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World-Class Training Programs Lessons from the Experts


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  • 1. World Class Training Programs: Lessons from the Experts Heather Ramsdell, Anne Whiteford, Kathy Ecklund, ADC Telecommunications MaryAlice Jewell, Lionbridge Track: New Administrators
  • 2. Safe Harbor Statement
    • “ Safe harbor” statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements the achievement of which involves risks, uncertainties and assumptions. If any such risks or uncertainties materialize or if any of the assumptions proves incorrect, our results could differ materially from the results expressed or implied by the forward-looking statements we make.  All statements other than statements of historical fact could be deemed forward-looking, including any projections of subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services.
    • The risks and uncertainties referred to above include - but are not limited to - risks associated with the integration of Sendia Corporation’s technology, operations, infrastructure and personnel with ours; unexpected costs or delays incurred in integrating Sendia with, which could adversely affect our operating results and rate of growth; any unknown errors or limitations in the Sendia technology; any third party intellectual property claims arising from the Sendia technology; customer and partner acceptance and deployment of the AppExchange and AppExchange Mobile platforms; interruptions or delays in our service or our Web hosting; our new business model; breach of our security measures; possible fluctuations in our operating results and rate of growth; the emerging market in which we operate; our relatively limited operating history; our ability to hire, retain and motivate our employees and manage our growth; competition; our ability to continue to release and gain customer acceptance of new and improved versions of our CRM service; unanticipated changes in our effective tax rate; fluctuations in the number of shares outstanding; the price of such shares; foreign currency exchange rates and interest rates.
    • Further information on these and other factors that could affect our financial results is included in the reports on Forms 10-K, 10-Q and 8-K and in other filings we make with the Securities and Exchange Commission from time to time, including our Form 10-K for the fiscal year ended January 31, 2006. These documents are available on the SEC Filings section of the Investor Information section of our website at /investor .
    • Any unreleased services or features referenced in this or other press releases or public statements are not currently available and may not be delivered on time or at all.  Customers who purchase our services should make purchase decisions based upon features that are currently available., inc. assumes no obligation and does not intend to update these forward-looking statements, except as required by law.
  • 3. Agenda
    • Training Strategies / Offerings
    • Kathy Ecklund – ADC Telecommunications
    • MaryAlice Jewell – Lionbridge
    • Panel Discussion
    “… untrained users cost five times more to support than trained users” Gartner, 2006
  • 4. Topics
    • Complete Blended Solutions
    • How to Blend
    • Sample Cost Matrix
    • Education Services Solutions
    … organizations that combine process training with technology skills at deployment will increase adoption and improve productivity after 30 days by 40 percent over technology-only training (0.8 probability) - Gartner
  • 5. Complete Blended Solutions
    • Instructor Led/Virtual Classroom
      • Pro’s:
        • Ability to Gauge Comprehension
        • Adjust to needs of participants
        • Evangelize the tool
      • Con’s:
        • Less Flexibility in scheduling
        • Less Flexibility in pace of learning
        • Scheduled during work hours
        • Ability to multi-task
      • Best Practices:
        • Instructor Led Training: 6 – 8 hours
        • Web Based Training: 2 hour maximum
        • Class size: 14 participants max
        • Sandbox environment for hands-on experience
  • 6. Complete Blended Solutions
    • eLearning
      • Pro’s:
        • Just in time training
        • Reduces training time up to 1/3
        • Simulation, assessment and testing throughout the process
      • Con’s:
        • No instructor
        • Potential Frustration if not familiar with tools
      • Best Practices:
        • 20 – 30 minute maximum per module
        • Quick Tip Guides from each slide
        • Sandbox environment to reinforce learning
  • 7. How to Blend
    • How have you trained on other applications?
    • Based on size, location, and skill set
      • Dispersed participants
        • Is there a scheduled meeting planned? Is travel an option?
      • Centrically located participants
        • Use Instructor-led training to teach “day in the life”
        • eLearning used as pre- or post learning tool
  • 8. Sample Cost Matrix
    • Instructor-Led/Virtual
      • Pay-as-you-go Plan
      • Every time as class is run, you pay for the instructor knowledge at that time
      • Limited Capacity based on trained instructors
    • eLearning
      • Investment made upfront with a return during the life cycle of the training.
