Creating a Learning Strategy for Maximum Impact

Transcription

1 Creating a Strategy for Maximum Impact Marty Rosenheck, Ph.D., Director, Talent Development Consulting 2018 e Brothers Custom LLC All Rights Reserved Entire presentation Copyright 2017 Cognitive Advisors LLC All Rights Reserved

2 If you don't know where you are going, you'll end up someplace else. Yogi Berra 2

3 Agenda Case Example Water Quality Association Apply Strategy Template 3

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5 Strategy Template 2018 e Brothers Custom LLC All Rights Reserved Results Performance Enablement Leaders Executives Stakeholders Experts Master Practitioners and Dev Professionals Guidance Value to Organization Competence Proficiencies Path Action Outcomes Employee Experiences Support Measurements Analytics Manager Coach Peers Content Performance Support Tools Context Organizational Technology Ecosystem Cultural Disciplines Design Thinking Science Experience Design

6 Modular Education Program Foundational Basics Fundamentals Office/Support Staff Sales Designers Installers Service Technicians Core Sales (Certified Water Treatment Rep) Design (Certified Water Specialist) Installation (Certified Installer) Service (Certified Service Tech) Advanced Master Water (Master Water Specialist) Master Service (Master Service Tech)

7 Mobile SaaS software that optimizes the development of workplace skills that lead to business results Manages and tracks learning paths that include formal, informal, and on-the job learning (OJL) Provides a targeted Nano-Coaching Feedback Cycle TM Automates tracking, reporting, accountability, and analytics

8 Copyright 2017 Cognitive Advisors LLC All Rights Reserved

9 Water Quality Association (TREK screen shots from an Android phone) New sales rep logs in Sees 3 assigned learning paths 9

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12 Sales rep touches the Sale Rep Certificate and it expands out to show one assigned badge with three learning activities. He selects the third Perform a Water Test. 12

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16 He looks at a quick video on how to conduct a water test. (TREK can link to any relevant proprietary customer or outside content just in time, at the teachable moment.) 16

17 Now he conducts the test and records his results. He uses the sensors of the mobile device to capture and track realworld work product. In this case he takes a picture with his phone s camera and uses the GPS to show that he was on the customer s site. 17

18 He takes the picture, which is uploaded into TREK. When he submits it, his coach or supervisor is sent a notification that he needs to review the Sales Rep s work and provide feedback. 18

19 Coach s View The coach got the notification so he logs on to his phone. He reviews the submission of work from the Sales Rep including the photo. The coach is given guidelines and the info needed to make it easy to give good feedback. The coach can approve the work or tell rep to try it again. 19

20 When the Sales Rep completes the requirements and shows that he can actually do the job, he earns a badge. The badge is authenticated and, when clicked, it shows the evidence of accomplishment. 20

21 What you want to hear: I enthusiastically recommend the program. It s a great tool for both new and experienced people. WQA Member Company Owner 21

22 Strategy Template 2018 e Brothers Custom LLC All Rights Reserved Results Performance Enablement Leaders Executives Stakeholders Experts Master Practitioners and Dev Professionals Guidance Value to Organization Competence Proficiencies Path Action Outcomes Employee Experiences Support Measurements Analytics Manager Coach Peers Content Performance Support Tools Context Organizational Technology Ecosystem Cultural Disciplines Design Thinking Science Experience Design

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24 Strategy Template 2018 e Brothers Custom LLC All Rights Reserved Results Performance Enablement Leaders Executives Stakeholders Experts Master Practitioners and Dev Professionals Guidance Value to Organization Competence Proficiencies Path Action Outcomes Employee Experiences Support Measurements Analytics Manager Coach Peers Content Performance Support Tools Context Organizational Technology Ecosystem Cultural Disciplines Design Thinking Science Experience Design

25 Strategy Template 2018 e Brothers Custom LLC All Rights Reserved Leaders Results Board Performance of Directors Enablement Executive Director Executives Member Experts Company Owners/Execs and Dev Stakeholders Master Education Practitioners Director Professionals Guidance Value to Organization Competence Proficiencies Path Action Outcomes Employee Experiences Support Measurements Analytics Manager Coach Peers Content Performance Support Tools Context Organizational Technology Ecosystem Cultural Disciplines Design Thinking Science Experience Design

