Learning & Development Strategy in the Global Wired World

Transcription

1 Learning & Development Strategy in the Global Wired World ISPI Performance Improvement Conference April 24, 2002 Presented by: Ray Svenson, President Ray Svenson Consulting, Inc Waters Edge Road, Racine, WI (262) ISPI Performance Improvement Conference_v1d3 Page 1

2 Session Purpose Provide a Systematic Methodology for designing Learning & Development Strategies at the Corporate, Business Unit, or Function Level driven by The Strategic Needs of the Business and integrated with Other Performance Support Systems ISPI Performance Improvement Conference_v1d3 Page 2

3 Objectives/Expected Benefits Learning & Development Strategy process Example Learning & Development Strategies Example redesigned Learning & Development departments ISPI Performance Improvement Conference_v1d3 Page 3

4 Ray Svenson 24 years as a performance improvement consultant to top corporations Business strategy deployment Learning & Development Strategy Organization design Large scale performance interventions ISPI Performance Improvement Conference_v1d3 Page 4

5 Evolution of Learning & Development 70s 80s 90s 00s 10s Unstructured OJT Training in Company Training Centers Training Based on Analyzing Work Performance Corporate University Concept Shift to Performance Consulting Team Training CBT via Web Delivery Integrated HR Systems Workplace Learning Systems Integrated Performance Support Systems Enterprisewide Learning Culture ISPI Performance Improvement Conference_v1d3 Page 5

6 Factors that Influenced the Evolution of Learning & Development 70s 80s 90s 00s 10s Performance Technology (early 70 s) The Quality Movement (early 80 s) Re-engineering (early 90 s) Enterprise-wide IT Highways - The Web (late 90 s) Adult Learning Theory (late 70 s) The Learning Organization Concept (1994)? Organizational Learning Theory Globalization (90 s) Outsourcing (mid 90 s) Large-scale Change Management (late 90 s) ISPI Performance Improvement Conference_v1d3 Page 6

7 Business Strategies That Drive Learning & Development Needs Growth Acquisitions Operational excellence Globalization Systems and products innovation and integration Organizational capabilities and core competencies Developing human assets Learning & Development must become part of of the the Strategy Deployment Process ISPI Performance Improvement Conference_v1d3 Page 7

8 Learning & Development Strategy Process Overview ISPI Performance Improvement Conference_v1d3 Page 8

9 Project Process Map Project Plan Development Data Collection and Analysis Design Phase Implementation Plan Project Plan Executive Review Business Needs Analysis Assess Current Capabilities Research Best Practices Analysis Findings and Conclusions Design High Level Learning & Development System Architecture Executive Review 3-5 Year Implementation Plan and Business Case Executive Review Develop Population Forecast Develop Specifications and Design Details 3 Months ISPI Performance Improvement Conference_v1d3 Page 9

10 Project Plan Contents Purpose and Rationale Scope Deliverables What It Contains What this project is for Why you are doing it now What parts of the business Target audience segments What areas of learning & development Time horizon List of work products to be produced Approach Roles and Responsibilities Tasks, Time Estimates, and Schedule Process map and timeline Project organization and staffing Executive Sponsor(s) Project Manager Working Team/Design Team Executive Review Team(s) Consultants Other part-time resources Tasks per phase Time of each resource per task Detailed flow chart Overall time and expense budget ISPI Performance Improvement Conference_v1d3 Page 10

11 Business Needs Analysis What to to Look For For Business strategies and and plans plans Major Major initiatives Product/service deployment Performance and and learning learning needs needs in in the the field field How How to to Find Find It It Interview Executives Executives Initiative Initiative leaders leaders Product Product managers managers Read Read documented plans plans Conduct focus focus groups groups ISPI Performance Improvement Conference_v1d3 Page 11

12 Assess Current Capabilities What to to Look For For Learning & Development organizations in in the the company Services and and products offered offered Processes followed Staff Staff size size and and capabilities Facilities Information infrastructure Budget Budget Governance/customer account account management Overall Overall capacity capacity Quantitative and and qualitative results results How How to to Find Find It It Interviews Survey Survey instruments Site Site visits visits Assessment conference ISPI Performance Improvement Conference_v1d3 Page 12

