Successful eLearning Implementation


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I was invited to present a master class on elearning implmentation at the 2005 eLNet Conference. I covered Westpac\'s launch of their eAcademy system and the lessons learnt.

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  • The forum gives us the opportunity to raise points, discuss key issues, ask questions as we go through the session. Some time on the implementation Then some simple activities to apply some of the basic content tools to your work Discuss effective content development and implementation Allow time in the final section of the session for full discussion.
  • Started in late 1980s with laser dics, early computer assisted help systems Around 2001 started looked at need for online assessment and tracking
  • Successful eLearning Implementation

    1. 1. Successful e-Learning Implementation Simon Oaten
    2. 2. Today, lets look at: <ul><li>1) Implementation case study </li></ul><ul><li>2) Three stage implementation process, with activities on: </li></ul><ul><ul><li>Needs analysis </li></ul></ul><ul><ul><li>Stakeholder mapping </li></ul></ul><ul><ul><li>Content selection </li></ul></ul><ul><ul><li>Maintaining the momentum after rollout </li></ul></ul><ul><li>3) Content approach – 8 factors </li></ul><ul><li>4) Discussion and action plans </li></ul>
    3. 3. Checking your needs Quick needs analysis What are the key implementation challenges that you would like to review today?
    4. 4. 1. Case study
    5. 5. Westpac: setting the scene <ul><li>26,000 people </li></ul><ul><li>Heavy reliance on workshops, face-to-face delivery, external venues, long rollout timeframes </li></ul><ul><li>Distributed workforce (680 branches, regional areas, contact centres, in-stores) </li></ul><ul><li>High demand for learning programs and activities </li></ul><ul><li>Focus on achieving “Ask Once” and delivering superior customer experience </li></ul><ul><li>Continuing education </li></ul>
    6. 6. Before e-learning (pre 2004) <ul><li>Paper-based study booklets with online assessments </li></ul><ul><li>In-house, purpose built LMS for assessments and reporting </li></ul><ul><li>Robust solution, delivered value, but no option to evolve </li></ul><ul><li>CD distribution </li></ul><ul><li>Intranet – reference and online library </li></ul><ul><li>A number of systems linked together and interfacing with HR system to provide solution </li></ul>
    7. 7. Core needs for e-learning <ul><li>‘ One-stop shop’ / personal learner portal </li></ul><ul><li>Full functionality – tests, content, learning history, qualifications, reporting, catalogue </li></ul><ul><li>Scalable solution with flexibility to add to later on </li></ul><ul><li>Vanilla implementation </li></ul><ul><li>Interface with HR systems – present and future </li></ul><ul><li>Available across the bank </li></ul><ul><li>Achieve business case, key drivers and cost saving objectives </li></ul>
    8. 8. Key business drivers for e-learning <ul><li>Capacity management – reduce reliance on workshops which can be time consuming and resource intensive </li></ul><ul><li>Logistics management – replace complex manual scheduling with greater automation and access </li></ul><ul><li>Speed to market – deliver learning as soon as it is published </li></ul><ul><li>Consistency of message - e nsure learners get the same message </li></ul><ul><li>Cost avoidance – eliminate need to upgrade older systems </li></ul><ul><li>Reduction in L&D costs - accommodation, travel, venue, printing & distribution </li></ul>
    9. 9. Westpac e-Academy <ul><li>Launched 2004 to the retail bank (14,000 people) </li></ul><ul><li>“ One stop shop” – central point for all e-courses, tests, workshop bookings, reports, learning history </li></ul><ul><li>Fast rollout. Used by all people within 6 weeks </li></ul><ul><li>Available via any PC in the network </li></ul><ul><li>Over 40,000 test and e-course completions </li></ul><ul><li>Three major learning program implementations completed in Q1 2005 </li></ul>
    10. 12. E-course example
