Results Matter: Blending Forman & Informal Learning for Employee Accreditation

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Results Matter: Blending Formal & Informal Learning for Employee AccreditationKarie Willyerd Vice President & Chief Learning Officer

2012 SuccessFactors, an SAP Company.All rights reserved.

# 2012 SuccessFactors, an SAP Company. All rights reserved.

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# 2012 SuccessFactors, an SAP Company. All rights reserved.My Background

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# 2012 SuccessFactors, an SAP Company. All rights reserved.AgendaThe challengeWhy accredit?Defining termsComponents of accreditation for a sales roleHow we will measure successNext in the journey

# 2012 SuccessFactors, an SAP Company. All rights reserved.The Challenge?

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# 2012 SuccessFactors, an SAP Company. All rights reserved.Ever Heard This?

Go train the entire sales force on our products!!!

# 2012 SuccessFactors, an SAP Company. All rights reserved.What Do You Say Next?

# 2012 SuccessFactors, an SAP Company. All rights reserved.I Always Start With:

# 2012 SuccessFactors, an SAP Company. All rights reserved.What Did the Boss Really Mean?

Our revenue isnt meeting expectations! Customers tell me they didnt know we had product X! New sales people take too long to get to quota! Sales is selling too much of A and not enough of B!

# 2012 SuccessFactors, an SAP Company. All rights reserved.Sound Familiar?

By the way, theres no time for fancy analysis! I need results now!

# 2012 SuccessFactors, an SAP Company. All rights reserved.The Real IssuesThe time it takes for a new sales rep to get to quotaThe diversity of product mix our sales reps sellOur ability to sell at the top of the housePredictable pipelineThe time it takes our services team to configureThe amount of low-level calls to SupportThe number of qualified partnersEtc.

These are the kinds of goals on our annual performance commitments!

# 2012 SuccessFactors, an SAP Company. All rights reserved.Our Analysis Approach

# 2012 SuccessFactors, an SAP Company. All rights reserved.What the Reps Said:Why they say It takes a long time to ramp:Too much unorganized informationDifficult to navigate company infrastructureLack of quality mentoring / good on-boarding Dont understand our internal tools: BMI, SFDC, Deal DeskLack of quality management involvementWhat reps say they need from managers:Need an actual mentor, coachRemove road blocksSpend time with the teamSales process supportBetter territory planning

# 2012 SuccessFactors, an SAP Company. All rights reserved.What Research & Experience Told Us:Be sure were hiring to the right profileGet to reps early in their employmentCreate sales goals just a little beyond comfortableReinforce learning on the jobBuild a blended solutionTrain the managers on coachingEnsure they have the collateral they needGive them hands on prospecting experienceCreate learning goals reinforced by management

# 2012 SuccessFactors, an SAP Company. All rights reserved.How Are Those Kinds of Challenges Fixed?

# 2012 SuccessFactors, an SAP Company. All rights reserved.How Does Learning Really Happen?

# 2012 SuccessFactors, an SAP Company. All rights reserved.What We ProposedBuilding the profileTraining managersInterviewing job aids

Train existing sales team at annual meetingExpand bootcamp and make mandatory in first 30 daysBuild accreditation process for all sales

Assign professional mentorsExpand curriculumLeader developmentInformal learning

# 2012 SuccessFactors, an SAP Company. All rights reserved.Why Accreditation?Definitions?

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# 2012 SuccessFactors, an SAP Company. All rights reserved.Mutual Benefits of Accreditation*For the employee:Career advancementMobilityJob securitySelf confidencePrideJob satisfactionPersonal fulfillment

For the organization:Improved productivity and profitabilityEmployee motivationEmployee relationsWorkforce planningProgress toward being a learning organizationImproved management style

* Partially sourced from John Geale, Accreditation of Employee Development, 1995

# 2012 SuccessFactors, an SAP Company. All rights reserved.Accreditation vs. CertificationAccreditationRecognition that an employee has achieved a qualification level in a body of knowledge through measurable resultsValid for demonstrating competence within the sponsoring organizationGranted by the organization

CertificationRecognition that an employee has achieved a standardized qualification level in a body of knowledge through measurable resultsValid for demonstrating competence across organizationsGranted by an independent third partyFor purposes of this presentation, the following definitions are used. These may not be universal definitions.

# 2012 SuccessFactors, an SAP Company. All rights reserved.Disclaimer #1We are still on the journey for the following phases and in mid-implementation. Your feedback and advice are welcome!

# 2012 SuccessFactors, an SAP Company. All rights reserved.Our Accreditation PathDo you know the content area?Can you apply your knowledge in a relevant situation?Can you deliver measurable results?Have you shared your capability with the broader community?

# 2012 SuccessFactors, an SAP Company. All rights reserved.Applying Accreditation to a Sales Role With Blended Learning

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# 2012 SuccessFactors, an SAP Company. All rights reserved.Examples of Sales AccreditationsProduct expertiseBuilding a pipelinePositioning our value propositionC-level conversationsNegotiating and closing a deal

# 2012 SuccessFactors, an SAP Company. All rights reserved.Sales MentorsSince we are in high-growth mode, we are exhausting managers and new-hire buddiesWe hired five sales mentors who meet with the employee and his/her manager regularlyThey are using a checklist derived from our Predictive Action Model (PAM) to determine progressEach new rep assigned progress status from the bootcamp onward

# 2012 SuccessFactors, an SAP Company. All rights reserved.Mentor RolesHelp make connections to people and informationPractice discovery questions, pitches, presentationsReview research gathered and account plans as requested Coach on how reps can get what they need from their managersMonitor and discuss pipeline and related activitiesCapture data to build out a Predictive Action Model to give early warning signs and indicators of success and risk to implement appropriate interventions Gather feedback on manager involvementCommunicate with managers on rep progress; coach manager as needed

# 2012 SuccessFactors, an SAP Company. All rights reserved.Disclaimer #2We love our products! A secondary goal is to use our own products as a part of our solution.

