1. JOURNEY TO GPS

2. Shifting Our Focus
FROM TO
“You can’t teach people everything they need to know; the best you can do is position them where they can find what they need to know when they need to know it.”
–Seymour Papert (MIT)
Focus
70%
70%
20%
20%
10%
10%
Focus
Performance Support leads the way in shifting our focus
from traditional training to experiential learning
9/20/2018
JOURNEY TO GPS

3. Why GPS?
Enables people to achieve better, more consistent results through
Organizational and individual agility/rapid response to change
Speed to access knowledge or expertise
Sustained performance change
Dynamic process improvement
9/20/2018
JOURNEY TO GPS

4. Taco Bell Case Study
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JOURNEY TO GPS

5. CSL/SRL/”Answer System” binders
Circa 2007
The system is a mess
Very few Brands/BMU keep content current
Same content appears in more than 1 place
In multiple places in the Standards Libraries
In multiple training components
Standards and training components get out of alignment with multiple “owners”
Continual creation and reinventing of training tools
The same content is translated every time it appears
CSL/SRL/”Answer System” binders
Job Aids
Checklists
Learning Aids
Videos
Standards pages
Native content typically resides in the possession of many individuals
Content is
re-created to produce many different tools
Assessments
Procedure Summaries
Workbooks
Leader’s Guides
Procedures
C.H.A.M.P.S.
Check
Forms
Quizzes
9/20/2018
JOURNEY TO GPS

6. Circa 2011
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JOURNEY TO GPS

7. An Implicit Promise
Employees of a hip Fortune 500 expect (and demand) a well organized, universal interface to all the content and services of Taco Bell. (We were breaking that promise in many ways)
Comprehensive
Contextual
Integrated
Personalized
Consistent
Adaptable
Easy to Use
Fast
Social
Secure
Portable
9/20/2018
JOURNEY TO GPS

8. Our Goals Turn content into communities
Tear down the learning silo and put the knowledge into context
Plan for training, but design as if there will be none.
Get out of the culture that makes training necessary. (Acronyms, shell games, and branded English)
A library without a librarian is a pile of books – get help.
Think outside the box, the bun, the business, the industry. We borrowed solutions originally used in oil and gas, pharmaceuticals, aerospace and defense and applied them to business of making Tacos.
PDF’s kill kittens! Embrace the web.
9/20/2018
JOURNEY TO GPS

9. Next Step In That Journey
BEFORE
AFTER
Taco Bell Portal
9/20/2018
JOURNEY TO GPS

10. The Four Tabs - Overview
Home personalized news and announcements Workspace collaboration, dashboards, and role based tools and resources to do your job Life and Career benefits, training and career development and services the company provides you Our Company a comprehensive directory that tells the brand story
Personalized, Localized, and Secure
Comprehensive and Global
9/20/2018
JOURNEY TO GPS

11. “The” Doritos Locos Taco Page
Strategy and Roadmap
SEEN BY FEW USERS
Financial Data
Marketing Materials
Answer System Content
Comments and Feedback
ALL USERS
9/20/2018
JOURNEY TO GPS

12. Critical Milestones In the Journey
Siloed Cross Functional Project Work FOH, BOH Management Systems Integration and Filter
Training Led Content Process Owner Accountability
One content repository, multiple output options
Architect content to fit delivery method
9/20/2018
JOURNEY TO GPS

13. Key Next Steps… Complete Portal Transition
Put information architect and cross functional team in place
Finalize and execute governance
Transition Answer System Content
Launch continuous improvement strategy and tools
Finish “cleaning” existing content
Publish content in portal
Complete and Implement RGM E-Learning Curriculum
Provide TACO – Tube functionality in portal
9/20/2018
JOURNEY TO GPS

14. Discussion Questions Portal Governance: Change Management:
If you had one “do over” what would it be and why?
What one thing would you recommend for success?
Change Management:
Explain one way you were successful in engaging end users?
How do you reduce the need for change management?
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JOURNEY TO GPS

15. Contact Information
Cindy Bagwell – Mary Woolf –
9/20/2018