Using Mobile and Social Technologies to Empower a Business Agility Revolution

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Using Mobile and Social Technologies to Empower a

Business Agility Revolution

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Speaker: Bill Docherty

Vice President of Product Management

SumTotal Systems

Moderator: Daniel Margolis

Managing Editor

Talent Management magazine

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Daniel Margolis

Managing Editor

Talent Management magazine



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Bill Docherty

Vice President of Product Management

SumTotal Systems



Bill Docherty

Vice President, Product Management

May 17, 2012

Mobile and Social Technologies to Empower a Business Agility Revolution

Page 8 - May 17, 2012 – PROPRIETARY AND CONFIDENTIAL

Agenda

■ Mobile & Social Learning Value Proposition

■ Manufacturing Training

■ Healthcare Training

■ Retail Training

■ Sales Readiness

■ How Can I Get Started?

■ Q&A


Mobile Learning – Value Question

■ Many organizations believe there is value in a mobile solution

■ Challenge is to quantify the business benefit to the organization


Who is saying what about mobile….

Bersin – Predictions for 2012


Social Learning – What’s The Value?

■ Social learning & collaboration is not

just about individuals communicating

■ Opportunity is to leverage those

interactions for the benefit of the rest of

the organization

■ Further extract value of talent

management investment – transition

from “task tool” to “information

destination”

I am sitting here – how do I

collaborate with and learn from…

A colleague way over here in a

meaningful way that is captured and

benefits the rest of the organization?


Formal Training Vs Social Learning

Formal Training

• Developed by professionals

• Modules lasting hours

• Delivered by experts

• Pushed and scheduled

• Rigid and controlled

Social Learning

• Developed by anyone

• Segments lasting minutes

• Delivered by anyone

• Pulled and real-time

• Dynamic and ad hoc

Not a Replacement – It’s Additive


Social Learning & Collaboration

Globally-distributed food services

company

■ Business Problem

■ Globally distributed workforce

without a central system for the

sharing of best practices

■ Example

■ Creating pizza in China – one

manager found a way to reduce

the use of mozzarella and cut cost

of pizza production by 10%

■ Had no easy way to share this with

peers

■ Desired Solution

■ A central set of communities of

practice to share best practices

■ Available worldwide and around

the clock

Medical Association

Business Problem

The value of their offering is

limited by “canned” content

provided by the association.

Constant requests by customers

to allow users to share

content/expertise

Example

Offering “informal” learning and

information can improve the

stickiness of their site

Will become an information

destination and not just for

learning

Desired Solution

Communities of practice

Document/content sharing


Industry

• Nurses and doctors with limited

access to computer

• High volume of HIPPA, JCAHO

and OSHA compliance training

• Growing use of tablet devices

• On-the-job training and

evaluations

• Highly mobile workforce of

Brokers and Agents where revenue

generation is paramount

• High volume of SEC, FINRA and

CFTC compliance training

• Rapidly changing product and

market info

Healthcare Financial Services

• Line workers and field sales with

limited access to computer

• High volume of OSHA and

ISO training


evaluations

• Pressure from channel to deliver

information to mobile devices

Manufacturing & High Tech

• Sales team with need to show

multimedia content to

physicians while onsite • Rapidly changing product and

market info

• High volume of compliance

training required by the FDA

Life Sciences

• Retail store workers with limited

access to computer

• Store Operations struggling with

delivering training in low bandwidth

environments


evaluations

Retail

• Mining, drill rig workers and

airline personnel with limited

access to computer

• High volume of safety and

compliance training from OSHA

and FAA


evaluations

Energy & Transportation

Industry Compliance Challenges


Polling Slide – What is the biggest barrier to implementing a mobile learning solution within your organization today?

