Uploaded byGagan Bhalla - ITIL®, CSM®
Xeeva's Learning & Development - Transformation Consulting
The document outlines a comprehensive proposal for Xeeva, created by Elidea, emphasizing the need for internal innovation through a Collaborative Learning Ecosystem to enhance knowledge sharing and training processes. It identifies the existing challenges faced by Xeeva, such as limited resources and ineffective processes, and suggests structured strategies for training and development to improve productivity and accountability. Additionally, it includes specific metrics and timelines for implementation, showcasing how the proposed system will create transparency and efficiency across the organization.
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Xeeva's Learning & Development - Transformation Consulting
- 1. Researched & Craftedespecially for Xeeva Inc. (www.xeeva.com) by team eLidea The content / material / idea / presentation / concept belongs to eLidea and all the rights are reserved by eLidea. Any attempts to copy / replicate / disseminate or modify the mentioned content / material / idea / presentation / concept in any form without prior permission will be considered as an illegal attempt and will result in legal proceedings against the entity / individual. Any such legal proceedings and arbitration activities will be carried under the jurisdiction of courts of New Delhi. By downloading and/or viewing and/or proceeding to next slide / page in the following document / presentation you agree and abide by the terms mentioned above. Please close and delete the file or source to access the file from your computer / mobile / device / email / inbox if you DO NOT agree to abide by the terms. eLidea Pvt. Ltd. www.elidea.co.in
- 3. eLidea – Whoare we? • A products and services company • Industry expertise of more than 15 Years in • Training & Development • Online, Media & PR • Web, Mobile and Multi-platform solutions • We help organizations • Set-up & re-align their training & development strategy & execution • Create beautiful content and manage its enrichment and value • We definitely do love enriching product designs and user experiences
- 4. • Org Strategy •Team Strategy • Plans • Activities • Roles & Responsibilities • Vision statement • Incentives • Mission • Goals • Key Metrics What will we accomplish? Why should we do it? How will we do it? Who will do what?
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- 10. •Yes! – Xeevagenuinely need Help! 1. Limited resources 2. Slowed execution 3. Non-Existent Processes 4. High Dependency on People 5. Invisible KPIs, metrics & data points •Xeeva truly need internal Innovation •External Force
- 11. That is why! Internal Innovation byexternal force We know Xeeva Industry Expertise
- 12. • Org Strategy •Team Strategy • Plans • Activities • Roles & Responsibilities • Vision statement • Incentives • Mission • Goals • Key Metrics What will we accomplish? Why should we do it? How will we do it? Who will do what?
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- 15. CLE – InternalInnovation for Xeeva Knowledge Base Training & Development Platform Collaborative Learning Ecosystem Power Simplicity Internal Innovation
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- 18. People • Key knowledgesources • Subject Matter Experts • Availability critical Emails • Information • Changes • Decisions Personal Notes • Meeting Minutes • Informal Conversations • Ad-hoc Information Spreadsheets • Data sets – Internal & Customer • Product Configurations Documents • Product Guides, Roadmaps • Design Specs, Business Analysis, Cases Presentations • Sales & Marketing assets • Reporting and Dashboards Visio • Process Flows • Infrastructure Configurations JIRA • Issue Tracker – Use Cases & User Stories SVN • Manually synced repositories of all informational assets
- 19. 12 Paths tocollect Knowledge • People • Hoard Information • High Dependency • Emails • NOT the best way to manage & share knowledge (HBR) • Personal Notes • Are found in bin or die natural death • JIRA • Essentially an issue tracker • Not a knowledge sharing platform • Office Suites • Files lay orphaned on individual computers • Lost in emails • Not Collaborative • SVN • Need to be updated manually • No reporting – Who modified What? • Longer process to provide access • Not searchable
- 20. Knowledge Base Collaborative Platform The Only Truth Approvals& Workflow Real Time Knowledge Single Source of Information Customer Portal
- 21. Employees Shorter on-boardingtime Easier access to relevant information & resources Avoid making same mistakes twice Better & Faster decisions Communicate important information widely & quickly Improved productivity, Increased motivation Encourage collaboration, Improved teamwork Avoid redundant efforts Reusability of Ideas, Documents & Expertise Take advantage of existing expertise & experience Make scarce expertise widely available Reduce dependability on indispensable resources
- 22. Process Increased transparency Accelerationof processes Facilitation of Continuous Process improvement Reduce redundancies Re-use of internal knowledge Customers Empower them to Help themselves Shorter issue resolution times Increased quality of products and services Instant feedback & micro-interactions
- 23. Knowledge Base Product Owners • Create SMEs •Review • Approve Support Teams • Learn Other Teams • Aware Happy • Customers Better Responses Informed Decisions Better client conversations Single Source of real-time truth across your organization & customers Feedback loop
- 24. Checklist Are you on theright track?