    11. 13. Nuts & Bolts: <ul><li>Strong senior mgt business sponsorship </li></ul><ul><li>Pressing business need </li></ul><ul><li>Multi-discipline project team – IT, business, L&D, communications, vendor </li></ul><ul><li>Pilot 2003, main project from October 2003 to December 2004 </li></ul><ul><li>Fast rollout from go-live date … with fast learner take-up </li></ul><ul><li>‘Full functionality’ in release 1 </li></ul><ul><li>Constantly monitor and resolve issues </li></ul>
    12. 14. 2. Three stage implementation <ul><li>Process overview and some group activities on: </li></ul><ul><ul><li>- Needs analysis </li></ul></ul><ul><ul><li>- Stakeholder mapping </li></ul></ul><ul><ul><li>- Content selection </li></ul></ul><ul><ul><li>- Maintaining the momentum after rollout </li></ul></ul>
    13. 15. Three key stages Engage Explore Experience
    14. 16. Engage <ul><li>Engaging the key stakeholders, project resources, plans, processes and systems to deliver your e-learning vision. </li></ul><ul><li>Activities include: </li></ul><ul><ul><li>Stakeholder identification and buy-in </li></ul></ul><ul><ul><li>Identifying company needs </li></ul></ul><ul><ul><li>Assessment criteria and support in selection of Learning Management Systems </li></ul></ul><ul><ul><li>Business case analysis and ROI </li></ul></ul><ul><ul><li>Benefits realisation plans </li></ul></ul><ul><ul><li>Project resourcing – selecting the right people </li></ul></ul><ul><ul><li>High level project planning </li></ul></ul>
    15. 17. Explore <ul><li>Exploring the opportunities, determining the best options and creating the solutions for implementing world class e-learning in your organisation. </li></ul><ul><li>Activities include: </li></ul><ul><ul><li>Selection of existing corporate training resources to convert to e-learning </li></ul></ul><ul><ul><li>Staff research and focus groups on learning styles </li></ul></ul><ul><ul><li>Development of learning methodologies to maximise skill and knowledge transfer </li></ul></ul><ul><ul><li>Collection, analysis and documentation of detailed business requirements </li></ul></ul><ul><ul><li>Creation of system and content development schedules </li></ul></ul><ul><ul><li>Project management </li></ul></ul>
    16. 18. Experience <ul><li>Creating an online learner experience that motivates and inspires your staff to build their capabilities. </li></ul><ul><li>Activities include: </li></ul><ul><ul><li>Design of e-learning interfaces </li></ul></ul><ul><ul><li>Rollout strategy, staff communication and change management processes </li></ul></ul><ul><ul><li>Technical and functional testing </li></ul></ul><ul><ul><li>Documentation of company specific e-learning style guides, rules and production specifications </li></ul></ul><ul><ul><li>Management of e-learning pilots and trials </li></ul></ul><ul><ul><li>Rollout </li></ul></ul>
    17. 19. Identifying organisational needs <ul><li>Close review of: </li></ul><ul><ul><li>Business drivers and needs </li></ul></ul><ul><ul><li>Stakeholder needs </li></ul></ul><ul><ul><li>Organisation’s learning and performance needs </li></ul></ul><ul><ul><li>Opportunities – ‘if we had X, we could do Y’ </li></ul></ul><ul><li>Handout: Needs Analysis </li></ul>
    18. 20. Stakeholder mapping <ul><li>Identifying the ‘real’ stakeholders </li></ul><ul><li>Linking needs to each stakeholder </li></ul><ul><li>Creating the buy-in opportunity </li></ul><ul><li>Handout: Stakeholder map </li></ul>
    19. 21. Content selection Blended E-Learning Workshops Self-study Current state Future state
    20. 22. Content selection <ul><li>Using ‘Sourcefield’ to review key criteria and then select the most appropriate content to develop for the implementation </li></ul><ul><li>Handout: Sourcefield Planner </li></ul>
    21. 23. Maintaining momentum <ul><li>Creating a content pipeline </li></ul><ul><li>Progressive change releases </li></ul><ul><li>Keeping learners engaged </li></ul><ul><li>Handout: Pipeline </li></ul>
    22. 24. 3. Content Implementation – 8 factors With the system implementation on track …. … its time to consider 8 factors about online content
