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Get Started with Performance Support
- 1. Get Started with Performance Support December 13th, 2011
- 2. Agenda About LearningGuide In-depth LearningGuide Manager demo through a case study example Recap and next steps 2
- 3. LearningGuide Leading provider of embedded learning and performance support software solutions to large organizations Typical Business Problems Key Value Drivers Enterprise Application Change Employee Productivity Business Process Change End User Adoption Regulatory Compliance Proficiency Help Desk & Call Center Efficiency Process Compliance Sales Productivity Error Reduction On-boarding New Employees Cost Savings 3
- 4. Our Customers and Business Impacts 4
- 5. Our Customers and Business Impacts • 84% of enterprise uses solution daily • 6% increase in daily work productivity measure • 80:1 use ratio of performance support vs. traditional LMS e-learning based approach • 99% cost reduction per learning transaction • 12% year-over-year reduction in help desk calls • 70% reduction in Instructor Led Training 5
- 6. How it Works Time = 0 ? Time = 1-10 seconds Trying to Remember Just the right amount of learning Something Goes Wrong At the moment of need Something Changes Productive work continues End User Interface Enterprise Mobile Web ERP CRM Application Application Portal User Context: Role, Workflow, Most Appropriate System state Learning Asset LearningGuide Manager Business Process PS Broker Rules Existing Learning Assets New Learning Assets Content Baseline Standard LMS KMS SME Designer Stores Content Content 6
- 7. Principles of Performance Support Aligned to deliver ROI and specific business benefit Embedded in the workflow and readily available at the moment of apply. Contextually according to specific roles and varying access needs Delivered in the form needed to effectively perform inside the business Just Enough process with formal learning to compliment and extend current learning Integrated investments Trustworthy and current in every place. 7
- 8. Engagement Process PSRA RPAD Implementation PS Readiness Assessment Rapid Prototype & Design • Evaluate strategic fit • First project selected • Implement LGM software Scope • Identify business drivers • Solution blueprint • Broker existing content • First project selection • Business case • Develop new content • Business case • Prototype • Integrate into biz process • Measure • LEaP and Strategy • Job Performance Map • LearningGuide Manager Deliverables Recommendation • Critical Skills Analysis • Professional Services: • Business Impact • Solution Blueprint Implement and Train Assessment • Prototype built using • RPAD -> LearningGuide Manager Time ~ 5-10 days ~5-10 days Variable 8
- 9. Case Study – Cigna Insurance Business Challenges: Introducing a new CRM into an existing sales model Concern over the sales reps ability to integrate the technology into their selling practices and processes Bringing together multiple standard operating procedures Establish a sustainment strategy to keep information current and users collaborating Solution: LearningGuide Manager Software SalesForce.com Baseline RPAD (Rapid Prototype and Design) Implementation Services 9
- 10. LearningGuide Manager Performance Support Software Solution Performance Support Broker Single-Source Authoring Multi-Channel Publishing Measurement 10
- 11. Case Study Demo 11
- 12. Engagement Process PSRA RPAD Implementation PS Readiness Assessment Rapid Prototype & Design • Evaluate strategic fit • First project selected • Implement LGM software Scope • Identify business drivers • Solution blueprint • Broker existing content • First project selection • Business case • Develop new content • Business case • Prototype • Integrate into biz process • Measure • LEaP and Strategy • Job Performance Map • LearningGuide Manager Deliverables Recommendation • Critical Skills Analysis • Professional Services: • Business Impact • Solution Blueprint Implement and Train Assessment • Prototype built using • RPAD -> LearningGuide Manager Time ~ 5-10 days ~5-10 days Variable 12
- 13. Next Step 30 Minute Call with a PS Expert (first step) – Discuss your initiatives – Share relevant customer examples – Offer resources and additional tools – Determine if next steps make sense Please email: m.hoffman@learningguide.us if you would like to schedule a 30 minute evaluation call with our PS Experts 13
Notes de l'éditeur