26 Strategy Template 2018 e Brothers Custom LLC All Rights Reserved Results Performance Enablement Leaders Executives Stakeholders Experts Master Practitioners and Dev Professionals Guidance Value to Organization Professionalism Credibility Competence with State Regulators Member Proficiencies Company Employee Skilled/Certified Path Adoption and Financial ROI Action Outcomes Employee Experiences Support Measurements Analytics Manager Coach Peers Content Performance Support Tools Context Organizational Technology Ecosystem Cultural Disciplines Design Thinking Science Experience Design

27 Strategy Template 2018 e Brothers Custom LLC All Rights Reserved Results Performance Enablement Leaders Executives Stakeholders Experts Master Practitioners and Dev Professionals Guidance Value to Organization Competence Proficiencies Path Action Support Context Outcomes Measurements Analytics Organizational Increased market share revenue State Employee recognition Experiences Employees pass certification exams Growing membership Manager Content Coach Performance Support Peers Tools Technology Ecosystem Cultural Disciplines Design Thinking Science Experience Design

28 Strategy Template 2018 e Brothers Custom LLC All Rights Reserved Results Performance Enablement Leaders Executives Stakeholders Experts Master Practitioners and Dev Professionals Guidance Value to Organization Competence Proficiencies Path Action Outcomes Employee Experiences Support Context Measurements Analytics Organizational Manager Content Increased Coach speed to proficiency Performance Support Number Peers of States that recognize Tools Number of certified employees Technology New members, Ecosystem renewals, revenue to Cultural WQA Disciplines Design Thinking Science Experience Design

29 Proficiency Time Speed to Proficiency 100% Proficiency 80% Proficiency

30 Strategy Template 2018 e Brothers Custom LLC All Rights Reserved Results Performance Enablement Leaders Executives Stakeholders Experts Master Practitioners and Dev Professionals Guidance Value to Organization Competence Proficiencies Path Action Outcomes Employee Experiences Support Measurements Analytics Manager Coach Peers Content Performance Support Tools Context Organizational Technology Ecosystem Cultural Disciplines Design Thinking Science Experience Design

31 31 Experts or Master Practitioners Harvest Experiences & Knowledge

32 Goal: Be like the Expert/Proficient Practitioner Expert Knowledge Organization and Solution Process The target I wanna be like Mike! Taxonomy of Cases Prototypical cases and variations Common and uncommon Simple to complex Cases Provide Raw Material Build experiences, scenarios, stories, challenges path 32

33 Strategy Template 2018 e Brothers Custom LLC All Rights Reserved Results Performance Enablement Leaders Executives Stakeholders Experts Master Practitioners and Dev Professionals Guidance Value to Organization Competence Proficiencies Path Action Outcomes Employee Experiences Support Measurements Analytics Manager Coach Peers Content Performance Support Tools Context Organizational Technology Ecosystem Cultural Disciplines Design Thinking Science Experience Design

34 Badges Competence Proficiencies Water Diagnosis Badge Diagnose Water Problems Greet customer properly Explain service call process Assess water problems through asking questions Determine whether water or health issue Assess visual clues of customer problem Conduct a complete water test (i.e. hot and cold) Read a water test Interpret water quality test Determine steps to take following water test Determine causes of water problems Solution Recommendations Badge Identify Solutions: Select Best Fit/Option for Customer s Needs Determine which codes apply Size and estimate job Determine Location for Equipment (following codes, manufacturer guidelines, access for service) 34

35 Strategy Template 2018 e Brothers Custom LLC All Rights Reserved Results Performance Enablement Leaders Executives Stakeholders Experts Master Practitioners and Dev Professionals Guidance Value to Organization Competence Proficiencies Path Action Outcomes Employee Experiences Support Measurements Analytics Manager Coach Peers Content Performance Support Tools Context Organizational Technology Ecosystem Cultural Disciplines Design Thinking Science Experience Design

