Learning management systems

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A presentation by Keith Stopforth, made to the APM North East branch on Tuesday 8th October 2013

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  • Learning management systems

    1. 1. The Joy of Learning Transformation Keith StopforthKeith Stopforth Consultancy Ltd
    2. 2. Background: Formed Keith Stopforth Consultancy Limited in Summer 2012 Operating in many sectors including Healthcare, Financial Services, Retail, SME, Banking and Transportation Offering HR Consultancy and Delivery in Talent Management, Change Management, Learning Technology, and Leadership Development Qualified Leadership Coach and Mentor Always willing to share lessons learnt!
    3. 3. Agenda 1. Why is learning transforming? 2. Where is it heading? 3. Some key examples… a. How learning technologies can support you b. Impact c. Top tips 4. Discussion…
    4. 4. Why is learning transforming? cipd survey 2011: The private sector in particular anticipates closer integration of learning & development activity with business strategy
    5. 5. Why is learning transforming? • 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
    6. 6. The landscape of change
    7. 7. Transformation engagement?
    8. 8. How can learning technologies support transformation? Savings Delivery Organisational Structure Technology Learning Content Capabilities
    9. 9. 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
    10. 10. Agenda 1. Why is learning transforming? 2. Where is it heading? 3. Some key examples… a. How learning technologies can support you b. Impact c. Top tips 4. Discussion…
    11. 11. Bupa Health & Wellbeing Reconnecting with customers: A need to innovate, differentiate and reconnect with customers led Bupa Health & Wellbeing to embark on a major transformation programme
    12. 12. Why change? • We had 87 legacy computer systems • Customer experience was affected • Colleagues struggled to work across all environments So time to replace them with a new, single system, and with that, new ways of working.
    13. 13. Transformation engagement?
    14. 14. The transformation journey
    15. 15. Resulting in…? Impact on employee engagement Bupa achieved: Impact on customers A 2011 customer service benchmarking exercise showed: • An overall increase in patient satisfaction across all aspects of care services (e.g. +11% inpatient / +10% outpatient • A 25% reduction in employee attrition and a 12% reduction in sickness • A 6% uplift in employee pride • • A 7% increase in the related score of “Senior leaders communicate Bupa Health & Wellbeing’s direction, how Bupa Health & Wellbeing will get there and what challenges face us” Overall satisfaction rising by 16%, positioning Bupa at 9% higher than its nearest competitor • An 11% increase in customer loyalty, taking Bupa way ahead of its competition • The survey said: “Bupa’s customers are more emotionally connected” • A flexible, up-skilled workforce is now able to successfully service new products, directly meet the needs of clients and compete more effectively in the healthcare marketplace Furthermore, Bupa achieved 3rd place in January 2011’s UK Customer Satisfaction Index, close on the heels of brands like John Lewis (UKCSI).
    16. 16. Resulting in…? "Learning technology has been a significant enabler in our business whether we see it in employee engagement, changing behaviour in the organisation, delivering new systems, enhancing our product base, enabling us to get closer to our customers, all of those have been impacted by e-learning and learning technologies. It's been a really powerful attribute for us.“ Craig McCoy, Bupa HR Director
    17. 17. Top tips 1. Is your audience ready? Understand their learning technology journey 2. Keep telling the learning technology story at all levels 3. Align technology use to business need. i.e pace/volume of delivery/flexibility/cost 4. Where the customer experience is critical test, test & re-test! 5. Get stakeholders to be early adopters 6. Let the experts be the experts 7. Set your evaluation & ROI criteria at business case stage 8. Bring Fun, Autonomy, Choice and Flexibility to learning
    18. 18. Agenda 1. Why is learning transforming? 2. Where is it heading? 3. Some key examples… a. How learning technologies can support you b. Impact c. Top tips 4. Discussion…
    19. 19. Thoughts?

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