helping people remember what matters
DESCRIPTION
helping people remember what matters. Larry Schwartz Mitesh Desai. April 18, 2013. 40 year track record as an entrepreneur, business visionary and investor Built, managed and successfully sold 3 companies Plagued by inefficiency and the cost of retraining and re-communicating - PowerPoint PPT PresentationTRANSCRIPT
1 ©2012 LIT OnLine – proprietary & confidential
helping people remember what matters
Larry SchwartzMitesh Desai
April 18, 2013
2 ©2012 LIT OnLine – proprietary & confidential
Dennis R. BermanChairman, founder, inventor
40 year track record as an entrepreneur, business visionary and investorBuilt, managed and successfully sold 3 companies
Plagued by inefficiency and the cost of retraining and re-communicatingInvented LIT® Online in 2003; beta-tested across 32 disparate industries, 22,000 professionals and learnersEstablished the Berman Laboratory for Learning and Development at The Center for BrainHealth, dedicated to cutting edge research in brain science
Toni PortmannChief Executive Officer
30 years executive and leadership experiencein executive management, services, sales and marketing
Former CEO of Stream, Inc a global BPO leader with 30
contact centers in 16 countries and over 15,000 employees
Served on the Board of Directors of The Center for BrainHealth, where she met Dennis Berman
Piloted LIT® with Sirius Satellite Radio
LIT® Leadership
3 ©2012 LIT OnLine – proprietary & confidential
What is LIT, anyway?
Patented methodology engaging the learner to ‘lock in thought’ … (which is where it got its name)
Custom content authoring tool … (its Yours or Theirs!)E-learning SaaS hosted platform … (our Cloud or your LMS)Not a curriculum replacement … (just a powerful add-on)
LIT drives results!
Learner retains 90+% of information Adult learner driven, not trainer/teacher drilled‘Gamification’ drives engagementKnowledge retention creates competence which drives confidence Competence and confidence drive performance
4 ©2012 LIT OnLine – proprietary & confidential
− Less than of information 10% is remembered
− Trainer/Teacher quality and student /learner style vary greatly
− One-time review of content doesn’t ‘stick’
− Trainer determines when student moves forward or “gets it”
+ Over 90% of information is remembered
+ All students using LIT ‘get it’ regardless of Trainer/Teacher capability and/or student/learner style
+ Spaced repetition drives knowledge mastery
+ Students complete the material at their personal pace and do it until they “get it AND remember it!”
LIT is Better Than Traditional Learning Alone
Traditional Learning LIT Online
5 ©2012 LIT OnLine – proprietary & confidential
delivering unprecedented performance through retained critical knowledge
LIT® is a patented methodology ande-Learning platform that Locks In Thought
The LIT® OnLine Vision
LEARNINGWITHOUT RETAINING
ISN’T LEARNING !!!!
6 ©2012 LIT OnLine – proprietary & confidential
80% - 90%Retained
On Average
100%Accurately
100%Received
Learning With LIT®
100%
10% - 20%Retained
On Average
Filter 3InformationRetained
Approximately
40%Accurately
Filter 2Information Received
Accurately
Filter 1InformationReceived
Approximately
70%Received
InformationCommunicated
Traditional Learning
100%
Solving the problem of retention
7 ©2012 LIT OnLine – proprietary & confidential
100% of information is received100% of information is received accurately
and . . .Repetition – spaced over multiple daysRepetition – learner driven, not instructor drilledRepetition – practice makes perfect
Learning without retention is not learning! perfect practice makes perfect!
