performance will give us the data we need to help demonstrate ROI. Plus, gathering objective data can offset rumors and anecdotal discussions about the value of adding performance support, and training in general. We've been tracking the link between performance support and improved worker performance and have seen some striking data that shows performance support solutions really can improve worker performance and drive ROI.
  • ROI: Enabling your Learning Initiatives to Connect to the Bottom Line

    1. 1. ROI: Enabling Your LearningInitiatives to Connect to the Bottom Line Bob Mosher Chief Learning Evangelist Conrad Gottfredson Chief Learning Strategist #EnableROI bobandcon@ontuitive.com @bmosh @congott
    2. 2. Agenda Current approach to measurement? Enabling Kirkpatrick Who’s doing it and how? Wrap-up©Ontuitive® 2013 #EnableROI
    3. 3. Agenda Current approach to measurement?©Ontuitive® 2013 #EnableROI
    4. 4. Poll: How do you measure the success of your learning/training initiatives? 1. Increased/Improved Employee Performance Metrics 2. The 4-Level Kirkpatrick Model 3. Six Sigma 4. Voice of the Customer (through surveys, interviews, smile sheets, phone calls, etc.) 5. Training Effectiveness Dashboards 6. Mapped to KPI’s©Ontuitive® 2013 #EnableROI
    5. 5. Poll: How do you measure the success of your learning/training initiatives?©Ontuitive® 2013 #EnableROI
    6. 6. Chat: What are your biggest obstacles to measuring “True” ROI?©Ontuitive® 2013 #EnableROI
    7. 7. ROI Challenge Linking learning to business impact With Performance Support: able to move beyond gathering the usual learning metrics (pass/fail rates, number of student days, percentage of course completions, smile sheets, etc.) and on to those directly tied to business impact and financial/strategic benefit. With Performance Support: monitor adherence to process, verify successful performance, and tie it all to improvements in actual work performance. And: correlate what each workers improvements actually mean to the business (faster, better, cheaper), and turn that into hard dollar numbers.©Ontuitive® 2013 #EnableROI 7
    8. 8. Making the connection Traditional Learning Analytics Business Impact Analytics • Successful performance for business critical • Percentage of course completions skills • Pass/fail rate • Reduced time to proficiency • Completion of job-related tasks • Student/instructor ratio • Reduced time away from job • Number of "no shows", drop-outs, and last • Reduced training footprint minute cancellations • Reduced time to changed performance. • Dollars charged back to departments using • Lower support costs training • Increased user adoption • Percent utilization of facilities • Optimized business processes • Cost per student-day • Customer/employee loyalty, morale, and/or retention • Average "satisfaction" scores on our "smile • Usage of business critical PS assets sheet" evaluations (policies, business rules) • On-time completion and on-cost development • Work shift to less experienced employees or to of new courses customers • Actual vs. planned operational budget • Reduced implementation costs (for a expenditures. system, product, new process, etc.) • Reduced handoffs of work, calls, problems to others • Decreasing the gap between less experienced©Ontuitive® 2013 #EnableROI and star performers
    9. 9. Business impact’s link to financial/strategic benefit Client example of outcomes: • An organization implements Salesforce as their CRM along with an overarching sales process. • Those members of the sales team who are adhering to the process and working effectively within the applications, and have therefore increased their respective pipelines by 28 percent (Business Impact). • The following quarter, individual and collective financial targets are met (Financial Benefit), which in turn increases the market value of the organization (Strategic Benefit).©Ontuitive® 2013 #EnableROI
    10. 10. Agenda Current approach to measurement? Evaluation of results Enabling Kirkpatrick (business impact) Evaluation of behavior (transfer of learning to workplace) Evaluation of learning (knowledge or skills acquired) Evaluation of reaction (satisfaction of happiness)©Ontuitive® 2013 #EnableROI
    11. 11. 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 Gloria Gery actual work context is so much more direct than the distance between training events and work performance.”©Ontuitive® 2013 #EnableROI 11
    12. 12. Connect the dots Path from learning to performance Enabling the Kirkpatrick’s Model Learning Performance Business Financial/ Support Impact Strategic Benefit©Ontuitive® 2013 #EnableROI 12
    13. 13. Business impact’s link to financial/strategic benefit Learning Performance Business Financial/ Support Impact Strategic Benefit Client Example of Outcome: Background: An organization implements Salesforce as their CRM; they also implement an PS solution within Salesforce.©Ontuitive® 2013 #EnableROI
    14. 14. Business impact’s link to financial/strategic benefit Learning Client Example of Outcome: Learning: The sales teams were trained on Salesforce. During their training they use the integrated PS solution which provides contextual support to the sales team, but also ties Salesforce to the other software applications, non- system sales tasks, and tools needed to effectively follow the company’s overarching sales process.©Ontuitive® 2013 #EnableROI
    15. 15. Business impact’s link to financial/strategic benefit Learning Performance Support Client Example of Outcome: Performance Support: On-the-job the sales team works within the PS solution to help them access the tasks and resources needed to help them work as a team throughout the sales process. Independent of where they are, they have access to what they need within 2-clicks/10-seconds.©Ontuitive® 2013 #EnableROI
    16. 16. Business impact’s link to financial/strategic benefit Learning Performance Business Support Impact Client Example of Outcome: Business Impact: The PS solution’s monitoring capability shows those members of the sales team who are adhering to the process and working effectively within the applications, and have therefore increased their respective pipelines by 28 percent.©Ontuitive® 2013 #EnableROI
