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LMS Accelerate your Training
 

LMS Accelerate your Training

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How to accelerate your training after an LMS deployment - Buisness case

How to accelerate your training after an LMS deployment - Buisness case

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    LMS Accelerate your Training LMS Accelerate your Training Presentation Transcript

    • Develop Talent and Accelerate Your Training with TotalLMS Corrie Woolcott – MedImpact Health Systems Page 1 - May 15, 2009 – PROPRIETARY AND CONFIDENTIAL
    • Introduction Page 2 - May 15, 2009 – PROPRIETARY AND CONFIDENTIAL
    • Overview – Today’s Presentation MedImpact’s strategic Small Medium Business (SMB) advantage using SumTotal LMS Reduce new hire on-boarding time with Audience Assigned training Blend-in customized notifications & automate communication Understand the REAL value of reporting Key LMS initiatives that drive results at MedImpact Discuss MedImpact’s lessons learned using SumTotal LMS Review 4 “current” MedImpact scenarios as it pertains to: • Corporate Compliance (Season runs from Jan-April 30th) • On-Boarding Program (MedImpact Talent Development Plan) • Customer Call Center Training (Automated Training Assign Feature & Customized Notifications) • Tracking Certifications (CPE for CPA’s) Page 3 - May 15, 2009 – PROPRIETARY AND CONFIDENTIAL
    • Objectives Identify a starting point to launch your LMS training “real time” Gather and list new LMS Administration roles to help identify training needs Develop new skills by using the Audience Assigned Training Feature Expand your knowledge & become innovative with automated notifications Learn how to use LMS as a consulting tool Page 4 - May 15, 2009 – PROPRIETARY AND CONFIDENTIAL
    • About MedImpact Page 5 - May 15, 2009 – PROPRIETARY AND CONFIDENTIAL
    • MedImpact Healthcare Systems, Inc. Headquartered in San Diego, MedImpact Healthcare Systems, Inc., is the nation's largest pharmacy benefit management (PBM) company that does not sell drugs. Founded in 1989, the company currently serves more than 30 million individuals nationwide. MedImpact clients include Fortune 500 corporations and employers, unions, managed care organizations, insurance carriers, third-party administrators, as well as local, state and federal employee programs. MedImpact bases its success on delivering innovative products and services designed to lower overall client cost while increasing member satisfaction and quality of care. Page 6 - May 15, 2009 – PROPRIETARY AND CONFIDENTIAL
    • MedImpact Growth as a SMB 1989: 10 Employees 1996: 50 Employees - 5 Million Lives 1998: 100 Employees - 7 Million Lives 1999: 200 Employees - 10 Million Lives 2000: 300 Employees - 14 Million Lives 2002: 400 Employees - 20 Million Lives 2005: 500 Employees - 27 Million Lives 2007: 700 Employees - 30 Million Lives 2008: 800 Employees - 31 Million Lives 2010+: Projected 1200 Employees – 50 Million Lives Page 7 - May 15, 2009 – PROPRIETARY AND CONFIDENTIAL
    • MedImpact’s strategic SMB advantage using SumTotal LMS Page 8 - May 15, 2009 – PROPRIETARY AND CONFIDENTIAL
    • Business drivers for training in the PBM Industry Regulations Corporate compliance Compliance reporting and auditing Employee development Continuing Education Credits (CEC) Outside learning Adherence to accreditation sponsored BU & Federal guidelines certifications RFP (Sales) Business Strategy Mission, Vision, Values On-boarding In-house Performance Mgmt. Compliance Regulations Succession Planning (above standard) Page 9 - May 15, 2009 – PROPRIETARY AND CONFIDENTIAL
    • Using the LMS to become strategic Creating employee certifications specific to each BU Leveraging ILT cost in hard economic times Focus on business solutions instead of time away for ILT On the job eLearning courses Structured learning programs that deliver results Using reporting as tools to drive or enhance current Initiatives Page 10 - May 15, 2009 – PROPRIETARY AND CONFIDENTIAL
    • Importance of content for SMB Many SMB’s start from paper processes to LMS – Our story Compliance is mandatory irrespective of the size of the company LMS helps assign, complete, track and audit training programs SMB’s are usually just starting off without any built-in content The employee life cycle Embedded content is key for an SMB to ensure cultural change. Page 11 - May 15, 2009 – PROPRIETARY AND CONFIDENTIAL
