Engaging/Maintaining C-Level Support for E-Learning - Sierra

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Transcript of Engaging/Maintaining C-Level Support for E-Learning - Sierra

  • 1. Engaging/Maintaining C-Level Support for e-Learning Francis Pring-Mill, Sierra Systems Learning: Re-Imagined

2. Agenda

  • The C-level perspective
  • Our SkillSoft implementation
  • Engaging support
  • Maintaining support
  • Measures of success
  • Lessons learned
  • Questions

3. The C-level perspective

  • Employee development is a means to a business end
  • What is the investment?
  • What is the return?
  • How long do I have to wait?
  • How will I measure success?
  • Who is Sierra and what business are we in?

4. Who is Sierra? 5. Our SkillSoft implementation

  • Sierra Systems
    • Management consulting, systems integration, managed services
    • 1,000+ staff, 12 locations, North America
    • Primarily project work, i.e., temporary teams of consultants
  • Pre-SkillSoft
    • Individual e-learning courses purchased from a variety of vendors
  • SkillSoft Pilot
    • June 2003-May 2006, 250 users, MML bundle
  • SkillSoft Company-Wide
    • June 2006, all employees, SkillChoice Complete

6. Means to a business end

  • For professional services firms
  • The purpose of employee development is to increase the competence and know-how of our consultants because this is what we sell to our clients.
    • Client receives better service
    • Sierra Systems gains a more valuable asset
    • Consultant can command higher rates
    • Consultants salary can increase
    • Consultants job satisfaction increases
    • Sierra Systems retention increases

7. What is the investment?

  • Value of consultant to client = knowledge + skills + experience
  • On-the-job learning produces all three
    • And we get paid
    • Anything less represents lost billable time
  • Only experience produces experience, but education can provide knowledge and skills
    • We typically do not get paid
    • Alternatives include e-learning and instructor-led
  • What is the best investment?

8. Feature comparison Scheduled Immediate Time to learning (/productivity) No.Proceed at speed of slowest learner. Yes.Based on answers to pre-assessment quiz. Skip content learners already know? Speed of class 100% Self-paced Committed full-time (including travel) Accommodating personal work/life schedule Ease of scheduling Scheduled Learners pick from 24x7x365 Time of day Once Unlimited Access to course(s) INSTRUCTOR-LED E-LEARNING FEATURES 9. Feature comparison Can vary Same every time Consistency Business skills, topics requiring face-to-face interactions (group workshops, role plays) Not requiring group work.Many technology topics, business analysis, mgmt consulting. Type of topic best suited Not so easy.Cost means typically used only to meet just-in-time requirement. Yes.Can expand knowledge in advance of pressing project need. Expand knowledge on non just-in-time topics? Not interruptible.Cannot multi-task on other things. Pick up & put down whenever means can use small time chunks during day or bench time between projects Interruptibility INSTRUCTOR-LED E-LEARNING FEATURES 10. Feature comparison One classroom at a time Unlimited No. of learners Depends can be significant Annual seat to 3,500 courses costs less than a single 1-day instructor-led course Course cost Depends (airfare, hotel, expenses) None Travel cost Depends (1/2 day each way) None Travel time No Yes New courses at no additional cost? Still appropriate for certain topics Access to e-learning resources is expected, especially by Gen Y Expectations INSTRUCTOR-LED E-LEARNING FEATURES 11. Engaging C-level support

  • Assuming all else is equal, e-learning is clearly an appealing investment
  • In particular, e-learning
    • Can be used for reference while on-the-job
    • Enables value to be created during the natural pockets of lost billable time, i.e., time between projects
    • Is well-suited to self-study topics like technical certifications
    • Makes it easy for people to choose to spend personal time on learning
  • This is the e-learning promise

12. What we did

  • Ran a two-week evaluation with team of 31 consultants (Feb. 2003)
    • Online orientations, then unlimited access to courses(some assigned, some self-selected)
    • Conducted survey, produced report
  • Ran a pilot with 250 users (June 2003-May 2006)
    • Paid for by business units
    • Conducted survey, produced report referencing our results and industry research
  • Went company-wide (June 2006)
    • Paid corporately
    • Now an employee benefit

13. Maintaining C-level support

  • Are we delivering on the promise?
  • Measures of success
    • How much is e-learning being used and what for?
    • How is it helping us deliver a better service to our clients?
    • How is it helping the value of our consultants increase?
    • How are we achieving the above in a cost-effective way?
    • Any other benefits?
    • How are we sustaining success?

14. How much is e-learning being used?

  • Quarterly measures, by business unit
  • Course usage statistics
    • Users as a percentage of headcount
    • Number of courses accessed, distinct courses accessed, course completions
    • Total course time, average time per user
  • Books24x7 usage statistics
    • Users as a percentage of headcount
    • Number of sessions, HTML pages read
    • Total Books24x7 time, average time per user
  • Comments
    • More is better, but what matters is business value created

15. What is e-learning being used for?

  • Quarterly program reviews
  • Top ten courses
  • Top ten book categories
  • Course evaluation feedback
    • Statistics
    • Free format comments
  • Feedback from follow-up with power users(identified through usage stats)

16. What is e-learning being used for?

  • Core Concepts in Business Analysis
  • Enterprise Analysis and Making a Business Case
  • Introduction to Project Management
  • Analyzing Requirements Using Models
  • Eliciting Requirements
  • ITIL V3 ITIL and the Service Life Cycle
  • .NET Framework
  • Best Practices
  • Communications/Negotiations
  • Career Development
  • Coaching/Mentoring
  • Brand Management
  • Change Management
  • Business Analyst

17. Course evaluation feedback (stats)

  • I will be able to apply the knowledge and/or skills gained from this course to help me perform my job better.
    • Agree 56%, Strongly Agree 18%.74%
  • The course content was organized in a way that allowed me to meet the learning objectives.
    • Agree 64%, Strongly Agree 15%.79%
  • I would recommend this course to other employees in my organization.
    • Agree 54%, Strongly Agree 13%.67%

18. How are we delivering a better service?

  • The true power of SkillSoft didnt dawn on me until I watched a developer using the Books24x7 as a cookbook to install and use some new software.
  • (1) Not having to read, or browse, a whole book only to find it doesnt have what I want.(2) Being able to find if anything has been written on a given topic.(3) Getting nuggets of specific information relevant to the task at hand.
  • My present assignment came as a result of a successful interview in part due to my having access to metadata books on the SkillSoft site.Evenif I had used it that one time it (the assignment) paid for years of access.

19. How is consultant value increasing?

  • I can decide when to take the course.I can take certain sections more than once.I can print relevant course info