run learning like a business

Running Learning like a Business

Three Pillars of Success: Standards, Technology, Resourcing

Presented by:Bill West of QuantumConnect

Nate Wistran of Bank of America

Meet your presentersNate Wistran

Bank of America

Learning Executive,Learning Enablement and Infrastructure

Leads:

Product Management, Core Products,Portfolio and Vendor Management,Global Learning’s risk support and Business control,Deliverables and centralized support

Bill WestQuantumConnect

30 years in Learning IndustryAccenture, EY, GP Strategies, Xerox

Clients include:

Amway, AT&T, Bank of America, Cisco, HP, Intel, J&J, Kraft, Krispy Kreme, Lilly, Microsoft, Pfizer, Prudential, Roche, Suncor, Toyota, and others

Author: Seven Attributes…

The Fundamental Elements of Business

STRATEGY

TECHNOLOGY

PROCESSPEOPLE

Let’s agree on this!

An industry without a business framework

People: Qualified resourcesProcess: Standards of practice

Technology: Supporting infrastructure

The grand challenge for the CLO

NOpredictability, repeatability,

reliability, quality, timeliness, or customer experience

Without standards…

NOvisibility, forecasting, or insight,

Plus, no collaboration, monitoring, or efficiencyOnly

The cursed spreadsheets

Without technology…

InternallyNo consistency of skills or performance

Outsourcing No consistency or reliability

No framework for filtering and aligning providersFailure rate is 63%!

Without effective resourcing…

Achievable Results:Visibility, consistency, reliability, predictability

Lower risk, increased ROILess tail chasing, more innovation

How to take control of your environment!

Not # of course completions

or empirical stories (usually the bad ones)

Rather

Decreased cost, increased revenue, speed to proficiency,learner satisfaction, total cost of ownership,

real measurable/meaningful data

How to Change the Conversation

Those that align your teams:Analysis documents (business/audience)Design documents (high/detailed levels)Deliverable format (IG/PG, WBT, QRG)

User testing resultsPost-projects evaluations (NSAT)

What standards?

Aligned to your workflow and your needsNot just planning and delivery (TMS, LMS)

Technology to support what each level needsSomething our industry has not had

an ERP designed for unique/complex learning development.

What technology?

Plan

Request

Production Resources Finances

Design Develop Test

Manage Implement

Deliver

Analytics

Collaborate

The executives need visibilityThey want to know what’s going on, real time performance data and analytics

The functional leaders want efficiencyThey want to optimize their resources, predict failure (to prevent failure)

The front line needs what they needTools to support the full D&D life-cycle

Ability to produce excellent quality, excellent customer experiences

What technology?

Need a framework for successful outsourcingFor example: Seven Attributes

Aligning the Client/Vendor :Selection << AND >> Operationalization

What resourcing?

What does this look like in real life?

Case Study from Bank of America

08/27/2014

Global Learning’s Journey

2011

Centers of ExcellenceStandards

On-Demand Learning SolutionsIntroduction of simplified solutions

(online/virtual focus)

2014-2016Simplify business engagement

Do the highest impact workBusiness ImpactReduce volume

Reduce cost

Objective: Deliver solutions with increased speed, innovation, simplicity and reduce cost to drive employee performance & business results

Transforming the Global Learning Organization

Performance Consulting Return Capacity Improve Responsiveness Business Impact

2012-2013Consistent learning volumes

Operationally efficientAdded emerging technology (video & other non-traditional learning)

Initial prioritization

Focus on the highest impact work

Increase employee capacity by reducing traditional seat-time

Reducespeed-to-market

Focus on Business Metrics

CULTURE SHIFT

Bank of America Proprietary and Confidential | 15

Build a Learning Portfolio that Delivers Value

Learning Portfolio

Quality Speed to Market Impact

What are the key questions to think about in Building a Learning Business Portfolio?

17

Keys To Our SuccessFocusing on the people, process and technology provided building blocks for being Operationally Efficient and a World Class learning organization.

Impact:

Operationally Efficient Learner Impact

Business Results

Success Factors:

Transparency

Center of Excellence

Standards

Alignment

Evolution

Technology Business Impact

18

28%

17%24%

24%

7%T1

T2

T3

T4

T5

• Centralized tracking and management• Development Playbook• Work Categorized into Tiers• Complexity Level of Projects• Built On-Demand Learning Solutions program• Resourcing to determine internal build or Vendor

Build

Key Enablers

Portfolio Management Impact

Punch Lines• Traceability• Forecast Accuracy Increased• Increased Speed to Market• Reduction of Unplanned work• Internal Resources aligned to the most impactful work• Business Impact of Learning Solutions

Tier Mix Complexity Mix3%

15%

28%26

%

9%

11%

8%

Super Low

Low/Low

Low

Medium

Med/High

High

Super

StandardsMandate, create, monitor, enforce

TechnologyFull Life-cycle: build or buy, but do it

ResourcingAlign with a framework

Accountability, coordination, evaluation, no renegades

Moving Forward

CLO role is under scrutiny; Vendors are failingStandardization is the key to stability

Supporting technology supports success (and collects data everyone needs)

Aligned resources provide scalability, efficiency, reliability AND innovation

Summary

Running Learning like a BusinessNate Wistran

Bank of Americanathan.e.wistran@bankofamerica.com

Bill WestQuantumConnect

west@quantumconnect.com

855-909-0707

Upcoming Events:Brandon Hall Group Webinar

Industry Survey on OutsourcingOctober 23rd

DevLearn, Las Vegas, October 29th Emergence of

Development Management SystemsAlso, Secrets to Outsourcing