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Initial Business Plan forHealth Care CooperativeOverviewIt is the goal of eKnowledge to present a clear plan for the management of this project on behalf of Health Care Cooperative (HCC). It is extremely important to eKnowledge that communication is clear and that client expectations are defined and exceeded. To help in this process, eKnowledge has developed the following initial business plan for HCC. Task AnalysisFigure 1 provides an overview of eKnowledge’s process once awarded the contract by HCC. The first step is to immediately begin conducting an audience analysis and a full task analysis to determine, in more detail, the ideal format and presentation of the trainings to be provided to HCC. Once these are completed, a draft of the course structure will be created and a meeting with HCC and Subject Matter Experts will be scheduled so that content can be reviewed. A functional prototype of the trainings will then be created and tested, so that upon final implementation, HCC will receive trainings that exceed their expectations for functionality and content. Figure 1. The overall process for the HCC project.Timeline and MilestonesThe timeline below (Figure 2) was created using SmartSheet (click here to download the timeline). It is a visual representation of all of the milestones and deliverables that eKnowledge is dedicated to delivering to HCC. The time from awarding of the contract to final implementation is estimated at 16 weeks. 1
Initial Business Plan forHealth Care Cooperative Figure 2. Proposed timeline for HCC project. MeetingsConsistent, clear, and open communication is extremely important to eKnowledge. We believe that great communication is key for any successful partnership. In order to keep open communication between eKnowledge and HCC, we propose the following face-‐to-‐face meetings: • Meet with key stakeholders – Week 1 • Follow up meeting – Week 6 • Meet with SME(s) –Week 1 / 2 and week 11 • Final Implementation – Week 15 • Evaluation Meeting – Week 16 Deliverables and MilestonesThere are several major deliverables and milestones for this project. In order to complete the contract on time, eKnowledge is committed to delivering the following items to HCC according to the above timeline: • Final Analysis – Week 6 • Analysis review –Week 7 • Final Content Review – Week 11 • Functional Prototype – Week 12 • Final Approval of Deliverables – Week 14 2
Initial Business Plan forHealth Care Cooperative • Final Training Delivered – Week 15 Personnel and RolesProject ManagerThe Project Manager will oversee all processes throughout this project. The key functions of the Project Manager are to: • Develop and maintain partnerships with all stakeholders, advisors, subject matter experts, and contractors. • Ensure the delivery of quality products and services to HCC. • To work flexibly and respond positively to HCCs training needs. • Manage the implementation of sound learning design and pedagogical practices to the development of resources and control budgets to ensure value for money. Senior Instructional DesignerThe Senior Instructional Designer will oversee the Design phase of the ADDIE process. The key functions of the Senior Instructional Designer are to: • Manage the creation of content outlines, storyboards, instructor guides, and participant manuals for the online and on-‐ground training. • Oversee the development of instructional materials. • Meet with key stakeholders, conduct follow-‐up meetings, and finalize the analysis of the training program. Senior Content DeveloperThe Senior Content Developer will oversee the Development phase of the ADDIE process. The key functions of the Senior Content Developer are to: • Manage the creation of the innovative learning programs developed. • Ensure the delivery of the tailor-‐made train-‐the-‐trainer workshops for HCC. • Oversee the development of the computer, Web and/or multimedia graphics, animation, audio and video production, and/or content materials to support HCCs training program needs. Training ManagerThe Training Manager will oversee Implementation phase of the ADDIE process. The key functions of the Training Manager are to: • Implement and oversee the general management, development and assessment of the training team 3
Initial Business Plan forHealth Care CooperativeSenior Curriculum DeveloperThe Senior Curriculum Developer will oversee the Evaluation phase of the ADDIE process. Here are the key functions of the Senior Curriculum Developer: oversee the source and development of the training content and material; and, develop and maintain a suite of training modules that are up to date and quality assured by subject matter experts for delivery through the host platform. Instructional DesignerThe Instructional Designer will develop creative exercises and visuals to enhance the training experience. This includes outlines, storyboards, instructor guides, and participant manuals for the online and on-‐ground training. Other functions of the Instructional Designer are: • The development of all instructional materials; • To work with SMEs to write and edit educational content. • Evaluate learning audiences and their needs. Specific duties in the ADDIE process are: 1. Analysis: Compile results of the training analysis and submit them to the Senior Instructional Designer for final analysis. 