    • Importance of content for SMB PBO Attract Develop Workforce On-Boarding Retain Management Employee Life Cycle LMS Corporate Initiatives • Audience • Internal Consulting • Assign • BU Objectives & Business Plan • Track • Develop/Create • Report Succession • Feedback Plan • Evaluate Page 12 - May 15, 2009 – PROPRIETARY AND CONFIDENTIAL
    • Importance of content for SMB LMS Supports all aspects of the Employee Performance Cycle Page 13 - May 15, 2009 – PROPRIETARY AND CONFIDENTIAL
    • Reduce new hire on-boarding time with Audience Assigned training Page 14 - May 15, 2009 – PROPRIETARY AND CONFIDENTIAL
    • Impact Development Plan MedImpact’s LMS Not so functional Fully functional After Implementation of the LMS Page 15 - May 15, 2009 – PROPRIETARY AND CONFIDENTIAL
    • Impact Development Plan Page 16 - May 15, 2009 – PROPRIETARY AND CONFIDENTIAL
    • Impact Development Plan ILT E-Learning OJT Phase 1 Required Recommended Phase 2 Required LMS Recommended Phase 3 Required Recommended Build the exact paper replica version in the LMS Where did we start? Page 17 - May 15, 2009 – PROPRIETARY AND CONFIDENTIAL
    • Impact Development Plan Goals & Objectives • Visual – Cultural impact • Catalog search • Track & Report • Assigned to New Hires on Day 1 Page 18 - May 15, 2009 – PROPRIETARY AND CONFIDENTIAL
    • Building an Audience Page 19 - May 15, 2009 – PROPRIETARY AND CONFIDENTIAL
    • LMS Challenges What do we do with recent new hires and current employees? How do we blend ILT, e-Learning and OJT? How was the reporting functionality going to work? How were managers going to track employee progress? How does a PDF get tracked? What are rule sets and how do they work? Page 20 - May 15, 2009 – PROPRIETARY AND CONFIDENTIAL
    • Blend-in customized notifications & automated communication Page 21 - May 15, 2009 – PROPRIETARY AND CONFIDENTIAL
    • Required Training Lesson (RTL’s) get Automated Customer Service Call Center adopts LMS for monthly testing… Page 22 - May 15, 2009 – PROPRIETARY AND CONFIDENTIAL
    • Required Training Lesson (RTL’s) get Automated Customer Support Challenges Performance Guarantees and SLAs to customers First call resolution always a priority Training all employees by ILT Increases Call Handle Times (CHT) We service 31 million lives (Large volume to service) 24hrs day, 365 days a year transparent Help Desk Multilingual services offered High call volume in peak times (Monday’s, end of the month) Training programs need to leverage downtime New CSR’s certification is needed to raise the level of quality and service New Call Center open July 2008 In Tempe, AZ – How do we train employees? Page 23 - May 15, 2009 – PROPRIETARY AND CONFIDENTIAL
    • The right tools Using 3rd party vendor software to: • Create e-learning training • Deliver training to a target audience • Deliver training to multiple sites • Track & score (SCORM) • Report Page 24 - May 15, 2009 – PROPRIETARY AND CONFIDENTIAL
    • How we used learning activity notifications Page 25 - May 15, 2009 – PROPRIETARY AND CONFIDENTIAL
    • How we used learning activity notifications Page 26 - May 15, 2009 – PROPRIETARY AND CONFIDENTIAL
    • Call Center Training BEFORE and AFTER RTL’s Before LMS RTL’s After LMS Each Supervisor sends an e-mail to their CSR team RTL is created with 3rd party vendor software telling them to complete the RTL by the deadline E-learning is loaded into the LMS (less than 5min) (30days) Notifications are customized then activated in the Supervisors manually send reminder e-mail staging area Employees emails supervisor with status of RTL Notifications are linked to Managers and Supervisors Employees manually completes RTL and/or attaches The RTL is loaded in Assigned training with CSR electronic file then sends completed RTL to supervisor Audience Supervisor manually grades all test scores and tracks Assignment feature is turned on progress on excel spreadsheet e-mail employee back with test scores if they do not pass the whole process All intended recipients get the RTL placed in their My starts over To do in LMS Supervisor has to police procrastinators Tracking by LMS begins Page 27 - May 15, 2009 – PROPRIETARY AND CONFIDENTIAL
    • Call Center Training BEFORE and AFTER The solution is very effective Quick Customized Provides consistency Increases production, quality and service Drives Results & Employee Engagement Page 28 - May 15, 2009 – PROPRIETARY AND CONFIDENTIAL
