Download - Ramping the Knowledge Transfer
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Ramping the Knowledge
Transfer
Presenter: Daniel Flynn
APQC Knowledge Management Conference
May 2-3 2013
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©2013 Ecolab USA Inc. All Rights Reserved
Ramping the Knowledge Agenda
A bit about Nalco
How Technical Training and KM fit together at Nalco
Where we started with technical training
Where we are
Ongoing development opportunities
Why we do this
Next steps
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©2013 Ecolab USA Inc. All Rights Reserved
Europe/Africa/Middle East
Latin America
North America
A Bit about Nalco an Ecolab Company
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24%
22%
22%
49% Sales
40% Employees
36% Plants
10%
15%
13% Asia/Pacific
17% 17%
2,898
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8,000 field representatives
150 countries
60,000 customers
17%
23%
29%
23%
13%
©2013 Ecolab USA Inc. All Rights Reserved
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KM Strategic Approach
1.
Understand
Business
Drivers
And
Priorities KM
Analytics
2.
Establish
KM
Approach
To
Facilitate
Drivers
7.
Discuss Findings
With Business
Leaders Including
Recommendations
For Approach
Adjustments
3.
Deploy
KM
Approach
4.
Collect
Measurements
& Data
5.
Conduct
Analysis And
Identify
Patterns
6.
Exercise
Insightful
Judgment
And Make
Adjustments
Adapted from APQC Paper - Knowledge Analytics, April 2012
Carla O’Dell in Collaboration with the APQC Knowledge Management Advanced Working Group (AWG)
©2013 Ecolab USA Inc. All Rights Reserved
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KM Application to Customer Environment
Understand
Business
Drivers
And
Priorities
Application
of Partner
Knowledge
into
Customer
Process
Discuss Findings
With Business
Leaders Including
Recommendations
For Approach
Adjustments
Information
Action Interpretation
(Knowledge
Creation)
Data Collection
Mechanical
Chemical Operational
Adapted from APQC Paper - Knowledge Analytics, April 2012
Carla O’Dell in Collaboration with the APQC Knowledge Management Advanced Working Group (AWG)
©2013 Ecolab USA Inc. All Rights Reserved
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KM Customer Knowledge Application
and Feedback Loop
Our Field Sales Engineer is Critical to the Success of the Interaction
Do we quickly satisfy a Customer need?
Do we provide a value driven differentiator to our Customer?
Adapted from APQC Paper - Knowledge Analytics, April 2012
Carla O’Dell in Collaboration with the APQC Knowledge Management Advanced Working Group (AWG)
©2013 Ecolab USA Inc. All Rights Reserved
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Field Training - Evaluation and Target
2000
Present
• Tribal approach to training
• Inconsistent regionally
• Difficult to deliver quality service
• No measures in place
• Global consistent approach
• Global consistent measure
• Easier to deliver quality service
©2013 Ecolab USA Inc. All Rights Reserved
Achieving Performance Takes Planning
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Prescriptive Knowledge Transfer
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OnBoarding and Initial Training
Field Based
Primary Trainer Led
• Previous work experience
• Hired initially to a specific
geography
• Primary Trainer facilitates
self paced lessons
• Customer hands on daily
basis
Notes:
• Takes longer to build
personal network
• Quality of training is
directly proportional to
quality of primary trainer
• Able to assume customer
responsibilities quickly
• Washouts can adversely
impact customers
Office Based ASE
Instructor Led
• Fresh graduates
• Centered in Naperville
• Program Coordinator
• Instructors are
technical experts
• Hands on field trips
every few weeks
• Networking
• Final work assignment
based on need at end
of course
Notes:
• Well networked
• Well trained
• Longer to assume
customer
responsibilities
• Washouts don’t impact
customers
©2013 Ecolab USA Inc. All Rights Reserved
Prescriptive Weekly Focus
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Each Week Field Engineer
• There is a Theme
• Technical Reading
• Technical Question Sets
• Real Life Experience
• Administrative Training
• Account Management Experience
• Sales Training
• Safety
• Test or Review
Each Week Primary Trainer
• Grades the Question sets
• Lines up the Real Life
Experience, Account
Management, Analytical Testing
• Reviews the Safety aspects
• Discusses the Test or Review
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Progress is Tracked
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Progress is tracked by the
primary trainer and
shared between the
primary trainer, new hire
and manager
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Trainees Utilize Many Resources
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Technical Reading Networking Communities Connections
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Training Progression
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Technical Skills & Softer Skills
Insti
tuti
on
al
Man
ufa
ctu
rin
g
Fo
od
& B
evera
ge
EH
S
Refi
nin
g
Up
str
eam
Ch
em
ical
Po
wer
Pu
lp &
Pap
er
Min
ing
Pri
mary
Meta
ls
26 Week Program
New Technology
Refresh
ProSchool
Baseline
Focused
Maintain
Deep Skill
Tim
e
©2013 Ecolab USA Inc. All Rights Reserved
Manager Directed Development
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Developmental Milestones
• Training doesn’t stop with new
hires
• Each position has
requirements, milestones and
developmental gates
• Ongoing development lays in
place the prerequisite for
promotion
• The basic requirements
extend across all field
positions
©2013 Ecolab USA Inc. All Rights Reserved
Getting Started – The manager uses the Curriculum when working on personal
development plans with their representatives. Identify where they want to go
and refer them to the Nalco Learning Center to complete e-learning items and
register for Instructor Led Training sessions.
Manager Directed Development
©2013 Ecolab USA Inc. All Rights Reserved
Manager Directed Development
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New Field Hire
Account
Management Sales
Management
Common development for initial positions
Specialization in later roles
Primary
Trainer
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Requirements and Milestones
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Learning Management System
©2013 Ecolab USA Inc. All Rights Reserved
Learning Management System
Reps
• Register for courses
• Check Training Path
• Complete Training
• Social collaboration
Managers
• Check progress
• Compare reps and requirements
• Compare training data and business goals
Content Developer
System Admin
• Place courses & tests in system
• Ensure connection with CRM for key metrics
• Group courses in visual outlines (map)
• Manage access & security
©2013 Ecolab USA Inc. All Rights Reserved
Marketing Training
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• The Same Technical Requirements
• Substitute Marketing for Sales
• Primary Trainer Led
• Specialization
• Product Marketing
• Industry Marketing
• Technical Marketing
• Equipment
• Automation
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Why Pay So Much Attention to Training? Customer loyalty measurements against technical competency
Do we provide a value driven differentiator to our Customer?
Do we quickly satisfy a Customer need?
©2013 Ecolab USA Inc. All Rights Reserved
Next Steps
Strengthening the critical touch points
Technical material alignment
ProSchool development
Primary trainer training
Mentoring
Learning Management System
Course development
Improved access
Mobile devices
Networking
Experts
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Daniel Flynn - Principal Consultant at Nalco an Ecolab Company [email protected]
1-630-305-1497
Connect with Dan on LinkedIn
Questions
Nalco and the logo are trademarks of Nalco Company
Ecolab is a trademark of Ecolab USA Inc.
All other trademarks are the property of their respective owners
Ramping the Knowledge Transfer
Birds of a Feather Lunch
Friday May 3rd