Gain the business advantage Improve people performance

Gain the business advantage Improve people performance

WHAT DOES ERICSSON KNOW ABOUT COMPETENCE? With our experience in operating multiple networks with 370 million subscribers we have built our capability to manage competence requirements for telecom staff. Learning Services Customer Presentation Ericsson AB 2010 2010-04-30 Page 2

What challenges Do you Have? SECURE CAPABILITIES FOR NETWORK PERFORMANCE DECREASE COST & RISK IN COMPETENCE SHIFT INCREASE EFFECTIVENESS OF COMPETENCE MANAGEMENT Learning Services Customer Presentation Ericsson AB 2010 2010-04-30 Page 3

Secure capabilities for network performance - A CASE Learning Services Customer Presentation Ericsson AB 2010 2010-04-30 Page 4

Secure capabilities for network performance THE CHALLENGE Poor network quality Competitor launch, need to improve market perception Major sporting event with advanced 3G services Low customer satisfaction, increasing churn THE SOLUTION Operational Readiness Program including: Competence transfer program (SKT) for key engineers Competence Gap Analysis (CGA) though online assessments Competence development plans for key personnel Blended learning with a mix of ILT, SKT and OJT activities Regular KPI reporting on the progress Learning Services Customer Presentation Ericsson AB 2010 2010-04-30 Page 5

Secure capabilities for network performance THE RESULT ERICSSON 1 KPI fullfillment (%) - Starts network operational responsibility - Improves service quality - Provides competence transfer 2 1 CUSTOMER 2 - Takes over from Ericsson - Maintains service quality - Competence transfer completed Learning Services Customer Presentation Ericsson AB 2010 2010-04-30 Page 6

Secure capabilities for network performance Ericsson brings a world-class skill set to those areas where we need to improve Customer CTO Learning Services Customer Presentation Ericsson AB 2010 2010-04-30 Page 7

Decrease cost & risk in competence shift - A CASE Learning Services Customer Presentation Ericsson AB 2010 2010-04-30 Page 8

Decrease cost & risk in competence shift THE CHALLENGE Multi-country operator in expansion & growing rapidly Preparing for 3G competence shift across diverse OpCos Misaligned people, processes, systems and data structures Poor competence and talent management strategies negatively impacting recruitment and retention THE SOLUTION Aligning people, processes and systems across all OpCo s Standardization, leveraging synergies and re-use, Aligning Job roles & career structure Competence Gap Analysis (CGA), Assessment Programs, Structured Knowledge Transfer (SKT) to manage 3G competence shift Learning Services Customer Presentation Ericsson AB 2010 2010-04-30 Page 9

Decrease cost & risk in competence shift THE RESULT Desired competence pyramid reached Job rotation program to utilize overskilled staff Increased business focus through integration of Competence and Performance Management processes 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% AS IS TO BE Senior Experienced Assessed Learning Services Customer Presentation Ericsson AB 2010 2010-04-30 Page 10

Decrease cost & risk in competence shift We needed a partner to develop this framework with us building on years of in-house expertise while incorporating industry best practices and operating models Group Engineering and Planning Director Learning Services Customer Presentation Ericsson AB 2010 2010-04-30 Page 11

Increase effectiveness for competence management - A CASE Learning Services Customer Presentation Ericsson AB 2010 2010-04-30 Page 12

Increase effectiveness for competence management THE CHALLENGE Parallel structures with high competence mngmt cost Low visibility on full cost picture Urgent need to prepare for large 3G competence shift THE SOLUTION Service Level Agreement for Competence Management Common competence management process Consolidated training plans, budgets and forecasts External certification programs Increased use of elearning to reduce travel costs Use of KPIs for vendor management Learning Services Customer Presentation Ericsson AB 2010 2010-04-30 Page 13

Increase effectiveness for competence management Cost THE RESULT Time to 3G and IP competence & fast induction of new employees Cost effective methods & talent retention Control of cost, quality and planning (for both vendors & internal delivery) Savings redeployed into strategic competence initiatives Competence management process reduced admin costs with 25 % Increased use of elearning reduced travel costs by 25% Cost per Student Day Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 2005 2006 2007 2008 2009 Certifications 500 400 300 200 100 0 2005 2006 2007 2008 2009 2010* *Forecast Learning Services Customer Presentation Ericsson AB 2010 2010-04-30 Page 14

Increase effectiveness for competence management Our cost visibility improved significantly, leading to more effective cost management and the ability to fund strategic competence development initiatives HR Director Learning Services Customer Presentation Ericsson AB 2010 2010-04-30 Page 15

the right approach for your organization? Learning Services Customer Presentation Ericsson AB 2010 2010-04-30 Page 16

Identifying THE ability to handle Competence management Strategic Aligned Established Add Hoc Learning Services Customer Presentation Ericsson AB 2010 2010-04-30 Page 17

Do you know where you are? Strategic Aligned Established Add Hoc Learning Services Customer Presentation Ericsson AB 2010 2010-04-30 Page 18

Our assets to do it! Mentoring in Live Networks CGA Competence Gap Analysis Competence framework Business training Seminar/workshop webinar LEARNING CONSULTING Course PORTFOLIO Communication skills Leadership training DELIVERY METHODS Video clip elearning SKT Structured Knowledge Transfer Sales training Short article Succession Planning Individual assessment e/mlearning development and implementation Excellent processes, methods and tools proven in Competence transformation programs driven both Internally and externally across multiple regions Learning Services Customer Presentation Ericsson AB 2010 2010-04-30 Page 19

This is learning services Combining global strengths with local expertise More than 1000 courses in the Portfolio More than 300 000 student days per year 28 Education Centers worldwide More than 500 experienced consultants and instructors LEADER IN TELECOM LEARNING & CONSULTANCY SERVICES Consultancy projects in more than 60 countries Deliveries in more than 140 countries Telecom technology leader World leader in Managed Services Learning Services Customer Presentation Ericsson AB 2010 2010-04-30 Page 20

We work for you OPERATIONAL CONSULTANTS LEARNING & PERFORMANCE CONSULTANTS LEARNING ARCHITECTS PROJECT MANAGERS MENTORS/COACHS TECHNICAL INSTRUCTORS Learning Services Customer Presentation Ericsson AB 2010 2010-04-30 Page 21