Growing OUR Potential with Waste Management University Our Transformation to a High Performance Organization

YOUR LEARNING POTENTIAL EARNING Continuous Learning Development of Our People = Competitive Advantage Continuous Learning Environment (CLE) aligning the Right People to Right Resources - Right Now!

Directors/Sr. Mgr.Consultants Instructor Designers Delivery WMU Learning Support Services CORPORATE CUSTOMER EXPERIENCE INFORMATION TECHNOLOGY LEADERSHIP SALES/MARKETING OPERATIONS ORGANIZATIONAL DEVLOPMENT OUR Future Learning Strategy Solutions Strategy, Concepting Branding, Marketing Developers Tech Writing/Copywriting QA/QC Storyboard dLearning Communities of Practice (COPs) vILT production Connected Classroom Innovation/ Resourcing Research development Vendor management Resource management Cloud services LMS Management QA/QC Solutions Technology

Learner Profiles Communicates type of learner each client has Focused on learning methods and behaviors of each line of business Measurement Strategy Communicates goals and strategy to developing ROI on learning Focused on lead indicators that effect organizational goals Client Profiles Communicates clients needs and expectations to team Focused on meeting needs of each area of business OUR Seeds to Grow Our Potential KNOWEXTRACTINNOVATE Cloud Services Keep business partners informed Keep development cost down Enhance and support workflow Increase productivity Enterprise Collaboration Deliver services that continues to nurture and grow our business Focus on new ways to collaborate on all levels of interaction Connecting one instructor led training opportunity to many Focused on maximizing resources while delivering consistency Communities of Practice Leveraging resources to impact enterprise learning initiatives Focused on collaborating to meet collective needs vILT Platform Create engaging virtually instructor led training experience Focused on maximizing resources while delivering consistency Shared Services Collaborative environment that allows team to play to strengths Focused on maximizing resources to delivery greater impact Connected Classroom

WMU Portfolio Enterprise CollaborationShared ServicesCommunities of PracticeCloud ServicesMeasurement Strategy Description of program New Hire Orientation Communities of PracticevILT PlatformShared ServicesEnterprise CollaborationConnected ClassroomMeasurement StrategyCloud Services Description of program Gatehouse Professional Communities of PracticevILT PlatformShared ServicesMeasurement StrategyEnterprise Collaboration Description of program OUR Transformation IN DEVELOPMENT ACTIVE

OUR Competitive Advantage - CLE Continuous Learning Environment allows us to: KNOW our company EXTRACT and MAXIMIZE on all available resources INNOVATE our learning community like never before TRANSFORM into a High Performance Organization

OUR Training - Formal vs. Informal Formal Historically, highly structured training that is PUSHED out to the organization Informal Information learners PULL from at the moment of need Can consist of formal training but could also be as simple as a job aid, document, video, website, blog, etc. Objective is focused on creating reasons to PULL content

OUR Present State - Push 90% Formal Training Register for Learning Events/Opportunities Instructor Led (ILT), Virtual Instructor Led (vILT), Web-based (WBT), On-the-Job (OJT), Books 24/7, Knowledge Centers, Participant Guides/Job Aids All training is tracked and reported in LMS 10% Informal (Performance Based) E-Snack/E-Shot, Videos/YouTube, Chatter (SFDC), SharePoint/Visor

OUR Future State – Push/Pull 60% Formal Training Right-sized into smaller, digestible chunks Available at moment of need 40% Informal (Performance Based) Addition of Learning/Knowledge Portals, Communities of Learning (COLs), Wikis, Blogs, Forums, Expert Directories, Social Networks, Coaching & Mentoring, Post/Chatter/Lync Create and Capture Push/Pull of Content Measured toward overall organizational goals

