learning management systems

19
The Joy of Learning Transformation Keith Stopforth- Keith Stopforth Consultancy Ltd

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A presentation by Keith Stopforth, made to the APM North East branch on Tuesday 8th October 2013

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Page 1: Learning management systems

The Joy of Learning TransformationKeith Stopforth-

Keith Stopforth Consultancy Ltd

Page 2: Learning management systems

Background:Formed Keith Stopforth Consultancy Limited in Summer 2012

Operating in many sectors including Healthcare, Financial Services, Retail, SME, Banking and Transportation

Offering HR Consultancy and Delivery in Talent Management, Change Management, Learning Technology, and Leadership Development

Qualified Leadership Coach and Mentor

Always willing to share lessons learnt!

Page 3: Learning management systems

1. Why is learning transforming?

2. Where is it heading?

3. Some key examples…

a. How learning technologies can support you

b. Impact

c. Top tips

4. Discussion…

Agenda

Page 4: Learning management systems

Why is learning transforming?cipd survey 2011: The private sector in particular

anticipates closer integration of learning &

development activity with business strategy

Page 5: Learning management systems

• Aligning content & delivery to business objectives

• Delivering a value and an impact that is measured

• Delivering a service that we can direct and achieve a flex

• Using resources and people in the right place at the right

time

• Controlling and directing external spend intelligently

Why is learning transforming?

Page 6: Learning management systems

The landscape of change

Page 7: Learning management systems

Transformation engagement?

Page 8: Learning management systems

How can learning technologies support transformation?

Savings

Technology

Delivery

OrganisationalStructure

Learning Content

Capabilities

Page 9: Learning management systems

Where is it heading?• More centralised services

• More campaigns and communication

• More use of systems and technology

• Better sharing of best practice

• Intelligent centralised spending

• Less formal learning

• Focus on supporting business transformation

Page 10: Learning management systems

1. Why is learning transforming?

2. Where is it heading?

3. Some key examples…

a. How learning technologies can support you

b. Impact

c. Top tips

4. Discussion…

Agenda

Page 11: Learning management systems

Reconnecting with customers:

A need to innovate, differentiate and reconnect with customers led Bupa Health & Wellbeing to embark on a major transformation programme

Bupa Health & Wellbeing

Page 12: Learning management systems

Why change?• We had 87 legacy computer systems

• Customer experience was affected

• Colleagues struggled to work across all

environments

So time to replace them with a new, single

system, and with that, new ways of working.

Page 13: Learning management systems

Transformation engagement?

Page 14: Learning management systems

The transformation journey

Page 15: Learning management systems

Resulting in…?

Impact on employee engagement

Bupa achieved:• A 25% reduction in employee

attrition and a 12% reduction in sickness

• A 6% uplift in employee pride

• A 7% increase in the related score of “Senior leaders communicate Bupa Health & Wellbeing’s direction, how Bupa Health & Wellbeing will get there and what challenges face us”

• A flexible, up-skilled workforce is now able to successfully service new products, directly meet the needs of clients and compete more effectively in the healthcare marketplace

Impact on customersA 2011 customer service benchmarking exercise showed: • An overall increase in patient

satisfaction across all aspects of care services (e.g. +11% inpatient / +10% outpatient

• Overall satisfaction rising by 16%, positioning Bupa at 9% higher than its nearest competitor

• An 11% increase in customer loyalty, taking Bupa way ahead of its competition

• The survey said: “Bupa’s customers are more emotionally connected”

Furthermore, Bupa achieved 3rd place in January 2011’s UK Customer Satisfaction Index, close on the heels of brands like John Lewis (UKCSI).

Page 16: Learning management systems

Resulting in…?"Learning technology has been a significant enabler in

our business whether we see it in employee

engagement, changing behaviour in the organisation,

delivering new systems, enhancing our product base,

enabling us to get closer to our customers, all of those

have been impacted by e-learning and learning

technologies. It's been a really powerful attribute for

us.“

Craig McCoy, Bupa HR Director

Page 17: Learning management systems

Top tips1. Is your audience ready? Understand their learning

technology journey

2. Keep telling the learning technology story at all levels

3. Align technology use to business need. i.e pace/volume of delivery/flexibility/cost

4. Where the customer experience is critical test, test & re-test!

5. Get stakeholders to be early adopters

6. Let the experts be the experts

7. Set your evaluation & ROI criteria at business case stage

8. Bring Fun, Autonomy, Choice and Flexibility to learning

Page 18: Learning management systems

1. Why is learning transforming?

2. Where is it heading?

3. Some key examples…

a. How learning technologies can support you

b. Impact

c. Top tips

4. Discussion…

Agenda

Page 19: Learning management systems

Thoughts?