36 Empathize! Focus groups Goals Desires Aspirations Challenges Frustrations Fears Observation Ride alongs What might he/she be: Thinking Feeling Saying Employee Previous Experience Level of Expertise Motivation Extrinsic Intrinsic 36

37 Strategy Template 2018 e Brothers Custom LLC All Rights Reserved Results Performance Enablement Leaders Executives Stakeholders Experts Master Practitioners and Dev Professionals Guidance Value to Organization Competence Proficiencies Path Action Outcomes Employee Experiences Support Measurements Analytics Manager Coach Peers Content Performance Support Tools Context Organizational Technology Ecosystem Cultural Disciplines Design Thinking Science Experience Design

38 Nano-Coaching Feedback Cycle Executing skill-specific tasks on the job using built in guidance and resources for optimal results Capturing work experiences using features of mobile devices (GPS, camera, audio recorder, observation checklists) Sharing work products with assigned coaches and peers using notification and in-dashboard view Providing performance support and feedback guidance to assigned coaches Tracking and reporting insights that enable accountability and visibility to individual and organizational skills gaps as they close.

39 Managers/Coaches Initial skepticism Too busy Don t see value I love the ability to communicate back and forth with my employees. I love being proactively prompted that something is ready for me to review. This system gives me a reason to talk with my people about customers and issues so I can tell if they understand what they re learning. I liked it so much I want to coach more people. WQA Manager 39

40 Strategy Template 2018 e Brothers Custom LLC All Rights Reserved Results Performance Enablement Leaders Executives Stakeholders Experts Master Practitioners and Dev Professionals Guidance Value to Organization Competence Proficiencies Path Action Outcomes Employee Experiences Support Measurements Analytics Manager Coach Peers Content Performance Support Tools Context Organizational Technology Ecosystem Cultural Disciplines Design Thinking Science Experience Design

41 Strategy Template 2018 e Brothers Custom LLC All Rights Reserved Results Performance Enablement Leaders Executives Stakeholders Experts Master Practitioners and Dev Professionals Guidance Value to Organization Competence Proficiencies Path Action Outcomes Employee Experiences Support Measurements Analytics Manager Coach Peers Content Performance Support Tools Context Organizational Technology Ecosystem Cultural Disciplines Design Thinking Science Experience Design

42 Creating a Guided Path to Proficiency Content Repository Performance Support, Videos, Reference xapi Formal Training xapi xapi Copyright 2018 e Brothers LLC All Rights Reserved Record Store Everything Tracked Data Analytics

43 Strategy Template 2018 e Brothers Custom LLC All Rights Reserved Results Performance Enablement Leaders Executives Stakeholders Experts Master Practitioners and Dev Professionals Guidance Value to Organization Competence Proficiencies Path Action Outcomes Employee Experiences Support Measurements Analytics Manager Coach Peers Content Performance Support Tools Context Organizational Technology Ecosystem Cultural Disciplines Design Thinking Science Experience Design

44 Competency Assessment Path Proficiency Competence Formal Activities (Workshops, e Courses) Informal Activities (knowledge base, short video, social) Experiential Activities (e.g., on-the-job activity) Experience API to Record Store (LRS) Nano- Coaching Observations Feedback Recommendation Tracking, Analytics, Reporting Performance Metrics TM Certification, Badges

45 Strategy Template 2018 e Brothers Custom LLC All Rights Reserved Results Performance Enablement Leaders Executives Stakeholders Experts Master Practitioners and Dev Professionals Guidance Value to Organization Competence Proficiencies Path Action Outcomes Employee Experiences Support Measurements Analytics Manager Coach Peers Content Performance Support Tools Context Organizational Technology Ecosystem Cultural Disciplines Design Thinking Science Experience Design

46 Takeaway: EXPERIENCE CONTENT If content is king, experience is the 46

47 This Photo by Unknown Author is licensed under CC BY-SA-NC

48 Strategy Template 2018 e Brothers Custom LLC All Rights Reserved Results Performance Enablement Leaders Executives Stakeholders Experts Master Practitioners and Dev Professionals Guidance Value to Organization Competence Proficiencies Path Action Outcomes Employee Experiences Support Measurements Analytics Manager Coach Peers Content Performance Support Tools Context Organizational Technology Ecosystem Cultural Disciplines Design Thinking Science Experience Design