Building OUR Future Today

Organization, Governance, and Management Learning Architecture Leadership Development Management Career Development Technical Professional Onboarding Compliance Customer Service Sales Project and Process Product Knowledge Customer Education Channel Training Systems IT Skills Leadership Development Management Career Development Technical Professional Onboarding Compliance Customer Service Sales Project and Process Product Knowledge Customer Education Channel Training Systems IT Skills LEARNING PROGRAMS LMS, LCMS Learning Portals Talent Mgt System Content Development Content Management Collaboration Social Networking Rich Media Mobile Assessments Search Tagging Performance Support Virtual Classroom Reporting and Analyst Measurement Systems LMS, LCMS Learning Portals Talent Mgt System Content Development Content Management Collaboration Social Networking Rich Media Mobile Assessments Search Tagging Performance Support Virtual Classroom Reporting and Analyst Measurement Systems TOOLS & TECHNOLOGY Executive Support Development Planning Knowledge Sharing Customer Listening Innovation Programs Employee Feedback Learning from Mistakes Performance and Talent Management Learning Integrated with Business Planning Mentoring and Knowledge Sharing Executive Support Development Planning Knowledge Sharing Customer Listening Innovation Programs Employee Feedback Learning from Mistakes Performance and Talent Management Learning Integrated with Business Planning Mentoring and Knowledge Sharing CULTURE Performance Consulting Instructional Designs Information Architecture Knowledge Management Content Development Program Management Change Management Community Management Measurement and Evaluation Business Intelligence Performance Consulting Instructional Designs Information Architecture Knowledge Management Content Development Program Management Change Management Community Management Measurement and Evaluation Business Intelligence DISCIPLINES E-Learning/E-Snack/E-Shot Search/Google Books, Articles, Job Aids Videos/Mobile/YouTube Podcasts Learning/Knowledge Portals E-Learning/E-Snack/E-Shot Search/Google Books, Articles, Job Aids Videos/Mobile/YouTube Podcasts Learning/Knowledge Portals Wikis, Blogs, Forums Expert Directories Social Networks Communities of Practice Events/Conference Coaching & Mentoring Post/Chatter/Lync Wikis, Blogs, Forums Expert Directories Social Networks Communities of Practice Events/Conference Coaching & Mentoring Post/Chatter/Lync Performance Support Feedback Rotational Assignments After Action Reviews Quality Circles Development Planning Performance Support Feedback Rotational Assignments After Action Reviews Quality Circles Development Planning Formal Informal Instructor Led Training Virtual Classroom/Webcast On-the-Job Training (OJT) Event/Conference/Convention Games/Simulations Testing & Evaluation E-Learning Instructor Led Training Virtual Classroom/Webcast On-the-Job Training (OJT) Event/Conference/Convention Games/Simulations Testing & Evaluation E-Learning On-Demand Social Embedded APPROACHES JobsRolesCompetenciesProficienciesPreferencesDemographicsGeographies Business Problems JobsRolesCompetenciesProficienciesPreferencesDemographicsGeographies Business Problems AUDIENCE & PROBLEMS On-Demand Social Embedded CULTURE On-Demand Social Embedded WMU Learning Enterprise Learning Framework

90% Formal 10% Informal WHAT WE USE/DO: Instructor Led Training Virtual Classroom/Webcast On-the-Job Training (OJT) Job Shadowing Event/Conference/Convention Testing & Evaluation E-Learning Books 24/7 KnowledgeCenters General Physics CATU, MACKU, TBD LEAP Competencies/Role Based Curriculums Learning Assets Search Participate Guides / Job Aids WHAT IS AVAILABLE/TO COME: Academies (TBD) Games/Simulations Competencies/Role Based Curriculums WHAT WE USE/DO: Instructor Led Training Virtual Classroom/Webcast On-the-Job Training (OJT) Job Shadowing Event/Conference/Convention Testing & Evaluation E-Learning Books 24/7 KnowledgeCenters General Physics CATU, MACKU, TBD LEAP Competencies/Role Based Curriculums Learning Assets Search Participate Guides / Job Aids WHAT IS AVAILABLE/TO COME: Academies (TBD) Games/Simulations Competencies/Role Based Curriculums LMS CONNECT PRESENT STATE WHAT WE USE/DO: E-Snack/E-Shot Videos/YouTube Chatter (SFDC) SharePoint / Visor Communities of Practice (COPs ) (Gatehouse Professional) WHAT IS AVAILABLE/TO COME: WHAT WE USE/DO: E-Snack/E-Shot Videos/YouTube Chatter (SFDC) SharePoint / Visor Communities of Practice (COPs ) (Gatehouse Professional) WHAT IS AVAILABLE/TO COME: Connect Core Collaborate Push Collect Push/Pull TALENT ONLY: Facebook LinkedIn Twitter TALENT ONLY: Facebook LinkedIn Twitter

PushPush/Pull 60% Formal 40% Informal WHAT WE USE/DO: Instructor Led Training Virtual Classroom/Webcast On-the-Job Training (OJT) Job Shadowing Event/Conference/Convention Testing & Evaluation E-Learning Books 24/7 KnowledgeCenters General Physics CATU, MACKU, TBD LEAP Competencies/Role Based Curriculums Learning Assets Search Participate Guides / Job Aids Academies (TBD) Games/Simulations Competencies/Role Based Curriculums WHAT IS AVAILABLE/TO COME: WHAT WE USE/DO: Instructor Led Training Virtual Classroom/Webcast On-the-Job Training (OJT) Job Shadowing Event/Conference/Convention Testing & Evaluation E-Learning Books 24/7 KnowledgeCenters General Physics CATU, MACKU, TBD LEAP Competencies/Role Based Curriculums Learning Assets Search Participate Guides / Job Aids Academies (TBD) Games/Simulations Competencies/Role Based Curriculums WHAT IS AVAILABLE/TO COME: LMS CONNECT FUTURE STATE WHAT WE USE/DO: Learning/Knowledge Portals E-Snack/E-Shot Videos/YouTube Chatter (SFDC) SharePoint / Visor Wikis, Blogs, Forums Expert Directories Social Networks Coaching & Mentoring Post/Chatter/Lync Communities of Practice (COPs ) (Gatehouse Professional) Performance Support Feedback Rotational Assignments After Action Reviews Quality Circles Development Planning WHAT IS AVAILABLE/TO COME: WHAT WE USE/DO: Learning/Knowledge Portals E-Snack/E-Shot Videos/YouTube Chatter (SFDC) SharePoint / Visor Wikis, Blogs, Forums Expert Directories Social Networks Coaching & Mentoring Post/Chatter/Lync Communities of Practice (COPs ) (Gatehouse Professional) Performance Support Feedback Rotational Assignments After Action Reviews Quality Circles Development Planning WHAT IS AVAILABLE/TO COME: Collaborate Core Contribute Create Collect Connect SHARED: Facebook LinkedIn Twitter SHARED: Facebook LinkedIn Twitter

