Ps keynote dommel valley 1211


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  • 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. 
  • Ps keynote dommel valley 1211

    1. 1. Performance Support: Embracing strategies that go beyond the classroom by bringing learning into the workflow Bob Mosher Chief Learning & Strategy Evangelist © LearningGuide Solutions 2011
    2. 2. © LearningGuide Solutions 2011 2
    3. 3. How has the learning landscape changed over the past few years?  Learners??  Technology??  Needs??  Our Learning Offerings? © LearningGuide Solutions 20113
    4. 4. "You can't teach people everything they need to know… The best you can do is position them where they can find what they need to know when they need to know it." © LearningGuide Solutions 20114 Copyright LearningGuide Solutions 2011
    5. 5. “We don’t have a choice on whether we DO social media, the question is HOW well we DO it.” - Eric Quaman 5 © LearningGuide Solutions 2011
    6. 6. 100% 80% 60% 40% 20% 0% 30 Min. 58% 33% 48 Hrs. Time after course completion 3 weeks Source: Research Institute of America Competency (On-the-Job –”Transfer Environment” - EPSS) 6 Performance Support Strategy Mastery (Training Event/ E-Learning) © LearningGuide Solutions 2011
    7. 7. “The illiterate of the 21st century will not be those who cannot read and write, but those who cannot learn, unlearn, and relearn.” - Rethinking the Future by AlvinToffler © LearningGuide Solutions 2011Copyright LearningGuide Solutions 20117
    8. 8. © LearningGuide Solutions 2011 1. When Learning for the First Time 2. When Wanting to Learn More 3. When Trying to Remember and/or Apply 4. When Things Change 5. When Something Goes Wrong Application & Maintenance of Knowledge Performance Support Acquisition of Knowledge Formal Instruction BlendedLearning?BlendedTraining!BlendedLearning! 8
    9. 9.  “What tools do you, or your organization, currently use for Performance Support?” © LearningGuide Solutions 20119
    10. 10. • Job Aids • CoP’s • Wiki, Blog, Forums • Learning Portal • Reference Materials • FAQ’s • Help Desk • SIMS • Pod Casts • Coaching • SharePoint • Webinars • Recorded Webinars • Instant Messenger © LearningGuide Solutions 201110 “Filter Failure”
    11. 11. Training (First 2 Moments of Need) TEACH Other Resources Practice/Demos Deeper Details Steps Training Objectives Conceptual Bkgrd Deeper Detail Steps Components: Performance Support (Last 3 Moments of Need) DO Training Objectives Conceptual Bkgrd Deeper Detail Steps Moment of Need PS Broker © LearningGuide Solutions 2011 LMS 11
    12. 12. IncreasingLevelsofSupport Process – overview of the business process Steps – concise quick reference instructions Details – robust and detailed job-aids Practice – real-world exercises in the application Resources – Link to existing resources (learning assets, knowledge management, portals, etc.) Social – connect to social information channels 12 © LearningGuide Solutions 2011
    13. 13. 1. Procedure-based PS Brokers  Supports Enterprise Application Adoption, Cross-Application use, etc. 2. Soft skills-based PS Brokers  Supports Competency Adoption, Leadership skills development, Sales skills development, etc. 3. Product-based PS Brokers  Supports Sales, Customer Direct Sales, Supply-chain etc. 4. Reference-based PS Brokers  Supports Medical, Legal, Customer Service/Help Desk 5. Workflow Process/Scenario-based PS Brokers  Supports Onboarding, Collaborative Workflows, Regulatory Compliance, etc. 13 © LearningGuide Solutions 2011
    14. 14. © LearningGuide Solutions 201114
    15. 15. © LearningGuide Solutions 2011 15
    16. 16. • 84% of enterprise uses solution daily • 6% increase in daily work productivity measure • 80:1 use ratio of performance support vs. traditional LMS e-learning based approach • 99% cost reduction per learning transaction • 12% year-over-year reduction in help desk calls • 70% reduction in Instructor Led Training 16 © LearningGuide Solutions 2011
    17. 17. Aligned to deliver ROI and specific business benefit Embedded in the workflow and readily available at the moment of apply. Contextually Delivered according to specific roles and varying access needs Just Enough in the form needed to effectively perform inside the business process Integrated with formal learning to compliment and extend current learning investments Trustworthy and current in every place. 17 © LearningGuide Solutions 2011
    18. 18.  “What role does the classroom play in all this?” © LearningGuide Solutions 201118
    19. 19. “A person who carries a cat by the tail learns something about cats they can learn in no other way….” Mark Twain © LearningGuide Solutions 201119
    20. 20. Informal Learning Self-DirectedLearning Instructional Time Peers Support Materials Technology Aided Learning (PS Broker) InstructorAidedLearning © LearningGuide Solutions 201120
    21. 21. Pick a Project that’s a sure win and can prove the process – “Don’t Boil the Ocean!!” Choose Software that brokers, publishes, maintains and scales. Proof the Concept to show what it can be and do. Seeing is believing!!! Get a Budget so you can see it through. Commitment follows dollars Check your Methodology to optimize development of true blended learning.The pyramid’s the game changer. Shift Ownership and governance to the lines of business. © LearningGuide Solutions 201121
    22. 22. “A ship in a harbor is safe, but that’s not what ships are built for…” © LearningGuide Solutions 201122
    23. 23. Thank you for participating!!  Join the PS Community and contribute a comment  Whitepaper on the business value of PS  Let’s Tweet!!  Bmosh Copyright LearningGuide Solutions 2011© LearningGuide Solutions 201123