Taking Your Training Organization Global Peter Bedell Cisco WebEx

Transcription

1 201 Taking Your Training Organization Global Peter Bedell Cisco Oct 1 & 2, 2009 Produced by Managing and Implementing Large, Scalable, or Global e-learning Programs

2 201 Taking Your Training Organization Global Thursday October 1, 2009 Peter Bedell, Cisco In this session, you will learn: What global training means? How to assess your organization, process, and technology How to choose the right localization vendor How to get sponsorship and budget How to manage localization projects effectively How to measure your success Page 1

3 Managing and Implementing Large, Scalable, What does global training mean? Your audience lives and works in another country Your audience comes from different cultural backgrounds Your audience speaks, writes, reads and learns in a different language 3 Is your organization global? Page 2

4 Polls 1-4 Case Study University Do you currently sell products or services in localized markets? Do currently support those products or services in localized markets? Do you currently have employees in localized markets? Do any employees speak another language? Yes. Yes, we have Technical Support Reps. Yes, we have Sales Reps and CSMs. Yes, we have CSMs. 6 Page 3

5 How can this help us? Leverage marketing materials that may already be localized. Leverage these common questions from localized customers to help develop your content. Leverage these employees to gauge common localized customer pain points. Leverage these employees as translators or reviewers. 7 Is your process global? Page 4

6 Polls 5-8 Case Study University Do you write your content for a global audience? No. Do you use graphics and images that make sense to a global audience? Do you organize your content for a localized audience? Do you deliver your content in a way that a localized audience is used to learning? No. No. No. 10 Page 5

7 Managing and Implementing Large, Scalable, How can this help us? Your writing style should be short and to the point. Do not use slang or euphemisms. Graphics and images should support your content, not confuse the learner. Some images may be offensive in some cultures. There are some learners who prefer to practice what they have learned after each topic. There some learners who do not like to ask questions during a live instructor-led training class. 11 Is your technology global? Page 6

8 Polls 9-12 Case Study University Do your tools to develop content support multiple languages? Yes. Does your system for delivering content support multiple languages? If your LMS or web site uses ecommerce, does it support foreign currencies? No. N/A. Do you have servers in other countries to serve up content to those learners? No. 14 Page 7

9 How can this help us? Use development tools that not only support multiple languages, but makes updating content as painless as possible. Use a delivery system that supports multiple languages. Use an ecommerce engine that supports multiple languages, making transactions easy for localized customers, and in turn, increase revenue in that market. By mirroring content and serving it up from other countries, you make the learning experience better by eliminating latency. 15 How to choose the right localization vendor Page 8

10 How to choose the right localization vendor How many years have they been in business? How many clients do they have? How big are their current clients? Where are they located? Headquarters and satellite offices? Are they a people, process or product company? 17 Case Study University How many years have they been in business? Over 10 years How many clients do they have? How big are their current clients? Where are they located? Are they a people, process or product company? Medium and large sized companies Headquarters in US and satellite offices in US, New Delhi and Dublin All three 18 Page 9

11 How can this help us? The longer a vendor has been in business, the more likely they are to have documented best practices. The more clients a vendor has, the more likely they are to have the right globalization tools. The larger the client company, the more likely they are to have a more embedded globalization process. A company based in the US is more likely to manage your projects with less effort. The vendor s US team can communicate with their teams in other countries so you don t have to. Having a vendor that does all three makes success easier to achieve. 19 How to get sponsorship Page 10

12 How to get sponsorship Research What are the training needs of the target market? Will training be used as a sales tool or a support tool? How to get sponsorship Case Studies Have companies with a similar training group been successful with localization? Do they have specific numbers to represent this success? Page 11

13 How to get sponsorship ROI Find out the overall cost for your project. What is the return on investment? How to get budget Page 12

14 The Business Justification How to manage localization projects effectively 26 Page 13

15 Polls Case Study University How often do you update your curriculum? Every 6 months How many courses do you develop / update in a year? < 20 Who manages your course development projects? PM How do you communicate your project status? Combination How often do your project goals change? Month 28 Page 14

16 How can this help us? Work closely with your localization vendor to adopt their process into your own Keep project goals realistic Have one PM for all training localization projects to clearly communicate your project goals Use a tool that can effectively manage the workflow and automate notifications Be flexible to changes with project goals 29 Constraints What is your budget? When do you need to launch this initiative? How much can you and your vendor do within your budget and time constraints? 30 Page 15

17 Triple Constraint Diagram Scope Quality Cost Time 31 How to measure your success Page 16

18 How to measure your success Customer satisfaction Overall satisfaction rating with localized training Direct, free-form feedback from localized customers How to measure your success Metrics Decrease in localized support calls Increase in sales for a specific market Page 17

19 Localization Success Metrics 35 In this session, you learned: What global training means How to assess your organization, processes, and technology How to get sponsorship and budget How to choose the right localization vendor How to manage localization projects effectively How to measure your success 36 Page 18

20 Take your training organization global! Q&A Page 19

21 Peter Bedell Phone: Mobile: Fax: Prospect Park Drive Suite 500 Rancho Cordova, CA Page 20