2. Design: Draft the design structure, review materials and design with HCCs subject matter experts (SME), edit per SMEs recommendations, and perform the final design content review in preparation for the development stage. Multimedia SpecialistThe Instructional Designer will develop creative exercises and visuals to enhance the training experience. This includes outlines, storyboards, instructor guides, and participant manuals for the online and on-‐ground training. Other functions of the Instructional Designer are: development of all instructional materials; coordinate, write and edit educational content; and, evaluate learning audience and their needs. Specific duties in the ADDIE process are: 1. Analysis: Compile results of the training analysis and submit them to the Senior Instructional Designer for final analysis. 2. Design: Draft the design structure, review materials and design with HCCs subject matter experts (SME), edit per SMEs recommendations, and perform the final design content review in preparation for the development stage. Training SpecialistThe Training Specialist is responsible for maintaining all instructor course materials and conducts the training for HCCs employees. Other functions of the Training Specialist include the identification of gaps in materials and assisting in the creation of classroom and eLearning courses (instructor notes, presentation, database setup, etc.). The Training Specialist will also 4
Initial Business Plan forHealth Care Cooperativeprovide technical documentation associated with such courses. Specific duties in the ADDIE process are: ● Implementation: Obtain final approval from Senior Training Specialist on all deliverables and conduct employee and train-‐the-‐trainer sessions for online and on-‐ground participants. Curriculum Development SpecialistThe Curriculum Development Specialist will assess training needs, and establish priority and timelines for training implementation initiatives. Additionally, they will participate in the development and evaluation of the training curriculum. Specific duties in the ADDIE process are: ● Evaluation: Responsible for the ongoing evaluations of the training program and edits the training based on the results. Compliance ExpertThe Compliance Expert will ensure compliance with company, departmental, regulatory agencies guidelines. Additionally, they will liaise with external course providers, employers, clients, and examining bodies to ensure that all training courses are kept up to date, also keeping up to date with relevant systems, software and online training technology. Technical Support SpecialistThe Technical Support Specialist is responsible for providing technical consultations as needed throughout the training program. The training specialist will troubleshoot, test, and analyze computer and system problems to determine the best solution. Additionally, they will provide support to and train HCCs technical support staff in preparation for the training program handover upon the completion of eKnowledges contract. Quality AssuranceeKnowledge will utilize the following methods and standards to evaluate the quality of the courses, and to ensure all products are of the highest quality. MethodsAll of the products created by eKnowledge are of the highest quality. To support this crucial part of our work, eKnowledge uses a comprehensive quality assurance system (QAS) to ensure quality across the following five categories: 1. Usability: Courses will be easy to use in all respects, and content will be delivered in ways to accommodate a variety of learning types and styles. 2. Learning effectiveness: Learners will achieve the objectives determined during the design phase of the project. 3. Accuracy: All content will be accurate, as determined by the SMEs and the HCC review team. 5
Initial Business Plan forHealth Care Cooperative 4. Change/scalability: The courses will be easy to edit/update, and scalability plans are built into the design process and verified throughout the process. 5. Availability: The course’s technical requirements are fully communicated and successfully implemented; courses are available as needed with a minimal amount of realized technical difficulties. All information collected regarding the above categories during the project will be shared with HCC. This information will allow both eKnowledge and HCC to propose any possible changes, and prioritize and apply them as needed. StandardsAll specific standards will be created collaboratively between eKnowledge and HCC. At this stage, eKnowledge proposes that standards be established in the following categories: 1. Navigation 2. Learner orientation 3. Availability of course resources 4. Access to technical support 5. Accuracy of course content 6. Learner success against objectives Other standards will be established as necessary during the design phase of the courses. The results of the courses’ performance against established standards will be evaluated by eKnowledge, presented to HCC, and revisions will be made as necessary. Program EvaluationeKnowledge will conduct the following two main types of evaluations throughout the development and deployment of these courses. 1. Formative evaluation: During the design and development processes, formative evaluations will measure the courses against the established standards and criteria. All content will be presented to HCC’s SMEs and upper-‐level managers prior to deployment and their review of the content will ensure a higher level of success once the courses are deployed. Managers will also be given be given a pre-‐course survey during the design process so that the eKnowledge team can understand their perceptions and expectations. Adjustments will be made during both the design and development stages to address this and other feedback. A select group of managers will participate in a pilot offering of the courses prior to their full deployment, and their feedback, provided via surveys and interviews, will be reviewed by both eKnowledge and HCC and modifications will be made as necessary. 2. Summative evaluation: The summative evaluation data will be collected through the administration of post-‐course surveys and selected interviews. This data measures the 6