How LIT® works
8 ©2012 LIT OnLine – proprietary & confidential
Knowledge is the foundationfor critical thinking
Bloom’s Taxonomy| arrange | define| describe | examine | identify | memorize| recall | recognize| relate| select |
criti
cal t
hink
ing
and
beha
vior evaluation
synthesis
analysis
application
understanding
KNOWLEDGE
9 ©2012 LIT OnLine – proprietary & confidential
Key Critical Knowledge
Performance
is aMandatoryPrerequisite
for the
The keys to performance
Applicationof Knowledge
10 ©2012 LIT OnLine – proprietary & confidential
Day 1
IntroductoryRound
RetentionRounds
17 minutes/module
Day 3
RetentionRounds
4 minutes/module
Day 2
RetentionRounds
8 minutes/module
5 Learning Points3 days, same materialPerfect practice
LIT® program methodology
11 ©2012 LIT OnLine – proprietary & confidential
LIT® Application Demonstration
12 ©2012 LIT OnLine – proprietary & confidential
helping people remember what matters
LIT Results
13 ©2012 LIT OnLine – proprietary & confidential
0.093 0.25 0.42 0.575 0.71 0.93 10
1
2
3
4
5
6
7
8
9
10
11
12
Control Group Treatment Group
Learner Scores
Scor
e Fr
eque
ncy
AT&T Ethernet Sales Training
Control ASSESSMENT
(WITHOUT LIT®)
TreatmentASSESSMENT(WITH LIT®)
31.48% 86.15% ↑173.67%
PercentIncrease
WITH LIT®
Average Assessment Score per Learner
Research Parameters
4 TreatmentClasses
4 ControlClasses
DisparateInstructors
DisparateLearner Types
Statistically SignificantResults
Confidence Interval+/- 5%
Statistically proven results!Normalizes variability for instructor and learning style
26%90 day sales results
66%90 day sales results
14 ©2012 LIT OnLine – proprietary & confidential
Impact with LIT®
Impr
ovem
ent
12/08 12/15 12/22 12/26 01/05 01/12 01/19 01/26600605610615620625630635640645650655
637633
630622
621619
617
607
651 651 649646
648 650652
644
Q1 (7 Agents) Q2 (9 Agents) Q3 (3 Agents) Q4 (6 Agents)45%
50%
55%
60%
65%
70%
75%
80%
85%
50.4%
62.4%
70.9%
79.7%
64.0%67.2%
75.5%80.1%
14% increase in
Quartile 1 SAT!
AHT decreased 5% with LIT!
AHT Trend Line LIT Group AT&T Team
Net Rep SAT Quartile Comparison Before LIT After LIT
LIT® Pilot Assessment Scores30 AT&T Agents RETENTION INCREASE
AFTER LIT®BEFORE LIT® AFTER LIT®
35% 91% 160%
Net Rep SAT Trend Line LIT Group AT&T Team
12/08 12/15 12/22 12/26 01/05 01/12 01/19 01/2660%
62%
64%
66%
68%
70%
63.7%
65.0% 64.9% 64.1%
66.0%
68.8%
69.3%
69.0%
60.9%61.5%
62.1%62.4% 62.6%
64.6%65.3%
66.3%
Impr
ovem
ent
Q1 (7 Agents) Q2 (9 Agents) Q3 (3 Agents) Q4 (6 Agents)400
450
500
550
600
650
700698.8
652.3629.5
586.9
668.7
608.7 609.9
548.6
AHT Quartile Comparison Before LIT After LIT
Net Rep SAT
increased 5% !
Improvement in ALL quartiles!
15 ©2012 LIT OnLine – proprietary & confidential
WE 09/22
WE 09/29
WE 10/06
WE 10/13
WE 10/20
WE 10/27
WE 11/03
WE 11/10
WE 11/17
WE 11/24
WE 12/01
WE 12/08
WE 12/15
WE 12/22
WE 12/29
5%10%15%20%25%30%35%40%45%50%55%60%
53.6%
33.3%
42.9%
57.1%
36.4%
50.0%
29.5%
7.7%
42.9%
30.0%
58.3%
27.3%
33.3%
12.5%
28.7%
Quality Defect: Verification
WE 09/22
WE 09/29
WE 10/06
WE 10/13
WE 10/20
WE 10/27
WE 11/03
WE 11/10
WE 11/17
WE 11/24
WE 12/01
WE 12/08
WE 12/15
WE 12/22
WE 12/29
480
490
500
510
520
530
540
550
560
511
546
502
519
528
555
544
507 511
543
499 497
508505
482
AHT
30-39% 40-49% 50-59% 60-69% 70-79% 80-89% 90-100%0123456789
101112
Assessment Distribution Pre-Assessment Post-Assessment
Assessment Scores
Scor
e Fr
eque
ncy
The Impact of LIT®
KPIs and trend lines improve with LIT®!
