Shared Learning Services: Key Learnings

Session 102November 9, 2009

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Shared Learning Services: Key Learnings

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Agenda

• What is Shared Learning Services?• What are the key business drivers “fueling”

Shared Learning Services?• What are the challenges? What are the change

management issues?• Shared Learning Services = Outsourcing• Implementation Model

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Distribution

eLearning

Account and Program

Management

ContentHosting

Learning Applications

Certification

ContentDesign &

Development

LearningContent

Management

CustomContent

Development

ContentAcquisition

SupplierContracts

Management

CurriculumStrategy &

Design

CapacityPlanning

Training Admin.

Plateau Admin.

Instructors

Classrooms

LearningNeeds

Analysis

LearningNeeds

Analysis

Logistics & Scheduling - Students, Materials, Facilities and Instructors

Reporting

Communications

Enrollment

FinancialTransactions

Learning Services

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Shared Learning Services: What is it?• Shared Learning Services

– A structure and governance model for coordinating, managing, delivering and measuring an organization’s core learning services

– Shifts common activities from individual business units to a centralized operation to reduce costs and improve service quality

– Improves overall efficiency and control while giving every business unit access to functionally deep and talented resources

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Learning Governance ModelsDe Centralized

• Business units (BU) own and operate independent learning teams

• Each learning team manages their own budgets, metrics, resources, learning systems and 3rd party vendors

• Increases organizational redundancy / Decreases bureaucracy

Centralized

• Control over all aspects of Learning through a single centralized learning organization reporting to CLO

• Accountability for enterprise-wide budget, metrics, resources, systems and 3rd party vendors

• Reduces redundancy / Increases bureaucracy

Terry ThompsonUSP Lead

Barbara KeenHead, Global Learning

and Development

Karen BickGlobal Leadership &

Management Development

Bill FavierBMS Lean Sigma

Training

Peter JonesGlobal Learning

Services

Cindy McManusLearning

Transformation & Productivity

Terry ThompsonGlobal Commercial

& Corporate Learning

Emily HeapsR&D Division Lead

Mary HendricksonTech Ops Division

Lead

Monika EifertEurope Region Lead

Kelly PolancoIntercon Lead

Ivy LiAsia Pac Lead

Terry ThompsonUSP Lead

Barbara KeenHead, Global Learning

and Development

Karen BickGlobal Leadership &

Management Development

Bill FavierBMS Lean Sigma

Training

Peter JonesGlobal Learning

Services

Cindy McManusLearning

Transformation & Productivity

Terry ThompsonGlobal Commercial

& Corporate Learning

Emily HeapsR&D Division Lead

Mary HendricksonTech Ops Division

Lead

Monika EifertEurope Region Lead

Kelly PolancoIntercon Lead

Ivy LiAsia Pac Lead

Federated

• Centralized learning organization develops enterprise programs, sets standards, and manages enterprise learning systems

• Business Units responsible for local learning strategy alignment / development as well as learning delivery for BU specific functional learning

CLO

Shared Learning Services

CLO

Shared Learning Services

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Federated Structure

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Shared Learning Services

Learning Technologies• LMS • LCMS• Virtual Classroom• Pod/Video Casts• Social Learning Tools• Vendor Management

Learning Technologies• LMS • LCMS• Virtual Classroom• Pod/Video Casts• Social Learning Tools• Vendor Management

Learning Content Design and Development

• ISD / Story Board Creation• Authoring / Assessment• Enterprise Content Library

Management / Integration• Vendor Management

Learning Content Design and Development

• ISD / Story Board Creation• Authoring / Assessment• Enterprise Content Library

Management / Integration• Vendor Management

Learning Administration / Operations

• Registration Services• Class Optimization, &

Reporting• Classroom Management• Financial Management• Vendor Management

Learning Administration / Operations

• Registration Services• Class Optimization, &

Reporting• Classroom Management• Financial Management• Vendor Management

Learning Strategy• Business Goal Alignment• Performance Consultation• Needs Analysis• Job/Competency Models• Curriculum Planning• Learning Project Mgmt.

