niitweb learning admin

7/30/2019 NIITweb Learning Admin

http://slidepdf.com/reader/full/niitweb-learning-admin 1/44

© 2008, NIIT ENTERPRISE LEARNING SOLUTIONS

Sailesh Lalla, Vice President, Business Development

Anjan Ghosh, Practice Head, Learning Administration

Executive Briefing: Accelerating the Efficacy of

Learning Administration in an Increasingly Complex

Environment




Agenda

Introduction

Current Environment : Facts and Figures

Challenges and Solutions

NIIT Learning Administration Solution Specifics

Case Studies

Questions and Answers




Agenda

Introduction




Case Studies





The Speakers: Sailesh Lalla

Sailesh Vice President, Business

Development

Sailesh Lalla is the Vice President of Business

Development at NIIT CognitiveArts and leads the

company’s learning outsourcing initiatives across

corporate markets in North America and within key

industry segments such as banking & insurance,automotive and retail.

Sailesh has been a part of NIIT’s learning outsourcing

business for 15 years, and has rich experience of forging

and managing the governance of large scale outsourcing

relationships.He also brings rich international expertise, having lived

and worked on major learning outsourcing relationships

in Singapore, Australia and India.




The Speakers: Anjan Ghosh

Anjan Ghosh, Practice Head, Learning

AdministrationAnjan heads NIIT’s Global Learning Administration Practice and

helps clients manage their Learning Administration operations

efficiently and cost effectively through integrated dual-shore

solution models. In the last 4 years in his role at NIIT, Anjan has

successfully led a number of large transitions for global clients

including the world’s largest lighting and steel companies.

With over 12 years of experience in the Learning Solutions

Industry, Anjan’s expertise lies in supporting Learning Services for

Global Organizations. These include on-line tutoring, training

administration, learner support, LMS support, mentoringservices and student retention services. Prior to NIIT, Anjan was

Director – India Business Services at DigitalThink Inc. (now a part

of Convergys Inc.).




Agenda

Introduction




Case Studies



http://slidepdf.com/reader/full/niitweb-learning-admin 7/44© 2008, NIIT ENTERPRISE LEARNING SOLUTIONS

Today’s Leading Business and HR

Challenges

Continuing product and service

introductions & enhancements

Increased regulatory

requirements

Growth, M&A activity

New initiatives and priorities

Significant

and Rapid

Organization

Change

“Our most important

quarter ever …”

Rising costs in some areas

increase cost pressure in

others

Constant Cost

Pressures

Aging workforce and

population

Keeping up with innovation

“Business as usual” doesn’t

exist

Increased competition for

talent

Acquiring,

Developing

and Keeping

Talent



Fact: The Essence of Time

of the time of Course Managers and internal staff in some

organizations is spent on administrative tasks related to training and

development. This takes away their focus from business drivers such

as training strategy and its alignment to business goals.

F A C T75%

Efficient administration is critical to thesuccess of your training function and

ultimately your business.

SOURCE: Element K Opportunity Assessment Consolidated Results



Fact: Value for Money

of the actual budget you allocate to training goes only

in labor cost.

F A C T70%

Outsourcing has emerged as animportant business strategy for

training organizations with the

highest business impact. There are

many functions which can be

performed more effectively and

efficiently when outsourced.

SOURCE: Survey from Bersin & Associates stated in CLO Magazine



Fact: Global Enterprises Today

of large companies in the United States reported their

learning management systems were used by employees

outside of the country.

F A C T50%

Global enterprises require larger staffs for system

administration, learner support, reporting and project

management. IT staff is needed for ongoing system

maintenance, integrations and upgrades, and

managing the vendor contract and relationship.

SOURCE: Survey from Bersin & Associates stated in CLO MagazineSource: Operating a Global LMS by Josh Bersin



Survey Snapshot: Staffing and

Operating Costs for a Global LMS

Global enterprises require larger staffs for system

administration, learner support, reporting and project

management. IT staff is needed for ongoing system

maintenance, integrations and upgrades, and

managing the vendor contract and relationship.

Annual Operating Cost $180,000 to $640,000

Average Number of Learners 30,000 to 40,000

FTEs dedicated to system administration,

learner support, reporting and project

management

40

Personnel Resources 17% for End User Support

Source: 2007 Survey - Bersin & Associates studied five large enterprises operating global, enterprise-class LMS



Where does your training department

spend most of its time?