    23. 25. 1. Pick a content project… <ul><li>That matters to you, the business, staff and key project stakeholders </li></ul><ul><li>Has measurable business impact / clearly solves a current business problem </li></ul><ul><li>Can be done quickly – in weeks </li></ul><ul><li>Has minimal number of sign-off points </li></ul><ul><li>Can be used to educate and influence others about e-learning </li></ul><ul><li>Makes people go, ‘wow, so that’s what e-learning is about’ </li></ul>
    24. 26. 2. Demonstrate first, sell second <ul><li>Rapid prototype – build solid demos and online displays </li></ul><ul><li>Demonstrate to key players and influencers – “How could this be used in your business to improve results?” </li></ul><ul><li>Get buy-in / initial support </li></ul><ul><li>Show people what this online stuff is, and what its not </li></ul><ul><li>Generally ‘show & tell’ will sell the concept </li></ul>
    25. 27. 3. The learner is key stakeholder <ul><li>Their opinion counts the most </li></ul><ul><li>Understand their learning environment – branch vs contact centre vs back office vs corporate </li></ul><ul><li>Where possible, show an e-learning sample to them first then give the feedback results to your content owners </li></ul><ul><li>Learners make their judgment quickly – need to convince from first experience </li></ul><ul><li>Run usability trials, feedback sessions, evaluations </li></ul><ul><li>Cater for all learning styles </li></ul>
    26. 28. 4. Employ best practice design <ul><li>Defined as: ‘what works best for your company, your learners, your goals’ </li></ul><ul><ul><li>Learning Architecture </li></ul></ul><ul><ul><li>Assessment </li></ul></ul><ul><ul><li>Interactivity </li></ul></ul><ul><ul><li>Navigation </li></ul></ul><ul><ul><li>Motivation </li></ul></ul><ul><ul><li>Media </li></ul></ul><ul><ul><li>Aesthetics </li></ul></ul><ul><ul><li>Technical platform </li></ul></ul><ul><li>Refer to Expert’s Corner article on the elNet site </li></ul>
    27. 29. 5. Go for ‘wow’ first time <ul><li>Deliver a great impression with the first e-learning module </li></ul><ul><li>Whack in all the ‘bells & whistles’ that support the learning process – audio, video, sims </li></ul><ul><li>Get ‘wow’ rather than ‘looks good’ reaction </li></ul><ul><li>Create excitement for future releases </li></ul><ul><li>Manage expectations </li></ul>
    28. 30. 6. Partner with IT <ul><li>Support is essential, so start early </li></ul><ul><li>Someone has to figure out the servers, bandwidth, capacity management, etc </li></ul><ul><li>Talk their language – bits, bytes and a few bobs </li></ul><ul><li>Get more information on other IT initiatives that you can leverage off </li></ul><ul><li>Learn as much as possible about the system ‘nuts & bolts’ and put a business focus on IT project plans and timeframes </li></ul>
    29. 31. 7. Implementation <ul><li>Vote 1 - The people stuff. Its what matters the most </li></ul><ul><li>Poor implementation can lessen content effectiveness </li></ul><ul><li>Implementation determines the learner experience – first impressions count and last </li></ul><ul><li>Assumptions cause the most stuff-ups </li></ul><ul><li>Plan, communicate, direct, manage all change </li></ul><ul><li>Learners still like some guidance, paper support materials, reference cards </li></ul>
    30. 32. 8. Have a strong second project <ul><li>Plus a third, fourth and fifth project </li></ul><ul><li>Maintains momentum </li></ul><ul><li>Manage a content development pipeline </li></ul><ul><li>Continue to focus on business impact </li></ul>
    31. 33. 4. Discussion and action plans <ul><li>Review </li></ul><ul><li>Discussion </li></ul><ul><li>Action plans </li></ul><ul><li>Further information or questions </li></ul>
    32. 34. Recap <ul><li>Stakeholders – identify, engage and communicate </li></ul><ul><li>Content – select a mix for release 1 that meets business needs and creates impact </li></ul><ul><li>Consider three stages of implementation and application to your situation </li></ul><ul><li>Maintain momentum through a content and change pipeline </li></ul><ul><li>Monitor all issues/concerns and progressively resolve. Maintain confidence of all users </li></ul>