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WEBINAR: ROI: Enabling Your Learning Initiatives to Connect to the Bottom Line

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WEBINAR: ROI: Enabling Your Learning Initiatives to Connect to the Bottom Line

  1. 1. ROI: Enabling Your Learning Initiatives to Connect to the Bottom Line Bob Mosher Chief Learning Evangelist b.mosher@ontuitive.com www.ontuitive.com @bmosh #PerformanceSupport©Ontuitive® 2013 #performancesupport
  2. 2. Today’s agenda • Trends and outcomes around driving Performance • What is Strategic Performance Support? • Examples of Learning Organizations who are DOING IT! • Wrap-up©Ontuitive® 2013 #PerformanceSupport 2
  3. 3. Today’s agenda • Trends and outcomes around driving Performance©Ontuitive® 2013 #PerformanceSupport 3
  4. 4. How is “Training” doing? 100% The question is: Are these REALLY “Training” problems? 90% 76% 52% 32% 20% 0% Effectiveness Forgetfulness Searching Failed Effective Understanding Adoption Fact: Only 32% ofspending 8.8 hours per week searchinglevels Fact: Peopleof are executives think their companies’ trainingwithin 30 Workers users have of failed or learn in a classroom programs Nearly 50% of companies are not achieving effective 76% forget 90% a what they sub-standard areinformation of missioneffective” in preparing META Group groups to of “extremely” IDC understanding - or “very foradoption andEbbinghaus critical applications – employee usage rates. 2012 Adoption Insights Survey days – Hermannperformance. ––McKinsey drive business That’s 457 hours a year.©Ontuitive® 2013 #PerformanceSupport 4
  5. 5. To measure performance impact we need to be involved through “Sustain” Concept & On-the-Job Continuous Task Mastery Competency Improvement ? ? TIME TO COMPETENCY S U S TAI N TRAIN TRANSFER S U S TAI N Performance Support (PS) Infrastructure Performance Support (PS) Infrastructure©Ontuitive® 2013 #PerformanceSupport 5
  6. 6. Performance Support sustains competence in an ever-changing work environment Concept & On-the-Job Continuous Task Mastery Competency Improvement CONTINUOUS IMPROVEMENT IS ENABLED BY PERFORMANCE SUPPORT TIME TO COMPETENCY S U S TAI N TRAIN TRANSFER S U S TAI N Performance Support (PS) Infrastructure©Ontuitive® 2013 #PerformanceSupport 6
  7. 7. Measuring learning v. performance Learning Measures Performance Measures (Kickpartick Level 1-2) Percentage of course completions Successful business process completion Pass/fail rate Time to proficiency Number of student days Employee error % Student/instructor ratio Support costs No shows, drop-outs, and last minute cancellations Employee adoption percentage Dollars charged back to departments using training Employee productivity Percentage of facilities utilization Compliance % Cost per student-day Tier 1 help desk calls Satisfaction scores on our "smile sheet" evaluations Reduced implementation costs On-time completion and on-cost development Time & cost to onboard Actual vs. planned operational budget expenditures Median employee performance score©Ontuitive® 2013 #PerformanceSupport 7
  8. 8. Making the connection “Today, I encourage different measures. Its much easier to actually employ these assessments in a performance support environment because… the connections between performance support in the actual work context is so much more direct Gloria Gery than the distance between training events and work performance.” Time & Proximity©Ontuitive® 2013 #PerformanceSupport 8
  9. 9. Measuring learning v. performance Learning Measures Performance Measures (Kickpartick Level 1-2) (Kirkpartrick Levels 3-4) Percentage of course completions Successful business process completion Pass/fail rate Time to proficiency Number of student days Employee error % Student/instructor ratio Support costs No shows, drop-outs, and last minute cancellations Employee adoption percentage Dollars charged back to departments using training Employee productivity Percentage of facilities utilization Compliance % Cost per student-day Tier 1 help desk calls Satisfaction scores on our "smile sheet" evaluations Reduced implementation costs On-time completion and on-cost development Time & cost to onboard Actual vs. planned operational budget expenditures Median employee performance score©Ontuitive® 2013 #PerformanceSupport 9
  10. 10. Today’s agenda • Trends and outcomes around driving Performance • What is Strategic Performance Support?©Ontuitive® 2013 #PerformanceSupport 10
  11. 11. Learning organizations still don’t understand Strategic performance support “In your opinion, which training best represents performance support or electronic performance support systems?”©Ontuitive® 2013 #PerformanceSupport 11
  12. 12. A definition “Orchestrated set of technology enabled services that provide on-demand access to integrated information, guidance, advice, assistance, training, and tools to enable high-level job performance with a minimum of support from other people.” - Gloria Gery, Electronic Performance Support Systems, 1991.©Ontuitive® 2013 #PerformanceSupport
  13. 13. Design for the ENTIRE learning journey: The 5 Moments of Need ™ Formal 1.When Learning for the First Time Instruction (Acquisition) 2.When Wanting to Learn More 3.When Trying to Apply and/or Remember Performance 4.When Something Goes Wrong Support (Application) 5.When Something Changes©Ontuitive® 2013 #PerformanceSupport 13
  14. 14. Strategic performance support Ready in 2-Clicks & 10-Seconds in the workflow and readily available at Embedded the moment of apply according to specific roles and Contextual varying access needs Just in the form needed to effectively perform Enough inside the business process©Ontuitive® 2013 #PerformanceSupport 14
  15. 15. The PS spectrum Where does your organization fit? 1. Low EMBEDDED Scattered Information Support  Shallow Scavenger-hunt CONTEXTUAL  Haphazard Access Limited to random search JUST ENOUGH  Flat No cascading levels of support©Ontuitive® 2013 #PerformanceSupport
