The Applicability Of eLearning in Automotive Dealer Networks Open Forum Meeting Stuttgart September 2008 Copyright © 2008 Raytheon Company. All rights reserved. Customer Success Is Our Mission is a trademark of Raytheon Company.

Training Solutions That Improve Business Performance Raytheon Professional Services is a global leader in training services and outsourcing. We improve clients’ business performance by: Redesigning how they train employees, customers and partners Implementing their new training design Managing their training from short-term learning initiatives and projects to multi-year outsourcing engagements

Raytheon Professional Services is a global leader in training services and outsourcing.

We improve clients’ business performance by:

Redesigning how they train employees, customers and partners

Implementing their new training design

Managing their training from short-term learning initiatives and projects to multi-year outsourcing engagements

The Scope Of Our Global Work Last Year 78 countries served in 28 languages 4,300 hours of training content developed 9,5 million hours of training delivered 3,5 million assessments administered 250,000 inquiries responded to by client support centers 2,5 million individual training registrations processed 170,000 training events managed 96% client satisfaction achieved

78 countries served in 28 languages

4,300 hours of training content developed

9,5 million hours of training delivered

3,5 million assessments administered

250,000 inquiries responded to by client support centers

2,5 million individual training registrations processed

170,000 training events managed

96% client satisfaction achieved

Raytheon’s Product Portfolio (Overview) Training Development Training Delivery One-stop shopping Fully scalable Fully scopable Growing the partnership for the long term 100% reliable Performance Improvement e.g. Training observation, certification Training Administration Gover- nance Training Needs Analysis Training or Curriculum Design Virtual Classroom or Web-based Classroom Logistics and Training Centers Campaigning and Support LMS Tracking

One-stop shopping

Fully scalable

Fully scopable

Growing the partnership for the long term

100% reliable

E-Learning For ADN Strategic Criteria: Drivers And Influencers The industry defines the business areas, roles and groups The local markets add local factors to the participant needs The product of industry and markets determines the needs of the training target population and allows the definition of learning objectives The media decision supports the learning objectives The value of the training is given by quality and cost aspects Business areas Roles Groups Geographic and economic factors Technology available Cultural elements Knowledge and skills Level of content and awareness needed Methods and tools Support learning objectives Adapted to environment or target groups Global vs. local Quality Retention Speed to market Cost of training Industry Markets Learning objectives Media decision Value

The industry defines the business areas, roles and groups

The local markets add local factors to the participant needs

The product of industry and markets determines the needs of the training target population and allows the definition of learning objectives

The media decision supports the learning objectives

The value of the training is given by quality and cost aspects

Business areas

Roles

Groups

Geographic and economic factors

Technology available

Cultural elements

Knowledge and skills

Level of content and awareness needed

Methods and tools

Support learning objectives

Adapted to environment or target groups

Global vs. local

Quality

Retention

Speed to market

Cost of training

E-Learning For ADN Strategic Criteria: Media Properties Instructor based training Web based training Virtual Classroom training

E-Learning For ADN Strategic Criteria: Cost/Revenue Evaluation Blended Solution with Instructor in classroom Do nothing cost Use simulation to make the ideal choice based on delivery strategy. Use media selection tools for the media decisions based on course criteria. Focus on training, where the biggest impact in delivery is expected . Blended Solution with Instructor via internet Break even Development plan Delivery forecast new media Increase of eLearning Development Delivery eLea% eLea% IBT% IBT% € t Investment

Use simulation to make the ideal choice based on delivery strategy.

Use media selection tools for the media decisions based on course criteria.

Focus on training, where the biggest impact in delivery is expected .

E-Learning For ADN Architectural Challenges Firewall Proxy SSO, LDAP Server Internet connection speed (xDSL, Modem,...) Hardware standards (multimedia support) Browser properties Protocols (http, http-s,...) Flash versions Java versions User Community Public and private networks (connection speed, latency, QoS, ...) Protocols (http, http-s, VPN, IP, IPSec, UDP, VoIP...) Proxy and firewall services Network User Authentication and Authorization (LDAP, SSO) Web server standards (IIS, Apache, Java,... Programming and application standards: SCORM, AICC, XML, JavaScript,... Protocols (http, http-s, VPN, IP, IPSec, UDP, VoIP...) Proxy and firewall services Central systems Internet MPLS VPN PC Client Web Svr, Learning Management System VCT System WBT server Firewall Proxy

Internet connection speed (xDSL, Modem,...)

Hardware standards (multimedia support)

Browser properties

Protocols (http, http-s,...)

Flash versions

Java versions

Public and private networks (connection speed, latency, QoS, ...)

Protocols (http, http-s, VPN, IP, IPSec, UDP, VoIP...)

Proxy and firewall services

User Authentication and Authorization (LDAP, SSO)

Web server standards (IIS, Apache, Java,...

Programming and application standards: SCORM, AICC, XML, JavaScript,...

Protocols (http, http-s, VPN, IP, IPSec, UDP, VoIP...)

Proxy and firewall services

E-Learning For ADN Development Challenges Learning Content Management System Content generation Media choice Assembled product Research Creation Drafting Reviewing Changing Version control Storage and classification of supporting materials Classification of content (LOM) Forms Design models Templates Assembling functions Style guides Classified and version controlled (LOM): Forms Design model Templates CBT IBT Classified and version control products (LOM) Link to sources to identify changes WBT VCT Prints

Version control

Storage and classification of supporting materials

Classification of content (LOM)

Classified and version controlled (LOM):

Forms

Design model

Templates

Classified and version control products (LOM)

Link to sources to identify changes

E-Learning For ADN The Blended Learning Lever Rule e-Learning shortens the distance of the learner to the training The investment needed to create a blended solution increases the reach of the solution to a wider participant population The result is a learning lever effect Over time, the penetration of the e-Learning solution in the training system becomes more important and more participants are reached at a lower cost.

e-Learning shortens the distance of the learner to the training

The investment needed to create a blended solution increases the reach of the solution to a wider participant population

The result is a learning lever effect

Summary e-Learning as a proportion of blended learning is successful if: The media choice is adapted to learning objectives and markets The content assembly is flexible to cover different media mixes for the same learning objectives The main challenge is: To have the proper analysis and simulation tools to predict the cost/value development of the media choice To have authoring tools capable of providing different assembly responses (media and standards) to the same content To have a learning content management system capable of controlling the entire data flood (supporting materials, templates, products) with a suitable version control

e-Learning as a proportion of blended learning is successful if:

The media choice is adapted to learning objectives and markets

The content assembly is flexible to cover different media mixes for the same learning objectives

The main challenge is:

To have the proper analysis and simulation tools to predict the cost/value development of the media choice

To have authoring tools capable of providing different assembly responses (media and standards) to the same content

To have a learning content management system capable of controlling the entire data flood (supporting materials, templates, products) with a suitable version control

Thank you