    17. 17. Business impact’s link to financial/strategic benefit Learning Performance Business Financial/ Support Impact Strategic Benefit Client Example of Outcome: Financial Benefit: The following quarter, individual and collective financial targets are met… Strategic Benefit: …which in turn increases the market value of the organization.©Ontuitive® 2013 #EnableROI
    18. 18. Chat: What is a key business impact, you would like to be able to measure?©Ontuitive® 2013 #EnableROI
    19. 19. Agenda Current approach to measurement? Enabling Kirkpatrick Who’s doing it and how?©Ontuitive® 2013 #EnableROI
    20. 20. Business impact data 66% increase in sales personnel productivity enabled thru increased user adoption of a new CRM solution at a major insurance company resulting in $2,375 cost-savings per employee per year Over 50% reduction in product training classroom training time and expense at a global manufacturing company Classroom Training 20 Cost-Savings to the Organization HOURS $1,312,500* 0 TIME©Ontuitive® 2013 #EnableROI 20
    21. 21. Business impact data 12.5% reduction of help desk transactions & 50% reduction in classroom time for application migration project at a global consulting firm resulting in $2M+ per year in operational savings and $2M+ in productivity benefit. Central line quarterly infection rates cut to zero saving an estimated $175 million in costs and more than 1,500 lives.©Ontuitive® 2013 #EnableROI 21
    22. 22. Performer tool adoption The importance of consumption Overall Usage of Performer Tools 350,000 300,000 250,000 200,000 150,000 100,000 50,000 0 1Q06 2Q06 3Q06 4Q06 1Q07 2Q07 3Q7 4Q07 1Q08 2Q08 Care Perf ormer Tools Sales Perf ormer Tools All Perf ormer Tools©Ontuitive® 2013 #EnableROI 22
    23. 23. Digitally From From How might you gather data? Monitored Performer Others • Successful performance for business critical skills X X X Critical How critical are the consequences of failure? 1 2 3 4 5 6 7 Moderate Impact Insignificant/ Minimal Significant Impact Catastrophic (temporary) The consequences are The consequences would Consequences would require Consequences cause major negligible. not threaten successful significant commitment of problem for others and/or the No impacthelpful was this How on outcome, I can information? performance. resources and/or lasting organization. readily recover. The event may impact the consequences for others. Reputational impact would be Not at all No impact on others. attitudes and workload of Significant client or colleague long-term There Somewhat could be some self and or others harm with potentially Irreparable and permanent Very Much decrease in workflow If there is reputation or permanent consequences. harm, damage or loss. efficiencies and/or increase Extremely monetary loss, it would Adverse impact on work Compromise of professional in workload. have moderate or environment, and culture. status, reputation, and ability temporary harm, damage, Significant compromise to do the work or loss to the organization. relationships, within and outside Long-term compromise to the organization. relationships, within and . outside of the organization. Monitor Digitally (behind the scenes) Invest in Gathering Data from Performers and Others©Ontuitive® 2013 #EnableROI
    24. 24. Determining KPI impact© Ontuitive#EnableROI©Ontuitive® 2013 2012
    25. 25. Mapping to KPIs The process to make the connection 1 Chose project: business-critical process for taking new products to market Perform “rapid task analysis”. Identifying and organizing tasks for which 2 people need support. Conduct critical skills analysis, rating each identified task between 1 & 7. 3 Score represents criticality of the task to the process & degree of risk. 4 Implement performance support Monitor usage patterns within the PS solution for each area. If 5 performance support is helpful, people will use it and usage (and performance) will increase. If usage is low or falling, that means PS is no longer providing the support that workers need.©Ontuitive® 2013 #EnableROI 25
    26. 26. Agenda Current approach to measurement? Enabling Kirkpatrick Who’s doing it and how? Wrap-up©Ontuitive® 2013 #EnableROI
    27. 27. The ROI challenge can be met! “Ontuitive has helped us improve the productivity of thousands of employees and eliminated significant training costs.” - Jeremy Smith, Senior Manager of Learning Solutions at Herman Miller Our Performance Support results have equaled a “Quantum Leap” in terms of time savings and process consistency. - Cigna Sales Leadership©Ontuitive® 2013 #EnableROI 27
    28. 28. PS bridges the gap Training to Business Impact Performance Support solutions correlate to improved performance: 86% daily use of PS solution 6-8% Increase in daily work productivity use ratio of performance support 80:1 vs traditional LMS eLearning approach©Ontuitive® 2013 #EnableROI 28
    29. 29. PS bridges the gap Training to Business Impact Performance Support solutions correlate to improved performance: 15% year over year reduction in help desk calls Up to 70% reduction in instructor-led training adding PS reduces time to competency by half©Ontuitive® 2013 #EnableROI 29
    30. 30. 2013 monthly webinar series March: The PS Maturity Model April: “Smart” Performance Support May: The Power of Mobile Support June: Agile Development July: How are you doing? Self-evaluation August: Competencies for L&D & performance September: Technology Needed to Author & Deliver PS October: People-Centered Computing November: Kill Search December: IT – Love Them! May 8-10: PS Lab & Seminar Hosted by The MASIE Center Saratoga Spring, NY©Ontuitive® 2013 #EnableROI 30
    31. 31. Thanks! Next Steps & Resources Become a member of our Performance Support Community – if you already are – invite a friend or colleague! In the community you can: • Discuss your ROI challenges, and receive feedback and solutions from your peers • Read our blogs, watch past webinars, listen to podcasts • Network • Collect business case data • Find resources to share with stakeholders to increase PS buy-in Community Invite Link: http://performersupport.ning.com/?xgi=3bIevz1cS7jVN3 Contact Us: bobandcon@ontuitive.com @bmosh @congott©Ontuitive® 2013 #EnableROI 31

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