Shared Learning Services : Key Learnings Session 102 November 9, 2009

1. Shared Learning Services: Key LearningsSession 102November 9, 2009

2. Shared Learning Services: Key Learnings

3. Agenda • What is Shared Learning Services? • What are the key business drivers “fueling” Shared Learning Services? • What are the challenges? What are the change management issues? • Shared Learning Services = Outsourcing • Implementation Model

4. Learning Services Content Design & Development Classrooms Curriculum Strategy & Design ContentHosting Instructors Custom Content Development eLearning Distribution Supplier Contracts Management Enrollment Content Acquisition Logistics & Scheduling - Students, Materials, Facilities and Instructors Training Admin. Financial Transactions LearningNeedsAnalysis Account and ProgramManagement Plateau Admin. Reporting Learning Applications Capacity Planning Communications Certification Learning Content Management

5. Shared Learning Services: What is it? • Shared Learning Services • A structure and governance model for coordinating, managing, delivering and measuring an organization’s core learning services • Shifts common activities from individual business units to a centralized operation to reduce costs and improve service quality • Improves overall efficiency and control while giving every business unit access to functionally deep and talented resources

6. Learning Governance Models De Centralized Federated Centralized • Centralized learning organization develops enterprise programs, sets standards, and manages enterprise learning systems • Business Units responsible for local learning strategy alignment / development as well as learning delivery for BU specific functional learning • Business units (BU) own and operate independent learning teams • Each learning team manages their own budgets, metrics, resources, learning systems and 3rd party vendors • Increases organizational redundancy / Decreases bureaucracy • Control over all aspects of Learning through a single centralized learning organization reporting to CLO • Accountability for enterprise-wide budget, metrics, resources, systems and 3rd party vendors • Reduces redundancy / Increases bureaucracy

7. Federated Structure

8. Shared Learning Services • Shared Learning Services • Shifts common activities from individual business units to a centralized operation to reduce costs and improve service quality • Improves overall efficiency and control while giving every business unit access to functionally deep and talented resources • Learning Strategy • Business Goal Alignment • Performance Consultation • Needs Analysis • Job/Competency Models • Curriculum Planning • Learning Project Mgmt. • Learning Content Design and Development • ISD / Story Board Creation • Authoring / Assessment • Enterprise Content Library Management / Integration • Vendor Management • Learning Administration / Operations • Registration Services • Class Optimization, & Reporting • Classroom Management • Financial Management • Vendor Management • Learning Technologies • LMS • LCMS • Virtual Classroom • Pod/Video Casts • Social Learning Tools • Vendor Management • Learning Delivery • Facilitation • Program Evaluation • Surveys

9. Key Business Drivers • Cost • Efficiency • Consistency • Governance • Common User Experience

10. 2008 Learning Governance Survey – Key Findings 86% of organizations do not have an enterprise-wide plan for learning that spans the organization More than two-thirds (69%) say that learning roles and responsibilities are not optimally aligned across the organization (suggesting improvements needed) 89% report low to moderate consensus on how to evaluate the learning function 70% of respondents indicated having established a ‘shared services’ role for learning in their organization (underscoring this capability as an emerging ‘best practice’)

11. Key Components of Shared Learning Services 1. Portfolio Tracking and Management • Formalized work intake processes and project, resource, and cost tracking mechanisms 2. Operational Excellence • Continuous improvement mindset towards optimal efficiency 3. Service Quality • Defined measures on the agreed commitments (quantities, service levels and budget) 5. Variable Workforce • Ability to scale workforce based upon work volume 4. Financial Stewardship • Ability to quantify and measure the cost of learning services/products delivered

12. Shared Learning Services: Challenges • Alignment • Operating Model • Metrics / ROI • Bureaucracy • GLOs – Guerilla Learning Organizations • Change Management • Loss of Control / Oversight • Perception of Quality • Uniqueness

13. Is Shared Learning Services a sly first step to Outsourcing? • 3rd party comparisons (costs, operating model, capabilities, etc) are easier to evaluate • Organizational change management issues regarding migration to Shared Learning Services model / outsourcing partner are similar

14. Shared Learning Services Implementation Model Design Develop Assess Change/ Implement Evaluate • Assess • Design • Develop • Change / Implement • Evaluate

15. Assess • Identify the key stakeholders who represent learning, business lines, etc. • Assess current training needs, practices and business drivers • Assess overall learning infrastructure and services (programs, systems, headcount, vendors, etc.) • Assess effectiveness of current Learning Governance Model • Identify organizational redundancies, efficiency and cost savings opportunities • Create Business Case

16. Design Learning Services Organization • Determine future state Governance Model • Align “centralized” Learning Services against Governance model; account for localization requirements • Design Learning Services Organization • Portfolio Tracking and Management • Operational Excellence • Financial Stewardship • Service Quality • Variable Workforce • Identify opportunities to partner with 3rd party providers for selected services

17. Develop • Facilitate the process of getting key stakeholders to buy-in to a strategic vision for learning services • Develop a Learning Services organization that is aligned with strategic vision • Develop processes to optimize investment and re-use of training assets and resources across the enterprise • Establish guidelines and standards for the tracking and measurement of training activity, spend, resource and vendor utilization, content re-use, and effectiveness • Develop processes and tools that generate transparency of training offerings, participation, roles, costs, and results • Create vendor strategy, processes, rationalization • Establish management and maintenance processes • Create evaluation, feedback and effectiveness measures • Create an change management / implementation strategy for the Learning Services organization

18. Implement • Create broad stakeholder buy-in • Train and implement • Highlight successes and mitigate challenges • Communicate

19. Evaluate • Dashboards

20. Questions

21. Contact Information