LEARNING SOLUTION GAIN THE BUSINESS ADVANTAGE IMPROVE PEOPLE PERFORMANCE

LEARNING SOLUTION GAIN THE BUSINESS ADVANTAGE IMPROVE PEOPLE PERFORMANCE

Did you know A 10% increase of people performance/productivity could potentially increase your profit by 1,6% Learning Solutions Customer Presentation Commercial in confidence Ericsson AB 2010 2010-12-17 Page 2

Aligning competence, performance and business results Contributes to business growth Increases revenue Increases competitive advantage Ensures immediate productivity Assures cost efficient operations Supports OPEX reduction Builds loyalty, confidence and retention Fosters engagement and commitment Learning Solutions Customer Presentation Commercial in confidence Ericsson AB 2010 2010-12-17 Page 3

What challenges Do you Have? SECURE CAPABILITIES FOR NETWORK PERFORMANCE DECREASE COST & RISK IN COMPETENCE SHIFT INCREASE EFFECTIVENESS OF COMPETENCE MANAGEMENT Learning Solutions Customer Presentation Commercial in confidence Ericsson AB 2010 2010-12-17 Page 4

Secure capabilities for network performance - A CASE Learning Ericsson Solutions AB 2009 Customer Ericsson Presentation Internal X (X) Commercial Date in confidence Ericsson AB 2010 2010-12-17 Page 5

Secure capabilities for network performance THE CHALLENGE Poor network quality Competitor launch, need to improve market perception Major sporting event with advanced 3G services Low customer satisfaction, increasing churn THE SOLUTION Operational Readiness Program including: Competence transfer program (SKT) for key engineers Competence Gap Analysis (CGA) though online assessments Competence development plans for key personnel Blended learning with a mix of ILT, SKT and OJT activities Regular KPI reporting on the progress Learning Solutions Customer Presentation Commercial in confidence Ericsson AB 2010 2010-12-17 Page 6

Secure capabilities for network performance THE RESULT ERICSSON 1 - Starts network operational responsibility - Improves service quality - Provides competence transfer CUSTOMER 2 - Takes over from Ericsson - Maintains service quality - Competence transfer completed 1 2 Competence Transfer Learning Solutions Customer Presentation Commercial in confidence Ericsson AB 2010 2010-12-17 Page 7

Secure capabilities for network performance Ericsson brings a world-class skill set to those areas where we need to improve Customer CTO Learning Solutions Customer Presentation Commercial in confidence Ericsson AB 2010 2010-12-17 Page 8

Decrease cost & risk in competence shift - A CASE Learning Solutions Customer Presentation Commercial in confidence Ericsson AB 2010 2010-12-17 Page 9

Decrease cost & risk in competence shift THE CHALLENGE Multi-country operator in expansion & growing rapidly Preparing for 3G competence shift across diverse OpCos Misaligned people, processes, systems and data structures Poor competence and talent management strategies negatively impacting recruitment and retention THE SOLUTION Aligning people, processes and systems across all OpCo s Standardization, leveraging synergies and re-use, Aligning Job roles & career structure Competence Gap Analysis (CGA), Assessment Programs, Structured Knowledge Transfer (SKT) to manage 3G competence shift Learning Solutions Customer Presentation Commercial in confidence Ericsson AB 2010 2010-12-17 Page 10

Decrease cost & risk in competence shift THE RESULT Desired competence pyramid reached Job rotation program to utilize overskilled staff Increased business focus through integration of Competence and Performance Management processes 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% AS IS TO BE Senior Experienced Assessed Learning Solutions Customer Presentation Commercial in confidence Ericsson AB 2010 2010-12-17 Page 11

Decrease cost & risk in competence shift We needed a partner to develop this framework with us building on years of in-house expertise while incorporating industry best practices and operating models Group Engineering and Planning Director Learning Solutions Customer Presentation Commercial in confidence Ericsson AB 2010 2010-12-17 Page 12

Increase effectiveness for competence management - A CASE Learning Solutions Customer Presentation Commercial in confidence Ericsson AB 2010 2010-12-17 Page 13

Increase effectiveness for competence management THE CHALLENGE Parallel structures with high competence management cost Low visibility on full cost picture Urgent need to prepare for large 3G competence shift THE SOLUTION Service Level Agreement for Competence Management Common competence management process Consolidated training plans, budgets and forecasts External certification programs Increased use of elearning to reduce travel costs Use of KPIs for vendor management Learning Solutions Customer Presentation Commercial in confidence Ericsson AB 2010 2010-12-17 Page 14

