Ramping the Knowledge Transfer. Presenter: Daniel Flynn APQC Knowledge Management Conference May

Transcription

1 1 Ramping the Knowledge Transfer Presenter: Daniel Flynn APQC Knowledge Management Conference May

2 2 Ramping the Knowledge Agenda A bit about Nalco How Technical Training and KM fit together at Nalco Where we started with technical training Where we are Ongoing development opportunities Why we do this Next steps

3 3 A Bit about Nalco an Ecolab Company North America 49% Sales 40% Employees 36% Plants Europe/Africa/Middle East 24% 22% 22% 17% 23% Latin America 29% 10% 15% 13% Asia/Pacific 17% 17% 23% 2,898 13% 13 8,000 field representatives 150 countries 60,000 customers

4 4 KM Strategic Approach 1. Understand Business Drivers And Priorities 2. Establish KM Approach To Facilitate Drivers 3. Deploy KM Approach KM Analytics 6. Exercise Insightful Judgment And Make Adjustments 7. Discuss Findings With Business Leaders Including Recommendations For Approach Adjustments 4. Collect Measurements & Data 5. Conduct Analysis And Identify Patterns 2013 Ecolab USA Inc. All Rights Reserved Adapted from APQC Paper - Knowledge Analytics, April 2012 Carla O Dell in Collaboration with the APQC Knowledge Management Advanced Working Group (AWG)

5 5 KM Application to Customer Environment Understand Business Drivers And Priorities Application of Partner Knowledge into Customer Process Data Collection Mechanical Discuss Findings With Business Leaders Including Recommendations For Approach Adjustments Information Interpretation (Knowledge Creation) Action Chemical Operational 2013 Ecolab USA Inc. All Rights Reserved Adapted from APQC Paper - Knowledge Analytics, April 2012 Carla O Dell in Collaboration with the APQC Knowledge Management Advanced Working Group (AWG)

6 6 KM Customer Knowledge Application and Feedback Loop Our Field Sales Engineer is Critical to the Success of the Interaction Do we quickly satisfy a Customer need? Do we provide a value driven differentiator to our Customer? 2013 Ecolab USA Inc. All Rights Reserved Adapted from APQC Paper - Knowledge Analytics, April 2012 Carla O Dell in Collaboration with the APQC Knowledge Management Advanced Working Group (AWG)

7 7 Field Training - Evaluation and Target 2000 Tribal approach to training Inconsistent regionally Difficult to deliver quality service No measures in place Present Global consistent approach Global consistent measure Easier to deliver quality service

8 8 Achieving Performance Takes Planning Dbubnoski via Wikimedia Commons CC-BY-SA-3.0 Moralist via Wikimedia Commons CC-BY-CC0 Ernst Poulsen via Wikimedia Commons CC-BY-SA-2.5 Gikü via Wikimedia Commons CC-BY-SA Ecolab USA Inc. All Rights Reserved

9 9 Prescriptive Knowledge Transfer

10 10 OnBoarding and Initial Training Field Based Primary Trainer Led Previous work experience Hired initially to a specific geography Primary Trainer facilitates self paced lessons Customer hands on daily basis Notes: Takes longer to build personal network Quality of training is directly proportional to quality of primary trainer Able to assume customer responsibilities quickly Washouts can adversely impact customers Office Based ASE Instructor Led Fresh graduates Centered in Naperville Program Coordinator Instructors are technical experts Hands on field trips every few weeks Networking Final work assignment based on need at end of course Notes: Well networked Well trained Longer to assume customer responsibilities Washouts don t impact customers

11 11 Prescriptive Weekly Focus Each Week Field Engineer There is a Theme Technical Reading Technical Question Sets Real Life Experience Administrative Training Account Management Experience Sales Training Safety Test or Review Each Week Primary Trainer Grades the Question sets Lines up the Real Life Experience, Account Management, Analytical Testing Reviews the Safety aspects Discusses the Test or Review

12 12 Progress is Tracked Progress is tracked by the primary trainer and shared between the primary trainer, new hire and manager

13 13 Trainees Utilize Many Resources Technical Reading Networking Communities Connections

14 Time Food & Beverage Institutional Manufacturing EHS Refining Upstream Chemical Power Mining Pulp & Paper Primary Metals 14 Training Progression Deep Skill Maintain ProSchool Refresh New Technology Focused Baseline Technical Skills & Softer Skills 26 Week Program

15 15 Manager Directed Development Developmental Milestones Training doesn t stop with new hires Each position has requirements, milestones and developmental gates Ongoing development lays in place the prerequisite for promotion The basic requirements extend across all field positions

16 Manager Directed Development Getting Started The manager uses the Curriculum when working on personal development plans with their representatives. Identify where they want to go and refer them to the Nalco Learning Center to complete e-learning items and register for Instructor Led Training sessions.

17 17 Manager Directed Development New Field Hire Primary Trainer Account Management Sales Management Common development for initial positions Specialization in later roles

18 Requirements and Milestones 2013 Ecolab USA Inc. All Rights Reserved

19 Learning Management System 2013 Ecolab USA Inc. All Rights Reserved

20 Learning Management System Reps Register for courses Check Training Path Complete Training Social collaboration Managers Check progress Compare reps and requirements Compare training data and business goals Content Developer System Admin Place courses & tests in system Ensure connection with CRM for key metrics Group courses in visual outlines (map) Manage access & security

21 21 Marketing Training The Same Technical Requirements Substitute Marketing for Sales Primary Trainer Led Specialization Product Marketing Industry Marketing Technical Marketing Equipment Automation

22 22 Why Pay So Much Attention to Training? Customer loyalty measurements against technical competency Do we provide a value driven differentiator to our Customer? Do we quickly satisfy a Customer need?

23 23 Next Steps Strengthening the critical touch points Technical material alignment ProSchool development Primary trainer training Mentoring Learning Management System Course development Improved access Mobile devices Networking Experts

24 24 Questions Ramping the Knowledge Transfer Birds of a Feather Lunch Friday May 3 rd Daniel Flynn - Principal Consultant at Nalco an Ecolab Company dflynn@nalco.com Connect with Dan on LinkedIn 2013 Ecolab USA Inc. All Rights Reserved Nalco and the logo are trademarks of Nalco Company Ecolab is a trademark of Ecolab USA Inc. All other trademarks are the property of their respective owners