Pre-LIT Post-LIT
Impr
ovem
ent
Pre-LIT
Post-LIT
Impr
ovem
ent
LITWeek
LITWeek
Average: 47%
Average: 91%
AHT improved 4.2% using LIT!
Verification improved 12.9%
using LIT!
With LIT, learner
knowledge retention
improved 94%!
16 ©2012 LIT OnLine – proprietary & confidential
WE 10/13
WE 10/20
WE 10/27
WE 11/03
WE 11/10
WE 11/17
WE 11/24
WE 12/01
WE 12/08
WE 12/15
WE 12/22
WE 12/29
WE 01/05
WE 01/12
50%
55%
60%
65%
70%
75%
80%
85%
90%
54.6%
89.3%
73.7%
70.0%
60.7%
69.8%
76.7%
75.0%
82.0% 81.3%
78.1%
87.0%
68.4%
61.5%
Issue Resolution
WE 10/13
WE 10/20
WE 10/27
WE 11/03
WE 11/10
WE 11/17
WE 11/24
WE 12/01
WE 12/08
WE 12/15
WE 12/22
WE 12/29
WE 01/05
WE 01/12
10%
15%
20%
25%
30%
35%
40%
45%
50%
15.4%
26.7%
29.2%33.3% 35.3%
26.3%
36.4%
14.3% 16.7%
37.5%
30.0%
45.5%
20.0%
26.7%
Quality Defect: Conveys Interest & Empathy
WE 10/13
WE 10/20
WE 10/27
WE 11/03
WE 11/10
WE 11/17
WE 11/24
WE 12/01
WE 12/08
WE 12/15
WE 12/22
WE 12/29
WE 01/05
WE 01/12
640
720
800
880
960
1,040
1,120
1,200
797
939
1,184
760752 731
792722
704670 648
684671 708
AHT
10-19% 20-29% 30-39% 40-49% 50-59% 60-69% 70-79% 80-89% 90-100%
0123456789
101112
Assessment Distribution Pre-Assessment Post-Assessment
Assessment Scores
Scor
e Fr
eque
ncy
The Impact of LIT®
KPIs and trend lines improve with LIT®!
Pre-LIT
Post-LIT
Impr
ovem
ent
Pre-LIT
Post-LIT
Impr
ovem
ent
LITWeek
LITWeek
Average: 33%
Average: 81%
AHT improved 13% using LIT!
Interest & Empathy improved
6.5% using LIT!
Pre-LITPost-LIT
Impr
ovem
ent
LITWeek
Issue Resolution improved 4.3%
using LIT!
With LIT, learner
knowledge retention
improved 146%!
17 ©2012 LIT OnLine – proprietary & confidential
LIT’s Impact onRetention & Performance
LIT® increases knowledge retention and improves KPI trendlines!
FCR PERFORMANCE
FCR
Improved
Dramatically!17 Agents20 key elements2 hours in LIT !
LIT WORKS!
18 ©2012 LIT OnLine – proprietary & confidential
WE 11/17 WE 11/24 WE 12/01 WE 12/08 WE 12/15 WE 12/22 WE 12/29 WE 01/05 WE 01/12 WE 01/19520
560
600
640
680
720715
647653
614
563577
555
564547
527
CRT (Call Resolution Time)
WE 11/17 WE 11/24 WE 12/01 WE 12/08 WE 12/15 WE 12/22 WE 12/29 WE 01/05 WE 01/12 WE 01/193.8
4.0
4.2
4.4
4.6
4.8
5.0
3.9
4.2
4.7
4.3
4.8
4.6 4.6
4.8
4.5
4.6
My Voc (Voice of the Customer)
Post LIT
Pre LIT
20-29% 30-39% 40-49% 50-59% 60-69% 70-79% 80-89% 90-100%0123456789
101112
Assessment Distribution Pre-Assessment Post-Assessment
Assessment Scores
Scor
e Fr
eque
ncy
The Impact of LIT®
With LIT, learner
knowledge retention
improved 140%!
