1. Leveraging Learning Technologies to Meet Business Objectives August 16, 2011 Consuela Shorter

3. The impact of varying learning technologies

4. Overcoming challenges that block progress

7. Learning & Operations have different objectives

8. Learning plans and curriculums are a hodge-podge of offerings

9. Learning is not measurable or sustainable

10. Learning and Development is fighting to stay alive

12. Aligning with Business Objectives Operational changes Addressing needs of the customer Developing new skills Closing knowledge gaps Becoming more competitive or Remaining competitive Maintaining compliance = Staying in business

13. Business Scenarios

14. Media, Communications and Automotive Company

15. Profile: Privately held Fortune 500 company with 6 subsidiaries (1 public subsidy) worldwide, and over 80,000 employees. Diversified portfolio of products and services across subsidiaries. Business Objectives Ensure the spirit of company values, diversity statement, and mission is alive across all subsidiaries Increase bottom line results Promote collaboration across subsidiaries for like positions Hire a more talented, relevant workforce Getting more done with fewer resources Challenges Implementing an approach that is relevant across all subsidiaries Decentralized environment works the way it is Over 5000 front-line managers need training In at least 1 subsidiary, locations compete with each other for business Varying shifts

16. Ask the Experts…What would you do?ApproachConsiderationsMeasurements

17. Our Solution 3 day Instructor-Led Training for 5000 Front-line managers Custom designed training program with 3rd party vendor & internal HRD Required for all Executive Leadership & Front-Line Managers Mixed classes of 2 – 3 managers from each subsidiary In class Action Plans Electronic copies of Manager Toolkit as takeaway Online Training for all managers & employees on HR policies Off-the-shelf through 3rd Party content provider Real life scenarios to work through Cohort groups & forums for managers. Instructor facilitated Peer-to-Peer coaching Follow up training 6 months to 1 year after attendance in ILT

18. Measuring Results Trained 5000 front line managers in 4 years, under budget Behavioral interview practices increased selection of skilled staff (hourly and salary) Generated gap analysis reports (How Has/Hasn’t Been Trained) Increased job satisfaction by front line managers ______________________________________________________ Technology : LMS, eLearning, facilitated forums,& webinars

19. Retail Hardware

20. Profile: Hardware retailer with 4600+ stores worldwide which accounts for approximately 70,000 employees. Stores are part of Corporate co-op but individually and locally owned and operated. Objectives Maintain company brand Implement a new sales process in all stores Increase overall sales by 13% Increase customer loyalty by 8% in year 1 Increase employee satisfaction at retail by 4% in year 1 Challenges Stores are individually owned High turnover & seasonal workers New products daily Specialized skillset needed in some areas (paint, lawn & garden, electrical) Limited technology in stores Current sales process heavily embedded in store environment Store management resistant to change unless able to see direct impact to their store sales

21. Ask the Experts…What would you do?ApproachConsiderationsMeasurements

22. Our Solution Implemented a new Sales process Developed training on the 5 step Sales process Developed internal Product Knowledge Training & worked with 3rd party vendors Offered Customer Service training via videos and 3rd Party vendor Developed Associate Learning Plans by Product Category and sales process Implemented new Customer & Employee feedback program Revamp of Customer Loyalty & Employee satisfaction surveys that aligned with Sales process Provided remediation on low scoring areas by Associate, Store, District, Region, and Company-wide Instructor-Led Training for Store Owners and Managers 4 day New Investor Training 2 day Store Manager Training . Required Manager to have worked in store 6 months.

23. Measuring Results 40% success rate in new stores during 1st year Increased same store sales by 17%; some stores had higher % increase Decreased seasonal worker readiness in product knowledge areas Increase customer loyalty by 13% in stores Increase employee satisfaction by 5% Stronger corporate brand and image nationwide and in local markets (In store marketing supported new sales process) ______________________________________________________ Technology : LMS, eLearning, SaaS Customer Feedback system, How To videos, eLearning Plans, 3rd party courseware

24. SaaS Product Company

25. Profile: Mid-market SaaS provider with worldwide locations and customers. Product suite includes 6 products; customers may purchase 1 or multiple products within the suite. Objectives Develop and offer various training methods to our customers on our products Provide just-in-time training Allow customers to own the training process for their end users Ensure customers are able to navigate the product as an Administrator Challenges Our customers will use our products in different ways Our customers need to train HR Management but also end users (their employees and managers) Providing the best training to customers without deflating our company resources

26. Our Solution Instructor-Led Training for HR Administrators Available via webinar and/or onsite training classes Sessions offered multiple times per month; Session length determined by the product (Average 6 hours) Includes hands on practice with facilitator help & feedback Tests given after each session as review and to measure retention Additionally bi-monthly product training sessions offered Customers are given access online end-user training to preview Online Training for end users Developed by internal Instructional Designers Self-paced learning for end users Interactive, hands on exercises as part of content Can be launched and/or retaken at any time

27. Ask the Experts…What would you do?ApproachConsiderationsMeasurements

28. Measuring Results 10% decrease in implementation time 30% decrease in configuration change requests Average 50% decrease in retraining requests requests for retraining Less calls to support on common “How To” questions 18% increase in registrations for free bi-monthly training 90% decrease in end user training requests (which has freed up our product trainers for other tasks) ______________________________________________________ Technology : LMS, eLearning, tests

29. Driven by Strategy. Powered by Technology. Thank You!

30. Consuela Shorter has worked in human resources and learning and development for 10 years. Consuela is experienced in leveraging learning technologies to align business objectives and initiatives to sales goals. In previous roles as Learning Systems Supervisor, she has functioned as business project manager for several medium and large scale Learning Management System implementations and other technologies ranging from 500 to 80,000 users. Consuela is currently a Product Trainer at SilkRoad technology. She trains and provides HR system consulting to human resources professionals on human resource information systems, recruiting management, onboarding, performance management, and LMSs. Consuela is certified as a Master Trainer and in Instructional Development and Design. Consuela Shorter Connect on Phone: 312-401-4039 Email: consuela.shorter@silkroad.com consuelashorter@gmail.com