More Related Content Similar to ROI: Enabling your Learning Initiatives to Connect to the Bottom Line Similar to ROI: Enabling your Learning Initiatives to Connect to the Bottom Line (20) 1. ROI: Enabling Your Learning
Initiatives to Connect to the
Bottom Line
Bob Mosher
Chief Learning Evangelist
Conrad Gottfredson
Chief Learning Strategist
#EnableROI
bobandcon@ontuitive.com
@bmosh
@congott
2. Agenda
Current approach to measurement?
Enabling Kirkpatrick
Who’s doing it and how?
Wrap-up
©Ontuitive® 2013 #EnableROI
3. Agenda
Current approach to measurement?
©Ontuitive® 2013 #EnableROI
4. Poll:
How do you measure the success of your learning/training
initiatives?
1. Increased/Improved Employee Performance Metrics
2. The 4-Level Kirkpatrick Model
3. Six Sigma
4. Voice of the Customer (through surveys, interviews,
smile sheets, phone calls, etc.)
5. Training Effectiveness Dashboards
6. Mapped to KPI’s
©Ontuitive® 2013 #EnableROI
5. Poll:
How do you measure the success of your learning/training
initiatives?
©Ontuitive® 2013 #EnableROI
6. Chat:
What are your biggest obstacles to measuring “True”
ROI?
©Ontuitive® 2013 #EnableROI
7. ROI Challenge
Linking learning to business impact
With Performance Support: able to move beyond gathering the usual
learning metrics (pass/fail rates, number of student days, percentage of course
completions, smile sheets, etc.) and on to those directly tied to business impact and
financial/strategic benefit.
With Performance Support: monitor adherence to process, verify
successful performance, and tie it all to improvements in actual work performance.
And: correlate what each worker's improvements actually mean to the business
(faster, better, cheaper), and turn that into hard dollar numbers.
©Ontuitive® 2013 #EnableROI 7
8. Making the connection
Traditional Learning Analytics Business Impact Analytics
• Successful performance for business critical
• Percentage of course completions skills
• Pass/fail rate • Reduced time to proficiency
• Completion of job-related tasks
• Student/instructor ratio • Reduced time away from job
• Number of "no shows", drop-outs, and last • Reduced training footprint
minute cancellations • Reduced time to changed performance.
• Dollars charged back to departments using • Lower support costs
training • Increased user adoption
• Percent utilization of facilities • Optimized business processes
• Cost per student-day • Customer/employee loyalty, morale, and/or
retention
• Average "satisfaction" scores on our "smile
• Usage of business critical PS assets
sheet" evaluations
(policies, business rules)
• On-time completion and on-cost development • Work shift to less experienced employees or to
of new courses customers
• Actual vs. planned operational budget • Reduced implementation costs (for a
expenditures. system, product, new process, etc.)
• Reduced handoffs of work, calls, problems to
others
• Decreasing the gap between less experienced
©Ontuitive® 2013 #EnableROI and star performers
9. Business impact’s link to financial/strategic
benefit
Client example of outcomes:
• An organization implements Salesforce as their CRM along with an
overarching sales process.
• Those members of the sales team who are adhering to the process and
working effectively within the applications, and have therefore increased
their respective pipelines by 28 percent (Business Impact).
• The following quarter, individual and collective financial targets are met
(Financial Benefit), which in turn increases the market value of the
organization (Strategic Benefit).
©Ontuitive® 2013 #EnableROI
10. Agenda
Current approach to measurement?
Evaluation of
results
Enabling Kirkpatrick (business impact)
Evaluation of
behavior
(transfer of learning to
workplace)
Evaluation of learning
(knowledge or skills acquired)
Evaluation of reaction
(satisfaction of happiness)
©Ontuitive® 2013 #EnableROI
11. Making the connection
“Today, I encourage different measures.
It's much easier to actually employ these
assessments in a performance support
environment because the connections
between performance support in the
Gloria Gery
actual work context is so much more direct
than the distance between training events
and work performance.”
©Ontuitive® 2013 #EnableROI 11
12. Connect the dots
Path from learning to performance
Enabling the Kirkpatrick’s Model
Learning Performance Business Financial/
Support Impact Strategic Benefit
©Ontuitive® 2013 #EnableROI 12
13. Business impact’s link to financial/strategic
benefit
Learning Performance Business Financial/
Support Impact Strategic Benefit
Client Example of Outcome:
Background: An organization implements Salesforce as their
CRM; they also implement an PS solution within Salesforce.
©Ontuitive® 2013 #EnableROI
14. Business impact’s link to financial/strategic
benefit
Learning
Client Example of Outcome:
Learning: The sales teams were trained on Salesforce.
