using an roi approach to better manage learning ... conf... · better manage learning investments...

40
©2007 KnowledgeAdvisors. All rights reserved. Using an ROI Approach to Better Manage Learning Investments and Reduce Scrap Learning

Upload: ngodat

Post on 06-Sep-2018

224 views

Category:

Documents


0 download

TRANSCRIPT

Page 1: Using an ROI Approach to Better Manage Learning ... Conf... · Better Manage Learning Investments and Reduce Scrap Learning. 11-Nov-07 Page 2 ... ROI/ROE Level 5. 11-Nov-07 Page 17

©2007 KnowledgeAdvisors. All rights reserved.

Using an ROI Approach to Better Manage Learning Investments and Reduce Scrap Learning

Page 2: Using an ROI Approach to Better Manage Learning ... Conf... · Better Manage Learning Investments and Reduce Scrap Learning. 11-Nov-07 Page 2 ... ROI/ROE Level 5. 11-Nov-07 Page 17

Page 211-Nov-07

Overview of KnowledgeAdvisors

Visit our website at www.knowledgeadvisors.com

Benchmarking

We help organizations measure and improve the results of their people programs.

Professional Services

Benchmarking

Technology

Human Capital Analytics

Page 3: Using an ROI Approach to Better Manage Learning ... Conf... · Better Manage Learning Investments and Reduce Scrap Learning. 11-Nov-07 Page 2 ... ROI/ROE Level 5. 11-Nov-07 Page 17

Page 311-Nov-07

Should you calculate ROI?

We make choices based on:

•Reaction

•Knowledge/Attitude

•Utility

•Economics

A

B

Page 4: Using an ROI Approach to Better Manage Learning ... Conf... · Better Manage Learning Investments and Reduce Scrap Learning. 11-Nov-07 Page 2 ... ROI/ROE Level 5. 11-Nov-07 Page 17

Page 411-Nov-07

Redirect poor-performing investments into high-impact programs

Drive Business Results

Time

Low ImpactProgramsHigh ImpactPrograms

Earnings

Page 5: Using an ROI Approach to Better Manage Learning ... Conf... · Better Manage Learning Investments and Reduce Scrap Learning. 11-Nov-07 Page 2 ... ROI/ROE Level 5. 11-Nov-07 Page 17

Page 511-Nov-07

Shift Paradigm

Page 6: Using an ROI Approach to Better Manage Learning ... Conf... · Better Manage Learning Investments and Reduce Scrap Learning. 11-Nov-07 Page 2 ... ROI/ROE Level 5. 11-Nov-07 Page 17

Page 611-Nov-07

What CEO’s Want

revenue

employees

• Revenue grows

• Human capital investment is flat

revenueemployees

• Revenue is flat

• Human capital investment declines

OR

Page 7: Using an ROI Approach to Better Manage Learning ... Conf... · Better Manage Learning Investments and Reduce Scrap Learning. 11-Nov-07 Page 2 ... ROI/ROE Level 5. 11-Nov-07 Page 17

Page 711-Nov-07

Data reporting20%

Data analysis19%

Data filtering9%

Data collection33%

Data aggregation19%

Learning Measurement Resource Allocation Today

Source: KnowledgeAdvisors Learning Analytics Best Practices Research Study, 2004.

• 81% of measurement resources focused on administration (collection, aggregation, filtering, reporting).

• < 20% is available for analysis and decision-making. • Technology reverses the ratio: 80% on analysis, 20% on

administration.

Page 8: Using an ROI Approach to Better Manage Learning ... Conf... · Better Manage Learning Investments and Reduce Scrap Learning. 11-Nov-07 Page 2 ... ROI/ROE Level 5. 11-Nov-07 Page 17

Page 811-Nov-07

Reasonable Indicators

Source: KnowledgeAdvisors Learning Analytics Best Practices Research Study, 2004.

In your organization, what best describes the level of accuracy that analytics must have in order to be

perceived as useful for information decision-making purposes of senior management?

There is an enormously high cost

to data accuracy versus obtaining a

reasonable indicator.

Organizations should balance when to spend extra time and money

to yield highly statistical results.

Given how executives make decisions, reasonable data

provided in a timely manner outweighs

data with more precision delivered in a

less timely manner.