13 Research Best Practices What to to Look For Who Who is is doing what what that that fits fits your your situation How How to to Find Find It It Literature search search Benchmarking consortia Interviews Site Site visits visits ISPI Performance Improvement Conference_v1d3 Page 13

14 Develop Population Forecast Segment the population by Function Geography Organization (e.g., Business Units) Levels/hierarchy Collect data Historical population by segment New entries (growth plus turnover) Forecast future Population Growth plus turnover These numbers drive the the quantitative Learning & Development requirements ISPI Performance Improvement Conference_v1d3 Page 14

15 Summary of Analysis Findings and Conclusions 1. Learning & Development implications of the business drivers 2. Quantitative analysis of future population to be served 3. Assessment of current capability to serve the needs Strengths Weaknesses Opportunities Threats 4. Relevant best practices Internal External 5. Potential integration of performance support elements 6. Consequences to the business ISPI Performance Improvement Conference_v1d3 Page 15

16 Design a High-Level System Architecture Selection Field Operations Human Performance System Learning Certification Performance Mgmt Career Mgmt Global L&D Strategic Partnerships Business Groups Product Management HR Tech Pubs IT Markets Process Product Deployment Systems Learningware Inventory Learner Populations Work Processes, Tasks, & Tools Skills & Knowledge Learning Strategies Class & Lab Workplace Web-enabled Communities of Practice Funding System Governance System Global Functional Councils Regional Councils Global L&D Network Primary Inputs Business Processes and Tools Product Standards HR Standards Performance Models Area Management Project Management Sales Engineering Manufacturing Network Network Service LMS LMS Global Learning & Development Processes and Standards Facilities and Equipment Infrastructure Information Content Infrastructure Repositories Content Repositories HRIS HRIS Local Learning & Development Regional Learning & Development Global Learning & Development Org Structure Roles & Responsibilities Staffing System Access Portal Access Portal ISPI Performance Improvement Conference_v1d3 Page 16

17 3-5 Year Implementation Plan Work Streams Year 1 Year 2 Year 3 Building the Curriculum Leadership CA Development Sales CA Development Mfg CA Development Field Operations CA Development Deploying the Learning Strategies Regional Strategy Development Europe Asia NA LA Strategy Deployment Europe Asia NA LA Building the Learning & Development Organization and Staff Core Organization Governance Europe Region NA Region Asia LA Africa Building the Facilities and Information Infrastructure LMS Hosting Europe Regional Learning Centers N.A. Asia L.A. Africa Delivering Learning & Development Services ISPI Performance Improvement Conference_v1d3 Page 17

18 Business Case 2-3 Year Cash Flow Projection Expense Capital Various scenarios of accomplishments Expected Benefits Quantitative Qualitative Cost/Benefit Analysis (use company standard business case model) Value of benefits compared to cost Risk of not going forward ISPI Performance Improvement Conference_v1d3 Page 18

19 Learning & Development Strategy Example Strategies Strategy #1: #1: e-learning Strategy #2: #2: Workplace Learning Systems Strategy #3: #3: Communities of of Practice Practice Strategy #4: #4: Integrated Human Human Performance Systems ISPI Performance Improvement Conference_v1d3 Page 19

20 Strategy #1: e-learning Individual anywhere learner at a terminal The Learners Virtual class Multiple learners anywhere Facilitators/Instructors At a terminal anywhere in the world Information Infrastructure The Network Learning Management System Content Repositories Commercial and Academic Providers ISPI Performance Improvement Conference_v1d3 Page 20

21 Strategy #2: Workplace Learning Systems Local Seminars & Workshops Company Training Classes Team Development Plan Local Learning Culture Structured OJT Web-based Training Work Assignments Workplace Learning System, e.g., Factory Design Center Regional Sales Office Local Management Sponsors Local Learning Council Person-to-Person Coach/Mentor Job Aids Content-driven by best practices Employee Individual Development Plans Performance and Career Management ISPI Performance Improvement Conference_v1d3 Page 21

22 Strategy #3: Knowledge Management Systems Seminars & Workshops Person-to-Person Coach/Mentor Employee Executive Sponsorship Knowledge Management System, e.g., Business Processes Product/Service Lines Disciplines Community of Practice Learning Culture Electronic Library Internal Knowledge Management Technology Expert Network Internet/Intranet Reward for Contributing Performance and Career Management Content-driven by change and innovation ISPI Performance Improvement Conference_v1d3 Page 22