Initial Business Plan forHealth Care Cooperative courses against Kirkpatrick’s Four Levels of Learning model. Kirkpatrick’s model divides the evaluation process into the following four levels outlined in Figure 3. Description Method of EvaluationLevel 1: Participants review training after its Participants will complete pre-‐course completion and report on their surveys regarding some aspects of the Reaction experience in the courses. Additional content presented in the course. This data collected will be on the following data will be compared to their post-‐ course components: course responses, and the results will be summarized and provided to HCC. ● Relevance of the course Data will be collected through in-‐course materials surveys and assessments, and selected ● Usability of the course interviews. ● Degree to which the course was interesting Level 2: Participants’ knowledge is measured This data will be collected in the same through both pre-‐ and post-‐course surveys and assessments described Learning assessments, and those results are above, for Level 1. The results will be compared to gauge the learning results summarized and provided to HCC. of the course. Level 3: Behavior is the longer-‐term application eKnowledge will work with HCC to of concepts from the courses into develop measurement methods to be Behavior workplace conduct. Measurement is administered a specified time after the generally conducted 3-‐6 months after completion of the course. This data will the conclusion of the training. be collected and presented to HCC. Level 4: The highest-‐level impact is that on the eKnowledge and HCC will work business level, measurable only on a together to develop the measurement Results long-‐term scale. The data is generally criteria for this level. HCC will collect measured in quantifiable terms, but this data and use it for their internal some additional data can be collected processes. Further data interpretation and used for future development can be contracted through projects. eKnowledge. Figure 3. Evaluation process for HCC proposal. The results of all evaluations will be shared fully with HCC, and eKnowledge will compile all the data described above. Presentations will be made to HCC as major timelines in the evaluation process are reached. All of the methodology used in the interpretation of evaluation data shall be shared with HCC, upon request. 7
Initial Business Plan forHealth Care CooperativeRevisionsRevisions will be made during the design and development stages of the project, and based upon the formative evaluation data. Once the courses have received approval from HCC to move into the implementation stage, further revisions will be made to the courses for a period of one year, on a regular schedule. Proposed revisions will be discussed by both HCC and eKnowledge, and will be prioritized by HCC. Cost AnalysiseKnowledge has carefully reviewed HCC’s needs and is pleased to present an estimate of $186,061.50. This price includes hourly and fixed cost. Figure 1 includes a breakdown of the personnel needed to perform this task as well as their hourly rate. Also in figure 1 we have included the start up cost of Mzinga (LMS System). Figure 4 describes the deliverables, the date expected and the payment plan expected for each. Please contact the eKnowledge team with any questions concerning our estimate. We look forward to working with HCC. Resource Hourly Rate Total Hours Total Cost HOURLY RESOURCES Project Manager 33 557.5 18,397.50 Senior Instructional Designer 32 401.5 12,848 Senior Curriculum Developer 32 389.5 12,464 Senior Content Developer 32 394.5 12,624 Training Manager 42 400.5 16,281 Instructional Designer 28 504.5 14,126 Curriculum Developer 27 510.5 13,783.50 Multimedia Specialist 30 325 9,750 On Ground Training Specialist 35 22.5 787.50 Technical Support Specialist 25 As Needed As Needed TOTAL HOURLY COST 111,061.50 FIXED RESOURCES Mzinga (LMS) Startup 75,000 75,000 TOTAL FIXED COST 75,000 8
Initial Business Plan forHealth Care Cooperative TOTAL HOURLY AND FIXED COST 188,061.50 Figure 4. The cost analysis for HCC. All costs in dollars. Payment ScheduleThe Payment schedule for the project is found in Figure 5. Anticipated Date of Payment Deliverable Delivery Schedule Meeting With Stakeholders 8/2/2011 $25,080.3 (20%) Evaluate Learner Needs & Audience 8/23/2011 $12,504.15 (10%) Follow Up Meeting Results Analysis 9/12/2011 $12,504.15 (10%) Draft Structure Final Content Review 10/19/2011 $25,504.15 (20%) Functional Prototype Development Testing 10/28/2011 $37,620.45 (30%) Implementation 11/8/2011 $12,504.15 (10%) Figure 5. Payment schedule for HCC. Risk ManagementeKnowledge understands that an investment of this scope carries with it a variety of risks. Our proposal is designed from the ground up to succeed by mitigating those risks with sound ideas and best practices. We begin our risk management process with our thorough needs analysis in the first phase of the project. A thorough understanding of the organization’s needs is the principal key to ensuring the project’s success. Scheduling and BudgetIn order to prevent overruns in schedule and/or budget we have instituted a project management framework of our own design. Using this framework we carefully monitor the various interwoven components of the development process using detailed time and task tracking, allotment of extra hours to account for obstacles in each task, and a multi-‐leveled hierarchical leadership structure that provides multiple levels of redundancy where it is needed. Key milestones are used to analyze our progress and present a report to HCC and provide authorization to proceed where necessary. At least once weekly communications by telephone and/or web conference will keep us on the same page between milestones. Any modifications or adjustments to any of the plans that impact the final product must be approved by HCC. 9