KPIs and trend lines improve with LIT®!
Impr
ovem
ent
Pre-LIT
Post-LIT
Impr
ovem
ent
LITWeek LIT
Week
Average: 37%
Average: 89%
My Voc improved 10% using LIT!
CRT improved 12% using LIT!
19 ©2012 LIT OnLine – proprietary & confidential
WE 11/10 WE 11/17 WE 11/24 WE 12/01 WE 12/08 WE 12/15 WE 12/22 WE 12/29 WE 01/0521
22
23
24
25
26
27
25 25
27
25
2423
22 22
24
AHT
20-29% 30-39% 40-49% 50-59% 60-69% 70-79% 80-89% 90-100%02468
1012141618202224
Assessment Distribution Pre-Assessment Post-Assessment
Assessment Scores
Scor
e Fr
eque
ncy
Comcast Results with LIT®
BEFORE LIT® AFTER LIT®
RETENTION INCREASE
AFTER LIT®
42% 92% 121%
LIT® Pilot Assessment Scores28 Comcast Home Agents
Training Remotely
With LIT, learner
knowledge retention is
significantly greater!
Impr
ovem
ent
LITWeek
AHT improved 10.5% using LIT!
20 ©2012 LIT OnLine – proprietary & confidential
LIT’s Impact onRetention & Performance
LIT® increases retention and improves KPI trendlines!
CSAT PERFORMANCE RDR PERFORMANCE HANDLED CALLS4 Week
Improvement
LIT Group: 8.3%
ProSupt: 2.1%
4 Week
Improvement
LIT Group: 22.0%
ProSupt: -1.1%
4 Week
Improvement
LIT Group
handling 8%
more volume!
21 ©2012 LIT OnLine – proprietary & confidential
Q1 (4 Agents) Q2 (5 Agents) Q3 (6 Agents) Q4 (6 Agents)4%
8%
12%
16%
20%
24%
28%
32%29.5%
25.1%
18.7%
10.2%
17.8%
14.2%
17.8%
10.7%
DSAT by Quartile Before LIT After LIT
WE 09.09
WE 09.16
WE 09.23
WE 09.30
WE 10.07
WE 10.14
WE 10.21
WE 10.28
WE 11.04
WE 11.11
WE 11.18
WE 11.25
WE 12.02
WE 12.09
WE 12.16
8%
10%
12%
14%
16%
18%
20%
22%
24%
16.5%
23.4%
19.8%
16.7%16.2%
19.4%20.5%
17.2%16.4%
22.3%
11.8%
15.4%
19.2%
9.1%
10.8%
Customer Dissatisfaction (DSAT)
20-29% 30-39% 40-49% 50-59% 60-69% 70-79% 80-89% 90-100%0
2
4
6
8
10
12
Assessment Distribution Pre-Assessment Post-Assessment
Assessment Scores
Scor
e Fr
eque
ncy
Results with LIT®
Impr
ovem
ent
LITWeek
DSAT improved 17.4% using LIT!
With LIT, learner
knowledge retention is
104% greater!
Average:44%
Average:90%
Impr
ovem
ent11% decrease in
quartiles 1 & 2!
WE 09.09
WE 09.16
WE 09.23
WE 09.30
WE 10.07
WE 10.14
WE 10.21
WE 10.28
WE 11.04
WE 11.11
WE 11.18
WE 11.25
WE 12.02
WE 12.09
WE 12.16
55%
60%
65%
70%
75%
80%
85%
71.2%
59.4%
66.7%
74.0%
79.7%
73.3%
74.7%
69.2%
76.4%
70.1%
74.6%75.0%
79.0%
78.6%
80.7%
First Call Resolution (FCR)
Impr
ovem
ent
LITWeek
FCR improved 7.8% using LIT!