■ Insufficient budget to implement solution

■ Concerns about security of content

■ No perceived need

■ Insufficient technology infrastructure to support mobile

■ Inability to make strong business case


Agenda




■ Retail Training

■ Sales Readiness


■ Q&A


Manufacturing - Learning Challenges

■ Several of the top challenges in

training manufacturing

personnel can be addressed

via mobile learning

■ Inability to rapidly deliver and

track compliance, safety and

process information updates can

have disastrous effects

Issue Global Metrics

Lack of formal

education &

technology

experience

Less than half of manufacturing

personnel have any post-high school

education and have limited

technology skills

Ability to distribute

important safety

and process

information updates

Less than 40% of manufacturing

organizations can distribute and track

access to critical information updates

in less than 24 hours

Limited access to

technology

Limited computers accessible from

manufacturing floor creates a

“training” bottleneck


Typical Compliance Challenges

Compliance process information

changes so rapidly that document-

based content is most efficient form

Currently no ability to deliver

such material efficiently to mobile

users and track access for

compliance measurement

Requires users to make

decisions between critical job

functions or required compliance

training

Training is delivered inefficiently,

is outdated and measuring

compliance is difficult at best

Manual paper-based compliance

process. Inefficient and rampant

with processing errors

Users not able to complete

compliance training on schedule to

other work demands

Some of the user population rarely or

never has access to a computer – all

training conducted manually

Significant volume of compliance

training is experiential and OJT – all

such records captured on paper


Manufacturing – Mobile Learning Value

■ Ability to push safety, compliance

and process updates to large

populations quickly and track

access

■ Expand the pool of users that can

be trained – bypass limited

computer assets

■ Provide technical and skills training

to personnel at a time that is

convenient to their schedule –

investment in self-paced individual

development

Mobile

Learning

Process Changes

Expand Reach Beyond Limited

Computer Assets

Increase Compliance

Rates

Rapid Knowledge

Assessments

Investment in Individual

Development

Enhance Mobility

Safety Procedure Updates


Agenda




■ Retail Training

■ Sales Readiness


■ Q&A


Healthcare - Learning Challenges

■ Several of the top ten

challenges facing healthcare

workers can be positively

impacted by leveraging mobile

learning

■ Challenges are even more acute

in developing countries where

infrastructure for online learning

is limited

Issue Survey Metrics

Lack of

advancement

opportunities

Less than 50% of survey respondents

indicated their organization offered

employee development programs

Lack of mentoring Only 37% felt that their organization

offered opportunities to mentor others

Limited access to

technology

Only half of employees felt that their

organization provided enough

technology-based training

Lack of training Just over 50% felt that they had

access to job focused training and

only 40% had access to cross training

opportunities

Career Builder's Turnoverx: How to Cure the Retention Problems

Ailing Your Health Care Organization - 2010


Healthcare – Mobile Learning Value

■ Access to current best practices,

regulations and policies is key

■ Optimizing compliance rates

■ Ability to quickly and easily assess

the knowledge of the user base

and remediate to benefit patient

outcomes

■ Mobile learning initiatives can be

easily tied to continuing education

tracking to optimize that process

Mobile

Learning

Best Practices

Documents

Regulatory Courses &

Docs

Increase Compliance

Rates

Rapid Knowledge

Assessments

Ease Continuing Education

Enhance Mobility

Policies & Procedures


Polling Slide – Is your organization delivering and tracking access to document-based content via the LMS today?