    • Corporate Compliance Reporting State & Federal 800+ Requirements Employees 10 Courses 9 Courses for Managers for employees 4 Months RFP to complete Accreditation Page 29 - May 15, 2009 – PROPRIETARY AND CONFIDENTIAL
    • Corporate Compliance We had to build 2 separate audiences to accommodate our needs Page 30 - May 15, 2009 – PROPRIETARY AND CONFIDENTIAL
    • Corporate Compliance Existing Employees New Hires • 4 months to complete • 30 days from date of hire to complete • Mgr vs. Non-Mgr. • Mgr vs. Non-Mgr. Rules Set had to be configured to meet our needs Page 31 - May 15, 2009 – PROPRIETARY AND CONFIDENTIAL
    • DEMO Assigned Audience Training for Corporate Compliance Page 32 - May 15, 2009 – PROPRIETARY AND CONFIDENTIAL
    • Understand the REAL value of reporting Page 33 - May 15, 2009 – PROPRIETARY AND CONFIDENTIAL
    • Tracking Certifications (CPE for CPA’s) Continuing Professional Education (CPE) for CPAs Consolidate and centralize training records to maintain accurate tracking Eliminate silos to become cross-functional and gain access to reports Each employee can maintain an active role by managing their CPE’s Organizational Performance metrics tied to training hours -From 55/hrs per year per employee to 60/hrs+ Goals set for Individual Objective Plan (IOP) or Personal Development Plan (PDP) can be managed easily and with accuracy. Page 34 - May 15, 2009 – PROPRIETARY AND CONFIDENTIAL
    • Key LMS initiatives that drive results at MedImpact Page 35 - May 15, 2009 – PROPRIETARY AND CONFIDENTIAL
    • Key Initiatives that drive results … Customer Support Initiative LMS allows us to perform and achieve results much faster than ever expected. We can calculate the tangible metrics but what is unique is that LMS also adds value with Intangible metrics. ROI Results Using RTL’s via the LMS: • Certified 20 CSR’s Level II in 2009 vs. 6 in 2008. • We removed 200 hrs of RTL Supervisor Maintenance • Reduced Escalated Calls by an Avg. of 2,500 per Month We have surpassed our Managed Goal = All calls answered by a “Live Person” within 28 seconds Page 36 - May 15, 2009 – PROPRIETARY AND CONFIDENTIAL
    • Key Initiatives that drive results … Compliance Initiative The original (pre-LMS) processes were paper based & manual Time and cost it took with paper based approach was huge How it is changed for administrators, managers & employees Reporting capabilities were ad-hoc Manual process was prohibitive for quicker RFP response Quick accurate snap shot of company metric was essential No last minute planning Ease of use = confidence in meeting reporting deadlines Page 37 - May 15, 2009 – PROPRIETARY AND CONFIDENTIAL
    • SumTotal LMS helped us achieve results by… Targeted training for existing employees, new hires, Managers and Non-managers Created separate audiences for new hires and existing employees Assigned Corp. Compl. training to existing hires with a deadline of April. Assigned the 9-10 corporate compliance course to new hires (30 days) Automated notifications with reminders and warnings to All audiences Auto-assign allowed us to report exceptions & become more proactive The Auto-assign feature eliminated all our manual processes Page 38 - May 15, 2009 – PROPRIETARY AND CONFIDENTIAL
    • Results Accomplished Using SumTotal Rapid deployment of ROD LMS within few short weeks Fast adoption of ROD LMS with all 800 employees on LMS Audit report creation from 2 weeks to less than 2 hours Improved customer service: All calls resolved within 28 seconds Improved compliance with tracking of Compliance trainings Significant cost saving due to reduced ILT and reduce travel Improved effectiveness of sales training Competitive advantage with faster auditing and reporting Increased employee development and engagement Reduced administrative overheads Page 39 - May 15, 2009 – PROPRIETARY AND CONFIDENTIAL
    • Evaluation Plan Guide - Example Page 40 - May 15, 2009 – PROPRIETARY AND CONFIDENTIAL
    • Discuss MedImpact’s lessons learned using SumTotal LMS Q&A Page 41 - May 15, 2009 – PROPRIETARY AND CONFIDENTIAL
    • Lesson learned – Self Tracking Page 42 - May 15, 2009 – PROPRIETARY AND CONFIDENTIAL
    • Thank You Corrie Woolcott MedImpact Healthcare Systems, Inc. Corrie.Woolcott@MedImpact.com Page 43 - May 15, 2009 – PROPRIETARY AND CONFIDENTIAL