- We are the leading provider of embedded learning and performance support software solutions to large organizationsTo help frame what we mean by PS and EL and to help you understand where you might apply what we're going to show you today in your environment, think about how you support workers during their profound moments of need -- alone at their desk, months after go-live or an upgrade, struggling with what to do, wondering where to click, or what to search so they can get their job done.Some of the typical business problems that we encounter are, as you see here:Enterprise application and business process changeWhere we're starting to see the highest value of our solutions is where the process crosses multiple applications.Industries and functions where regulatory compliance is criticalFinancial and pharmaceutical industries Finance and accounting functions (e.g., SOX)Improving call center efficiency by improving the help desk but more importantly improving the end-user's ability to self-serviceProductivity of sales staff through adherence to and transparency of the processesAnd also things like on-boarding which is often a good example of the process crossing multiple applications.Our software helps business achieve their strategic goals by impacting performance areas such asEnd user adoption of new processes and applicationsTime to proficiency in those processes and on those applicationsCompliance with established processes, procedures and ultimately...Error reductionCost savings
- We've been providing performance support and embedded learning for over a decade nowWe are newly headquartered in DC and have offices in Rochester, NY, London and in the NetherlandsWe're very proud to have been able to work with some of the largest brands in our But what we're most excited about is the value that our solution has been able to help these companies achieve.We've compiled a sampling of measurable, hard ROI results Cigna84% - End user adoption of their SFDC enterprise application resulting in...6% daily work productivity (how was this measured?)Herman MillerUtilization of PS outpaced LMS consumption by 80x while simultaneously...Reducing the cost per learning transaction by 99%DeloitteReduced help-desk call volume by 12% year over year during a time of significant onboardingDisneyBy incorporating our performance support solution they have created a true blended learning approach that cares for all 5 moments of need. This has enabled them to...Reduced ILT delivery from 10 days to 2.5 days for their asset management processes and applications in their parks and resorts. Now I’m going to turn it over to Bob to walk you through our framework, methodology, and some demonstrations of the solutions that we provide.
- We've been providing performance support and embedded learning for over a decade nowWe are newly headquartered in DC and have offices in Rochester, NY, London and in the NetherlandsWe're very proud to have been able to work with some of the largest brands in our But what we're most excited about is the value that our solution has been able to help these companies achieve.We've compiled a sampling of measurable, hard ROI results Cigna84% - End user adoption of their SFDC enterprise application resulting in...6% daily work productivity (how was this measured?)Herman MillerUtilization of PS outpaced LMS consumption by 80x while simultaneously...Reducing the cost per learning transaction by 99%DeloitteReduced help-desk call volume by 12% year over year during a time of significant onboardingDisneyBy incorporating our performance support solution they have created a true blended learning approach that cares for all 5 moments of need. This has enabled them to...Reduced ILT delivery from 10 days to 2.5 days for their asset management processes and applications in their parks and resorts. Now I’m going to turn it over to Bob to walk you through our framework, methodology, and some demonstrations of the solutions that we provide.
- How do we do it? Let me walk you through an example.Performance support begins when an end-user has, what we call, a moment of need. <click>This often happens when he or she is trying to remember something , something goes wrong, or something changes. As you know, this can be a rather distressing moment. <click>So, the user then calls upon LearningGuide from wherever he or she is working, which might be an application like CRM, or ERP, web portal, or even a mobile application. LearningGuide then captures the user context, including role, workflow status and system state, and then passes that information to the performance support broker. <click>Based on a set of pre-established business rules, the PS broker will then select the most appropriate learning asset from a repository. <click> The repository may include existing learning assets from an LMS (for example), and new assets from LearningGuide’s library of content, as well as custom content created by designers and SMEs.<click>Business rules, the broker, and the repository are all governed by LearningGuide’s single-source authoring and content management software, called LearningGuide Manager.<click>Now that the most appropriate learning asset has been selected, it is delivered back to the end user within seconds through the same interface used to make the request, providing just the right amount of learning, at the moment of need, allowing productive work to continue.
