E-Learning Learning as a Business Strategy Designing & Delivering Learning

E-Learning • Learning as a Business Strategy • Designing & Delivering Learning KMA-ASTD 2006, Namin Shin

TU312 Rapid Acclimation: IBM’s Innovative Approach to Training New Employees Rapid Acclimation: IBM’s Innovative Approach to Training New Employees Mary Ann Bopp, Maura Wasson IBM Corporation 조직의 요구가 변화함에 따라 신입사원 교육이 어떻게 변해 왔는가: 2003년 이전, 2003년, 2005년

TU312 Rapid Acclimation: IBM’s Innovative Approach to Training New Employees New employee orientation…pre-2003 • Welcome to IBM!!! • Have a nice career!!! • Ist Day: Becoming One Voice orientation class

TU312 Rapid Acclimation: IBM’s Innovative Approach to Training New Employees IBM became a more complex business over the years… • $89.1B Company • 319K employees • Mobile workforce • Highly matrixed organization • Influx of new employees through strategic outsourcing deals and acquisitions • - e.g., the acquisition of the consulting “arm” of PwCC

TU312 Rapid Acclimation: IBM’s Innovative Approach to Training New Employees …and Becoming One Voice was no longer working • Two days of orientation training not adequate • New employees didn’t have a “go to” person to ask basic questions • “w3”-IBM’s intranet-was a great resource but overwhelming to new employees • Many new employees were remote from their manager and their peers • New employees didn’t feel “connected” to the company

TU312 Rapid Acclimation: IBM’s Innovative Approach to Training New Employees In 2003, we launched a new orientation program: Your IBM as a continuum of learning New IBM employee’s first year Meet with Manager Access to text-based e-learning New IBMer Website Connection Coach Day 1 Day 60-90 2-day Your IBM class On-going Manager guidance & support throughout program Periodic Measurements Reaction to training—Actions taken based on training—Impact to business

TU312 Rapid Acclimation: IBM’s Innovative Approach to Training New Employees Your IBM was initially well received • For the first 18 months since 2003 launch, over 90% global student satisfaction for the class • An impact study conducted for attendees in the U.S. from May 2003 – April 2005 showed results with high impact: • - 50% greater retention rate for Your IBM attendees • - Higher annual performance assessment ratings for Your IBM attendees

TU312 Rapid Acclimation: IBM’s Innovative Approach to Training New Employees Fast forward two years…IBM changes again • A changing on demand strategy • The introduction of IBM values • Market changes result in shift in hiring mix • - Extended reach into high growth markets (e.g., Brazil, China, India, and Russia) • - Outsourcing through business transformations and acquisition opportunities continued to be a major hiring force

TU312 Rapid Acclimation: IBM’s Innovative Approach to Training New Employees …and continued input from new IBMer’s suggested changes were needed in the orientation program • Some employees could not go to the class at 60 days due to workload and projects • The text-based e-learning was “boring” and too lengthy (60 hours) • Lack of consistent delivery around the world • Different countries deployed different variations of the program

TU312 Rapid Acclimation: IBM’s Innovative Approach to Training New Employees A newly enhanced Your IBM emerged New IBM employee’s first year Pre-employment Website Your IBM 2-day class Get laptop in class New IBMer Website Connection Coach Customized by audience Day 1 Day 1-120 Access to interactive e-learning Webcast touchpoint Webcast touchpoint Webcast touchpoint Webcast touchpoint Quarterly On-going Manager guidance & support throughout program Periodic Measurements Reaction to training—Actions taken based on training—Impact to business

TU312 Rapid Acclimation: IBM’s Innovative Approach to Training New Employees So what really changed??? 1. Pre-hire website 2. Moved class back to Day 1, including customized versions of class for different audiences and integration with business-unit new orientation 3. Continued concept of Connection Coach 4. Interactive e-learning with mastery testing, and customized learning paths for different audiences 5. Updated new IBMer website 6. Live quarterly “touchpoint” webcasts on topics of interest

TU312 Rapid Acclimation: IBM’s Innovative Approach to Training New Employees So what really changed??? 7. Structured content change management process 8. Consistent global implementation 9. Manager guidance to help support new IBMer 10. More robust measurement

TU312 Rapid Acclimation: IBM’s Innovative Approach to Training New Employees Sample Your IBM Results 2005

TU312 Rapid Acclimation: IBM’s Innovative Approach to Training New Employees Additional measures 2005

TU312 Rapid Acclimation: IBM’s Innovative Approach to Training New Employees Critical success factors in new hire orientation • The new employee’s manager plays a critical role in support of the program • First impression are lasting…Day 1 face-to-face makes a difference • Customization is key to meet the needs of various types of new employees

TU312 Rapid Acclimation: IBM’s Innovative Approach to Training New Employees How do you get started with your orientation program? • Get executive sponsorship • Get appropriate funding • Collect requirements/hold focus groups with managers, prior new employees, executives • Understand the needs of your business unit

TU312 Rapid Acclimation: IBM’s Innovative Approach to Training New Employees How do you get started with your orientation program? 5. If you are a global company, understand cultural differences and the needs of a global guidence 6. Involve content design specialists 7. Involve business unit and geographical partners in the design 8. Keep the content fluid and dynamic with a robust change management progress

E-Learning Learning as a Business Strategy Designing & Delivering Learning