Periodic "word of mouth"

statements11%

Highly precise, statistically valid

measures11%

Reasonable, quantitative / qualitative indicators

78%

Page 9: Using an ROI Approach to Better Manage Learning ... Conf... · Better Manage Learning Investments and Reduce Scrap Learning. 11-Nov-07 Page 2 ... ROI/ROE Level 5. 11-Nov-07 Page 17

Page 911-Nov-07

Human Capital Impact

Smart investments in learning drive future business results, which ultimately increase stakeholder value.

Page 10: Using an ROI Approach to Better Manage Learning ... Conf... · Better Manage Learning Investments and Reduce Scrap Learning. 11-Nov-07 Page 2 ... ROI/ROE Level 5. 11-Nov-07 Page 17

Page 1011-Nov-07

Why Invest in Learning?

Time

$$

Earnings without a strong corporate

education program

Earnings with a strong corporate

education program

Page 11: Using an ROI Approach to Better Manage Learning ... Conf... · Better Manage Learning Investments and Reduce Scrap Learning. 11-Nov-07 Page 2 ... ROI/ROE Level 5. 11-Nov-07 Page 17

Page 1111-Nov-07

How do Shareholders Benefit?

Time

$$

Book Value

Market Value

Human Capital Value

Page 12: Using an ROI Approach to Better Manage Learning ... Conf... · Better Manage Learning Investments and Reduce Scrap Learning. 11-Nov-07 Page 2 ... ROI/ROE Level 5. 11-Nov-07 Page 17

Page 1211-Nov-07

Optimizing Training Investments

Nobel Prize Winner, Gary BeckerHuman Capital Formula

MP = Marginal product of traineesG = Present value of returnsW = Wages paidi = Market discount rateC = Cost of training

Page 13: Using an ROI Approach to Better Manage Learning ... Conf... · Better Manage Learning Investments and Reduce Scrap Learning. 11-Nov-07 Page 2 ... ROI/ROE Level 5. 11-Nov-07 Page 17

Page 1311-Nov-07

Collect Data

Isolate the effects of training

Convert data to monetary

value

Calculate the return on

investment

Tabulate program

costs

Identify tangible benefits

Evaluation Instruments

Evaluation Purposes

Evaluation Timing

Evaluation Levels

The ROI Process

Source: Return on Investment in Training and Performance

Improvement Programs, Jack J. Phillips, Gulf Publishing Company,

Houston Texas, 1997, p. 25

Page 14: Using an ROI Approach to Better Manage Learning ... Conf... · Better Manage Learning Investments and Reduce Scrap Learning. 11-Nov-07 Page 2 ... ROI/ROE Level 5. 11-Nov-07 Page 17

Page 1411-Nov-07

Estimate the change in performance(ex. How much did sales increase since the sales improvement initiative?) 20%

Isolate the effect that training had on the change(ex. What % of sales increase was driven by the training vs. other factors?)=10%

Adjust for confidence (or lack thereof) in estimates (ex. How confident are you in your estimates?)=50%

Monetize the performance change related to training(ex. $100,000 is a 20% increase in sales) = $100,000 x.10 x .50 = $5,000 benefit from initiative

Fully loaded costs to compare against the benefit(ex. Cost to rollout initiative is $1,000, travel is $500, lost work time is $800) =$2,300

Estimate, Isolate, Adjust

Page 15: Using an ROI Approach to Better Manage Learning ... Conf... · Better Manage Learning Investments and Reduce Scrap Learning. 11-Nov-07 Page 2 ... ROI/ROE Level 5. 11-Nov-07 Page 17

Page 1511-Nov-07

The Measurement Process

Data Collection

Define metrics (KPI’s)Design instrumentsDetermine populationDisseminate instrumentsCollect data

Because data collection, processing and reporting is automated, you have more time to analyze the data and turn it into actionable business intelligence to:

• Improve your learning programs• Demonstrate value to your stakeholders

Data Storage

Data Processing

Data Reporting

Database creationCentralize data Data entryData securityRaw data access

Aggregation of dataFiltering of dataConvert into metrics

Standard reports (canned)Ad-hoc queryingTrend-line analysisStatistical analysisBenchmark comparisonsTransactional detailsManager reportsExecutive summaries

Page 16: Using an ROI Approach to Better Manage Learning ... Conf... · Better Manage Learning Investments and Reduce Scrap Learning. 11-Nov-07 Page 2 ... ROI/ROE Level 5. 11-Nov-07 Page 17

