run learning like a business
DESCRIPTION
Presented by: Bank of America QuantumConnect We will examine the three pillars of successfully running learning as a business: standardization, technology, and resourcing. For Learning to be a legitimate business, it must possess the infrastructure fundamentals that enables all other business units to thrive. Successful business requires: your ability to produce a consistent and reliable product, the technology that provides you the visibility to lead and results you can measure, and your ability to effectively optimize your resources (internal and outsourced). To effectively learn a business, you must: Understand the secrets to successfully aligning your resources, including outsourcing Understand the workflow technology required to run your organization as a business Understand the challenges and techniques used to standardize development across an enterprise. These are possibly the largest barriers to success and are most certainly the most notable areas that are subject to failure.TRANSCRIPT
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 [email protected]
Bill WestQuantumConnect
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