  16. 16. The PS spectrum Marginal: Targeted (information) 1. Low 2. Marginal 3. Tangible 4. Significant 5. Transformational EMBEDDED Targeted Information Support  Narrow Specialized and stands alone CONTEXTUAL  Restricted Access Metadata search JUST ENOUGH  Limited Information oriented not performance oriented©Ontuitive® 2013 #PerformanceSupport
  17. 17. The PS spectrum Tangible: Targeted (performance) 1. Low 2. Marginal 3. Tangible 4. Significant 5. Transformational EMBEDDED Targeted Performance Support  Deep Nested within a business process CONTEXTUAL  Rapid Access 2-clicks/10 second access JUST ENOUGH  Task Based Cascading levels of support©Ontuitive® 2013 #PerformanceSupport
  18. 18. The PS spectrum Significant: Automated 1. Low 2. Marginal 3. Tangible 4. Significant 5. Transformational EMBEDDED Automated Performance Support  Deeper Nested within an application and a business process CONTEXTUAL  Automated Access Automatically adjusts to context JUST ENOUGH  Step-Based Support Driven by business rules©Ontuitive® 2013 #PerformanceSupport
  19. 19. The PS spectrum Transformational: Smart 1. Low 2. Marginal 3. Tangible 4. Significant 5. Transformational EMBEDDED Smart Performance Support  Deep and Broad Integrated across applications and the broader business CONTEXTUAL  Smart Access Observes and evolves JUST ENOUGH  Step-Based Support Driven by business rules and behavior©Ontuitive® 2013 #PerformanceSupport
  20. 20. The PS spectrum Where does your organization fit? 1. Low 2. Marginal 3. Tangible 4. Significant 5. Transformational Scattered Targeted Targeted Automated Smart Information Support Information Support Performance Support Performance Support Performance Support Embedded • Shallow • Narrow • Deep • Deeper • Deep and Broad Context • Haphazard access • Restricted access • Rapid Access • Automated • Smart Access Access Just Enough • Flat • Limited • Task-Based • Step-Based • Step-Based©Ontuitive® 2013 #PerformanceSupport
  21. 21. Today’s agenda • Trends and outcomes around driving Performance • What is Strategic Performance Support • Examples of Learning Organizations who are DOING IT!©Ontuitive® 2013 #PerformanceSupport 21
  22. 22. Performance Support for SFDC CRM Healthcare Insurance Payer Background: • One of the largest private healthcare insurers in the US • Insures 12.5M individuals • 30,600 employees Business Challenges: • Introducing a new CRM into an existing sales model • Concern over the sales reps ability to integrate the technology into their selling practices and processes • Bring together multiple standard operating procedures • Establish a sustainment strategy to keep information current and users collaborating Learning Solution: • Baseline content customization for SFDC implementation • Custom content documenting Sales SOPs • Application embedded learning content linked to from SFDC based on user’s context • Single-source authoring enabled publishing to PS and PDF©Ontuitive® 2013 #PerformanceSupport 22
  23. 23. CRM embedded learning & support©Ontuitive® 2013 #PerformanceSupport 23
  24. 24. Business process support©Ontuitive® 2013 #PerformanceSupport 24
  25. 25. Performance support for SFDC CRM Healthcare Insurance Payer Business Results • 84% of enterprise sales force uses the embedded learning solution DAILY • 6% increase in DAILY work productive (i.e. – finding correct information, waiting for answers, etc.) • 2.4 hours saved per week per employee • 454K saved based on an audience of 104 respondents of 3,000 users©Ontuitive® 2013 #PerformanceSupport 25
  26. 26. Herman Miller 3 Business Needs: • IT Migration – MS Office 2007/Windows 7 • Low usage/return on traditional e-learning • Access as a barrier, perceived or real • How-to calls and help desk staffing • New Product Launch • Critical to the success of the business • Numerous launches and mindshare/retention concerns • Competency Modeling • Five years since the last change • Only used during performance review process • Perceived as HR initiative • Content was difficult to access and leverage • Not tied to other initiatives or strategies • Difficult to see how to progress into a new skill group©Ontuitive® 2013 #PerformanceSupport 26
  27. 27. Herman Miller©Ontuitive® 2013 #PerformanceSupport 27
  28. 28. Herman Miller Business Results • IT – Annually PS transactions outnumber LMS courses by a ratio of 80:1, Per-transaction cost dropped by 99%. • New Products - Annually PS transactions outnumber LMS courses by a ratio of 5:1 • Competencies – Outpaces use of IT and New Products combined. Used by HR Consultants and leaders in all phases of the employee lifecycle©Ontuitive® 2013 #AnalyticsSymposium #PerformanceSupport 28
  29. 29. A Large Entertainment Organization Upgrading to a new enterprise-wide software. They had 8,000 people to train in 6 to 12 months. Training reduced from 20 hours to 5 Saved 300,000 hours in training across 20,000 employees $6m in productivity gains PLUS actual training costs Changed format of classroom training (2 hours) Taught critical skills for all roles (3 hours) Taught the embedded PS in class through scenarios based on roles Directed learners BACK to the PS system during post training support©Ontuitive® 2013 #PerformanceSupport 29
  30. 30. Today’s agenda • Trends and outcomes around driving Performance • What is Strategic Performance Support • Examples of Learning Organizations who are DOING IT! • Wrap-up©Ontuitive® 2013 #PerformanceSupport 30
  31. 31. Thank you for participating!! • Join the PS Community • b.mosher@ontuitive.com / @bmosh • www.ontuitive.com • Subscribe to the Ready When You Are PS Blog • http://www.ontuitive.com/blog©Ontuitive® 2013 #PerformanceSupport 31

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