Page 1611-Nov-07

After Training: Practical Indicators

ReactionLevel 1

LearningLevel 2

Job ImpactLevel 3

ResultsLevel 4 & EstimationIsolation

Adjustment

ROI/ROELevel 5

Page 17: Using an ROI Approach to Better Manage Learning ... Conf... · Better Manage Learning Investments and Reduce Scrap Learning. 11-Nov-07 Page 2 ... ROI/ROE Level 5. 11-Nov-07 Page 17

Page 1711-Nov-07

ROI Models to Manage Investments

Cost and Complexity

Page 18: Using an ROI Approach to Better Manage Learning ... Conf... · Better Manage Learning Investments and Reduce Scrap Learning. 11-Nov-07 Page 2 ... ROI/ROE Level 5. 11-Nov-07 Page 17

Page 1811-Nov-07

ROI – The Cost Side

Direct and measurable costs

Analysis costsDesign, development: over the life of the programMaterials: workbooks, participant handoutsInstructor prep and deliveryFacilitiesContent acquisitionAdministrative and allocated overhead Evaluation costs

Indirect or imputable costs

Participant tuitionParticipant travel expensesParticipant opportunity costs

Conservatism is a best practice!

Page 19: Using an ROI Approach to Better Manage Learning ... Conf... · Better Manage Learning Investments and Reduce Scrap Learning. 11-Nov-07 Page 2 ... ROI/ROE Level 5. 11-Nov-07 Page 17

Page 1911-Nov-07

Human Capital ROI

A Job Impact ROIEasy to use, practical, scaleable, replicableProvides a financial ROI relative to the improvement in human capital performanceUses principles of estimation, isolation, and adjustmentPart of a regular ‘balanced scorecard’ for learning measurementAssumption is that human capital’s value (i.e. salary) is like any other asset that has expected value that can appreciate or depreciate over time

Page 20: Using an ROI Approach to Better Manage Learning ... Conf... · Better Manage Learning Investments and Reduce Scrap Learning. 11-Nov-07 Page 2 ... ROI/ROE Level 5. 11-Nov-07 Page 17

Page 2011-Nov-07

Human Capital ROI: Example

Factor Item Amount

Actual Fully loaded salary of participants (average) $50,000

Actual Training cost per participant $1,000

Estimate Performance improvement, including training 30%

Isolate Performance improvement due to training 60%Isolate Performance relative to time spent performing

those skills on the job20%

Adjust Bias, confidence, conservatism 65%

Training impact on performance improvement, adjusted for bias: 30% x 60% x 20% x 65% = 2.34%Calculate monetized benefit = $50,000 x 2.34% = $1,170Calculate ROI = $1,170 - $1,000 = $170Calculate Benefit to Cost Ratio: $1,170 / $1,000 = 1.17

Page 21: Using an ROI Approach to Better Manage Learning ... Conf... · Better Manage Learning Investments and Reduce Scrap Learning. 11-Nov-07 Page 2 ... ROI/ROE Level 5. 11-Nov-07 Page 17

Page 2111-Nov-07

Case Study: New Horizons

Largest IT Training Company in the worldTrain in multiple certified IT channelsUsed by NH centers around the worldOver 1.5 million surveys collectedCollect data using multiple IT channel forms (Microsoft, Citrix, Cisco)Use the data to manage their operations quality and customer serviceLeverage the data for strategic marketing purposes (see PR)

Page 22: Using an ROI Approach to Better Manage Learning ... Conf... · Better Manage Learning Investments and Reduce Scrap Learning. 11-Nov-07 Page 2 ... ROI/ROE Level 5. 11-Nov-07 Page 17

Page 2211-Nov-07

New Horizons Highlights

38% of performance improvements were directly attributable and isolated to training 70% of participants apply training to job within 8 weeks97% utilize/plan to utilize the training on the job60% increase in skill/knowledge from trainingA 4:1 predicted benefit to cost ratio when completing the training

“Prior to our relationship with New Horizons we were not effectively providing a productivity baseline for our knowledge workers.”-- Anthony Garreffi, Manager E-Learning / Technical Training, Iron Mountain

Page 23: Using an ROI Approach to Better Manage Learning ... Conf... · Better Manage Learning Investments and Reduce Scrap Learning. 11-Nov-07 Page 2 ... ROI/ROE Level 5. 11-Nov-07 Page 17

Page 2311-Nov-07

New Horizons Highlights

Source: KnowledgeAdvisors Metrics that Matter Database

This shows the predicted ROI results for Iron Mountain. It is calculated based on the improvement in human

capital isolated to the training, adjusted for bias.

