Aligning Learning Strategy to Business Goals at MetroPCS. Larry Wecsler, Staff VP, Organizational Learning

Transcription

1 Aligning Learning Strategy to Business Goals at MetroPCS Larry Wecsler, Staff VP, Organizational Learning

2 Tips for the Webinar (800) Tweeting? Please use the tag:

3 Welcome For More Info / To Register / To Access Archive: Choose the Webinar tab at TrainingIndustry.com (800) Tweeting? Please use the tag:

4 Introduction At MetroPCS, now part of T-Mobile USA, for almost 14 years Manage six corporate producers and six field trainers. Focus is on blended training with heavy emphasis on audio/video production. 16,000+ independent dealer and employee users in approx. 60 markets 119,000 average course completions per month We have won two Brandon Hall awards for Best Custom Content and a T-Mobile Partner Award for video training. 4

5 Objectives 1. Ways to recognize the hidden impact of your training 2. How to connect your learning objectives to strategic business goals 3. Strategies for making learning accessible and impactful to employees 5

6 MetroPCS Provides nationwide coverage and unlimited mobile services. Began operations in January 2002 and is now part of T-Mobile USA. Approximately 60 top markets across the US. Grew from 14 to 60 since 9/13. Provides sales and service through 155 company-owned retail stores and over 8,000+ independent authorized dealer locations. MetroPCS was the first US cellular company to launch 4G LTE. 6

7 Impact of learning Learning significantly impacts the performance of an employee and the success of the business. Learning enables employees to: Transfer the knowledge about our products, services and promotions to our customers. Provide the right customer experience in an efficient way. Associates are rewarded, retained and promoted based on their knowledge, skills and abilities. 7

8 Learning metrics Monthly Metrics: Total Courses Completed by Market/Total Company Active Users by Market/Total Average # of Courses per User Zero door report (Stores where no sales associate completed online training) Top 10 courses completed during the month Dealer Score Cards: Monthly training metrics have a major impact on operations and get the attention of executives training is tied to the business goals / objectives of each market 8

9 The critical link Does our training sell a phone? Do our courses accelerate a retail sales associate s speed to competency? These two goals keep us focused and aligned with the business. 9

10 Tips to tie learning to the business Associates must understand our business and the diverse demographic of customers we serve. Our training: Promotes the need to understand the different buying styles of our customers to provide the best customer experience Reinforces our brand of simplicity Adds value by focusing on customer behavior 10

11 Additional considerations Training has to be accessible and engaging to all employees To the majority of our dealer sales associates, English is a second language. Make it easy to communicate and deploy training Retail Sales Associates must have quick access to up-to-date information the speed of dissemination of training can make a difference between success and failure. Cornerstone provides us an easy to communicate and train our dealer network in a matter of minutes. 11

12 How MetroPCS links training to store performance

13 The business need Rapidly changing and extremely competitive industry. Ability to quickly respond to the competition by reaching our dealer network employees is critical to our success. Immediate distribution via Cornerstone to our more than 8K dealer is the lynchpin to our success. 13

14 Establishing training objectives MetroPCS aligns learning objectives to the business need: Marketing / promotions (promotions, rate plan changes, new handsets). Selling Skills, Customer Experience, etc. Latest product and service and information. And created metrics and reports to support this: Track the correlation of particular promotions to training at the individual store level. Knowledge checks are embedded into content and we track completion rates on certain programs daily. 14

15 Engaging content MetroPCS develops online content with an understanding of our employee s unique needs a new generation of workers: Millenials with short attention spans - training must grab and engage them right away or you have lost them. Sophisticated media users - we use the full pallet of audio/visual tools to engage the Retail Sales Associates. English as a second language showing how to do something has more impact than telling them what to do. Gone are the days of static PowerPoint presentations. 15

16 Make it easy The Cornerstone system allows us to create a custom front end. Once logged in, our Retail Sales Associates can easily find the training they need simply by clicking on a button. 16

17 Track, measure, & share 17

18 Total Courses Taken by Month (2015) 18

19 Key business results Train over 16,000 Retail Sales Associates within hours of launching a new promotion, handset, product or service. Record sales numbers T-Mobile has been impressed with the speed of delivery (1) into new markets and (2) the speed with which we get our new dealers productive. Standardize training across 60 markets, without having training people in all 60 markets. T-Mobile has seen the efficiency of Metro University and they are asking us to produce a training for them as the need arises. 19

20 Summary Three keys to linking training to retail store success: The zero door report - we can track dealer locations where no training has been taken. We can track store sales effectiveness, especially during promotions, by correlating actual store performance with Metro University course completion reports. Markets have made training an important part of the Dealer Score Card. High completion numbers can translate into dealer rewards (based on overall sales and Report Card results). 20

21 Take-aways Three key steps to establish a process for linking learning objectives to strategic business goals: Recognize the hidden impact of your training. Simply, inspect what you expect. Don t just print out reports. Use those reports to correlate training with other activities in your business as we have done with dealer store sales results. Connect your learning objectives to strategic business goals. We work closely with marketing, operations and our field sales trainers to align training activities with MetroPCS goals. Metro University is the go-to location for the latest promotion and rate plan information. Making learning accessible and impactful to employees. Metro University is ubiquitous within the MetroPCS world. Our dealer owners understand that it is in their best interests to have their Retail Sales Associates participate in online training both for revenue results and the rewards associated with their monthly Dealer Score Card. 21

22 Larry Wecsler Q&A

23 Upcoming Webinars Jul 28: What Makes a Great Training Organization? 8 Capabilities Covered in the CPTM Program Aug 18: Stop Presenting Boring Content: New Science of Presentations For More Info / To Register / To Access Archive: Choose the Webinar tab at TrainingIndustry.com

24 More Ways to Get Involved Practicum dates and locations for Fall, 2015 will be announced toward the end of June - stay tuned! Join our LinkedIn Group to continue this discussion. Visit the TrainingIndustry.com Webinars page for more info.

25 Thank You! On behalf of TrainingIndustry.com, thanks to: o Today s Speaker: Larry Wecsler o Today s Sponsor: Cornerstone OnDemand o All of you for attending! Questions or Comments? Please contact Amanda Longo: alongo@trainingindustry.com