23 Strategy #4: Integrated Human Performance Systems Business Processes Product Management Supply Chain Customer Service Marketing and Sales Field Operations Performance Models (per role) Organization Structure Information, Facilities, and Tools Infrastructure People Processes Staff Planning Recruiting & Selecting Learning & Development Performance Management Reward & Recognition Career & Succession Management ISPI Performance Improvement Conference_v1d3 Page 23

24 Learning & Development Strategy Example Services and Processes ISPI Performance Improvement Conference_v1d3 Page 24

25 Example Learning & Development Services Narrow Analyze training needs Design curriculum architectures Design/develop training interventions and job aids Deliver training Administer training system Broader Analyze performance of jobs and work groups/functions Design and implement workplace human performance interventions Performance consulting Design/implement qualification/ certification systems Partnership with HR for performance-based people development systems Broadest Analyze performance of cross-organizational business processes and whole businesses Strategic partnerships with HR, IT, Quality, OD, and Communications to design macroperformance solutions Business strategy deployment ISPI Performance Improvement Conference_v1d3 Page 25

26 Example Learning & Development Processes (Company-Level) Business Processes Strategy Deployment Process Core Business Processes People Processes L & D P r o c e s s e s Maintenance Performance Modeling & Competency Requirements Account Mgmt & Program Planning/Budgeting Performance Consulting & Needs Analysis Maintenance Learning & Development Solutions Architecture Maintenance Solutions Acquisition Maintenance Solutions Design/ Development Maintenance Global Adaptation & Language Translations Non-learning Interventions Learning Solutions Action Learning Classroom Delivery Communications & Marketing Online Library Admin Registration/Scheduling Records Admin Evaluation & Results Measurement ISPI Performance Improvement Conference_v1d3 Page 26

27 Example Global Learning & Development Organization VP Global Learning & Development Regional Functional Learning & Learning & Development Development Directors Account Managers North American Account Team Performance Consulting Design Develop Delivery Operations Technology Administration North America Product Mgmt Latin America Marketing & Sales Marketing & Sales Account Team Europe Supply Chain Asia Customer Service ISPI Performance Improvement Conference_v1d3 Page 27

28 How to Involve Senior Management and Gain Their Commitment Executive Sponsor(s) Executive Steering Team Executive Interviews Governance Boards and Councils Account Management System Part of the Strategy Project Ongoing Let Let them them make the the business decisions You You frame the the options and and do do the the decision analysis for for them them ISPI Performance Improvement Conference_v1d3 Page 28

29 How to Sell the Need for Engaging in the Process 1. Develop a mini business case (maximum 2 pages) 2. Enlist a powerful Executive Sponsor who will: Help with the business case Sell it to senior management Fund the project Business Case Case for for Creating a Learning & Development Strategy Business Business strategies/goals strategies/goals and and their their learning learning implications implications Value Value of of achieving achieving the the business business goals goals ($ ($ billions) billions) Likely Likely cost cost of of addressing addressing the the learning learning implications implications ($10s ($10s of of millions) millions) Current Current capability capability to to meet meet learning learning implications implications Proposed Proposed strategy strategy project project What What When When Cost Cost ($ ($ hundreds hundreds of of thousands) thousands) Cost/benefit Cost/benefit rationale rationale of of project project Provide Provide blueprint blueprint to to spend spend $10s $10s of of millions millions wisely wisely to to protect protect $ $ billions billions in in business business results results ISPI Performance Improvement Conference_v1d3 Page 29

30 Bibliography Svenson, Raynold A. and Rinderer, Monica J., The Training and Development Strategic Plan Workbook (Prentice Hall, 1992) Gilbert, Thomas F., Human Competence (McGraw Hill, 1978) Rummler, Geary, and Brache, Alan, Improving Performance: How to Manage the White Space on the Organization Chart (Jossey Bass Management Series, 1995) Rosenberg, Marc J., e-learning (McGraw Hill, 2001) Meister, Jeanne C., Corporate Quality Universities (Richard D. Irwin, 1994) Nonaka, Ikujiro, and Takeuchi, Hirotaka, The Knowledge Creating Company (Oxford University Press, 1995) ASTD Benchmarking Consortium annual data summary ISPI Performance Improvement Conference_v1d3 Page 30