An insightful presentation that reveals how High-Tech and High-Touch learning systems get results. 3 case studies are shared.

1. My Adventures with
Blended Learning
High-tech/high-touch
learning systems that
get results
Michael Zosel, M. Ed.
9/15/2012

2. When I started…
 When I started my career, business training programs were
mostly rolled out as one-time events.
 Course evaluations were used for our key learning metrics.
 Our ratings were high and even higher when we served
donuts.
 Materials were bound in big “honkin” binders and collected
dust on employees’ desks.
 Employees were local. We knew all their names and faces.
 CBT programs were available at computer kiosks.
We “sprayed and prayed” for better company performance
9/15/2012 Michael Zosel, M. Ed. 2

3. Suddenly the World Changed
 Google has 91 million “googles” per day
 Wikipedia makes 120,864 edits per day
 800 books are published per day in U.S.
 YouTube gets 201.4 billion views per month
 Facebook reported 800 million users at the end of
2011
 New high-tech training methods have emerged
reaching employees around the globe
Before throwing out traditional training methods, we need to remember
a very important principle…
9/15/2012 Michael Zosel, M. Ed. 3

4. High-Tech/High-Touch
“We must learn to balance the material wonders of
technology with the spiritual demands of human nature.”
- John Naisbitt, Mega Trends, 1982
Naisbitt coined the term “High-Tech/High-Touch.”
I try to use 7 different training methods where appropriate to achieve
high-tech/high-touch learning solutions.
9/15/2012 Michael Zosel, M. Ed. 4

5. 7 Methods I use for Training
1. On-the-Job Training
2. Instructor Led
3. Read and Acknowledge Documents
4. eLearning
5. Video Clips
6. On-line Learning
7. Social Media
9/15/2012 Michael Zosel, M. Ed. 5

6. On-the-Job Training
Advantages:
 The most effective form
of instruction
 Provides hands-on
practice
 Immediate feedback is
provided
 Best used with formal
checklists
To gain an edge, most of the world’s top performers take private
lessons from an expert.
9/15/2012 Michael Zosel, M. Ed. 6

7. On-the-Job Training
Disadvantages:
 Trainers may be too busy or unwilling
 Not able to deploy rapidly to large groups
 Information may be inconsistent from one
Trainer to another
9/15/2012 Michael Zosel, M. Ed. 7

8. Instructor Led Training
Advantages:
 Excellent for introducing
new concepts/methods
 Provides opportunities for
questions and answers
 Rapid development time - 43
hours for every hour of
instruction (Chapman, 2010)
Effective Trainers usually tell great stories!
9/15/2012 Michael Zosel, M. Ed. 8

9. Instructor Led Training
Disadvantages:
 Learners may have to wait for classes
 May require additional scheduling/travel costs
 Instructors may lack effective teaching skills
 Learners sometimes too busy to attend classes
9/15/2012 Michael Zosel, M. Ed. 9

10. Read and Acknowledge
Advantages:
 Provides accurate
standardized information for
procedures
 Information can be delivered
quickly to employees
 Documents can be versioned
and tracked conveniently in
Learning Management
Systems
Reading is still a great way to “learn more about it”
9/15/2012 Michael Zosel, M. Ed. 10

11. Read and Acknowledge
Disadvantages:
 Learners not able to interact with information
 Information may get misinterpreted or
overlooked
 Learners often forget most of what they read
9/15/2012 Michael Zosel, M. Ed. 11

12. eLearning
Advantages:
 Uses interactive learning
exercises
 Measures comprehension
 Standardizes information
 Excellent for annual
recertifications
eLearning can significantly reduce learning time and costs (Hall, 2000).
9/15/2012 Michael Zosel, M. Ed. 12

13. eLearning
Disadvantages:
 Longer development times: 79-184 hours for
every hour of instruction (Chapman, 2010)
 Many programs still not very interactive
 Learners not able to ask questions/share
concerns
9/15/2012 Michael Zosel, M. Ed. 13

14. Video Clips
Advantages:
 Excellent for
demonstrations
 Introduces new
products/concepts
 Available 24/7
 Engages audience
If a picture is worth a thousand words, can you imagine how many
words motion pictures may be worth?
9/15/2012 Michael Zosel, M. Ed. 14

