Ps symp webinar.6.27.12


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Ps symp webinar.6.27.12

  1. 1. Moving Beyond eLearning to Performance Support! Bob Mosher Chief Learning Evangelist
  2. 2. Level Setting Poll: What % of your current development involves Performance Support? • 0% • Up to 25% • Up to 50% • Up to 75% • 100%Copyright Ontuitive 2012
  3. 3. Seymour Papert, MIT "You cant 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."Copyright Ontuitive 2012
  4. 4. How well are you helping to sustain competency in an ever- changing learning ecosystem? Continuous Concept & On-the-Job Improvement Task Mastery Competence Realize the TRUE Value of training! Leaving this to chance extends 58% “Time to Competency” 33% 12% TIME TO COMPETENCY TRAIN TRANSFER S U S TAI N Performance Support (PS) InfrastructureCopyright Ontuitive 2012
  5. 5. Performance Support sustains competence in an ever-changing work environment Concept & On-the-Job Continuous Task Mastery Competence Improvement Reference & Critical Skills Training TIME TO COMPETENCY (Average 50% reduction in Time to Competency) TRAIN TRANSFER S U S TAI N M E N T Performance Support (PS) InfrastructureCopyright Ontuitive 2012
  6. 6. Supporting a The Entire Learning Journey:The 5 Moments of Need Blended Learning? Learning! 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 ChangesCopyright Ontuitive 2012
  7. 7. Polling Question: How well are you serving all 5 moments of need? • Mostly moments 1-2 • Got 1-2 covered and am venturing into 3-5 • Well balanced across all 5 momentsCopyright Ontuitive 2012
  8. 8. An Embedded Performance Support Solution (EPSS) provides immediate, intuitive, tailored aid to a person at his or her moment of need to ensure the most effective performance.”Copyright Ontuitive 2012
  9. 9. An Example: SalesForce.comCopyright Ontuitive 2012
  10. 10. The 5 FUNDAMENTAL PS Principles 1. Aligned to deliver business impact. 2. Embedded in the workflow (2 clicks in 10 seconds). 3. Contextual access by process, roles and circumstances. 4. Just Enough information to get the job done. 5. Integrated with formal learning.Copyright Ontuitive 2012
  11. 11. The 5 FUNDAMENTAL PS Principles 1. Aligned to deliver business impact.• Percentage of course completions • Successful performance of business critical• Pass/fail rate skills• Number of student days • Reduced time to proficiency• Student/instructor ratio • Reduced time to changed performance• Dollars charged back to • Lower support costs departments using training • Increased user adoption• Utilization of facilities • Optimized business processes• Cost per student-day • Customer/employee loyalty and/or retention• Average "satisfaction" scores on • Usage of business critical assets (policies, our "smile sheet" evaluations business rules)• On-time completion and on-cost • Reduced implementation costs (for a development of new courses system, product, new process, etc.)• Actual vs. planned operational • Reduced handoffs of work, calls, problems budget expenditures. to othersCopyright Ontuitive 2012
  12. 12. Polling Question: Which of the following alignment issues are most important to the organization(s) you support? (pick your top 3) • Successful performance of business critical skills • Reduced time to proficiency • Optimized business processes • Lower support costs • Increased user adoptionCopyright Ontuitive 2012
  13. 13. The 5 FUNDAMENTAL PS Principles 2. Embedded in the workflow (2 clicks in 10 seconds). Lengthy IMMEDIACY • Embedded help • Web-delivered • Mobile-delivered • Print-delivered Instant Close PROXIMITY DistantCopyright Ontuitive 2012
  14. 14. Polling Question: What content areas do you typically design for? (Pick all that apply) • IT applications Training • Leadership Training • Sales Training • Product Training • Other “Softskill” trainingCopyright Ontuitive 2012
  15. 15. The 5 FUNDAMENTAL PS Principles 3. Contextual access by process, roles and circumstances. 2-clicks & 10-seconds WorkflowCopyright Ontuitive 2012
  16. 16. The 5 FUNDAMENTAL PS Principles 3. Contextual access by process, roles and circumstances. 2-clicks & 10-seconds Job RoleCopyright Ontuitive 2012
  17. 17. The 5 FUNDAMENTAL PS Principles 3. Contextual access by process, roles and circumstances. 2-clicks & 10-seconds CircumstanceCopyright Ontuitive 2012
  18. 18. Polling Question: Which of the following learning assets do you see most commonly utilized in your learning solutions? (pick your top 3) • Job Aids • SharePoint • E-learning • Communities of Practice • Help DeskCopyright Ontuitive 2012
  19. 19. Is this a “Strategy”? • Job Aids • Pod Casts • CoP’s • Coaching • Wiki, Blog, Forums • SharePoint • Learning Portal • Lectures • Reference Materials • Recorded Lectures • FAQ’s • Instant Messenger • Help Desk • SimulationsCopyright Ontuitive 2012
  20. 20. Total Learning and Support Framework Components: Training Objectives Practice TEACH eLearning Details Moments Steps 1&2 Moment of Need Process Training Objectives DO StepsPerformance Practice Support Details Details Moments Practice 3-5 Steps Resources and Social Learning 20
  21. 21. The 5 FUNDAMENTAL PS Principles 4. Just Enough information to get the job done.Copyright Ontuitive 2012
  22. 22. It’s all about ROI & Business Impact • 86% daily use of PS solution • 6-8% increase in daily work productivity • 80:1 use ratio of Performance Support vs. traditional LMS e-learning based approach • 15% year-over-year reduction in help desk calls • Up to 70% reduction in Instructor-Led TrainingCopyright Ontuitive 2012
  23. 23. True Learning: What the classroom needs to become... “A person who carries a cat by the tail learns something about cats they can learn in no other way….” ~Mark TwainCopyright Ontuitive 2012
  24. 24. Polling Question: How does adding Performance Support change the classroom? (Pick all that apply) • Makes it shorter • Lets it concentrate on critical skills • Allows the content to be more scenario focused • Increases critical thinking skills • Frees the instructor to do more facilitation than lectureCopyright Ontuitive 2012
  25. 25. The 5 FUNDAMENTAL PS Principles 5. Integrated with formal learning Embedded Performance Support Instructor Aided Learning Solution Self-Directed Learning Performance Support Materials Informal Learning Peers Instructional TimeCopyright Ontuitive 2012
  26. 26. A Checklist for Building a Performance Support Solution Pick a Project “Don’t Boil the Ocean!!” – IT is the best place to start! Choose that facilitates the design of scalable PS. Software Proof the to show what it can be and do. Seeing is believing!!! Concept Get a Budget so you can see it through. Commitment follows dollars. Check your to optimize development of true blended learning. MethodologyCopyright Ontuitive 2012
  27. 27. "Behold the turtle. He makes progress only when he sticks his neck out." James Bryant Conant Standing Still is NOT an Option “Change is difficult. Its hard, and people avoid it when we can, but change eventually happens when the consequences of standing still look worse than the consequences of taking a chance on change… Its time for all of us to change – standing still is not an option, and we can only imagine the disruptions ahead.”Copyright Ontuitive 2012 Copyright Ontuitive 2012 ~Denis Pombriant
  28. 28. Thank you for participating AND please join me in the journey!! Twitter: @bmoshCopyright Ontuitive 2012