49 Strategy Template 2018 e Brothers Custom LLC All Rights Reserved Results Performance Enablement Leaders Executives Stakeholders Experts Master Practitioners and Dev Professionals Guidance Value to Organization Competence Proficiencies Path Action Outcomes Employee Experiences Support Measurements Analytics Manager Coach Peers Content Performance Support Tools Context Organizational Technology Ecosystem Cultural Disciplines Design Thinking Science Experience Design

50 50 Ecosystem SSO Microsoft Dynamics Association Management System LRS Data Warehouse Certification Badges

51 Strategy Template 2018 e Brothers Custom LLC All Rights Reserved Results Performance Enablement Leaders Executives Stakeholders Experts Master Practitioners and Dev Professionals Guidance Value to Organization Competence Proficiencies Path Action Outcomes Employee Experiences Support Measurements Analytics Manager Coach Peers Content Performance Support Tools Context Organizational Technology Ecosystem Cultural Disciplines Design Thinking Science Experience Design

52 Strategy Template 2018 e Brothers Custom LLC All Rights Reserved Results Performance Enablement Leaders Executives Stakeholders Experts Master Practitioners and Dev Professionals Guidance Value to Organization Competence Proficiencies Path Action Outcomes Employee Experiences Support Measurements Analytics Manager Coach Peers Content Performance Support Tools Context Organizational Technology Ecosystem Cultural Disciplines Design Thinking Science Experience Design

53 Design Thinking Empathize A formal method for practical, creative resolution of problems and creation of solutions Define Ideate Prototype Test

54 Strategy Template 2018 e Brothers Custom LLC All Rights Reserved Results Performance Enablement Leaders Executives Stakeholders Experts Master Practitioners and Dev Professionals Guidance Value to Organization Competence Proficiencies Path Action Outcomes Employee Experiences Support Measurements Analytics Manager Coach Peers Content Performance Support Tools Context Organizational Technology Ecosystem Cultural Disciplines Design Thinking Science Experience Design

55 Cognitive Science

56 Strategy Template 2018 e Brothers Custom LLC All Rights Reserved Results Performance Enablement Leaders Executives Stakeholders Experts Master Practitioners and Dev Professionals Guidance Value to Organization Competence Proficiencies Path Action Outcomes Employee Experiences Support Measurements Analytics Manager Coach Peers Content Performance Support Tools Context Organizational Technology Ecosystem Cultural Disciplines Design Thinking Science Experience Design

57 57 Takeaway: Instruction is only a small part of Proficiency Instructional Design 10% Formal Training 70% On-the-Job Experience 20% Informal/Coaching Experience Design

58 Strategy Template 2018 e Brothers Custom LLC All Rights Reserved Results Performance Enablement Leaders Executives Stakeholders Experts Master Practitioners and Dev Professionals Guidance Value to Organization Competence Proficiencies Path Action Outcomes Employee Experiences Support Measurements Analytics Manager Coach Peers Content Performance Support Tools Context Organizational Technology Ecosystem Cultural Disciplines Design Thinking Science Experience Design

59 The Result We picked the right vendor. You guys have been spectacular. Everyone I ve worked with from your organization has been a pro. The way you guys approach this from a cognitive and organizational level blows my mind. I hope you take pride in knowing that you helped an industry that had a lot of great info get that thing on a much better plane. I can t tell you how excited and thrilled and thankful I am to be part of a project that s going to change this industry. WQA President 59

60 Marty Rosenheck, Ph.D., Director, Talent Development 2018 e Brothers Custom LLC All Rights Reserved Entire presentation Copyright 2017 Cognitive Advisors LLC All Rights Reserved Booth 829

61 19 th Century Apprenticeship 20th Century Training xapi Mobile Data Analytics Cloud 21 st Century Apprenticeship Copyright 2017 Cognitive Advisors LLC All Rights Reserved