Run Learning Like a Business

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Bill West Senior Vice President - US

Three Pillars of Success: Standards, Technology, Resourcing

Meet your presenter Bill West

Senior Vice President

30 years in Learning Industry Accenture, EY, Option Six, GP Strategies, Xerox, LEO

Author: Seven Attributes of Highly Effective Development Vendors

Clients include: 3M, Amway, AT&T, Bank of America, Cisco, HP,

Intel, J&J, Kraft, Krispy Kreme, Lilly, Microsoft, Papa John’s, Pfizer, Prudential, Roche, Suncor,

Toyota, Wyeth, and others

Let’s all agree to this!

Strategy – People – Process - Technology

You define the strategy, but you don’t have…

People: Resource qualifications? Process: Standards of practice?

Technology: Supporting infrastructure?

The grand challenge for the CLO

Without the Essentials…you may be this

Or this…

It’s the Bermuda Triangle of Leaning: Standards, Technology, Resources

Complexity is Overwhelming

Business Objectives Performance Objectives Subject Matter (Experts) Project Complexity (Systems Dependency)

Content Availability Solution Complexity Media Complexity Modality – WBT, ILT, MBL Technology

Internally No consistency of skills or performance

Outsourcing No consistency or reliability

No framework for filtering and aligning providers 63% Failure Rate!

Without effective resourcing…

No predictability or repeatability No reliability of quality

No timeliness No consistency of customer experience

Without standards…

No visibility, forecasting, or insight Plus, no collaboration, monitoring, or efficiency

Only The cursed spreadsheets

Without Technology…

The Goal

Achievable Results: Visibility, consistency, reliability, and predictability

Lower risk and increased ROI Less tail chasing and more innovation

Take control of your environment!

Not about the # of course completions or empirical stories (usually the bad ones)

Rather about decreased cost, increased revenue, speed to proficiency, learner satisfaction,

total cost of ownership, real measurable/meaningful data

STRATEGY

PROCESS

Those that align your teams:

PROCESS (Standards)

Analysis Design Delivery User Testing Evaluation

Fundamental questions that need answered: Business Outcomes

Performance Outcomes Performance Gaps

Opportunity Challenge Others?

Standards - Analysis

Fundamental questions that need answered: Business/Performance Objectives

Instructional Approach Assessment Strategy

Content Outline/Media Designs Technical Specifications

Standards - Design

Fundamental questions that need answered: Instructional Standards Templates/Style Guides Assessment Standards

User Interface Technical Standards

Standards – Development

Fundamental questions that need answered: Instructional Effectiveness

Content Relevance Readability / Editorial

Usability Technical

Standards - Testing

Fundamental questions that need answered: Budget/Performance Analysis

Business Impact Analysis 0/30/90 Day Evaluations Audience Satisfaction Competency Analysis

Standards - Evaluation

TECHNOLOGY

Request

Production Resources Finances

Design Develop Test

Manage Implement

Deliver

Analytics

Collaborate

Aligned to your workflow and your needs

Not just planning and delivery (TMS, LMS) Technology to support what each level needs

Something our industry has not had an ERP designed for unique/complex learning development

TECHNOLOGY

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

The functional leaders want efficiency

They want to optimize their resources, predict failure (to prevent failure)

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

Ability to produce excellent quality, excellent customer experiences

WHAT TECHNOLOGY?

Request

Design Develop Test

Manage Implement

Deliver

Analytics

Collaborate

Planning and Request Process

Record standard measures of priorities Receive all requests from Lines of Business

Assess and estimate costs and time Prioritize, source, and promote each project

Balance pipeline

TECHNOLOGY

Request

Design Develop Test

Manage Implement

Deliver

Analytics

Collaborate

Leadership and Management Quick view of all projects and status

Consolidated budget and actual date Quick access to course/solution materials

Segmentation of projects by team, location, client, etc. Data and analytics of performance

TECHNOLOGY

Request

Design Develop Test

Manage Implement

Deliver

Analytics

Collaborate

Day to Day Development Process Access to standards and templates

Consolidated project plans Collaboration with SMEs

Facilitated content/document reviews with version control Online testing of online solutions

TECHNOLOGY

Request

Design Develop Test

Manage Implement

Deliver

Analytics

Collaborate

Delivery

This is the easy one! Over 300 LMS platforms on the market

Too often, this is the only technology considered

TECHNOLOGY

RESOURCES

Need a framework for successful outsourcing For example: Seven Attributes Framework

Aligning the Client/Vendor :

Selection << AND >> Operationalization

RESOURCES

Is there synergy between companies? Do they have subject matter experience?

Do they have industry experience? Can they handle your complexity?

What is their approach to SME relations? Who is the Account Manager?

RESOURCES

Do they have one? Do they follow it?

Does it scale? Does it adapt to complexities? Does it work for all modalities?

Is it tied to their design strategy?

RESOURCES

Can they scale without losing quality? What is their recruiting process?

What is their staffing model? What are their baseline qualifications?

Does their admin align with yours?

RESOURCES

Do they have a repeatable one? Does everyone follow it?

Is it flexible? What is their content review process?

Is it SME friendly? Is it an online process, for online solutions?

RESOURCES

Do they have workflow technology? What tools are used for management?

What about online course testing? What about content reviews?

Do they know your tools? (How many spreadsheets are they using?)

RESOURCES

What are their academic qualifications? What is their client experience?

How do they on-board and coach? Are they centralized?

Are they team-based or all-in-one? Are they a staffing or consulting company?

RESOURCES

Are they reputable thought-leaders? Are they involved in the industry?

Do they experiment (and fail)? Do they publish and present?

Can they help adopt new ideas?

Moving Forward

Moving Forward Standards

Mandate, create, monitor, enforce Technology

Full Life-cycle: build or buy, but do it Resourcing

Align with a framework Accountability, coordination, evaluation, no renegades

CLO role is under scrutiny; Vendors are failing Standardization 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 Business

Bill West Senior Vice President – North America

LEO Learning Bill.West@leolearning.com

Twitter @williamvwest

812-360-2077

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Run Learning Like a Business

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