- SCRIPT: Our clients typically start in one of two places. PSRAWe offer the PSRA for clients who want to begin with a strategic engagement focused on organizational fit, high-level business drivers, and building a proof of concept to clearly differentiate performance support for key stakeholders. The engagement is around 10 days and produces the following deliverables:LEaP (Learning Experience and Performance) andStrategy Recommendation:A systematic assessment of learning experiences and performance across the organization, identifying areas where performance support can have an immediate impact – often resulting in a recommended first project.Business Impact Assessment: LGS will work with the client to develop a document which communicates the business value of performance support to business stakeholders, written in a context and language relevant to those stakeholders.The PSRA also includes the RPAD.RPAD: For clients who’ve identified their first project we often skip ahead to the RPAD, allowing us to begin developing a business case, solution blueprint, and prototype for a specific business process or enterprise application. Just like the PSRA this is a low-risk first step designed to demonstrate the value of PS, in a more focused manor. The deliverables are as follows:Job Performance Map: structured analysis providing an outline of job tasks and related supporting concepts grouped into business processes.Critical Skills Analysis: This process ranks job skills based on importance to the overall success of the business. Solution Blueprint: The blueprint maps skills to the most appropriate “moments of need”, resulting a comprehensive plan mapping skill, audience, communication channel, formal training, and performance support. Prototype: LGS will design and develop a prototype demonstrating the viability of Performance Support within the business process selected. The solution will reuse and supplement existing learning assets to create an embedded learning environment.Rollout: Clients proceed with a full solution roll-out only after 1-2 initial steps have met expectations. A key component of this step is implementing LearningGuide’s software solution, LearningGuide Manager. As we’ve discussed, LearningGuide Manager powers your entire PS solution with brokering of existing learning assets, single-source authoring of new assets, multi-channel publishing, and measurement.
- Customer ProfileOne of the top 10 healthcare service companies in the US by revenueInsures 12.5M individuals30,600 employeesSlide 1: Performance Support for SFDC CRM: Healthcare Insurance Payer -- BackgroundChallengeCIGNA’s presales process was highly varied; in some cases there were 15 different versions of processes used across the organization. As part of an effort to create unified platforms and processes, CIGNA rolled out SFDC across the sales organization and wanted to use the change management opportunity to train to a unified process.SolutionLearningGuide’s salesforce.com performance support solution was embedded into CIGNA’s SFDC platform and was used to generate training guides for use in the rollout of the platform. The solution included the following elemnetsLG Baseline Content for SFDCBaseline content customization for CIGNA’s SFDC implementationCustom LG content documenting CIGNA’s Sales SOPsApplication embedded learning content linked to from SFDC based on user’s contextSingle-source authoring enabled publishing to PS and PDF
- SCRIPT: Our clients typically start in one of two places. PSRAWe offer the PSRA for clients who want to begin with a strategic engagement focused on organizational fit, high-level business drivers, and building a proof of concept to clearly differentiate performance support for key stakeholders. The engagement is around 10 days and produces the following deliverables:LEaP (Learning Experience and Performance) andStrategy Recommendation:A systematic assessment of learning experiences and performance across the organization, identifying areas where performance support can have an immediate impact – often resulting in a recommended first project.Business Impact Assessment: LGS will work with the client to develop a document which communicates the business value of performance support to business stakeholders, written in a context and language relevant to those stakeholders.The PSRA also includes the RPAD.RPAD: For clients who’ve identified their first project we often skip ahead to the RPAD, allowing us to begin developing a business case, solution blueprint, and prototype for a specific business process or enterprise application. Just like the PSRA this is a low-risk first step designed to demonstrate the value of PS, in a more focused manor. The deliverables are as follows:Job Performance Map: structured analysis providing an outline of job tasks and related supporting concepts grouped into business processes.Critical Skills Analysis: This process ranks job skills based on importance to the overall success of the business. Solution Blueprint: The blueprint maps skills to the most appropriate “moments of need”, resulting a comprehensive plan mapping skill, audience, communication channel, formal training, and performance support. Prototype: LGS will design and develop a prototype demonstrating the viability of Performance Support within the business process selected. The solution will reuse and supplement existing learning assets to create an embedded learning environment.Rollout: Clients proceed with a full solution roll-out only after 1-2 initial steps have met expectations. A key component of this step is implementing LearningGuide’s software solution, LearningGuide Manager. As we’ve discussed, LearningGuide Manager powers your entire PS solution with brokering of existing learning assets, single-source authoring of new assets, multi-channel publishing, and measurement.