Date post: | 01-Dec-2014 |
Category: |
Business |
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The Joy of Learning TransformationKeith Stopforth-
Keith Stopforth Consultancy Ltd
Background:Formed Keith Stopforth Consultancy Limited in Summer 2012
Operating in many sectors including Healthcare, Financial Services, Retail, SME, Banking and Transportation
Offering HR Consultancy and Delivery in Talent Management, Change Management, Learning Technology, and Leadership Development
Qualified Leadership Coach and Mentor
Always willing to share lessons learnt!
1. Why is learning transforming?
2. Where is it heading?
3. Some key examples…
a. How learning technologies can support you
b. Impact
c. Top tips
4. Discussion…
Agenda
Why is learning transforming?cipd survey 2011: The private sector in particular
anticipates closer integration of learning &
development activity with business strategy
• Aligning content & delivery to business objectives
• Delivering a value and an impact that is measured
• Delivering a service that we can direct and achieve a flex
• Using resources and people in the right place at the right
time
• Controlling and directing external spend intelligently
Why is learning transforming?
The landscape of change
Transformation engagement?
How can learning technologies support transformation?
Savings
Technology
Delivery
OrganisationalStructure
Learning Content
Capabilities
Where is it heading?• More centralised services
• More campaigns and communication
• More use of systems and technology
• Better sharing of best practice
• Intelligent centralised spending
• Less formal learning
• Focus on supporting business transformation
1. Why is learning transforming?
2. Where is it heading?
3. Some key examples…
a. How learning technologies can support you
b. Impact
c. Top tips
4. Discussion…
Agenda
Reconnecting with customers:
A need to innovate, differentiate and reconnect with customers led Bupa Health & Wellbeing to embark on a major transformation programme
Bupa Health & Wellbeing
Why change?• We had 87 legacy computer systems
• Customer experience was affected
• Colleagues struggled to work across all
environments
So time to replace them with a new, single
system, and with that, new ways of working.
Transformation engagement?
The transformation journey
Resulting in…?
Impact on employee engagement
Bupa achieved:• A 25% reduction in employee
attrition and a 12% reduction in sickness
• A 6% uplift in employee pride
• A 7% increase in the related score of “Senior leaders communicate Bupa Health & Wellbeing’s direction, how Bupa Health & Wellbeing will get there and what challenges face us”
• A flexible, up-skilled workforce is now able to successfully service new products, directly meet the needs of clients and compete more effectively in the healthcare marketplace
Impact on customersA 2011 customer service benchmarking exercise showed: • An overall increase in patient
satisfaction across all aspects of care services (e.g. +11% inpatient / +10% outpatient
• Overall satisfaction rising by 16%, positioning Bupa at 9% higher than its nearest competitor
• An 11% increase in customer loyalty, taking Bupa way ahead of its competition
• The survey said: “Bupa’s customers are more emotionally connected”
Furthermore, Bupa achieved 3rd place in January 2011’s UK Customer Satisfaction Index, close on the heels of brands like John Lewis (UKCSI).
Resulting in…?"Learning technology has been a significant enabler in
our business whether we see it in employee
engagement, changing behaviour in the organisation,
delivering new systems, enhancing our product base,
enabling us to get closer to our customers, all of those
have been impacted by e-learning and learning
technologies. It's been a really powerful attribute for
us.“
Craig McCoy, Bupa HR Director
Top tips1. Is your audience ready? Understand their learning
technology journey
2. Keep telling the learning technology story at all levels
3. Align technology use to business need. i.e pace/volume of delivery/flexibility/cost
4. Where the customer experience is critical test, test & re-test!
5. Get stakeholders to be early adopters
6. Let the experts be the experts
7. Set your evaluation & ROI criteria at business case stage
8. Bring Fun, Autonomy, Choice and Flexibility to learning
1. Why is learning transforming?
2. Where is it heading?
3. Some key examples…
a. How learning technologies can support you
b. Impact
c. Top tips
4. Discussion…
Agenda
Thoughts?