# 2012 SuccessFactors, an SAP Company. All rights reserved.Knowledge: Performance & Goals Example for Sales RepDemonstrated by passing a testKnowledge may be acquired formally or informally; no mandatory training required for Performance & GoalsFormal delivery options include eLearning in the LMS; strongly suggested as homework for bootcampInformal options include Jam groups, a marketing portal with sales collateral, books and articles in our Books 24x7 library, peer-to-peer consultationReps can be automatically invited to Jam groups upon hiring, upon completing a course, etc.Recorded in the LMS as Phase I achievement

# 2012 SuccessFactors, an SAP Company. All rights reserved.Curated Informal Content Example

# 2012 SuccessFactors, an SAP Company. All rights reserved.

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Discussion Groups

# 2012 SuccessFactors, an SAP Company. All rights reserved.Test Example

# 2012 SuccessFactors, an SAP Company. All rights reserved.Lots of Ways to Find Learning

# 2012 SuccessFactors, an SAP Company. All rights reserved.BehaviorDemonstrated application of the knowledgeAccomplished by incorporating knowledge into an account planManager reviews account plan and signs off that the Performance & Goals part of the account plan is solidly preparedManager sign-off is done through the LMSEmployee is accredited for Phase IIThis phase completely on-the-job

# 2012 SuccessFactors, an SAP Company. All rights reserved.ResultsDemonstrated sales in Performance & GoalsSigned off by manager who validates that the rep held primary responsibility for the saleManager sign-off is done through the LMSDollar value of sale recorded in the LMS for determining ROIRep is assigned level III accreditation

# 2012 SuccessFactors, an SAP Company. All rights reserved.ContributionInformal learning communities work best when experts contributeRep may contribute by doing any of the following:Load a presentation used with a client to sell Performance & GoalsHost a webinarRecord a video talking about the win with tips and adviceBe a new-hire buddy to a new repPost a link to a valuable web resourceEtc.Rep submits evidence to learningRep accredited as Phase IV

# 2012 SuccessFactors, an SAP Company. All rights reserved.Summary of ApproachPhaseDeliverValidateRecordKnowledgeeLearningLiveJam/informalLMS testLMSBehaviorInformal OTJManager coachingMentor coachingInformal resourcesManager OTJLMSResultsOn the job experienceManager coachingMentor coachingInformal resourcesManager OTJLMSContributeJamOn the jobPortfolio submissionLMS

# 2012 SuccessFactors, an SAP Company. All rights reserved.Metrics and Whats Next

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# 2012 SuccessFactors, an SAP Company. All rights reserved.MetricsReported metricsBootcamp assessmentProgress to quotaEarly anecdotesEvaluationsCollected metrics (eventually will report)Pipeline statusManager evaluationForecast accuracyNumbers of modules soldEtc.

# 2012 SuccessFactors, an SAP Company. All rights reserved.Mentee Success Stories Q112 New Hire RSMsCA EnterpriseDate of hire: Jan 162 upsell deals to:Cameron$XPM&GMAnadarko$XJamTook them from, Hi, Im your new SuccessFactors Account Manager. To Sign here in about 6 weeks.Used Bootcamp knowledge to create presentations for bothHis key to first quarter success: Calling on all my accounts right away and keeping an open mind when youre told, They are your account, but they dont like us. Good luck.

DS GeoDate of hire: Jan 16J.J.B Hilliard Lyons $XK. Align & Perform, LMS, Succession & CDP; Taleo replacementNew business from a contact us via websiteDid the demo DURING bootcamp and used competitive info and sales network from bootcamp to help closeHis key to first quarter success: Know who to go to!!! I received help from many different people, to make the deal come in. RSMs that utilize their resources the most efficiently will win faster and more often.

Early on start with anecdotes so success

# 2012 SuccessFactors, an SAP Company. All rights reserved.New Hire Bookings Achievement (RSMs & RVPs)19 Q3 11 hires Q3 11Q4 11 Q1 1225 Q4 11 hires35 Q1 12 hiresRevised training starts here

No salesPartial quotaOn quota

# 2012 SuccessFactors, an SAP Company. All rights reserved.Other Phase I SolutionsSales Governance CouncilSales Framework DevelopmentResource librariesAll while integrating with SAP!

# 2012 SuccessFactors, an SAP Company. All rights reserved.Whats NextIntegration of PAM with our Workforce Analytics module to collect Level IV Kirkpatrick resultsBuild out and implement entire accreditation processContinue role-based curriculum developmentSCsSMB reps, etc.Create a single gateway for learning/collateral accessContinue detailed analysis with Allison Rossett and streamline/edit offerings accordinglyIntegrate our process with SAP

# 2012 SuccessFactors, an SAP Company. All rights reserved.Questions?

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# 2012 SuccessFactors, an SAP Company. All rights reserved.kwillyerd@successfactors.comTwitter: @angler

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# 2012 SuccessFactors, an SAP Company. All rights reserved.

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