Scheduling classes

Fixing LMS problems

Processing vendor paperwork

Reporting on training “utilization”

Building e-Learning

Adding user info in the database

Adding administers’ info to thedatabase

Managing the user database

Managing instructors, locationsand suppliers

Managing logistics

OR HERE?

Planning and publishing classes

Managing classes – cancellation, relocation orrescheduling

Planning and managing course catalogs ( adding course

description in the portal etc)

Uploading and managing training contents

Managing enrollments including approvals

Managing financials

Managing general queries

Providing technical support

Working on all sorts of possible reports

Training to the stakeholders on the process/ system

Identifying where performance improvement opportunities exist

Identifying best practice and activities to address performance problems

Prioritizing investments to align to business needs

Measuring impact of performance improvement to the business

HERE?



Agenda

Introduction




Case Studies





A dual shore model along with a ‘pay per use’ pricing model that

converts fixed costs to variable costs is the most effective way to

control costs.

NIIT’s Experience : A 30% reduction in costs in year 1 for Philips

How do I control cost and overheads?




In a dynamic business environment, one of the major demands is

rapid roll-out. This is achieved with a streamlined process which can

effectively handle scale and time demands.

NIIT’s Experience : Rolled out Training Programs for 30 countries

within the first quarter of the centralized Learning Administration for

NXP Semiconductors

How do I ensure a rapid roll-out?




Work does not come in an even flow. For efficient administration,

spikes in volume must be managed without any loss in quality.

NIIT’s Experience: Handle call variations from 100-200 a day to as

high as 2000 a day for the Ministry of Finance, Govt. of India we

handle

How can spikes in volume be handled

effectively?




In an era of global companies, it is essential for training

administration services to run 24x 7 to align with learners’ and

clients’ time zones.

NIIT’s Experience: Our dual shore model provides the optimal mix of

onsite and offshore resources to run 24 x 7 services for our global

clients.

What about global delivery capabilities?




Process Optimization is the key to increased global delivery

efficiency.

NIIT’s Experience: 25% increase in Global Delivery Efficiency for the

Philips Learning Administration Group in the first year through a

number of process optimization initiatives.

How can delivery efficiency be increased?




Non-core operations are time consuming and complex. Efficient

Learning Administration encompasses all the these tasks while

considering variations in rules, policies and country-specific legal

requirements for smooth delivery.

NIIT’s Experience: Manage from 10 to 84 processes in Training

Administration for our global clients

What about non-core operations?




By outsourcing training administration, training managers can focus

on their strategic jobs (talking to business divisions, customizing the

courseware, focusing on Learning Strategy etc.).

NIIT’s Experience: High percentage growth in the first year of

operation for Philips - Expected ILT Enrollment Volume was 11,000,

actual was 19,700.

How can training managers focus on the core

business?




Security is a chief concern for most clients and compliance to global

and regional security norms is a basic requirement.

NIIT’s Experience: Our delivery center is BS7799 certified and we arealso Safe Harbor compliant. For PHILIPS, we support all regional

compliance requirements (like ‘Worked Council Requirements’ in

Germany).

How is security compliance ensured?




The learning platform should not be a constraint for an efficient

learning administration provider.

NIIT’s Experience: For different clients, NIIT works on differentplatforms. NIIT not only ensured the migration to a Platform for

some clients, it also helped them decide the right functionalities of

the LMS to align it towards internal systems and requirements.

What about different learning platforms and

learning management systems?




In a global work environment, it is very important to cater to region

specific requirements and offer customized services per client

requirements.

NIIT’s Experience: Special cells to meet their special client

requirements. A dedicated ‘Executive Management Desk’, providing

personalized services to senior executives for one of our clients.

Multilingual Services cater to learner diversity across the globe.

What about region specific requirements?





Quality is a critical factor in the success of any operation. Learning

Back Office Administration is no exception.

NIIT’s Experience: NIIT’s quality certifications (ISO, SEI CMM, COPC)and related adherence ensures on time, defect-free and quality

delivery.

How is quality assured?





An efficient Learning Back Office Administration system must provide

integrated support for all learning delivery modes.