22 ©2012 LIT OnLine – proprietary & confidential
American Express Blue Card and Home Agents
Before Using LIT®After Using LIT®
LIT® Improved All Key Metrics!Before Using LIT® After Using LIT®
FCR Net Promoter Rating BreakdownPromoter Neutral Detractor
30-39% 40-49% 50-59% 60-69% 70-79% 80-89% 90-100%0
2
4
6
8
10
12
Assessment Scores
Scor
e Fr
eque
ncy
23 ©2012 LIT OnLine – proprietary & confidential
COMPANY AVG. PRE-ASSESSMENTSTUDENT SCORE
AVG. POST-ASSESSMENTSTUDENT SCORE
1 - Insurance 50.00% 96.00% 2 - Insurance 51.92% 97.30% 3 - Marketing/Advertising 51.91% 96.15% 4 - Production/Distribution 23.50% 84.50% 5 - Healthcare 49.71% 90.00% 6 - Banking/Finance 44.65% 99.07% 7 - Banking/Finance 45.80% 88.80% 8 - Banking/Finance 45.20% 85.80% 9 - Aviation 26.92% 92.31% 10 - Aviation 44.42% 93.08% 11 - Sports/Entertainment 55.43% 86.29% 12 - Sports/Entertainment 48.04% 95.10% 13 - Legal Services 50.00% 86.45% 14 - Computer Software/Services 35.12% 90.73% 15 - Manufacturing 25.36% 91.30% 16 - Manufacturing 46.46% 92.42% 17 - Banking/Finance 38.10% 90.48% 18 - Production/Distribution 31.18% 94.98% 19 - Banking/Finance 48.89% 97.78% 20 - Architecture/Engineering 44.17% 95.83% 21 - Security Services 57.14% 100.00% 22 - Security Services 17.22% 96.67% 23 - Telecommunications 41.60% 92.80% 24 - Computer Software/Services 28.00% 92.00% 25 - Healthcare 40.80% 91.20% 26 - Human Resource Services 53.21% 97.44% 27 - Marketing/Advertising 29.08% 94.29% 28 - Sports/Entertainment 60.54% 98.85% 29 - Production/Distribution 20.97% 90.32% 30 - Manufacturing 40.66% 85.99% 31 - Financial Services 37.89% 96.84% 32 - Retail Sales 52.66% 92.19% CUMULATIVE (ALL INDUSTRIES) 42% 93%
Performance results after 2 hoursof using the LIT® program
Research Approach
Pre and Post-Assessment scores are based upon learner performance on a 20 question open-ended response test covering key critical information previously trained multiple times over several years.
22,000+ people have completed
over 510,000 LIT® modules!
24 ©2012 LIT OnLine – proprietary & confidential
Learner Management
Content Management
Module Creation
Media Gallery
LIT®
LIT® Plus
LIT® Core
Content Development Platform
Retention ModulesApplication Modules
Learning Platform
Interactive Learner Experience
Reporting on Learners and Content
Integrated Survey and Testing Tools
25 ©2012 LIT OnLine – proprietary & confidential
Implementing LIT®
INTERNETAuthoring and learner content
delivered via web browser using 128–256 bit
SSL encryption.
The LIT® learning system and methodology is protected with
9 separate patents, including over 350 individual claims.
26 ©2012 LIT OnLine – proprietary & confidential
Application Platform• ASP.NET application on the Microsoft .NET 4.0 framework• Microsoft SQL Server 2008 Database
Supported Media• Standard image formats (JPG, PNG, GIF, BMP)• Adobe Flash Media – version 6 or above (SWF)• MP3 Audio (.MP3)• Apple QuickTime Video (.MOV)• Standard document formats (PDF, Word, Excel, etc.)
Supported Browsers• Microsoft Internet Explorer 6 or above• Mozilla Firefox 3 or above• Apple Safari 3 or above• Google Chrome 4 or above
LIT® technical overview
27 ©2012 LIT OnLine – proprietary & confidential
Report types• completion tracking• exception tracking• learning time• hint usage• survey results• course catalog
Report filtering• organization• group• module
The LIT® reporting system
28 ©2012 LIT OnLine – proprietary & confidential
New, Changed and
Targeted content to
drive improvements
and new knowledge
where will you use LIT®? everwhere!