Initial Business Plan forHealth Care CooperativeResources and StaffingWe know that in this business timing is everything, and we ensure that prior to the start of each phase we have access to additional resources and staff at a moment’s notice. We have several internal project teams from which to draw talent, all of whom are provided weekly progress reports on all projects. Depending on our needs, we have access to a large number of contractors in all relevant specialties, including SMEs, rich media specialists and instructional designers. Additionally, we will draw upon HCC resources and talent wherever possible to maximize efficiency and accuracy in all facets of this project.. TechnologyIn order to keep costs down and minimize the amount of internal resources required for our solution, we recommend using a cloud-‐based solution. As the cloud provider, Mzinga provides an equivalent level of risk reduction in their own implementation process while consistently offering a superior customer experience. You can rest easy knowing that your system has a 99.9% uptime guarantee and that the best technicians, engineers, analysts and helpdesk staff are there to support your needs. Return on Investment (ROI)Measuring Return on Investment (ROI) is always a tricky art. A positive return results when some benefit is achieved. The difficulty lies in determining what constitutes a benefit. Often cost alone is used to determine ROI, but trying to quantify the value or effectiveness of eLearning is not a straightforward matter. The true value of an eLearning product is in both its effectiveness in achieving its primary objective and its scalability. There is another school of thought that believes ROI is not the most reliable measurement for eLearning. Cost Effectiveness Analysis (CEA) is an alternative to ROI that measures cost savings and effectiveness on a grid. The primary difference between CEA and ROI is in the effectiveness measurement that is a comparison of eLearning versus face-‐to-‐face training using Kirkpatrick’s Four Levels of Learning model. Additionally, the cost analysis methodology provides a more efficient calculation with extremely reliable results. eKnowledge uses a blended approach to determine the long-‐term business impact as part of our analysis. During the analysis phase we will collect detailed cost information from the face-‐to-‐face trainings as well as all available evaluation data and feedback. Using this information we will provide a detailed CEA matrix that visually communicates the difference in value between the face-‐to-‐face training and the solution we are providing. This analysis also provides us with an opportunity to modify our plans should the analysis results be less than desirable. After the completion of the first training we will conduct a thorough evaluation with a six month follow up that we will use to produce a final ROI report. This report will reflect the short-‐term and long-‐term impact on HCC’s bottom line in terms of real costs and real benefits. 10
Initial Business Plan forHealth Care CooperativeAs an example of what you might expect for these reports we have included estimations of these reports based on the limited information we currently have. These reports are bound to change once we have more accurate data, but they do reflect a general trend when comparing the costs of eLearning to face-‐to-‐face trainings. Notice that the benefits increase year after year because the upfront costs are much greater when developing eLearning, but significantly less subsequently. Additionally, eLearning has a particularly good economy of scale. Expand the learning to your entire company and the savings go through the roof. CEA AnalysisAs you can see in Figure 6, quadrant 1 represents the greatest cost savings and the largest increase in effectiveness based on the results of an analysis of one of Kirkpatrick’s levels. This matrix helps us to visualize the outcome allowing us the ability to make modifications to assure the most positive result possible. ROI Analysis Figure 6. The CEA quadrants.In the Figure 7, you will notice that there are a series of costs accounted for over the course of two years. On the left are the costs for the eLearning solution we recommend and on the right are an estimate of the costs of a face-‐to-‐face training over two years. As you can see, regardless of what the first year costs actually are, the second year recoups almost the entire initial investment in the second year alone. Figure 7. A comparison of the development costs of eLearning vs. face to face learning. To further extend the power of this type of investment, assume that in the third year you expand the program to your entire organization. Figure 8 lists the ongoing costs to administer the courses to 650 employees, which accounts for a 3% growth in company size over 3 years. As you can see, the cost per learner drops dramatically over years 3 and 4. 11 Figure 6. The costs of extending the eLearning approach in subsequent years.
Initial Business Plan forHealth Care CooperativeFigure 7. The ongoing costs of eLearning for HCC. ConclusioneKnowledge can provide the experience to make HCC’s eLearning investments extremely effective in all respects. eKnowledge has the ability to complete all of the steps involved in this process at the highest quality level and in an extremely efficient manner. The potential for a highly successful relationship between eKnowledge and HCC is very exciting, and we anticipate exceeding expectations if awarded this contract. 12