NIIT’s Experience: Learning Back Office services for ILT, V-ILT, e-learning or

blended learning. Smooth roll out and operation of CISCO’s new initiative

‘Learning Byte” which offered Live Virtual Classes (LVC) for its employees

across the globe in 2006. NIIT’s 24x7 Learning Administration and delivery

support ensured a successful pilot. CISCO now has a multi-year delivery

contract with NIIT.

What about integrated support for all

delivery modules?





The training administration model should integrate seamlessly with the

client organization. Dedicated teams who align with the client

organization on a cultural and person level can help achieve this

objective.

NIIT’s Experience: Our unique engagement model helps in integrating

seamlessly with the client organization. The client sees us as an

extension of their organization. As a result, all our clients treat our

employees as theirs.

And lastly, how do you build an integratedtraining department?




Agenda

Introduction




Case Studies





NIIT Learning Administration Solutions

NIIT Learning Administration Solutions – comprehensive solutions for all your training

administrative needs. NIIT has 25 years of experience in the field of Learning Back Office

and Learning Administration. We also use the same LBO solution in-house to manage more

than 3000 NIIT training centers spread across 42 countries supporting 500,000 students

every year. NIIT’s global integrated solutions are cost effective and user friendly with

measurable ROI.




The Four Solution Layers

4NIIT Training Administration Solutions have four layers and are primarilydriven by Service Level Agreements through which the performance of the

solutions are monitored.




NIIT Learning Administration Services

1

CATALOGMANAGEMENT

2

USERMANAGEMENT

3

ENROLLMENT

4MANAGING

CLASSES

5

DELIVERY

MANAGEMENT

6

FINANCE &

ACCOUNTING

7

DEMAND FORECASTING

& MANAGEMENT




Training Administration Service Details

New Additions/

Course titles

Yearly/ Quarterly

Planning

Ad-hoc Planning

Class Confirmed &

Published (Open for

Enrollment)

CATALOG MANAGEMENT

Data Analysis & Draft

Plan

DEMAND FORECASTING

& MANAGEMENT

1

2

3

4

Vendor (Instruction)

Confirmation

1

Location Confirmation2

Supplier Confirmation3

4

Maintenance of Administrative Users

USER MANAGEMENT

1

2

Maintenance of Users

Deletion of Users

3

4

Registration of New Users

Bulk Registration5

Bulk Enrollment

ENROLLMENT

1

2

Self Enrollment

Waitlist Management

3

4

Enrollment by Service Desk

5

6

7

Replacement of enrollment from a class

Rescheduling of enrollment from a class

1 Go/No Go decision of class

Relocation of a class

Performance Tracking (for

eLearning)

DELIVERY MANAGEMENT

1

2

Pre-work Tracking

Evaluation/ Feedback

3

4

Attendance Tracking

Assessments5

6

7

Certification of Learners

2

3

MANAGING CLASSES

1 PO Tracking

2

3

FINANCE & ACCOUNTING

Rescheduling of a class

Crisis Management

Vendor Invoice Management

Cross Charging (Host to Internal Customers.

4 P n L Report

GENERAL

HELPDESK

VENDOR

MANAGEMENT

FULFILLMENT/ SUPPLY CHAIN

MANAGEMENT

CONTENT/ E-LEARNING

MANAGEMENTREVIEW &

FOLLOW-UP REPORTING

SPECIAL MANAGEMENT (LIKE

EXEC)

TECH

HELPDESK

1

2

3

4

5

6

7

Cancellation of Enrollment from a class




Resources/ Manpower Layer

NIIT has experienced resources whospecialize in LBO activities and supporta number of global clients.

The team is capable of providing 24 x 7multilingual support (Voice, Live Chatand e-mail).

NIIT trains and certifies each individualon processes customized for aparticular client.

The client is also an integrated part of

the Training and Certification Processand contributes significantly duringthe cultural and process trainingspecific to the client.




Infrastructure Layer

NIIT delivers the LBO solution from its state

of the art BPO/ contact center located in

Gurgaon, India.

This infrastructure has the International

BS7799 certification and supports (through

Voice, Live Chat and e-mail) a number of 24x7 multilingual processes for its global

clients.

Customized CRM for NIIT LBO offeringstracks performance, provides liveperformance and management reports toclients.




Quality Layer

NIIT development and service

offerings are ISO Certified.

The NIIT Contact center in Gurgaon,

India is certified to the COPC 2000

CSP Standard Release 3.4 for BPO

services and outbound contactmanagement.