4/1 to 4/30Iron Mountain ROI Data

Iron Mountain Human Capital ROI Score Card

3.43Payback Period (months)250%ROI Percentage

3.5Benefit to Cost Ratio (per person)3,500Monetary Benefits1,000Costs (per person)

3.43Payback Period (months)250%ROI Percentage

3.5Benefit to Cost Ratio (per person)3,500Monetary Benefits1,000Costs (per person)

Level 5 Return on Investment Post Event

Page 24: Using an ROI Approach to Better Manage Learning ... Conf... · Better Manage Learning Investments and Reduce Scrap Learning. 11-Nov-07 Page 2 ... ROI/ROE Level 5. 11-Nov-07 Page 17

Page 2411-Nov-07

Business Results ROI

A deeper Level 4 ROILeverage technology to make practical and scaleableProvides a financial ROI relative to the change in the business result that prompted the trainingUses principles of estimation, isolation, and adjustment specific to the business resultPart of a regular ‘balanced scorecard’ for learning measurement

Page 25: Using an ROI Approach to Better Manage Learning ... Conf... · Better Manage Learning Investments and Reduce Scrap Learning. 11-Nov-07 Page 2 ... ROI/ROE Level 5. 11-Nov-07 Page 17

Page 2511-Nov-07

Business Result ROI: Example

Training cost per participant: $5,000Business Result Significantly Impacted: SalesEstimate change in sales (pre vs. post training) = +20% or $20,000 (sales were $100,000 before training, now they are at $120,000)(annualize this)Isolate performance improvement due to training: 60% (of the 20% above)Adjust for bias, confidence, conservatism: 65%Training impact on sales adjusted for bias: Calculate monetized benefit = 20% x 60% x 65% = +7.8%Calculate monetized benefit = $100,000 x 7.8% = $7,800 Calculate ROI = $7,800 - $5,000 = $2,800Calculate Benefit to Cost Ratio: $7,800 / $5,000 = $1.56

Page 26: Using an ROI Approach to Better Manage Learning ... Conf... · Better Manage Learning Investments and Reduce Scrap Learning. 11-Nov-07 Page 2 ... ROI/ROE Level 5. 11-Nov-07 Page 17

Page 2611-Nov-07

Case Study: PeopleSoft Education

Collected over 20,000 evaluations since September 2003Require participants to predict and estimate training linkage to the following business results:

Increased SalesDecreased CostsIncreased ProductivityIncreased QualityDecreased Cycle TimeIncreased Customer SatisfactionIncreased Employee Satisfaction

Can run a Business Result Score Card by Client, course, program etc. to look at linkage to business results

Page 27: Using an ROI Approach to Better Manage Learning ... Conf... · Better Manage Learning Investments and Reduce Scrap Learning. 11-Nov-07 Page 2 ... ROI/ROE Level 5. 11-Nov-07 Page 17

Page 2711-Nov-07

PeopleSoft Education Highlights

PR Issued March 22, 200420% improvement in user productivity after completing PeopleSoft training class24% improvement in cycle time 22% improvement in quality>90% feel the training was a worthwhile investment for their employers

“We see great value in being able to link PeopleSoft’ education courses to an increase in productivity.”- -Joseph Cummings, IS Director, DePaul (client of PeopleSoft)

Page 28: Using an ROI Approach to Better Manage Learning ... Conf... · Better Manage Learning Investments and Reduce Scrap Learning. 11-Nov-07 Page 2 ... ROI/ROE Level 5. 11-Nov-07 Page 17

Page 2811-Nov-07

Impact Study

A process whereby you can be certified to do itA formal step by step process for comprehensive impact study analysisA set of defined cost components for each impact studyMore comprehensive data collection instrumentsBusiness result analysis for each participant’s business resultsA specific Phillips ROI Scorecard with defined metrics at each level of learning measurementUsed for specific projects or programs where deep analysis is needed (about 5 to 10% of the time)

Page 29: Using an ROI Approach to Better Manage Learning ... Conf... · Better Manage Learning Investments and Reduce Scrap Learning. 11-Nov-07 Page 2 ... ROI/ROE Level 5. 11-Nov-07 Page 17

Page 2911-Nov-07

Impact Studies:Go in Depth to Prove Results

Sales Training Program: Impact Study revealed that trained employees average retail weekly sales were $12,075 vs. $10,449 for similar employees who were not trained.