Learning Strategy• Business Goal Alignment• Performance Consultation• Needs Analysis• Job/Competency Models• Curriculum Planning• Learning Project Mgmt.

Learning Delivery• Facilitation• Program Evaluation• Surveys

Learning Delivery• Facilitation• Program Evaluation• Surveys

• Shared Learning Services– Shifts common activities from individual business units to a

centralized operation to reduce costs and improve service quality– Improves overall efficiency and control while giving every

business unit access to functionally deep and talented resources

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Key Business Drivers

• Cost• Efficiency• Consistency• Governance• Common User Experience

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2008 Learning Governance Survey – Key Findings

• 86% of organizations do not have an enterprise-wide plan for learning that spans the organization

• More than two-thirds (69%) say that learning roles and responsibilities are not optimally aligned across the organization (suggesting improvements needed)

• 89% report low to moderate consensus on how to evaluate the learning function

• 70% of respondents indicated having established a ‘shared services’ role for learning in their organization (underscoring this capability as an emerging ‘best practice’)

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Key Components of Shared Learning Services

• Formalized work intake processes and project, resource, and cost tracking mechanisms

1. Portfolio Tracking and Management1. Portfolio Tracking and Management

• Continuous improvement mindset towards optimal efficiency

2. Operational Excellence2. Operational Excellence

• Defined measures on the agreed commitments (quantities, service levels and budget)

3. Service Quality3. Service Quality

• Ability to quantify and measure the cost of learning services/products delivered

4. Financial Stewardship4. Financial Stewardship

• Ability to scale workforce based upon work volume

5. Variable Workforce5. Variable Workforce

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Shared Learning Services: Challenges

• Alignment• Operating Model• Metrics / ROI• Bureaucracy• GLOs – Guerilla Learning Organizations• Change Management

– Loss of Control / Oversight– Perception of Quality– Uniqueness

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Is Shared Learning Services a sly first step to Outsourcing?

• 3rd party comparisons (costs, operating model, capabilities, etc) are easier to evaluate

• Organizational change management issues regarding migration to Shared Learning Services model / outsourcing partner are similar

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Shared Learning Services Implementation Model

• Assess• Design• Develop• Change / Implement• Evaluate

Assess

Design

Develop

Change/Impleme

nt

Evaluate

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Assess

• Identify the key stakeholders who represent learning, business lines, etc.

• Assess current training needs, practices and business drivers• Assess overall learning infrastructure and services

(programs, systems, headcount, vendors, etc.)• Assess effectiveness of current Learning Governance Model• Identify organizational redundancies, efficiency and cost

savings opportunities• Create Business Case

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Design Learning Services Organization

• Determine future state Governance Model– Align “centralized” Learning Services against

Governance model; account for localization requirements

– Design Learning Services Organization• Portfolio Tracking and Management• Operational Excellence• Financial Stewardship• Service Quality• Variable Workforce

– Identify opportunities to partner with 3rd party providers for selected services

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Develop

• Facilitate the process of getting key stakeholders to buy-in to a strategic vision for learning services– Develop a Learning Services organization that is

aligned with strategic vision• Develop processes to optimize investment and re-use of

training assets and resources across the enterprise• Establish guidelines and standards for the tracking and

measurement of training activity, spend, resource and vendor utilization, content re-use, and effectiveness

• Develop processes and tools that generate transparency of training offerings, participation, roles, costs, and results

• Create vendor strategy, processes, rationalization • Establish management and maintenance processes• Create evaluation, feedback and effectiveness measures

– Create an change management / implementation strategy for the Learning Services organization

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Implement

• Create broad stakeholder buy-in• Train and implement• Highlight successes and mitigate challenges• Communicate

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Evaluate

• Dashboards

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Questions

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Contact Information