Keeping Up With The JonesesNew Technology,

New OrganizationsOr:

Do I really need a new garage?

JetBlue Airways• 1st commercial flight February 11, 2000 (JFK - BUF)• Only ‘clean’ startup airline post-deregulation to make it into its 2nd

decade• 13 000+ Crewmembers• 66 operational BlueCities + 1 announced• 164 aircraft (118 A320 @ 150 seats + 46 E190 @ 100 seats)

JetBlue University• Central training organization for JetBlue• 190 Faculty - 2 service areas (Technical and Customer Service)/6

colleges (3 each) + Learning Technologies (shared service)• 3 Campuses - Orlando, FL; Queens, NY; Salt Lake City, UT• Aligned 1:1 against operational departments

JBU/Learning TechnologiesLearning Solutions

• Created in response to the 2000-2006 development environment• Multiple roles, specialized skillsets• Complex, tools with steep learning curves• Emphasis on Level 2-3 development• Long development cycle, long shelf-life• Traditional ‘waterfall’ ISD model

2007-2009 Development• Volatile business environment – fuel spikes, FAA activity• Need for very short-term, short-shelf-life solutions• Fast beats fancy• New tools – more capability, less learning curve• ‘Rapid development’ model

Primary Drivers

Historical Development Trends

2011 Estimate

2005FSC – AO/GO, CoIF, CoT, Corp.OSC – CoF, CoTSSC – CoCS(no CoS)

2010/11FSC – CoT, Corp., CoSOSC – CoF, CoIF, AO/GO, CoT, CoSSSC – CoCS

2005-2011 Customer Geography

# Projects : # Crewmembers

2011 - 5 CMs

Internal- Crewmembers- Right skills- What kind of projects

External- Which Business Partner- What kind of projects- How much- Which budget- Internal support PM- Internal SMEChallenge- Source project- Overtime/overwork- Business Partner

Overflow ModelPeaks and Valleys in a Seasonal Business

New Solutions Team Design• Flexibility in use of “new generation” tools• Cross-training - seasonal peaks and troughs• Career advancement path• Consultative skills• Reduced headcount & customer geography alignment• Ability to ‘shed’ overload in a consistent manner

New Development Model• Distributed (‘franchised’) development• Content creation pushed out to the periphery (where work is actually

done)• Central group is infrastructure, support, standards, tool research and

packaging• Supports “sustainable cost model” (JetBlue Corporate Strategic Goal)

2011 Solutions Staffing

2010 Pre- 2011 Post- Position Location Position (3) Location

Manager Learning Technologies FSC

Manager Learning Technologies OSC

Sr. Developer Instructional FSC Sr Instructional Solutions Developer FSC

Developer Courseware FSC Instructional Solutions Developer FSC

Developer Instructional FSC Sr Instructional Solutions Developer OSC

Developer Courseware FSC Instructional Solutions Developer OSC

Developer Graphics FSC Instructional Solutions Developer **tbd OSC/SSC

Programmer Interactive FSC Position eliminated Instructor Learning Technologies FSC Position eliminated

2010 Salary ~ $580K 2011 Salary ~ $490K

Salary & Headcount Analysis

Learning Solutions Role Comparison

Senior Instructional Solutions Developer

Capability: Project Management• Overview: Work with clients to define timelines of incoming

projects, work with Manager to assign and review work of internal resources on specific projects and assist with project portfolio management

• Outcome: Frictionless organization, clear communication and coordination of process and work within the Learning Solutions Team

Capability: Consulting• Overview: Training solution development• Outcome: Business relevant partnerships that help define

training opportunities and select of the best delivery method for learners.

Capability: Learning Design and Delivery• Overview: Leverage partnerships and relationships with SMEs

to align instructional design methods with moments of learning needs, business needs and delivery capabilities.

• Outcome: Engaging learning solutions that reflect the business and learners’ needs formally and informally

Instructional Solutions Developer

Capability: Project Coordination• Overview: Work with clients and Learning Technologies team to

coordinate timelines of incoming rapid development, manage time and priority with guidance from Senior Developer/Manager on projects as needed

• Outcome: Frictionless organization, clear communication and coordination of rapid development process and work within the Learning Solutions Team

Capability: Consulting• Overview: Training solution development • Outcome: Support relevant partnerships that help define

training opportunities and select of the best delivery method for learners.

Capability: Learning Design and Delivery• Overview: With the support of the Senior Developer/Manager

work with SME to align instructional design methods with moments of learning needs, business needs and delivery capabilities. Provides Quality assurance testing as assigned.

• Outcome: Engaging learning solutions that reflect the business and learners’ needs formally and informally

Learning Solutions Role Comparison

Senior Instructional Solutions Developer

Capability: Learning Technology Integration• Overview: Research learning technologies for possible

adoption and implementation • Outcome: Effective and efficient authoring toolkit used

with in Learning Solutions and JBU as appropriate Capability: Knowledge Sharing and Collaborator• Overview: Facilitation and participation in communities

of knowledge for peer-to-peer knowledge sharing • Outcome: Support of JBU Developers, support of non-

JBU groups who need to share process or departmental information

Instructional Solutions Developer

Capability: Learning Technology Integration• Overview: Under guidance of Senior

Developer/Manager research and test learning technologies for possible adoption and implementation

• Outcome: Effective and efficient authoring toolkit used with in Learning Solutions and JBU as appropriate

Capability: Knowledge Sharing and Collaborator• Overview: Facilitation and participation in communities

of knowledge for peer-to-peer knowledge sharing • Outcome: Support of JBU Developers, support of non-

JBU groups who need to share process or departmental information

QUESTIONS?