Performance Management Program: A performance management program at a restaurant generated over $170,000 in benefits directly tied to the training yet the training only cost less than $50,000.

Masters Degree Program for Federal Agency: Goal was to reduce high turnover. Turnover 1 year after the program was 34% for employees NOT in the program and 3% for employees IN the program. It yielded a benefit to cost ratio of over 2 to 1.Above data from the ROI Institute, Drs. Jack and Patti Phillips

Page 30: Using an ROI Approach to Better Manage Learning ... Conf... · Better Manage Learning Investments and Reduce Scrap Learning. 11-Nov-07 Page 2 ... ROI/ROE Level 5. 11-Nov-07 Page 17

Page 3011-Nov-07

Identify Program Benefits

30

Hard Data

Output Cost

Quality Time

Soft Data

Customer Service Work Climate

Work Habits Initiative

Page 31: Using an ROI Approach to Better Manage Learning ... Conf... · Better Manage Learning Investments and Reduce Scrap Learning. 11-Nov-07 Page 2 ... ROI/ROE Level 5. 11-Nov-07 Page 17

Scrap Learning

Page 3111-Nov-07

55%55% of learning is not applied to the of learning is not applied to the

jobjob…….that.that’’s Scraps Scrap

How much learning is applied to the job?

When is learning applied to the job?

What are the barriers to impact?

What can be done to reduce scrap?

©2007KnowledgeAdvisors. All rights reserved.

Page 32: Using an ROI Approach to Better Manage Learning ... Conf... · Better Manage Learning Investments and Reduce Scrap Learning. 11-Nov-07 Page 2 ... ROI/ROE Level 5. 11-Nov-07 Page 17

Page 3211-Nov-07

Top 10 Ways to Waste Learning

1. Investments not aligned with business objectives2. Learning not applied to job3. Poorly designed programs4. Ineffective instructors5. Poor learning environment6. Insufficient support7. Inappropriate course selection8. Under-utilized resources9. Costs outweigh benefits10. Lower cost alternatives

Page 33: Using an ROI Approach to Better Manage Learning ... Conf... · Better Manage Learning Investments and Reduce Scrap Learning. 11-Nov-07 Page 2 ... ROI/ROE Level 5. 11-Nov-07 Page 17

Page 3311-Nov-07

Dashboards

Definition: A convenient place for vital information organized into a graphical representation that is both easy to use and easy to understand.

Page 34: Using an ROI Approach to Better Manage Learning ... Conf... · Better Manage Learning Investments and Reduce Scrap Learning. 11-Nov-07 Page 2 ... ROI/ROE Level 5. 11-Nov-07 Page 17

Page 3411-Nov-07

Examples of Macro Learning Constructs

OperationalActivity constructs (how much we train)

PerformanceOptimization constructs (how well we train)

FinancialBudget/Fiscal constructs (how much it costs)

Employee / CulturalSupportive Environment (how conducive is it)

Note: these constructs are part of KnowledgeAdvisors Metrics that Matter® standards

Page 35: Using an ROI Approach to Better Manage Learning ... Conf... · Better Manage Learning Investments and Reduce Scrap Learning. 11-Nov-07 Page 2 ... ROI/ROE Level 5. 11-Nov-07 Page 17

Page 3511-Nov-07

Sample Dashboards to Analyze Metrics

A report showing actual results over time with a color coded analysis to compare variances against prior periods and goals/benchmarks

Source: Metrics that Matter®

Operational Performance

Page 36: Using an ROI Approach to Better Manage Learning ... Conf... · Better Manage Learning Investments and Reduce Scrap Learning. 11-Nov-07 Page 2 ... ROI/ROE Level 5. 11-Nov-07 Page 17

Page 3611-Nov-07

Case Study Example: Sprint

SituationSix Learning InstitutesHundreds of programsUses the Phillips / Kirkpatrick Model

