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

2. 2 Shared Learning Services: Key Learnings

3. 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. 4 Distribution eLearning Account and Program Management Content Hosting Learning Applications Certification Content Design & Development Learning Content Management Custom Content Development Content Acquisition Supplier Contracts Management Curriculum Strategy & Design Capacity Planning Training Admin. Plateau Admin. Instructors Classrooms Learning Needs Analysis Logistics & Scheduling - Students, Materials, Facilities and Instructors Reporting Communications Enrollment Financial Transactions Learning Services

5. 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. 6 Learning Governance Models De Centralized 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 Centralized 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 Federated 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

7. 7 Federated Structure

8. 8 Shared Learning Services Learning Technologies LMS LCMS Virtual Classroom Pod/Video Casts Social Learning Tools Vendor Management Learning Technologies LMS LCMS Virtual Classroom Pod/Video Casts Social Learning Tools Vendor Management Learning Content Design and Development ISD / Story Board Creation Authoring / Assessment Enterprise Content Library Management / Integration Vendor Management 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 Administration / Operations Registration Services Class Optimization, & Reporting Classroom Management Financial Management Vendor Management Learning Strategy Business Goal Alignment Performance Consultation Needs Analysis Job/Competency Models Curriculum Planning Learning Project Mgmt. Learning Strategy Business Goal Alignment Performance Consultation Needs Analysis Job/Competency Models Curriculum Planning Learning Project Mgmt. Learning Delivery Facilitation Program Evaluation Surveys Learning Delivery Facilitation Program Evaluation Surveys 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

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

10. 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. 11 Key Components of Shared Learning Services Formalized work intake processes and project, resource, and cost tracking mechanisms 1. Portfolio Tracking and Management Continuous improvement mindset towards optimal efficiency 2. Operational Excellence Defined measures on the agreed commitments (quantities, service levels and budget) 3. Service Quality Ability to quantify and measure the cost of learning services/products delivered 4. Financial Stewardship Ability to scale workforce based upon work volume 5. Variable Workforce

12. 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. 13 Is Shared Learning Services a sly first step to Outsourcing? 3 rd 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. 14 Shared Learning Services Implementation Model Assess Design Develop Change / Implement Evaluate Assess DesignDevelop Change/ Implement Evaluate

15. 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. 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 3 rd party providers for selected services

17. 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. 18 Implement Create broad stakeholder buy-in Train and implement Highlight successes and mitigate challenges Communicate

19. 19 Evaluate Dashboards

20. 20 Questions

21. 21 Contact Information