Adam J. Zaller Director, Services University NCR

Transcription

1 Adam J. Zaller Director, Services University NCR 2009 Users Conference Memphis, Tennessee reserved. Questionmark is a registered trademark of Questionmark Computing Limited. All other trademarks are acknowledged.

2 Overview of NCR Overview of NCR Technical Certification Program Background Design / Development Process Implementation Demonstration of current environment Current results More than Reward & Recognition Top Grading Associate Skills Questions

3 NCR founded as National Cash Register corporation 1884 Founder John Patterson Known for: Cash Registers. Company founded on this innovative product. Other NCR Firsts: Sales Training Program (1894) Electric Starter (1906) Automated Credit System (1914) LCD (1968) Micro Encapsulation Bar Code Scanners (1974) Two Sided Thermal (2007)

4 NCR Today a company whose product you use every day! Key product lines: Point of Sales Systems (ranked 2 nd globally) Self Checkout Systems (ranked 1 st globally) ATM Machines (ranked 1 st globally) founded as National Cash Register corporation 1884 Emerging Markets: Entertainment Kiosks Travel and Healthcare Gaming Internet and Mobile Banking

5 NCR Today also a service company Top 10 IT Service Provider Globally Over 13,000 Services Associates Handle over 10 million incidents a year Can respond to an issue in 4 hours and resolve in 2 hours!

6 Overview of NCR - Our Vision and Mission Our Vision Our Mission Provide our customers with the next generation of productivity gains and customer experience innovation through our deep knowledge of the changing global consumer and technology

7 Background Request of Senior Management in February 2008 Key to program success is CEO and SVP of Services support Objective was to provide recognition for knowledge attainment Employee engagement survey showed need for recognition vehicles Services University team wanted to better understand areas for skill improvement and update courses accordingly Interest in tying lifecycle curriculum to certification milestones

8 Design Process Wanted to make program a true skills based certification Started process in March 2008 and completed in June 2008 Used Criterion Reference Test Design Questions / Tasks Sub Topics / Topics Hired Coscarelli and Shrock to facilitate development sessions and educated staff on Criterion Reference Test Design Process was implemented via a global program design session to create the certification structure

9 Financial NCR POS IBM POS SCO / Kiosk Payment Basic Job Task Job Task Job Task Job Task Job Task Advanced Job Task Job Task Job Task Job Task Job Task Expert Competencies Competencies Competencies Competencies Competencies Master Lab Capstone Lab Capstone Lab Capstone Lab Capstone Lab Capstone

10 Development Process Global process that included: Development of a Job Task Analysis, by the target audience Linked to current learning outcomes and objectives of NCR training programs Item writing conducted globally by target audience & training staff Item validity completed by target audience Implemented a cut score, based on Angoff weighting Initial process ran from June 2008 September 2008 Approximately 100 global associates involved in the process

11 Development Process Localized certifications in 7 languages End result: Global program accessible to every associate Valid certification program Tied into course material and job tasks / expectations

12 Implementation Program launched in early September Marketing communications began in early August Each CE received 4 communications about the program, before it went live! Still continuing with a rich and robust marketing plan Each CE is contacted 6 to 9 times a quarter on certifications in 7 languages Best practice recognize milestones and achievements (e.g. 1 st Advanced CE) & have this recognition via senior management. Process for taking exam One chance every quarter Chance based on completion of coursework and years of service Higher levels will also include job performance criteria

13 Example of Marketing

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16 Current Results Over 900 Certified CE Certifications in more than 43 countries Regional distribution of certifications are even 37% in Americas 35% in Asia Pacific 28% in Europe, Middle East, Africa NCR Skills Based Certification has quickly become a global reward and recognition tool!

17 What does this mean? Provide skill training for experienced associates Training to be completed in a blended environment Upgrade skills for associate, based on organizational data Data can be: Enterprise Data Warehouse past activity Customer Satisfaction Scores customer facing NCR Technical Certification Program Certification Data enables Skill Upgrade to be pinpointed to exact area of issue!

18 Determining Who Needs Top Grading? In certification review of the Sub Topics & Topics Candidates for Skill Upgrading are those who are below global average for a Sub Topic Analyzing data like this provides an eye opening experience! However, doing something about what trends you uncover makes the Certification program impactful and powerful to the learner and the company! Topic Locks - Power Supplies Power Supplies Card Reader Card Reader Monitors Monitors Envelope Depository & Dispensor Envelope Depository & Dispensor Envelope Depository & Dispensor Currency Dispensor Currency Dispensor Currency Dispensor Keyboards Keyboards Keyboards Printers Printers Core - Software Troubleshooting Troubleshooting Troubleshooting Customer Relationships Customer Relationships Customer Relationships Customer Relationships Logistics - Reporting - Astec Slimline Sub Topic Styles & Versions Troubleshooting Replacement Power Requirements Depository Dispensor Best Practices Dispensor Version Difference Electrical Mechanical Identification & Interchangib Encryption FDK Customer Keyboards Receipt Printer Statement Printer Supervisor Operations Status Code Books Event Logs Metering Professional Image Timely Service Customer Interactions Ethics / Shared Values

19 What Education is Provided Student s receive blended learning curriculum through NCRU Concept is rooted in experiential mentoring (instruct, coach, watch) Curriculum will provide access to: Web Classes Knowledge Nuggets Live Virtual Classes Excerpts from Manuals Mentoring Events Wikis Etc

20 Worst of the Worst Program WOW is for those CE who perform the worst (bottom 10%) Best Practice Sessions held at an NCR Facility Concept is to revisit product education and start anew Experiential learning program that is fully focused on simulations and troubleshooting

21 Tracking Performance Learning Organization has Heads Up Display to show progress against Skill Building Curriculum Visually see progress overall and by associate Tie results to field performance Can see ROI of Top Grading! Initial results are very promising

22 Design / Build Process: Senior Management participation is critical Involve certficiation audience in design / build process Communication: Marketing and communication is a long-term key to success Before Launch After Launch Celebrating successes and milestones Course Continiuous Improvement: Utilize Tasks / Sub Tasks to improve performance of your courses Top Grading of Skills: Use associate performance in Tasks / Sub Tasks to pinpoint skills for upgrading Tie blended learning curriculum & learning knowledge nuggets to the Tasks / Sub Tasks Track employee improvement against job performance - link to ROI of program

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