a review of my 3.5 years in microsoft apgc learning & development
TRANSCRIPT
Training Review – (FY07-FY10)Training Review – (FY07-FY10)Lanie Francisco – June 18, 2010Lanie Francisco – June 18, 2010
This is our story!Our Wins!
Our struggles and how we overcome them
Let’s celebrate!
Product Activation
Post-sales
Pre-sales
Product Activation
Pre-sales
Post-sales
Consumer Technical Support
IE 8.0IE 8.0
WindowWindows s
7/Office 7/Office 20102010
Efficient usage of training resources•25% Increase in Business Areas supported•25% decrease in headcount•43% Increase in number of geographical locations supported
South East Asia, India, Australia, New Zealand & Korea
South East Asia, India, Australia, New Zealand & Korea
China, Hong Kong and Taiwan
FY07 – Vista/Office 2007
Assumed that Pre-sales agents will figure out how and where to sell a product if told about the
specifications, features, and benefits
FY10 – Windows 7/Office 2010
What pre-sales agents really wanted to know
Is the value of each important feature to the customer?Why is the product unique?What kinds of customers need our product, and for what specific applications?What are each competitor's strong and weak points, and what strategy should we use to win against each competitor?What are the strong points of our product, and how can we demonstrate those strong points or show measurable value to the customer?What are the weak points of our product, and what strategy should we use to overcome each one?
FY07- Vista/Office 2007
Assumed that Post-sales agents will figure out how to enable support for customers if told about the
specifications, features, and benefits
FY10 – Windows 7/Office 2010
What Post-sales agents really wanted to know
What the technical problem and its challenges are, why they exist, what kinds of people have this problem, and how people have tried to solve this problem previouslyHow your company addresses the technical challenges of the problemHow your product or technology provides a uniquely valuable solution that best meets customer needs for this applicationIs it paid/free or under warranty support?
FY07- Vista/Office 2007
Agents received training targeted to the Consumer Market onlyLeaving a significant gap for Commercial Market
FY10- Windows 7/Office 2010
Agents received training targeted to the Commercial Market during the RTM phase of the Software Development CycleAgents received training targeted to the Consumer Market during the General Availability of the Products
To achieve maximum profit and success, it is often important to focus limited marketing and sales resources on specific target markets or applications for a business or product. Such targets can be a combination of:
Specific markets, types of organizations, and/or kinds of users within organizations that need the product or service (such as customers who purchased Dell PCs with pre-installed Windows OS)
Specific applications for a product or service that has many potential uses (applications such as “Bitlocker Data Encryption" or “Application Virtualization").
FY08 – COPC VMO Recertification FY10 – Practical Application
Role Play scenarios included in New Hire Training
Tests conducted by Vendors
End-to-end Testing Organized and conducted by Microsoft for major product launches
Annual Re-verification
Organized and conducted by vendors as part of the SOW Audit and COPC CSP Audit
Skills Verification framework
Established at Microsoft APAC regional level
Verification conducted after New Hire Training
Conducted by Vendors on their own
Re-verificationConducted by Microsoft
Annual Re-verification
Pilot run conducted at Microsoft regional level
FY07 – up to Level 2 Only
A newly developed training team usually evaluate Training programs through
Level 1 – Reaction of Trainees (Surveys)Level 2 – Assessment Results (pass/fail)
FY10- up to Level 4
A mature training team stretches itself to evaluate training programs through
Level 1 – Reaction of Trainees (Surveys)Level 2 – Assessment Results (pass/fail)Level 3 – Behaviour (measured through End-to- End testing)Level 4- Results (QoS)
What’s Next in FY11? Level 5= ROI
FY07- Sharepoint /Shared Drive
With no assessment reporting capabilityWith no consumption reporting capabilityNo eLearnNo Video clips for usage of new product features
FY10 – Learning Management System
With assessment and consumption reporting capabilityMore professional lookingEasier to navigateElearn is now the most common training delivery method
Still a lot of opportunity for improvementsBut a quick Win, nonetheless!
Video clips are provided to you to learn usage of new product features
Product Activation
Post-sales
Pre-sales
Product Activation
Pre-sales
Post-sales
Consumer Technical Support
IE 8.0IE 8.0
WindowWindows s
7/Office 7/Office 20102010
Efficient usage of training resources•25% Increase in Business Areas supported•25% decrease in headcount•43% Increase in number of geographical locations supported
South East Asia, India, Australia, New Zealand & Korea
South East Asia, India, Australia, New Zealand & Korea
China, Hong Kong and Taiwan
Each team has a story!
Go ahead and celebrate with your team too!