Changes and Improvements are

implemented only when approved by

the change management board which

has representatives both from NIIT

and from the client

Periodic operations and senior

management review sessions




Methodology

• Identify businessdrivers and

priorities

• Determine

success

measures

• Assess current

resource/cost

allocation

• Outsource

targeted

operationaltasks

• Manage class logistics, registration, and deliveryTRANSITION

• Outsource targeted operational

tasks

ONGOING

OPERATIONS

• Collect and analyze

metrics

• Periodic reviewsREVIEW &

ENHANCE

• Update learning strategy

• Design optimal learning service processes

• Determine processes to outsource

DESIGNSOLUTION

• Identify business drivers and priorities

• Determine success measures

• Assess current resource/cost allocationBUSINESS

ANALYSIS




Agenda

Introduction




Case Studies





Case Snapshot :: Philips

Achieving uniform Corporate Values, globally

Single integrated technology system

Reducing costs

Centralizing operations

Reducing overlapping functions

Raising the standard of employee development andproviding high level of learner satisfaction

Consistent service to the employee target group spreadacross geographies

Outsourcing learning services that do not contribute to thecore process

Continuous Process improvement by adopting best practices

Single Global Learning Partner

sensitive to meeting business needs

and learning objectives

Extensive savings on operational cost

(18% in the 1st year)

A True Centralized Operation

Customer oriented service

GLOBAL Enrollments jumped from

11000/year to 19000/year only for

Core HR Curriculum

Different functional groups (Lighting,

Medical, Finance) in PHILIPS are also

adopting this solution for their

functional curricula

ISSUES/ DRIVERS

SOLUTION

ROI

Robust and secure Training Administration System

Technology system integrated with multiple HRIS

Global Service Desk

Quality state-of-the-art Infrastructure

Consistent SLA-based service

Process Optimization to derive cost savings

24x7 Multilingual Support (English, French, German andMandarin) covering 72 countries




Inside Philips :: Customer Testimonial

Philips is seeing some impressive results. In keeping with the ‘One

Philips’ philosophy, the new Global Learning Management System has

been successfully launched, which means there’s just one system for

everything related to the Philips Learning Curricula. Whether you want

to register for a course yourself or train your team, you’ll find that this

new system is ‘easy to experience’ and ‘designed around you’. In short,

it’s everything that the Philips brand stands for: “sense and simplicity”.

This solution will also benefit Philips as a whole. Not only are costs

lowered – as we only pay for the services we actually use but, with

NIIT handling all of the administration, Learning & Development can

focus on its core work – learning and development! This means there

will be better courses and ultimately better-trained people. And that’s

what it’s all about.

Featured

In Practice Article

FEB 2008 Edition, Page 34




Case Snapshot :: NXP Semiconductors

NXP is a newly independent semiconductor company .

Since there was no learning infrastructure, the major

goal was to create and consolidate the learning

infrastructure.

Create a centralized system for Global Learning &

Development offerings by outsourcing their Global

Learning Infrastructure and BPO.

BACKGROUND AND BUSINESS GOALS

SOLUTION

RESULTS

To create a Centralized Learning Infrastructure to host

revamped curriculum

Provide 24x7 Global service Desk Support

Manage end to end Learning Back office

Centralized and Seamless learning

infrastructure through NXP Learning Academy

Management system - www.nxpacademy.com

NXP Service Desk with Phone, Email and Live

Chat Support

End to end learning back office hosted and

managed by NIIT for smooth functioning of

learning system

http://www.nxpacademy.com/

http://www.nxpacademy.com/




Top 5 Benefits

5 Reduced Costs through reduction in overheads and variable costing with

flexible capacity

Enablement of internal staff to focus on higher value activities

Integrated Technology Infrastructure which leads to a Unified Learner

Experience

Customized and Tailored Services driven by Service Level Agreements to

meet specific business needs

High Standards of Quality and Value Added Services to improve end user

experience

NIIT Training Administration

Solutions give you five top

benefits.




Agenda

Introduction




Case Studies





Sailesh Lalla, Vice President, Business Development

NIIT USA, Inc.

[email protected]

770.290.6031

To schedule a follow-on discussion, contact:

mailto:[email protected]

mailto:[email protected]



Thank You

niitweb learning admin

Documents