      • More users taking advantage of eLearning, the lower the cost per user becomes
      • Unlimited capacity
    “ Every hour of end-user training and IT professional training is worth an average of at least 5 hours to the enterprise” – Gartner, 2006
  • 9. Education Services Solutions
    • Pre-requisite Training
      • 15 generic training offerings via Help & Training Link
    • Publicly Offered Classes
      • Administration Workshops
      • AppExchange Advanced Data Migration
      • AppExchange Laboratory
      • AppExchange Mobile Admin Console
    • Custom training via ILT, VLT, or eLearning
  • 10. Thought for the day…
    • “ give a person a fish, and you’ve solved a one meal problem”
    • “ teach a person to fish and together you’ve solved a hunger problem”
    • BUT IF
    • “ you teach that person to learn, they don’t have to just eat fish”
  • 11. ADC Telecommunications
    • Leader in Network Infrastructure products and services
    • 340 sales reps in 140 countries
    • 3000 customers worldwide
    • Annual Sales $1.27 Billion
    INDUSTRY: Telecommunications EMPLOYEES: 9,100 GEOGRAPHY: Global PRODUCT(S) USED: SFA, Service & Support, 3 downloaded AppExchange applications # USERS: 630
  • 12. Training Strategy / Approach – Key Challenges
    • Challenges
      • Global Challenge (language)
      • Timing
        • 9 Week Implementation
        • Training
      • Change Management
    • Approaches Evaluated
      • Virtual Led (VLT)
      • Instructor Led (ILT)
      • Pilot Team (60 users)
    • Instructor Led
    • Follow-up (VLT)
    • Train the Trainer (Sales Admins)
    • Pilot Team (WebEx)
  • 13. Training Strategy / Approach – The Solution
    • “ The Game Plan”
      • Utilized Multi-Language/Multi-Currency in users setup
      • Delivery in local language (SVP’s served as translator)
      • Delivered during global sales meeting
      • Partner engaged in initial training with “floaters”
      • Attendance Monitored
      • Sales Admins to deliver on-going training
    • 500 Users Trained (Sales, Marketing, Product Mgmt)
    • Face-to-Face training by “Super Users” in EMEA/APAC by country
    • On-going Training
    Training Profile
  • 14. The Results
    • What were the results?
      • 100% Attendance at training
      • 74% logged in last 30 days
    • Lessons Learned
      • 2hrs is not enough
      • Follow-up training is needed- ONGOING
      • Hit the “Must Knows” first and then build on later
      • Pilot Teams are critical to success of user adoption
      • Incentive Programs increase user adoption
      • Advisory Council (Global View)
      • Need Executive Sponsorship Strategy
  • 15. Lionbridge
    • Broad Range of Integrated Services
      • Globalization
      • Application Testing & Development
      • Content Creation
    • Stable, Public Company
      • NASDAQ: LIOX
      • $400M+ in annual revenue
      • 4,000+ employees in 25 countries
    • Long term client relationships
      • The 10 largest firms in the world choose Lionbridge
    INDUSTRY: Tech Services EMPLOYEES: 4,000+ GEOGRAPHY: Global PRODUCT(S) USED: Cases as an Internal Helpdesk, Campaigns, multiple downloaded Appexchange applications # USERS: 300 Enterprise
  • 16. Training Strategy / Approach – Key Challenges
    • Challenges:
      • Mixed User Experiences
        • 3rd Merger in 6 Years
        • ½ Users were Experienced
        • ½ Users were New or “Jaded”
      • Integration
        • Sales Methodology &
      • Timing
        • Sales Training prior to EE Upgrade & Roll-out
      • Languages & Cultures
        • 50 Global Sites
        • High Localization Expectations
    • Development Site
    • Classroom Training
    • Follow-up Webinar Training
    • Cultural Awareness
    • Train the Trainer
    • eLearning (new)
  • 17. Training Strategy / Approach – The Solution
    • “ The Game Plan”
      • Created Training site in Development
      • Classroom training following Sales Training
      • Phased Global Release with integrated CCS Methodology
      • Attendance Monitored
      • Follow-up Webinar Training
    • Ongoing and Long-Term Strategy
      • Train the Trainer
      • eLearning Modules
      • Translation Workbench
  • 18. The Results
    • What were the results?
      • 100% have participated in Basic Training: 300 Users
      • 87% logged in last 30 days
      • New Training Survey to be released in November
    • Lessons Learned
      • Mini Training Survey’s enable everyone to have a voice
      • Training in a Development site has its limitations!
      • Classroom training: combine tutorial and hands-on
      • Webinar Training: 2 hours max and interact with audience
      • Take into account cultural differences
      • Consistent, ongoing follow-up training is needed
  • 19. Kathy Ecklund Senior Program Manager, Sales Operations ADC Telecommunications MaryAlice Jewell Global Sales Operations Manager Heather Ramsdell Customer Success Manager Moderated By: Anne Whiteford Senior Education Manager
  • 20. World Class Training Programs: Key Takeaways from the Session
    • Learning is not a spectator sport
      • Get Your Users Engaged in order to Learn!
    • Train early, train often
      • Once is not Enough
    • Initial learning is the hardest
      • Experience aides in Learning
    • Re-enforcement learning is critical
      • Build Upon Success
    • Successful training is critical to adoption
      • In order to embrace, you must first understand
  • 21. World Class Training Programs: Advice from the Experts
  • 22. Session Feedback Let us know how we’re doing!
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      • Overall rating of the session
      • Quality of content
      • Strength of presentation delivery
      • Relevance of the session to your organization
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