The FIRM Training
Strategy and Model
Technology Solutions Institute (TSI)

Table of Contents
Building the FIRM Solution
Pages 3-8
Delivering the FIRM Solution
Pages 9-15
Maintaining the FIRM Solution
Pages 16-17

Building the FIRM Solution
The FIRM Mission is to provide a
comprehensive, effective Training and
Performance Support solution that
enables you to obtain the targeted
business benefits from a training
partnership.
“Systems do not improve organizational
performance or create business
value; users and their managers do.”
-- Sloan Management Review

Building the FIRM Solution
An effective FIRM Solution is vital to the
success of Training and Development
Initiatives…
FIRM:
◦ Promotes common processes, roles and
working procedures by ensuring that
consistent training content reaches all learners.
◦ Provides Performance Support that reinforces
these common processes, roles and working
procedures.
◦ Reduces resistance to change by:
 Utilizing delivery mechanisms that are acceptable to
the learner communities and their leadership;
 Generating enthusiasm for the FIRM solution through
the use of engaging delivery models, communication
processes, and training tools.

Building the FIRM Solution
FIRM Guiding Principles
Focus on role-based performance objectives.

Teach learners what they need to know to perform their

jobs effectively:
◦ Knowledge (why, what, when, who);
◦ Skill (how).
Provide context to all learning.

View learning as a process:

◦ Foundation - Immersion - Reinforcement – Mastery.
Wherever appropriate, leverage technology.

Work “up” The Performance Curve.

Work toward a Performance Curve organizational model.

The Performance
Curve

Building the FIRM Solution
Performance
mastery
understanding
“SHOW OTHERS”
confident experimentation
cautious experimentation
“DO”
basic knowledge & skill
“SHOW ME”
Experience
Foundation Immersion Reinforcement Mastery

Building the FIRM Solution
Foundation-Immersion-Reinforcement-Mastery
(FIRM) learning model…
Foundation

Components that cover basic knowledge and skills
which must be learned before more advanced
knowledge and skills can be acquired.
 Immersion
Components for role-based training similar to the
“real work” setting in which new knowledge and
skills are to be utilized.
 Reinforcement
Components designed to support learners on-the-
job.
 Mastery
Maintaining life-long integrity and support for your
professional career.

Building the FIRM Solution
Effective learning depends on the right
person receiving the correct learning, when
needed, and in the most appropriate place…
The right person

◦ Relies on appropriate role-based segmentation of the learners;
◦ Facilitated by the development of suitably granular role-based
learning modules together with delivery through self-paced
channels.
The correct learning

◦ Relies on accurate, agreed-upon job/role descriptions;
◦ Eliminates unnecessary learning.
When it’s needed

◦ Relies on minimizing the time between the learning event and
when the knowledge & skill must be applied on-the-job;
◦ Modern technologies now make it possible to deliver true
learning to learners in or out of the traditional classroom setting.
The most appropriate place

◦ For prolonged periods of learning, relies on having an
environment that is free of distractions.

Delivering the FIRM Solution
The FIRM Model
Mastery
Performance Support
Technology-delivered Training
Reinforcement
Classroom Training
Role-Based Training
Immersion
Functional Training
Foundation
Basic Skill & Knowledge

Delivering the FIRM Solution
The FIRM Solution will utilize the Corporate College
Solutions Management Office (SMO) for Design and
Delivery…
The CC SMO Manager designs the framework for

each FIRM intervention and curriculum.
 Alignment with the human resource enablers will
facilitate effective delivery:
◦ Reward & recognition;
◦ Staffing & deployment;
◦ Leadership.
Communication will be used to:

◦ Introduce FIRM;
◦ Provide high-level context (why, what, who & when);
◦ Familiarize learners with distance learning
channels/technologies.
Communication themes & messages will be

reinforced through training.
 Feedback from post-learning support activities.

Delivering the FIRM Solution
A number of different techniques will be used to
minimize the amount of time required to
“attend” formal training…
Communication channels will be leveraged to

provide “why, what, who, when” type information
prior to formal training taking place.
Focus: Learners’ will be taught what they need to

know to be able to perform their jobs effectively.
Where appropriate, interactive learning

technologies will be used.
Efficient training content development.

Efficient use of learners’ time.


Delivering the FIRM Solution
There are a number of items within the scope of the
FIRM Solution that are important to note for its
success…
The FIRM Solution provides Corporate College

locations and logistical infrastructure
(classrooms, etc.)
The FIRM SMO Team will need appropriate

access, security, and authorization to a client’s
facilities for training interventions held at their
locations.
◦ NOTE: This may require secure access via client’s
Information Technology Systems.

Delivering the FIRM Solution
Critical Success Factors…
Integration of FIRM Solutions team members into the

client’s culture, as much as possible, through:
◦ Communications;
◦ Role definitions;
◦ “Buy-in” to FIRM within the End-User AND Leadership population.
A robust FIRM Solution infrastructure.

Agreed-to SMO processes.

Focus on eliminating non-value-added, non-learning

related activities for learners that don’t directly reflect their
role.
 Movement up and through The Performance Curve.
 Evaluation, measurement and refinement of the FIRM on
an on-going basis.

Delivering the FIRM Solution
The FIRM Solution content “supply chain…”
Jobs & Roles
Training
Content Development
Performance
Support
Business
Policies & Procedures
Client Learners
FIRM Solution
To Be Defined and
Designed

Delivering the FIRM Solution
A powerful FIRM process flow to create high impact
Power Trainer-to-learner training interventions…
Client learner
learners
Personnel
knowledge
learner
& skill learners
Corporate College
Professional “Power” Trainers learner
learners
Power Trainer
knowledge
learner
knowledge
FIRM SMS* learners
Power Trainer & skill
& skill
learner
learners
Power Trainer
learner
learners
knowledge
*Subject Management Specialist & skill
learner
learners

Maintaining the FIRM Solution
The FIRM Solution will be readily
maintainable and sustainable…
The keys to creating a sustainable FIRM Solution

are:
◦ Identify and involve CC SMO early in the process,
especially when BI applications are involved.
◦ Move towards electronic content management so that
creation, movement, storage and sharing of learning
and Performance Support content is optimized.
◦ Establish links between the formal FIRM interventions
and informal learning environments.
◦ Appropriate contact with the cleints Information
Technology department is necessary.
◦ Work toward interventions that offer “achievement”
and/or “completion” awards.
◦ Help Desk-type support, including on-call, email,
blogs, and phone access to SMS program specialists.

Maintaining the FIRM Solution
Evaluation of the FIRM Solution will allow
the CC SMO to provide for continuous
improvement…
Participant Reactions

◦ Assess what the participants thought of the training
through instructor evaluations and survey feedback.
Learning

◦ Assess the degree to which the participants acquired the
targeted knowledge & skill through testing.
Application of Learning

◦ Assess the degree to which the training achieved the
desired on-the-job performance.
Results

◦ Assess the effect training had on results, such as
reduced costs, increased revenues or improved
productivity (approach is to be determined).