Session 802: Performance Support Examples & Success Storiesmasiecontent.s3.amazonaws.com › content...

Session 802: Performance Support Examples & Success Stories

www.thefivemoments.com or “The Pad”

Bob Mosher Masie Fellow

Chief Learning Evangelist

Ontuitive, US

[email protected]

Con Gottfredson, Ph.D. Masie Fellow

Chief Learning Strategist

Ontuitive, US

[email protected]

Copyright Conrad Gottfredson and Bob Mosher 2012

• Iris Vandenburg • Learning Advisor Functional Finance

Shell International BV

• Bill Lyons • Maintenance and Reliability Training

Holcim (US) Inc.

• Tanya Pang • Manager, Talent & Organizational Capability

Lockheed Martin Corporation

Our Distinguished Panel:




First Example:

Copyright of Shell International B.V.

PERFORMANCE SUPPORT THROUGH

YAMMER

Social learning in the moment of need

Iris van den Burg

Learning Advisor Functional Finance

Learning2012 conference, Orlando, USA


5 MOMENTS OF LEARNING NEED

1. When people are learning how to do something

for the first time (New);

2. When people are expanding the breadth and

depth of what they have learned (More);

3. When they need to act upon what they have

learned, which includes planning what they will

do, remembering what they may have forgotten,

or adapting their performance to a unique

situation (Apply);

4. When problems arise, or things break or don’t

work the way they were intended (Solve); and,

5. When people need to learn a new way of doing

something, which requires them to change skills

that are deeply ingrained in their performance

practices (Change).

October 2012

Learning Innovation

There are two types of approaches

required to deal with the five different

moments of need for learning, supported

by different systems:

- Formal training approach, focused on

acquisition of knowledge (supported by a

learning management system)

- Performance support approach,

focused on application and maintenance

of knowledge (supported by a

performance broker / support system)

"You can't teach people everything they

need to know. The best you can do is

position them where they can find what

they need to know when they need to

know it." – Seymour Papert, MIT


COLLABORATION AND NETWORKING WITH

YAMMER

What is the Shell Yammer network?

Supports networking, collaboration, learning and knowledge sharing

Piloted in Shell in 2011, now approved for restricted & confidential

content

(in private groups)

Q3 2012: 23 000 members; 200 postings per day/average, 1,400

groups

What does Yammer offer?

Q & A functionality with low threshold

Groups can be created instantly, e.g. to support project teams

Tagging, strong search, cross-posting.

Networks can be used for collaboration between Shell and 3rd parties.

October 2012

Performance Support – through Yammer

3. Need to act upon what was learned

(Apply)

2. Expanding the breadth and depth of what

was learned (More)

4. When problems arise (Solve)

1. Learning to do something for the first

time (New)

5. When people need to learn a new way of

doing something (Change) October 2012

Key drivers

• Need for just in time, just enough

learning is increasing

Innovation challenges

• How to ensure the principle of

“One-click away from the moment

of need” (especially when not

using an electronic performance

support system)


BEHAVIOURS AND

BENEFITS

October 2012 8

Tagging enables Search

“Like” to recognize and motivate

Find solutions fast

Social

Support can come from

unexpected locations or roles


YAMMER STATISTICS – A FINANCE EXAMPLE (SEPT

2012) 1. Retail Finance – separate external network with 12 groups

Active network with 650 members (what makes a network “active”? Percentage of contributors?)

122 engaged members in 28 day period

46 messages posted in 9 groups in 28 day period

=25% growth

2. Shell Global Finance – separate external network for all Finance – 35 groups

Fairly active network with 3500 members

367 engaged members in 28 day period

48 messages posted in 13 groups in 28 day period

=36.8% growth

3. Shell network – global internal network – 82 Finance related groups

Only 5 groups have more than 30 messages – 369 messages in total since July. (av. 123 a month)

All 5 active groups have started up fairly recently (between July-Sept 2012)

77 groups are inactive

Total of 3 Networks and 129 Finance groups on Yammer. Only 27 groups are active.

Approx. 4200 members. Average of 500 (10%) engaged members per month.

Average of 217 active contributions (postings) per month (multiple messages may come

from same person). This means that the Finance community has < 5 % active contributors!

October 2012


• Bill Lyons • Maintenance and Reliability Training

Holcim (US) Inc.

Second Example:

Learning 2012 Conference

Learning to use new technology in lubrication

at Holcim US, Inc.

