1. Copyright Learning Forte Ltd. 2009 Gordon Bull Learning Forte Limited

2. Copyright Learning Forte Ltd. 2009 Before, During and After

3. Copyright Learning Forte Ltd. 2009 Before, During and After

4. Copyright Learning Forte Ltd. 2009 Can the Before, During & After Model help the learning function add business value to the organisation ? 1.Yes, greatly 2.Yes, somewhat 3.Neither adds or detracts (neutral) 4.No – slightly distractive 5.Very distractive

5. Copyright Learning Forte Ltd. 2009 Case Study 1: Vodafone Corporate Sales Academy Creating A World Class Sales Team

6. Copyright Learning Forte Ltd. 2009 Why? Business Transformation –Simple SIM/Handset sales to complex business system solution sales: What? Stopped existing sales training programme - Needed to understand full implications of data solution sales. Researched solution sales type industries, particularly IT Defined ‘Customer Relationship Selling (CRS) in full, behaviours, skills & knowledge Developed our own ‘Skill Circle’ & ‘World Class Sales Model’ Re-defined job roles – Developed functional competence model Repositioned to drive data solution sales, whilst retaining & growing voice revenue Refocused around customer, restructuring of Service Delivery support

7. Copyright Learning Forte Ltd. 2009 Analyse Customers Sectors &Markets Business Awareness Analytical Skills Industry Knowledge Management Structures Develop Relationships at Multi Touch Points Board Level Communication - Business Language Networking Consultancy Strategic Planning With Customers Positioning Of Vodafone in Account Strategic Planning Stake Holder Analysis/Top Team Objective Setting - Account Action Planning Sell & Negotiate At All Levels Basic Selling to Advanced Selling Board Room Negotiation Presenting Solutions Account Management Lead Virtual Teams Project Man. Complex Solution Sales Leadership Facilitation Project Management Coaching

8. Copyright Learning Forte Ltd. 2009

9. CRS Capability Action Plan - Individuals discussed feedback with managers & identified development needs Created Personal Development Plans, using Sales Academy opportunities Team level, started to identify poor performers for potential performance management action & for our top performers started to look at account re- alignment & succession planning

10. Copyright Learning Forte Ltd. 2009 Measuring the Success of the Sales Academy Business level : –Corporate Sales Targets, 10% inc in Voice Revenue, 6% inc in SMS Revenue & 700% inc in Data Revenue Individual level : –360 Degree assessment of CRS behaviours –Learning from interventions - Transfer of learning to job performance –Effect upon relationships within Accounts –Measuring selling capability –Measuring the effect on Employee Satisfaction General Level: –Academy site access and usage –Reaction to interventions in Academy

11. Copyright Learning Forte Ltd. 2009 Sales Academy Critical Success Factors Key sponsorship and leadership from Sales Director Sales Academy and people capability, integrated into a wider organisational development project within Corporate Sales Planned communication strategy which included conferences, management briefings, voice push, e-Mailer, letters to home addresses, leaflets & email. Business outcomes focussed

12. Copyright Learning Forte Ltd. 2009 Do you think the Sales Academy solution positioned the learning function to add business value? 1.Yes, definitely 2.Yes, somewhat 3.Not sure 4.Not very much value 5.No, not at all

13. Copyright Learning Forte Ltd. 2009 Case Study 2: American Express International Call Centre Operations

14. Copyright Learning Forte Ltd. 2009 What’s important in a Call Centre Operation?

15. Copyright Learning Forte Ltd. 2009 What’s important in a Call Centre Operation? Call length Staff Satisfaction Repeat Calls Staff Turnover First Call Resolution Content Accuracy Call waiting time Agent Utilisation All drive Customer Satisfaction

16. Copyright Learning Forte Ltd. 2009

17. Before Stage - Top down and Bottom up Overall Business Goals Realities at the sharp end Superior Customer Services Competitive Products Market Leader Realities at the sharp end Many product variants Constant changes & updates 10 a day 2,500 a year! Huge need for rapid content development and frequent updating But…. Overload!

18. Copyright Learning Forte Ltd. 2009 The Solution SMEs

19. Copyright Learning Forte Ltd. 2009 The Results: Less time off the floor in the classroom – Higher Agent Utilisation More Accurate information – Higher 1 st time call resolution Reduced repeat call Reduced call waiting time Overall call times reduced Higher staff satisfaction – reduced staff turnover Added Business Value

20. Copyright Learning Forte Ltd. 2009 Do you think the Amex Performance Support solution positioned the learning function to add business value? 1.Yes, definitely 2.Yes, somewhat 3.Not sure 4.Not very much 5.No, not at all

21. Copyright Learning Forte Ltd. 2009 After this presentation, will you be doing anything different in your role? 1.Definitely – adopting Before, During & After 2.Yes, possibly – want to find out more 3.Not sure 4.No change

22. Copyright Learning Forte Ltd. 2009 How valuable has this presentation been to you? 1.Very 2.Somewhat 3.Not very 4.Not at all

23. Copyright Learning Forte Ltd. 2009 Questions gordon.bull@learningforte.com