RequirementsTool that can forecast ROI and key metrics Populate the HR Scorecard for top management

Analytics Solution:Each institute has own metrics account to manage their dataRollup account created for the CLO to view metricsMTM tactical tools for day to day improvementsBenchmark against the database for external comparisonData from MTM goes directly to Nextel Scorecard

Page 37: Using an ROI Approach to Better Manage Learning ... Conf... · Better Manage Learning Investments and Reduce Scrap Learning. 11-Nov-07 Page 2 ... ROI/ROE Level 5. 11-Nov-07 Page 17

Page 3711-Nov-07

Metrics that Matter Report Card for Sprint

Page 38: Using an ROI Approach to Better Manage Learning ... Conf... · Better Manage Learning Investments and Reduce Scrap Learning. 11-Nov-07 Page 2 ... ROI/ROE Level 5. 11-Nov-07 Page 17

Page 3811-Nov-07

Sprint HRD Scorecard Example

Human Resources Development Scorecard

2004Metric Goal Jan Feb Mar Apr May Jun Mo. Avg

Metrics That Matter Captured DataTraining Participant Satisfaction w ith Instructors 6.00 6.36 6.55 6.50 6.48 6.32 6.47 6.45

Goal Achievement 106% 109% 108% 108% 105% 108% 107%Learning Effectiveness from Training 5.60 5.60 5.88 5.97 5.92 5.98 5.90 5.88

Goal Achievement 100% 105% 107% 106% 107% 105% 105%Job Impact f rom Training 5.60 5.58 5.66 5.98 5.86 5.94 5.88 5.84

Goal Achievement 100% 101% 107% 105% 106% 105% 104%Business Impact f rom Training 5.00 4.81 4.94 5.51 5.32 5.39 5.38 5.26

Goal Achievement 96% 99% 110% 106% 108% 108% 105%HRD System Captured Data

Total Participants for Instructor Led Training 1,607 1,636 2,103 2,909 3,831 2,615 2,450Total Participants for Online Facilitated Training 145 37 270 86 68 102 118Total Participants for WBT/Self-Study 16,461 10,118 9,219 9,348 18,438 10,394 12,330

Total Participants Trained (All) 18,213 11,791 11,592 12,343 22,337 13,111 14,898Participant Hours for Instructor Led Training 14,754 12,053 18,847 22,613 28,076 25,679 20,337Participant Hours for Online Facilitated Training 390 112 799 282 130 243 326Participant Hours for WBT/Self-Study Training 23,951 10,442 10,215 10,587 22,477 12,000 14,945

Total Participant Hours of Training 39,095 22,606 29,861 33,482 50,682 37,922 35,608% of Nextel Learning via ILT 38% 53% 63% 68% 55% 68% 57%% of Nextel Learning via Online Facilitation 1% 0% 3% 1% 0% 1% 1%% of Nextel Learning via WBT/Self Study 61% 46% 34% 32% 44% 32% 42%Number of ILT/Interw ise Evaluations Received 474 434 1,155 1,322 1,280 813 913Number of WBT/Self -Study Evaluations Received 874 889 535 827 2,583 1,332 1,173

Total Post-Event Evaluations Received 1,348 1,323 1,690 2,149 3,863 2,145 2,086Evaluation Response Rate - ILT/Interw ise 80% 75% 68% 71% 77% 75% 48% 69%Evaluation Response Rate - WBT 20% 5% 9% 6% 9% 14% 13% 9%

> 100% Goal Achievement= 85 - 99% < 85%

HRD 2004 Goals Values pulled f rom Metrics That Matter

Page 39: Using an ROI Approach to Better Manage Learning ... Conf... · Better Manage Learning Investments and Reduce Scrap Learning. 11-Nov-07 Page 2 ... ROI/ROE Level 5. 11-Nov-07 Page 17

Page 3911-Nov-0739

Page 40: Using an ROI Approach to Better Manage Learning ... Conf... · Better Manage Learning Investments and Reduce Scrap Learning. 11-Nov-07 Page 2 ... ROI/ROE Level 5. 11-Nov-07 Page 17

Page 4011-Nov-07

Contact Information

www.knowledgeadvisors.com

For further information on the information contact:Jeffrey BerkChief Operating Officer+1 312 676 4411 (phone)+1 312 676 4401 (fax)[email protected]