15. Video Clips
Disadvantages:
 Can experience technical difficulties
 Learners not allowed to ask questions
 Does not measure Learner comprehension
9/15/2012 Michael Zosel, M. Ed. 15

16. On-Line Learning
Advantages:
 Used to train employees
efficiently at multiple
locations
 Excellent for refresher
training
 Trainer answers Learners’
written questions
On-line learning is popular because it is convenient for employees.
9/15/2012 Michael Zosel, M. Ed. 16

17. On-Line Learning
Disadvantages:
 Learners can get interrupted at their desks
 Learners multi-task during session
 Learners often put on mute and are reluctant to
ask questions
9/15/2012 Michael Zosel, M. Ed. 17

18. Social Media
Advantages:
 Allows Learners to share what they
know with a larger pool of
employees
 Reaches employee groups at
multiple locations
 Learners can get answers to their
questions and get back to their
projects
 Excellent for promoting
discussions before and after
training events
It allows employees to learn on the fly.
9/15/2012 Michael Zosel, M. Ed. 18

19. Social Media
Disadvantages:
 Potential security issues for regulatory and
product related information
 Older employees not as comfortable with social
media – seen as play not work
 Information shared may not be accurate
9/15/2012 Michael Zosel, M. Ed. 19

20. How We Learn
 See something interesting
 Google it
 Start a project Training needs to be
 Discuss tips with friends designed to match how
people actually learn
 Attend a class/seminar and gain mastery.
 Read more about it
 Get advice from an expert
 Finish project
 Teach others what you learned
9/15/2012 Michael Zosel, M. Ed. 20

21. A Life Long Learner
“I never let my schooling interfere with my learning.”
- Mark Twain
As a Printer, Steamboat Pilot and Author, Twain likely would have been
a strong advocate for Blended Learning.
9/15/2012 Michael Zosel, M. Ed. 21

22. Research on Blended Learning
 Improved the course completion rate from 50% to
90% (Stanford University)
 Reduced the learning time and cost by 50% and
enhanced learning outcome by 10% (University of
Tennessee)
 Increased accuracy by 30% and speed by 40% (Thomas
Job Impact Study)
9/15/2012 Michael Zosel, M. Ed. 22

23. Common Single Method Deliveries
 One knowledgeable employee is responsible for showing
other employees how to use an application
 The scheduled classes have been completed but some
employees missed the training
 A procedure change with new critical information is
pushed out to a large number of employees to read
 eLearning is released explaining new company policies
throughout the entire organization
Single method deliveries are generally not able to meet the complete
learning needs of a business and its employees.
9/15/2012 Michael Zosel, M. Ed. 23

24. Try to Balance Needs
 Business Logistics  People’s Learning
 Rapid deployment  Show me how
 Cost effective  Tell me a story
 Availability  May I ask a question?
 Serve large audiences  Can I try it?
 Multiple locations  Let me share what I know
 Standardization
 Measure results
 Refresher training
 Annual recertifications
9/15/2012 Michael Zosel, M. Ed. 24

25. Training Method Comparison Chart
 Compares 7 Training
Methods
 15 items are evaluated
categorized under:
 Logistics
 People
 No training method is able to
score 15 out of 15 pts
 Average score = 8.3
 Range = 2.5 ( 7 to 9.5 )
I try to use several training methods per training project to score
a higher number of learning points.
9/15/2012 Michael Zosel, M. Ed. 25

26. Each Blend Will Vary
“The great mistake is to anticipate the outcome of the
engagement; you ought not to be thinking of whether it ends in
victory or defeat. Let nature take its course, and your tools will
strike at the right moment.”
- Bruce Lee, Tao of Jeet Kune Do
Do not let your preferences for certain training methods hinder
how you might approach a training initiative.
9/15/2012 Michael Zosel, M. Ed. 26

27. Case Study #1
Traceability System Training
 The software was initially rolled out with
Instructor Led training lab classes.
 To support new employees, the training was
later blended into 3 units:
1. eLearning introduction
2. On-the-Job Training
3. eLearning test
9/15/2012 Michael Zosel, M. Ed. 27