Increase effectiveness for competence management THE RESULT Time to 3G and IP competence & fast induction of new employees Cost effective methods & talent retention Control of cost, quality and planning (for both vendors & internal delivery) Savings redeployed into strategic competence initiatives Competence management process reduced admin costs with 25 % Increased use of elearning reduced travel costs by 25% Cost per Student Day Cost Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 2005 2006 2007 2008 2009 Certifications 500 400 300 200 100 0 2005 2006 2007 2008 2009 2010* *Forecast Learning Solutions Customer Presentation Commercial in confidence Ericsson AB 2010 2010-12-17 Page 15

Increase effectiveness for competence management Our cost visibility improved significantly, leading to more effective cost management and the ability to fund strategic competence development initiatives HR Director Learning Solutions Customer Presentation Commercial in confidence Ericsson AB 2010 2010-12-17 Page 16

Identifying THE ability to handle Competence management Strategic Aligned Established Ad Hoc Learning Solutions Customer Presentation Commercial in confidence Ericsson AB 2010 2010-12-17 Page 17

Learning solutions framework analyze The analyze phase will align competence goals with business, operational and job performance requirements. assess current competence identify individual and unit competence gaps between current and wanted competence develop The Develop phase will convert identified competence gaps into competence development plans build & schedule learning activities to close identified competence gaps Develop an improvement plan for competence management benchmark competence management against established industry best practices measure The Measure phase will measure the effect the increased competence and improved job performance has on business and operational results the improvement in the maturity level of competence management implement The Implement phase will project manage and deliver learning activities to close identified competence gaps Implement improvements to improve maturity of competence management an end-to-end competence and people performance plan that is linked to telecom business and operational needs. Learning Solutions Customer Presentation Commercial in confidence Ericsson AB 2010 2010-12-17 Page 18

Learning solutions applying the framework People Identify and close gaps between current and wanted competence, drive performance improvement and enhance business results Organization Performance Improvement Benchmark, align and drive the competence management process, tools and ways of working towards best practice Learning Solutions Customer Presentation Commercial in confidence Ericsson AB 2010 2010-12-17 Page 19

Our assets to do it! Telecom technology course portfolio e.g. LTE (4G), IPTV, BSS/OSS, IPCore CMA Competence Management Assessment CGA Competence Gap Analysis Competence framework Business training Mentoring in Live Networks Instructor-led training Seminar/workshop webinar mlearning Customer service training Competence planning framework OJT On the Job Training LEARNING CONSULTING Communication skills DELIVERY METHODS elearning SKT Structured Knowledge Transfer Course PORTFOLIO Leadership training Remote lab Short article Video clip Learning effectiveness Sales training Project management training Virtual classroom training IPM framework Process management Management training BSA Business Situation Analysis Succession Planning e/mlearning development and implementation Individual assessment Excellent processes, methods and tools proven in Competence transformation programs driven both Internally and externally across multiple regions LMS implementation (Learning management system) Learning Solutions Customer Presentation Commercial in confidence Ericsson AB 2010 2010-12-17 Page 20

We work for you LEARNING & PERFORMANCE CONSULTANTS OPERATIONAL CONSULTANTS LEARNING ARCHITECTS PROJECT MANAGERS MENTORS/COACHS TECHNICAL INSTRUCTORS Learning Solutions Customer Presentation Commercial in confidence Ericsson AB 2010 2010-12-17 Page 21

Learning to perform Bridge the gap between actual and desired performance A cyclical approach, to align with your changing strategic priorities Designed to Integrate with your ongoing human performance management Market reality keeps changing. We are at the forefront. Learning Solutions Customer Presentation Commercial in confidence Ericsson AB 2010 2010-12-17 Page 22

Learning Solutions Customer Presentation Commercial in confidence Ericsson AB 2010 2010-12-17 Page 23

This is learning services Combining global strengths with local expertise More than 1000 courses in the Portfolio More than 300 000 student days per year 28 Education Centers worldwide More than 500 experienced consultants and instructors LEADER IN TELECOM LEARNING & CONSULTANCY SERVICES Consultancy projects in more than 60 countries Deliveries in more than 140 countries Telecom technology leader World leader in Managed Services Learning Solutions Customer Presentation Commercial in confidence Ericsson AB 2010 2010-12-17 Page 24