Business ROIusing LIT®
Product Knowledge
Process Concepts
Call Flow and Critical Path
Tools & Resources Use
Management Training
Customer Engagement Skills
Leadership and Compliance
Call Monitoring / Quality
New Content Training
Targeted Improvement Scripts, Scenarios, &“If-Then’s”
Concepts, Principles,
“What’s” & “How To’s”
FOUNDATIONS
WORKFLOW
EXPERIENTIAL
NESTING and OJT
CONTINUATION
29 ©2012 LIT OnLine – proprietary & confidential
PRICINGLEVEL1,4
LEARNERCOUNT
LITANNUALLICENSE2
LITANNUAL
MAINTENANCE3
LITANNUAL AVERAGE
PRICE PER LEARNER
1 50 to 200 $70,000 $25,000 $475
2 201 to 1000 $95,000 $30,000 $125
3 1001 to 2000 $135,000 $45,000 $90
4 2001 to 3000 $160,000 $50,000 $70
5 3001 to 4000 $180,000 $60,000 $60
6 4001 to 5000 $210,000 $65,000 $55
7 5,001+ $35/learner $15/learner $50
1 Additional blocks of 25 learners can be added at the annual price per learner for that level 2 3-year license agreement, paid quarterly in advance3 First 3 years of maintenance paid quarterly in advance with license option of additional 4-year
maintenance-only agreement without any license fee4 Each pricing level includes 50 hours of consulting with additional consulting available at $250/hr for
senior level, $150/hr for field management, and $75/hr for administrative personnel
LIT® annual pricing
30 ©2012 LIT OnLine – proprietary & confidential
PRICINGLEVEL1,4
LEARNERCOUNT
LITQUARTERLY
LICENSE2
LITQUARTERLY
MAINTENANCE3
LITQUARTERLY AVERAGEPRICE PER LEARNER
1 50 to 200 $17,500 $6,250 $119
2 201 to 1000 $23,750 $7,500 $31
3 1001 to 2000 $33,750 $11,250 $23
4 2001 to 3000 $40,000 $12,500 $18
5 3001 to 4000 $45,000 $15,000 $15
6 4001 to 5000 $52,500 $16,250 $14
7 5,001+ $8.75/learner $3.75/learner $13
1 Additional blocks of 25 learners can be added at the annual price per learner for that level 2 3 year license agreement, paid quarterly in advance3 First 3 years of maintenance paid quarterly in advance with license option of additional 4 year
maintenance only agreement without any license fee4 Each pricing level includes 50 hours of consulting with additional consulting available at $250/hr for
senior level, $150/hr for field management, and $75/hr for administrative personnel
LIT® quarterly pricing
31 ©2012 LIT OnLine – proprietary & confidential
$15K Proof of Concept: 10 – 20 participants; 30 days• 20 – 30 learning points, 4 modules, deployed over 3 or 6 days (depending on client preference)• Pre- and Post-tests • 30 day monitoring of KPIs with another retention Post Test after 30 days
$25K Pilot: 20 – 40 participants; 60 days• 20 – 30 learning points, 4 modules, deployed over 3 or 6 days (depending on client preference)• Pre- and Post-tests• 60 day monitoring of KPIs with retention Post Test after 30 and 60 days
$30K Customer Satisfaction Guarantee: $10K per Month; up to 100 participants: 90 days • 40 – 50 learning points, 8 modules, deployed over 6 or 12 days (depending on client preference)• Pre- and Post-tests• 90 day monitoring of KPIs with retention Post Test after 30 and 60 days and 90 days• Minimum requirement to deploy to at least 100 learners at least 8 modules• Contract cancellable if not completely satisfied at the end of 90 days
Pilot or Proof of Concept Options
32 ©2012 LIT OnLine – proprietary & confidential
Discussion & Next Steps