Leadership Development Management Career Development Technical Professional Onboarding Compliance Customer Service Sales Project and Process Product Knowledge Customer Education Channel Training Systems IT Skills Leadership Development Management Career Development Technical Professional Onboarding Compliance Customer Service Sales Project and Process Product Knowledge Customer Education Channel Training Systems IT Skills LEARNING PROGRAMS LMS, LCMS Learning Portals Talent Mgt System Content Development Content Management Collaboration Social Networking Rich Media Mobile Assessments Search Tagging Performance Support Virtual Classroom Reporting and Analyst Measurement Systems LMS, LCMS Learning Portals Talent Mgt System Content Development Content Management Collaboration Social Networking Rich Media Mobile Assessments Search Tagging Performance Support Virtual Classroom Reporting and Analyst Measurement Systems TOOLS & TECHNOLOGY E-Learning/E-Snack/E-Shot Search/Google Books, Articles, Job Aids Videos/Mobile/YouTube Podcasts Learning/Knowledge Portals E-Learning/E-Snack/E-Shot Search/Google Books, Articles, Job Aids Videos/Mobile/YouTube Podcasts Learning/Knowledge Portals Wikis, Blogs, Forums Expert Directories Social Networks Communities of Practice Conference & Colloquium Coaching & Mentoring Post/Chatter/Lync Wikis, Blogs, Forums Expert Directories Social Networks Communities of Practice Conference & Colloquium Coaching & Mentoring Post/Chatter/Lync Performance Support Feedback Rotational Assignments After Action Reviews Quality Circles Development Planning Performance Support Feedback Rotational Assignments After Action Reviews Quality Circles Development Planning Formal Informal Instructor Led Training Virtual Classroom/Webcast On-the-Job Training (OJT) Event/Conference/Convention Games/Simulations Testing & Evaluation E-Learning Instructor Led Training Virtual Classroom/Webcast On-the-Job Training (OJT) Event/Conference/Convention Games/Simulations Testing & Evaluation E-Learning On-Demand Social Embedded APPROACHES Connect Collaborate Core Contribute Create

WMU Learning Alignment Process INNOVATE. Grow YOUR Potential

Program Title: NEXIQ Input: WBTTarget Audience: Fleet TechniciansNumber Trained: 3,000 Business Objectives: 25% decrease in truck tows based on COMPASS, Increase in the use of the NEXIQ Computers Results Level 1: Planned/Unplanned Reaction Level 2: Learning Level 3: Application Levels 4 & 5: Tangible Impact & ROIIntangible Benefits Satisfaction Rate 4.2 Completion Rate 82% N/A $76,800 savings Decreased tows from 492 to % decrease in tows in one year. Increased technician know-how and morale Decrease in support calls Decrease in service route down time Technique to Isolate Effects of the Learning Program: Unable to isolate effect. Technique to Convert Data to Monetary Value: Tow truck cost average $400 Fully Loaded Program Cost: $43,000 Barriers to Application of Skills: Shop design and workflow, technician computer literacy Recommendations: Continue to support current program and review in 1 year WMU Learning Micro Scorecard INNOVATE. Grow YOUR Potential

WMU Learning Macro Scorecard Course TitleBusiness ObjectiveAlignment with WM Strategy L1 (Scale1-5) L2 (Scale1-100) L3L4L5 Code of ConductRisk AvoidanceCompliance4.191% Camera AuditIncrease internal controlsExtract more value from our Finance resources % Pass 48% CCR completions $60K per year reduction of theft EEARisk avoidance, pass external audit Compliance4.9 Pass external audit EEORisk AvoidanceCompliance4.3 FCPARisk AvoidanceCompliance3.8 LTIPRoll out the 2012 LTIP program to participants Extract more value4.0 PACEIncrease use of People Manager Self Service Increase use of People 3.0 NEXIQ25% decrease in truck tows Extract more value from our fleet technicians 4.282% $78K savings Average Level of Results INNOVATE. Grow YOUR Potential