Copyright Learning Forte Ltd. 2009 Gordon Bull Learning Forte Limited.

Copyright Learning Forte Ltd. 2009

Gordon Bull

Learning Forte Limited


Effort

Time

InterventionDesign/Delivery

TrainingNeed

Measure

?

Before, During and After


Effort

Time

Learning SolutionDesign/Delivery

BusinessSituationAnalysis


Measurement and Validation

Effort

Time

Learning SolutionDesign/Delivery



Measurement and Validation

Before, During and After


Can the Before, During & After Model help the learning function add business value to the organisation?

5.71%

0.00%

2.86%

28.57%

62.86% 1. Yes, greatly

2. Yes, somewhat

3. Neither adds or detracts (neutral)

4. No – slightly distractive

5. Very distractive


Case Study 1:

Vodafone Corporate Sales Academy

Creating A World Class Sales Team


Why?• Business Transformation

– Simple SIM/Handset sales to complex business system solution sales:

What?• Stopped existing sales training programme - Needed to understand full

implications of data solution sales.• Researched solution sales type industries, particularly IT• Defined ‘Customer Relationship Selling (CRS) in full, behaviours, skills &

knowledge• Developed our own ‘Skill Circle’ & ‘World Class Sales Model’• Re-defined job roles – Developed functional competence model

• Repositioned to drive data solution sales, whilst retaining & growing voice revenue• Refocused around customer, restructuring of Service Delivery support


Analyse Customers

Sectors &Markets

Business Awareness

Analytical Skills

Industry Knowledge

Management Structures

Develop Relationships at

Multi Touch Points

Board Level Communication - Business Language

Networking

Consultancy

Strategic Planning

With Customers

Positioning Of Vodafone in Account

Strategic Planning

Stake Holder Analysis/Top Team

Objective Setting - Account Action Planning

Sell & Negotiate

At All Levels

Basic Selling to Advanced Selling

Board Room Negotiation

Presenting Solutions

Account Management

Lead Virtual Teams

Project Man.

Complex Solution Sales

Leadership

Facilitation

Project Management

Coaching



CRS Capability

• Action Plan - Individuals discussed feedback with managers & identified development needs

• Created Personal Development Plans, using Sales Academy opportunities

• Team level, started to identify poor performers for potential performance management action & for our top performers started to look at account re-alignment & succession planning


Measuring the Success of the Sales Academy

• Business level : – Corporate Sales Targets, 10% inc in Voice Revenue, 6% inc in SMS Revenue & 700%

inc in Data Revenue

• Individual level : – 360 Degree assessment of CRS behaviours

– Learning from interventions - Transfer of learning to job performance

– Effect upon relationships within Accounts

– Measuring selling capability

– Measuring the effect on Employee Satisfaction

• General Level:

– Academy site access and usage

– Reaction to interventions in Academy


Sales Academy Critical Success Factors

• Key sponsorship and leadership from Sales Director

• Sales Academy and people capability, integrated into a wider organisational development project within Corporate Sales

• Planned communication strategy which included conferences, management briefings, voice push, e-Mailer, letters to home addresses, leaflets & email.

• Business outcomes focussed


Do you think the Sales Academy solution positioned the learning function to add business value?

0.00%

0.00%

6.45%

16.13%

77.42% 1. Yes, definitely

2. Yes, somewhat

3. Not sure

4. Not very much value

5. No, not at all


Case Study 2:

American Express

International Call Centre Operations


What’s important in a Call Centre Operation?


What’s important in a Call Centre Operation?

Call length

StaffSatisfaction Repeat Calls

Staff Turnover

First CallResolution

ContentAccuracy

Call waitingtime

AgentUtilisation

All driveCustomer

Satisfaction


Training Dashboard – September YTD

Metric definition:

Availability = Total available hours less shrinkage divided by total hours tracked (actual); measure of productivity

L1 = Learners’ reaction and satisfaction with course content & delivery; L2 = Learners’ grasp of content; actual learning from the course

2006 Target

Canada YTD '06

Mexico YTD '06

Japan YTD '06

Australia YTD '06

UK YTD '06

Italy YTD '06

Germany YTD '06

Avail - Delivery 75% 84% 74% 84% 84% 70% 59% 84%**

Avail - Design 80% 87% 90% 91% 94% 87% 87% 87%

L1 85% 92% 95% 92% 93% 90% 89%

L2 80 - 84% 90% 90% 88% 92% 72% 84%

# Classes 286 145 150 414 340 57 38

% Hours - New Hire 80% 87% 38% 29% 64% 40% 35%

% Hours - Soft Skills/ Upskilling

20% 13% 62% 71% 36% 60% 65%

% Hours - CSD 14% 60% 84% 48% 62% 57% 0%

% Hours - Risk 8% 33% 16% 28% 22% 43% 100%

% Hours - CMU 5% 6% 0% 24% 16% 0% 0%

% Hours - Other* 73% 1% 0% 0% 0% 0% 0%

# Reps Trained 2,800 1,096 642 3,800 3,115 271 173

Avg. # reps: class 9.8 7.6 4.3 9 9.0 4.8 4.5

* includes US TSC

** German Credit


Before Stage - Top down and Bottom up

Overall Business Goals

Realities at the sharp end

Superior Customer ServicesCompetitive ProductsMarket Leader

Realities at the sharp endMany product variantsConstant changes & updates

10 a day2,500 a year!

Huge need for rapid content development and frequent updating

But….Overload!


The Solution

SMEs


The Results: Less time off the floor in the classroom – Higher Agent Utilisation More Accurate information – Higher 1st time call resolution Reduced repeat call Reduced call waiting time Overall call times reduced Higher staff satisfaction – reduced staff turnover

AddedBusinessValue


Do you think the Amex Performance Support solution positioned the learning function to add

business value?

2.56%

0.00%

0.00%

10.26%

87.18% 1. Yes, definitely

2. Yes, somewhat

3. Not sure

4. Not very much

5. No, not at all


After this presentation, will you be doing anything different in your role?

20.59%

17.65%

41.18%

20.59% 1. Definitely – adopting Before, During & After

2. Yes, possibly – want to find out more

3. Not sure

4. No change


How valuable has this presentation been to you?

0.00%

14.29%

40.48%

45.24% 1. Very

2. Somewhat

3. Not very

4. Not at all


Questions

[email protected]

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Copyright Learning Forte Ltd. 2009 Gordon Bull Learning Forte Limited.

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