Slides from Brightwave's lunch session at Learning Technologies 2013 - 'The joy of learning transformation'.

1. The Joy of Learning
Transformation
29th January 2013
Keith Stopforth
Sarah Bell
www.brightwave.co.uk

2. Agenda
1. Why is learning transforming?
2. Where is it heading?
3. Some key examples…
a. How learning technologies can support you
b. Impact
c. Top tips
4. Discussion…

3. Why is learning
transforming?
cipd survey 2011: The private sector in particular
anticipates closer integration of learning & development
activity with business strategy

4. Why is learning
transforming?
• Aligning content & delivery to business objectives
• Delivering a value and an impact that is measured
• Delivering a service that we can direct and achieve a flex
• Using resources and people in the right place at the right time
• Controlling and directing external spend intelligently

5. The
landscape
of change

6. Transformation
engagement?

7. How can learning technologies
support transformation?
Savings Delivery
Organisational Technology
Structure
Learning Capabilities
Content

8. Where is it heading?
• More centralised services
• More campaigns and communication
• More use of systems and technology
• Better sharing of best practice
• Intelligent centralised spending
• Less formal learning
• Focus on supporting business transformation

9. Agenda
1. Why is learning transforming?
2. Where is it heading?
3. Some key examples…
a. How learning technologies can support you
b. Impact
c. Top tips
4. Discussion…

10. Bupa Health &
Wellbeing
Reconnecting with customers:
A need to innovate, differentiate and
reconnect with customers led Bupa
Health & Wellbeing to embark on a
major transformation programme

11. Why change?
• We had 87 legacy computer systems
• Customer experience was affected
• Colleagues struggled to work across all
environments
So time to replace them with a new, single system,
and with that, new ways of working.

12. The transformation journey

13. Resulting in…?
Impact on Impact on customers
employee engagement A 2011 customer service
benchmarking exercise showed:
Bupa achieved:
• An overall increase in patient
• A 25% reduction in employee satisfaction across all aspects of
attrition and a 12% reduction in care services (e.g. +11% inpatient /
sickness +10% outpatient
• A 6% uplift in employee pride • Overall satisfaction rising by 16%,
positioning Bupa at 9% higher
• A 7% increase in the related score than its nearest competitor
of “Senior leaders communicate
Bupa Health & Wellbeing’s • An 11% increase in customer
direction, how Bupa Health & loyalty, taking Bupa way ahead of
Wellbeing will get there and what its competition
challenges face us”
• The survey said: “Bupa’s customers
• A flexible, up-skilled workforce is are more emotionally connected”
now able to successfully service
new products, directly meet the Furthermore, Bupa achieved 3rd place
needs of clients and compete more in January 2011’s UK Customer
effectively in the healthcare Satisfaction Index, close on the heels of
marketplace brands like John Lewis (UKCSI).

14. Resulting in…?
"Learning technology has been a significant enabler in our
business whether we see it in employee engagement,
changing behaviour in the organisation, delivering new
systems, enhancing our product base, enabling us to get
closer to our customers, all of those have been impacted
by e-learning and learning technologies. It's been a really
powerful attribute for us.“
Craig McCoy, Bupa HR Director

15. Top tips
1. Is your audience ready? Understand their learning
technology journey
2. Keep telling the learning technology story at all levels
3. Align technology use to business need. i.e
pace/volume of delivery/flexibility/cost
4. Where the customer experience is critical test, test &
re-test!
5. Get stakeholders to be early adopters
6. Let the experts be the experts
7. Set your evaluation & ROI criteria at business case
stage
8. Bring Fun, Autonomy, Choice and Flexibility to
learning

16. Lloyds Banking
Group
Achieving vision:
During 2011, LBG set out its new strategy to
achieve its vision of becoming the best bank
for customers.

17. DEFINING THE LEARNING TECHNOLOGY
LANDSCAPE
Mobile learning External Content
Find an expert
Access to a high
quality learning
curriculum through
E-Learning the Academies
Virtual Classrooms
Peer to Peer learning Instructor Led
Wikis, Blogs, Forums
Reproduced with permission from Lloyds Banking Group, 2013

18. 2012 PROGRESS
MEASURING & DEMONSTRATING SUCCESS
 450 people involved in learning inc. over 500 250 training
deliverers
 Delivery of c.6.9 days training per colleague
 2,000 courses in the catalogue
 35 learning suppliers, KnowledgePool as SLP
 Over 50% e-Learning
 One common structure for curricula & aligning learning to roles
 One Group-wide capability framework
 One single learning demand plan
 Reduction of over 20% in 2013
Reproduced with permission from Lloyds Banking Group, 2013

19. Agenda
1. Why is learning transforming?
2. Where is it heading?
3. Some key examples…
a. How learning technologies can support you
b. Impact
c. Top tips
4. Discussion…

20. Thoughts?
www.brightwave.co.uk

21. Key learning transformations

22. Measuring impact
Employee retention – IBM studies have linked learning with
employee retention – 79% of IBM employees say they will stay
with the company for at least three years as a direct result of the
development opportunities
Value - Restructure of Civil Service Learning has saved £90M by
centralising services, eradicating duplications and working with
a skills framework

23. Measuring impact
£9.4m 25%
savings Acceleration
in speed to
Releasing funds
for front-line competence of
services new staff

24. Questions Practical guide: H
& Answers learning can supp
business transformat
Sarah.bell@brightwave.co.uk
Dow
@brighttweet www.brightwave.co.uk/pra
+44 (0) 1273 827 676 guides/how-learning-can-support-bu
transform