During their training they use the integrated PS solution
which provides contextual support to the sales team, but
also ties Salesforce to the other software applications, non-
system sales tasks, and tools needed to effectively follow the
company’s overarching sales process.
©Ontuitive® 2013 #EnableROI
15. Business impact’s link to financial/strategic
benefit
Learning Performance
Support
Client Example of Outcome:
Performance Support: On-the-job the sales team works within
the PS solution to help them access the tasks and resources
needed to help them work as a team throughout the sales
process. Independent of where they are, they have access to
what they need within 2-clicks/10-seconds.
©Ontuitive® 2013 #EnableROI
16. Business impact’s link to financial/strategic
benefit
Learning Performance Business
Support Impact
Client Example of Outcome:
Business Impact: The PS solution’s monitoring capability
shows those members of the sales team who are adhering
to the process and working effectively within the
applications, and have therefore increased their respective
pipelines by 28 percent.
©Ontuitive® 2013 #EnableROI
17. Business impact’s link to financial/strategic
benefit
Learning Performance Business Financial/
Support Impact Strategic Benefit
Client Example of Outcome:
Financial Benefit: The following quarter, individual and
collective financial targets are met…
Strategic Benefit: …which in turn increases the market value of
the organization.
©Ontuitive® 2013 #EnableROI
18. Chat:
What is a key business impact, you would like to be able
to measure?
©Ontuitive® 2013 #EnableROI
19. Agenda
Current approach to measurement?
Enabling Kirkpatrick
Who’s doing it and how?
©Ontuitive® 2013 #EnableROI
20. Business impact data
66% increase in sales personnel productivity enabled thru increased
user adoption of a new CRM solution at a major insurance company
resulting in $2,375 cost-savings per employee per year
Over 50% reduction in product training classroom training time and
expense at a global manufacturing company
Classroom Training
20
Cost-Savings to the Organization
HOURS
$1,312,500*
0
TIME
©Ontuitive® 2013 #EnableROI 20
21. Business impact data
12.5% reduction of help desk transactions & 50% reduction
in classroom time for application migration project at a global
consulting firm resulting in $2M+ per year in operational
savings and $2M+ in productivity benefit.
Central line quarterly infection rates cut to zero saving an
estimated $175 million in costs and more than 1,500
lives.
©Ontuitive® 2013 #EnableROI 21
22. Performer tool adoption
The importance of consumption
Overall Usage of Performer Tools
350,000
300,000
250,000
200,000
150,000
100,000
50,000
0
1Q06 2Q06 3Q06 4Q06 1Q07 2Q07 3Q7 4Q07 1Q08 2Q08
Care Perf ormer Tools Sales Perf ormer Tools All Perf ormer Tools
©Ontuitive® 2013 #EnableROI 22
23. Digitally From From
How might you gather data? Monitored Performer Others
• Successful performance for business critical skills X X X
Critical How critical are the consequences of failure?
1 2 3 4 5 6 7
Moderate Impact
Insignificant/ Minimal Significant Impact Catastrophic
(temporary)
The consequences are The consequences would Consequences would require Consequences cause major
negligible. not threaten successful significant commitment of problem for others and/or the
No impacthelpful was this
How on outcome, I can information?
performance. resources and/or lasting organization.
readily recover. The event may impact the consequences for others. Reputational impact would be
Not at all
No impact on others. attitudes and workload of Significant client or colleague long-term
There Somewhat
could be some self and or others harm with potentially Irreparable and permanent
Very Much
decrease in workflow If there is reputation or permanent consequences. harm, damage or loss.
efficiencies and/or increase
Extremely monetary loss, it would Adverse impact on work Compromise of professional
in workload. have moderate or environment, and culture. status, reputation, and ability
temporary harm, damage, Significant compromise to do the work
or loss to the organization. relationships, within and outside Long-term compromise to
the organization. relationships, within and
. outside of the organization.
Monitor Digitally (behind the scenes)
Invest in Gathering Data from Performers
and Others
©Ontuitive® 2013 #EnableROI
25. Mapping to KPIs
The process to make the connection
1 Chose project: business-critical process for taking new products to market
Perform “rapid task analysis”. Identifying and organizing tasks for which
2 people need support.
Conduct critical skills analysis, rating each identified task between 1 & 7.
3 Score represents criticality of the task to the process & degree of risk.
4 Implement performance support
Monitor usage patterns within the PS solution for each area. If
5 performance support is helpful, people will use it and usage (and
performance) will increase. If usage is low or falling, that means PS is no
longer providing the support that workers need.
©Ontuitive® 2013 #EnableROI 25
26. Agenda
Current approach to measurement?
