1. Learning Shared ServicesCenter Concept

2. Mission & Goals Mission Deliver innovative learning solutions that enable our organization to become a high performance business Scope Provision of performance consulting, learning management, content development and management services Function Enable managing Learning as a business process Goals Support corporate learning strategy and related processes Support Econcern Academy Set up and maintain learning & performance management Ensure learning content quality and access Enable just in time, just in place learning to accelerate organizational development Implement 70:20:10 informal learning 29/05/2010 Management Information Group 2

3. LSSC Model 3 Executive Sponsorship Priorities Timelines Governance & Budgeting Integrated learning approach and strategy Learning imperatives Patented Process, Technology, and Enabling Tools Global scalability Business results tied to learning LSSC Manage Learning as a Business Business Insight Full breadth of learning media Continuous improvement Enterprise Wide Data Correlated with Learning Data Predictability in learning development and delivery Transparency into learning function Reliable, high quality content development and delivery SLAs / Metrics

4. Performance Centric Learning Employee, Business Partner, and Customer Suppliers Customers Performance-Centric Learning Knowledge Skills Behaviors Skills Integrated Managed Outsourced Sales Marketing Production and Non-Core Activities Supply Chain Reengineered Process Enabled Technology

5. LSSC function: Manage Learning as a business Manage Learning as a business Contract management Vendor management 5 Clients (BUs) Learners (Employees) Operations SLAs

6. LSSC Learning & Performance Support Environment 6 F.A.Qs and online discussions will support users. Business process information and system transactions will be documented and made available online. A training and practice environment will be available to the users to practice and further deepen their skills. Printed Job Aids for most common tasks and training materials from the expert-led training will support the user in their daily tasks. Users can access training materials, web-based training, online procedures,... from one single web portal. A help desk with Navision experts will help the users with any questions they have in the first weeks after go-live. Power users will support users at their respective locations. Also, regular expert calls will be held to answer open questions. On Line Reference will provide process overviews and detailed instructions to perform daily tasks 29/05/2010

7. Products 7

8. Services Learning consulting Learning Design & Content Development Content sourcing Learning Administration (LMS back office) Content Repository 8

9. LSSC Content Sourcing Services 9 Clear understanding of business objectives directing investment to the right learners with the right curriculum Strategic sourcing through qualified 3rd party content providers drives leveraged pricing and effective performance management content development using standard tools and methods eLearning delivery at scale blended with high-impact, application oriented instructor-led training Access to world-class branded content to create new, high-quality content on demand, at “off-the-shelf” prices Certification programs and measurement of business results from learning programs Multiple media learning development and delivery including specialty in product training, remote lab and simulation.

11. Content Development Platform 11 Proficiency Level Delivery Method Description Technology Platform

12. Learning Impact Measurement 5 – Return on Investment 4 – Business Results What’s the ratio of net 3 – Application (generalized, group change) business results (in performance quantity, quality, 2 – Learning (individual local change) 5 or cost saving) to the cost of ROI 1 – Reaction the solution? 0 – Design and Delivery status metrics 4 What is the change in Business Business targeted business results? Results Need Do participants 3 apply new Capability Capability behaviors? Does Status Requirements group performance change? Did participants learn? Does solution have planned individual 2 Human Human Performance impact? Performance Impact Requirements Do participants perceive value in the solution? Do they plan to implement? 1 Delivery Status, Performance Is solution implemented as Take - up, 0 Solution planned? Reaction Is solution delivered on - time, on - budget, with quality?

13. Learning Impact Measurement Framework® © Bersin & Associates