Bill Lyons

October - 2012

“Maintenance is a core requirement for success”

13

MPC-TT Maintenance Training & Development 2012

Holcim Ltd.

The Holcim Group is one of the largest cement

companies in the world.

Founded in Switzerland century ago, Holcim is now a

leading global company with a strong market presence

in over 70 countries on all continents – focused on our

core competencies in cement, concrete and

aggregates.

14


Cement Manufacturing Process

15


Poor Lubrication practices are the #1 cause of

equipment failure, accounting for over 50% of

equipment failures

Lubrication - What do we want to accomplish

16


Lack of understanding of lubrication importance

and proper techniques

Wrong lubricant quality and quantity

Reliance on human memory and spreadsheets

Sampling not performed and the techniques used

resulted in contamination

Inappropriate lubrication application techniques

Planning was at a minimum

Traditional Approach to Plant Lubrication

17


Apply the right lubricant

Follow the recommended frequency

Add the recommended amount

Follow the right procedure or technique

Develop a plan to ensures proper lubrication

Periodic sampling with correct tools and

techniques

Analysis of lubricant quality

Lubrication plan developed and used

Strategy for Effective Lubrication

18


HUS Lubrication Training Program

Basic maintenance technician skills

Basic mechanical and electrical skills

Lubrication training and certification

Independent certification by industry experts plus

HUS cement specific training

Creation of correct environment and use of correct

tools

Storage, sampling, lubrication, analysis

Learning transfer aided by the use of Lube-It

Software and mobile device

Plan to execute lubrication sampling, analysis and

addition

Improved manufacturing performance

19


20


Hand held capability

The system has the capability of using hand held technology

Benefits

Routes are uploaded fast and easy into the hand held and

back to the PC with the click of a button

21


Benefit of Lube-it Hand-Held Device

Ensure correct application of training and Holcim

lubrication practices

Improved machine condition and increased

reliability.

Reduce work cycle time and increase productivity,

Lower lubrication costs and reduce errors

22


Questions & Comments?




Third Example:


• Opportunity

• Sunset previous LMS

• Implement new LMS (My Learning)

• Considerations

• Numerous and varied roles affected

• Need to reduce costs for travel and training

• Virtual learning and performance support technologies available

Learning Management System Implementation


Audiences

Run reports as appropriate

Provide System Access

Training Admin plus:

Overall system authority

Trouble-shooting

Core functionality Assess skill gaps

Link training offers to employee objectives

Approve course participation and cancellation, skills, certifications

Create and manage courses and sessions, curricula, and resources

Schedule courses

Run and review reports

Develop, import and export content

Structure learning content

Create tests and assessments

Managers

SAP Enterprise

Learning

Course Developers

Manage virtual classrooms

Manage learner participation and follow up activities

Instructors

Help Desk

Support

LMS Admins

Learning

Plan &

Course

Admins

Report

Runners

Security

Admins

Training

Admins (2

levels)

Profile

Progress

History

Skill gap analysis

Suggested and mandatory learning

Preferred learning strategy

Learners

Manage learning plans/Manage courses & participation


Small group of users “need to know everything”

• Super users / Business analysts

• Training administrators

Majority of users need support at the time of need

• Learners

• Managers

Analysis


Performance Support (and more) with Oracle User Productivity Kit

• Author once, deploy to many formats

• System lifecycle tool

• Context sensitive help functionality / multiple interactive modes

• Demos replace “training environment”


UPK Player Interface


“Do It” Mode

• Persistent window

• Step-by-step instructions while performing tasks

• Ability to move forward or backwards as needed


• Feedback positive amongst users of “UPK Help”

• Use of demos as part of training

• Practice in a safe environment without need of “training server”

• Use of UPK content as part of systems

documentation

Successes


• Market, market, market

• Just because you build it, doesn’t mean they’ll come

• Don’t make me think!

• Design it so it fits within the business process

• Context sensitivity has its drawbacks…

• Hey, where’s my content???

• Most people would rather “try it” than “see it”

• Watching a simulation can be booooring

Lessons Learned


And now for something completely different…


Question and Answer:





• Mark Morgan • Training and Knowledge Manager, Manufacturing

Holcim (US) Inc.


Next steps & more information

Register for Resources • 2013 Webinar Series (monthly) • Performer Support Online Community

• Blog, discussion groups, and networking

• Archived webinars and articles

Register Now @

www.thefivemoments.com *You can do it now from your laptop, tablet, or smartphone

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