Enabling Kirkpatrick
Who’s doing it and how?
Wrap-up
©Ontuitive® 2013 #EnableROI
27. The ROI challenge can be met!
“Ontuitive has helped us improve the productivity of
thousands of employees and eliminated significant
training costs.”
- Jeremy Smith, Senior Manager of Learning Solutions at Herman Miller
Our Performance Support results have equaled a “Quantum
Leap” in terms of time savings and process consistency.
- Cigna Sales Leadership
©Ontuitive® 2013 #EnableROI 27
28. PS bridges the gap
Training to Business Impact
Performance Support solutions correlate to improved
performance:
86% daily use of PS solution
6-8% Increase in daily work productivity
use ratio of performance support
80:1 vs traditional LMS eLearning
approach
©Ontuitive® 2013 #EnableROI 28
29. PS bridges the gap
Training to Business Impact
Performance Support solutions correlate to improved
performance:
15% year over year reduction in help
desk calls
Up to 70% reduction in instructor-led training
adding PS reduces
time to competency by half
©Ontuitive® 2013 #EnableROI 29
30. 2013 monthly webinar series
March: The PS Maturity Model
April: “Smart” Performance Support
May: The Power of Mobile Support
June: Agile Development
July: How are you doing? Self-evaluation
August: Competencies for L&D & performance
September: Technology Needed to Author & Deliver PS
October: People-Centered Computing
November: Kill Search
December: IT – Love Them!
May 8-10: PS Lab & Seminar Hosted by The MASIE Center
Saratoga Spring, NY
©Ontuitive® 2013 #EnableROI 30
31. Thanks!
Next Steps & Resources
Become a member of our Performance Support Community – if you already are – invite a
friend or colleague!
In the community you can:
• Discuss your ROI challenges, and receive feedback and solutions from your peers
• Read our blogs, watch past webinars, listen to podcasts
• Network
• Collect business case data
• Find resources to share with stakeholders to increase PS buy-in
Community Invite Link: http://performersupport.ning.com/?xgi=3bIevz1cS7jVN3
Contact Us:
bobandcon@ontuitive.com
@bmosh
@congott
©Ontuitive® 2013 #EnableROI 31
Editor's Notes To make changes to the slide master:“View”“Slide Master”Create desired changes“View” “Normal” The challenge with ROI has always been linking learning to business impact. Without Performance Support, there is limited capacity to do this; with Performance Support, we are able to move beyond gathering the usual learning metrics (pass/fail rates, number of student days, percentage of course completions, smile sheets, etc.), and on to those directly tied to business impact and financial/strategic benefit. It is with Electronic Performance Support Systems (EPSS) that allow us to monitor adherence to process, verify successful performance, and tie it all to improvements in actual work performance (reduced error rates, reduced process time, etc.). What is more, we can correlate what each worker's improvements actually mean to the business (faster, better, cheaper), and turn that into hard dollar numbers with which the business will resonate and trust. The most logical way to connect learning to ROI is to create a linked chain that extends learning to performance, to business impact, to actual dollars saved. Then we need to look at how each link in the chain contributes to the next as well as ultimately to the bottom line. It's basically turning Kirkpatrick's model on its side. How do you address the chasm between executive expectations and employee capability and capacity? Ontuitive has been working with a number of leading companies to overcome the shortcomings of past approaches and implement a new strategy that optimizes the train, transfer and sustain continuum to drive increased employee performance and productivity. The cornerstone of this new strategy is Ontuitive’s Performance Support platform and methodology. A sampling of the results achieved by our clients includes: How do you address the chasm between executive expectations and employee capability and capacity? Ontuitive has been working with a number of leading companies to overcome the shortcomings of past approaches and implement a new strategy that optimizes the train, transfer and sustain continuum to drive increased employee performance and productivity. The cornerstone of this new strategy is Ontuitive’s Performance Support platform and methodology. A sampling of the results achieved by our clients includes: Performance support bridges that gap between training and actual business impact by improving worker performance. And, measuring worker results closer to the actual point of performance will give us the data we need to help demonstrate ROI. Plus, gathering objective data can offset rumors and anecdotal discussions about the value of adding performance support, and training in general. We've been tracking the link between performance support and improved worker performance and have seen some striking data that shows performance support solutions really can improve worker performance and drive ROI. Performance support bridges that gap between training and actual business impact by improving worker performance. And, measuring worker results closer to the actual point of performance will give us the data we need to help demonstrate ROI. Plus, gathering objective data can offset rumors and anecdotal discussions about the value of adding performance support, and training in general. We've been tracking the link between performance support and improved worker performance and have seen some striking data that shows performance support solutions really can improve worker performance and drive ROI.
