managing roi through hig-impact learning
TRANSCRIPT
Maximizing Training ROIThrough High-Impact Learning
…A Case Study
HR.comTechnology Enabled Learning
11:00 am, EasternJune 6, 2012
Gus Prestera, PhD
Learning & Performance [email protected]
Housekeeping
• Use “Question” area to submit questions• Use “Raise Hand” to respond to quick polls• Will address questions at the end
War of Attrition
Hired >Wk6 Mo 3 Mo 6 Mo 9 Mo 12 Mo 15 Mo 18 Mo 21 Mo 240%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
AttritionRetention
Training
LicenseExams
On Full Commission
No Man’s Land
SelfStudy
“Pimp” My Curriculum
Spray & Pray Approach• Sage-on-the-Stage• Class size: 150-250• 10-hour days• 6-Week ILT• Then self-study
“Old & Busted”
More impact
High Impact Approach• Blended delivery• Lean content• Practice/context-rich• 17-Week Certification• Then high-impact ILT
“New & Hotness”
Less waste
More quickly
More sticky
Business Impact
Hired Wk 6 Mo 3 Mo 6 Mo 9 Mo 12 Mo 15 Mo 18 Mo 21 Mo 240%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
AttritionRetention
Training
Certifications
On Full Commission
High ImpactTraining
Focal Point
LicenseExams
On PartialCommission
How did we do it?
Principles | High Impact Learning
Share Ownership
Create Accountability
Prioritize Learners
Prioritize Needs
Transfer Skills
1. Share Ownership: Stakeholders must own learning process and outcomes
2. Create Accountability: Without it, expect no impact
3. Prioritize Learners: Who produces ROI and warrants more investment?
4. Prioritize Needs: Channel resources to mission-critical needs
5. Transfer Skills: Focus on transfer, your best predictor of individual success and ROI
1. OWNERSHIPStakeholders must own
the learning process and outcomes
Self-Paced Learning
Self-Paced Learning
Authentic Assess-ment
On-The-Job Learning
Action Learning
1. E-learning Tutorials2. Online Simulations3. Online Assessments4. Books5. Intranet Sites6. Internet Sites7. Workbooks
Action Learning
Self-Paced Learning
Authentic Assess-ment
On-The-Job Learning
Action Learning
1. Application Assignments2. Planning Assignments3. Job Shadowing
OTJ Learning
Self-Paced Learning
Authentic Assess-ment
On-The-Job Learning
Action Learning
1. Weekly practice sessions2. Study groups3. 1:1 Mentoring
Authentic Assessment
Self-Paced Learning
Authentic Assess-ment
On-The-Job Learning
Action Learning
1. 1:1 Manager coaching2. Knowledge Test3. Performance Test
2. ACCOUNTABILITYWithout it,
expect no impact
Accountability for Results
Account-ability
Business Unit
Managers
Coaches
Associates(Learners)
Business unit leaders created MBOs related to head count targets, revenue from new Associates, and ROI
Accountability for Results
Account-ability
Business Unit
Managers
Coaches
Associates(Learners)
Managers had variable comp tied to Associate-related MBOs, so their success was tied to the success of their Associates
Accountability for Results
Account-ability
Business Unit
Managers
Coaches
Associates(Learners)
Coaches were compensated and recognized…coaching success evaluated as part of their career development
Accountability for Results
Account-ability
Business Unit
Managers
Coaches
Associates(Learners)
Associates Failure to pass certification exams and performance assessments grounds for termination
3. PRIORITIZE LEARNERSWho produces ROI and
warrants more investment?
Investing in the High Potentials
New HireAssociates
Licensed and Certified
StarPerformers
Phase 1:Certification
“Getting Started”
Phase 2:High-Impact
“Growing the Business”
Month 3Certification
Phase 3:Individualized
“Establishing a Complete Practice”
Bad hires andlow performers
wash out
YearOne
$
$
$
4. PRIORITIZE NEEDSChannel your resources to
mission-critical needs
22
How do you prioritize needs?
low high
low
high
Skill Complexity
Ski
ll Im
port
an
ce
42
31Throw the
kitchen sink at it!
Let’s look at an example of how the savings were spent.…
5. TRANSFER SKILLS Focus on transfer, your best predictor
of individual success and ROI
3131
The Learning ProcessHow do we support learning over time?
SkillBuilding
KnowledgeBuilding
SkillMastery
SkillTransfer
SkillFluency
AwarenessBuilding
Prestera & Marker, 2006
SkillRefresh
Bar
rier
s to
Tra
nsfe
r
32
Performance Engineering Model
Capacity• …to learn
• …to perform
• …to improve
Motivation• …to learn
• …to perform
• …to improve
Information• Clear
expectations
• Relevant feedback
• Clear instructions
Resources• Materials,
tools
• Time
• Working conditions
Incentives• Financial
rewards
• Recognition, praise
• Positive work environment
Knowledge• Know-how
• Skills
• FluencyIndividual
Factors
OrganizationalFactors
Gilbert, 1970Human Competence
33
Performance Solutions
Capacity• …to learn
• …to perform
• …to improve
Motivation• …to learn
• …to perform
• …to improve
Information• Clear
expectations
• Relevant feedback
• Clear instructions
Resources• Materials,
tools
• Time
• Working conditions
Incentives• Financial
rewards
• Recognition, praise
• Positive work
Knowledge• Know-how
• Skills
• Fluency
• Clarify expectations• Provide feedback• Provide instructions
• Formal learning• Informal learning
• Provide resources• Improve tools• Ergonomics
• Simplify work• Development• Hire/Replace
• Incentivize performance• Recognize performance• Cultural change
• Coach• Hold accountable• Hire/Replace
What does it take to succeed?
Generate 30 new leads per week
Hold 5 appointments per week with qualified leads
Spend at least 6 hours per day on prospecting
$150,000 in new assets per week
Wrapping up….
Questions?
Share Ownership
Create Accountability
Prioritize Learners
Prioritize Needs
Transfer Skills
1. Share Ownership: Stakeholders must own learning process and outcomes
2. Create Accountability: Without it, expect no impact
3. Prioritize Learners: Who produces ROI and warrants more investment?
4. Prioritize Needs: Channel resources to mission-critical needs
5. Transfer Skills: Focus on transfer, your best predictor of individual success and ROI
More impact
Less waste
More quickly
More sticky
Maximizing Training ROIThrough High-Impact Learning
…A Case Study
HR.comTechnology Enabled Learning
11:00 am, EasternJune 6, 2012
Gus Prestera, PhD
Learning & Performance [email protected]
Thank you!Please complete survey