28. Case Study #1 – Results
(Research project conducted with Yan Kumar, University of Minnesota)
 Learner Reaction – Favorable, High
 Learning Curve – 50% reduction (90 to 45 days)
 Completion Rate – 100%
 Learning – Avg. final test score 90%
 Performance – 38% reduction in system usage errors
 Costs – $16,560 savings in employee time
To our surprise, the results matched the research findings!
9/15/2012 Michael Zosel, M. Ed. 28

29. Case Study #2
High Risk Skill-sets
 7 high risk skill-sets regulated by the FDA
 Addressed each skill-set with the following blend:
1. Read and acknowledge
2. eLearning tutorial
3. On-the-Job Training
4. Annual eLearning exam
9/15/2012 Michael Zosel, M. Ed. 29

30. Case Study #2 - Results
High Risk Skill-Sets:
 Completion rates tracked on Operations Training Status 5/3/2012
a monthly basis 120
 The results fluctuate each 100
month due to version 80
changes and annual exams 60
Overdue
In Progress
 Overdue employees are 40
identified and their managers 20
are notified
0
 Access to work areas and Core Funct-
Mfg
Cal Change
Control
CEA ESD Tooling NC Proc.
Product Assur.
software can be denied
Employees are now well trained, compliant and up-to-date!
9/15/2012 Michael Zosel, M. Ed. 30

31. Case Study #3
Website Interface Training
 A website interface was designed to improve
project resolution rates for key business functions
 The process was new and it impacted numerous
departments’ ways of doing things
 Training was targeted to designated project
managers across multiple locations
 Instructor Led training was delivered at each
location
We then used Online Learning for a make-up session.
9/15/2012 Michael Zosel, M. Ed. 31

32. Case Study #3 - Results
Website Interface Training:
 Employees impressed that
Instructor traveled to
conduct live sessions
 Powerpoint converted to
eLearning featuring hands-
on exercises
 Read and Acknowledge
document was created for
a quick reference guide
 Social Media site is being
developed to keep Project
Leaders connected
Project resolution rates have improved!
9/15/2012 Michael Zosel, M. Ed. 32

33. Recipe for Training
Transformational Content
1. Press the Flesh When the training content
(Instructor Led) is “transformational” to
the organization (ex: new
2. Blend it Next software applications,
methods, policies), a
(eLearning, R/A, Video)
high-tech/high touch
recipe works best.
3. Keep it Fresh
(Social Media)
9/15/2012 Michael Zosel, M. Ed. 33

34. A Blended Learning Culture
“I never teach my pupils; I only attempt to provide the conditions
in which they can learn.”
- Albert Einstein
We are trying to get smarter on how our employees best learn and
perform.
9/15/2012 Michael Zosel, M. Ed. 34

35. 70-20-10 Learning Model
(Lombardo & Eichinger, Center for Creative Leadership)
 70% Learning on the job and through experience
 Projects
 Structured OJT We are now focusing on the final 70% by
 Social Media supporting Projects, OJT and Social Media.
 20% Learning through others (mostly with Mgr.)
 Individual Development Plans
 Quarterly Performance Reviews
 Visual Management Boards
 10% Learning through structured courses/materials
developed by internal Training employees
 Instructor Led/On-line Learning
 Read/Acknowledge
 eLearning
 Video
9/15/2012 Michael Zosel, M. Ed. 35

36. Benefits of Blended Learning
 Matches the way we naturally learn
 Provides greater flexibility
 Reduces wait time
 Reduces learning time
 Improves knowledge retention
 Supports the 70-20-10 learning model
 Boosts business ROI
 Produces greater Learner satisfaction
9/15/2012 Michael Zosel, M. Ed. 36

37. It’s a great time to be alive!
 At last, training actually gets real results!
 The secret: High-Tech/High Touch
 And Learners still love donuts.
9/15/2012 Michael Zosel, M. Ed. 37

38. Contact Information
Michael Zosel lives with his family in
Minneapolis, MN and works as a Principal
Training and Development Specialist for
Medtronic, Inc.
michael.zosel@medtronic.com or
763-526-3899
9/15/2012 Michael Zosel, M. Ed. 38