- 25. Knowledge base Strategic 1. Howmuch time does it require to on-board an employee on product portfolio? 2. Can you afford to loose an expert resource? Do you have a backup or a resource who has same knowledge as this expert resource? 3. Do you have processes defined and published for every department in your organization? 4. What is the average turn-around-time to publish the documentation of a new release? 5. Do your customer have an open interactive channel for communicating feedback via your product documentation? Operational 1. How many knowledge artifacts are maintained by your teams? 2. What % of information across your organization available internally? 3. Can your existing knowledge base deliver reports on accountability & approval workflows? 4. What % of your artifacts same & are reusable across customer base? 5. How many users have given product feedback? Do you have the feedback shared within your key teams?
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- 28. People •Training & DevelopmentTeam •Trainers & Technical Writers •Customer Facing Role Training Artifacts •User Guides •Presentations •How-To Videos •Training Schedule & Invites Sources of Information •Product •Product Team / Self-Experiment •Users to be trained •Launch Team Mode of Collection of Information •Manual knowledge transfer •JIRA Stories •Business specs & documents Artifacts - Reviews & Approvals •Manual •No History / Log maintained Post Training Report •User Attendance – Manual •Supplier Attendance – N/A •Survey – 3rd Party (Survey Monkey) Training •Mode - ILT / ILT Online •NO Assurance if the user understood the product/module Post Training - Customer •Customer usually have access to •User Guides •Videos Internal Training to other customer facing teams •Launch, PMO, Support, etc. •N/A
- 29. Blockers – 12Learning & Dev areas • Training Artifacts • Multiple + Multiple languages = More effort on documentation • Requires constant update as per the product/service changes • Sources of Information • People – May be sharing improper information • Hoard Information • Unavailable when required • Diluted Accountability • No Log/Audit history of artifacts • No single owner/source of information • More tools, Less output • Outlook – Invites • Meeting – Join.Me • Attendance – NA • Survey’s & User Feedback – SurveyMonkey • Quiz/Confirm accurate knowledge transfer – NA • Analytics/Grading – NA • Internal Trainings • N/A • No way to confirm Employee knowledge • Gap for an effective Metric as input to performance/ appraisal process
- 30. Training Customer Access, profiles & analytics Scheduling, Survey’s& Attendance tracking Grading, Certifications & Quiz for training assurance Gamify – Incentives, Rewards & Challenges Internal tool for employee trainings Effective input to HR appraisal system
- 31. Xeeva Training Team Single tool tomanage trainings across Xeeva client portfolio Schedule, Invite, Track Attendance, Quiz/Collect feedback, Grade trainers, training & users Deliver key data points & metrics as inputs to process improvement Utilize knowledge base as source to knowledge acquisition Process Improved Training & Development process for customers Grading, Quiz and attendance to track user participation & improve customer involvement Introduction of Training & Development process for Employees Visibility to Management: Who knows the product?
- 32. Customer Cost Effective Self-pacedtraining mode Faster access to acquire & test knowledge Xeeva Internal Teams Teams: Training, Launch, Support, PMO, Sales, CRA 24x7 accessibility to learning resources Increased productivity Xeeva HR Team & ROI measurements Learner scores & grades - as inputs to appraisal process
- 33. Checklist Are you on theright track?
- 34. Training & Development Strategic 1.How is employee knowledge & skills on your product/services tracked in your organization? 2. What are the KPIs/metrics you maintain to assure successful imparting of training to customers? 3. As of today, can you relate the training effectiveness with support tickets? 4. How do you manage trainings across different time-zones and multi-lingual requirements? 5. What is the average turn-around-time to prepare training for a given customer? 6. Do your customer have an open and live interactive channel for communicating feedback via your training sessions? Operational 1. How many employees know your product/services portfolio? How do you track it? 2. How many training sessions have been unsuccessful for a particular customer? 3. How many training artifacts are maintained by your teams? 4. How many users are repetitive in your training sessions? 5. What are the top 5 feedback that you have receive in your training sessions?
- 36. CLE – InternalInnovation for Xeeva Knowledge Base Training & Development Platform Collaborative Learning Ecosystem Power Simplicity Internal Innovation
- 37. • Org Strategy •Team Strategy • Plans • Activities • Roles & Responsibilities • Vision statement • Incentives • Mission • Goals • Key Metrics What will we accomplish? Why should we do it? How will we do it? Who will do what?
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- 39. S.M.A.R.T. Goals 1. Databased decisions not people/event based 2. Unify distributed knowledge sources 3. Introduce collaboration 4. Introduce transparency at multiple levels • Communication • Accountability • Reporting 5. Introduce metrics in training & development and other key operations
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- 41. CLE Deployment & Configuration 6-8 Weeks Internal Trainings ProductTeam Training & Development Launch Team Courses Level #1 Courses •3-4 Weeks Level #2 Courses •4-6 Weeks
- 42. Engagement Options Plan A •CLE Solution • Training Xeeva resources on CLE Plan B* • Plan A + • Level #1 Courses Plan C • Plan B + 1 Client • Level #2 Courses Plan D • Plan A + B + • 3 Years Long Term Engagement (LTE) Plan * Limited to 2x Customer and 1x Product release.
- 45. Researched & Craftedespecially for Xeeva Inc. by Team eLidea Solution is specifically tailored for Xeeva Inc.