■ Yes

■ No, but we do have plans to do so in the future

■ No and we have no plans to do so


Agenda




■ Retail Training

■ Sales Readiness


■ Q&A


Retail - Learning Challenges

■ Many of the most significant

training challenges facing retail

organizations can be positively

impacted by leveraging mobile

learning

Issue Global Metrics

Limited training

investment and

opportunities

The average retail company spends

less than $100/year on training for

each employee

Younger generation

of employees with

different learning

expectations

Average age of employees in retail

organization is lower than other

industries and these users have

grown up with mobile technology

Limited access to

technology

Limited computers accessible in retail

establishment and significant

bandwidth constraints

Obarski, A. (2006). Training Retail Employees. The Sideroad


Retail – Mobile Learning Value

■ Increase “off-the-clock” learning

opportunities cost effectively – can

assist in reducing turnover

■ Rapidly push out new product

information from multiple vendors

and track access

■ Engage younger generation

employees with mobile learning

■ Leverage the bandwidth of mobile

carriers to deliver content –

alleviates need to use valuable and

limited bandwidth in the store

Mobile

Learning

Increase Engagement

Bandwidth Optimization

Improve Brand

Awareness

Customer Service Updates

Track Access to Stream of

Informal Content

Individual Development

to Reduce Turnover

New Product Information


Agenda




■ Retail Training

■ Sales Readiness


■ Q&A


Sales Readiness – Key To Success

■ Most senior executives indicate that their biggest business

challenge is how to effectively manage change across their

organizations while keeping the revenue chart trending up

■ Sales readiness has evolved from a revenue-generating tool used

by individual salespeople to a management platform and

philosophy directing enterprise growth

■ Ensuring that your sales team is product knowledgeable and has

access to product information resources at the point/time of need

can be the single biggest influencer of sales success


Sales Readiness – Sanity Check

■ Consistency: Can you ensure standards in sales messaging and

execution, and have a repeatable management operating rhythm?

■ Market Responsiveness: Can you accelerate the learning curve

for new revenue streams and rapidly ramp up new hires,

streamline acquisitions and educate partners in a manner suited

to the seller and the situation?

■ Individual Empowerment: Can your people take ownership of

developing, locating and customizing customer-facing sales

assets and engage with strategic selling resources in a brand-

driven, initiative-focused manner?

■ Rapid Mobilization: Is your sales team ready for collaboration and

execution anytime, anywhere?


Typical Sales Readiness Challenges

Product information rapidly changing

and developing formal eLearning not

practical in all cases

Great deal of sales readiness

material provided in document-

based format and access to this

information is not tracked

Sales using outdated information

and not representing products

correctly or setting incorrect

expectations with customers

Critical information access not

always possible and not easy to

locate – lack of responsiveness

to customer

Potential for significant lost

revenue in incorrect expectation

setting and invalid pricing

Field sales personnel not aware of or

do not have access to most up to date

product information

Sales team is highly mobile and does

not have access to corporate

information stores for periods of time

Changes to product availability and

pricing not being provided to sales in

a timely manner and access tracked


Typical Sales Scenario

■ Marie is a new salesperson for Acme Medical Device Company –

she has been with the company only about 6 months

■ Marie is getting ready to meet with an existing physician customer

to review the company’s new line of products

■ Marie had spent time briefing herself on the key new product facts

and messages the night before the meeting

■ After Marie provides his standard product overview the physician,

Dr. Jones, has some clarifying questions

Marie, what are

the key results of

the efficacy study

on this new blood

thinner product?

I know that we

conducted an in-depth

study but I don’t

recollect the results.

Let me get back to

you on that


■ All this amounts to a near certain lost sales opportunity, due to

■ Inability to respond to product questions in a timely manner

■ Incorrect product information or availability being conveyed

OK, thanks. When is

that product going to

be released? I need

availability by end of

November or will

have to find an

alternative solution

Our current target release

date is end of December. Let

me confirm that date however

NOTE: In fact the latest

product briefing indicated the

release date had been moved

up to October

Do you know if the

new product will be

compatible with your

red blood cell testing

device?

I can find that out. Just give

me a few minutes to get my

laptop booted up and check

out the product compatibility

matrix

You will need to get

back to me on that

question. I need to

run to another

appointment


SumTotal Mobile – Different Outcome

■ Just prior to the meeting, Marie could have

accessed latest product information and

formal training on her smartphone

■ While in the meeting, Marie could have

accessed latest product info very quickly

on her smartphone to answer customer

questions

■ The product, training or marketing teams

could easily access reports to determine

which sales representatives have been

accessing which content


Polling Slide – What do you anticipate would be the greatest value in implementing mobile learning?

■ Increase in training completion/compliance rates

■ Ability to deliver information to users more efficiently

■ Users would be better educated on products and services

■ Increase in user productivity


Agenda




■ Retail Training

■ Sales Readiness


■ Q&A


Mobile & Social – Getting Started

■ Identify a particular business initiative that

will benefit from mobile & social learning –

get a quick win

■ Identify content that is most conducive to

mobile delivery

■ Determine how you will incent people to

contribute content to the social communities

Key Mobile Capabilities

Offline delivery of SCORM 1.2 content

Ability to deliver/track document-based content

Multi-language support

Manager approvals for course registrations

■ Identify vendors that can

provide a turnkey solution with

existing mobile & social learning

experience


Polling Slide – Where do you gauge the current demand for mobile learning amongst users?

■ Users are actively seeking/asking about mobile learning

■ There is interest but not at a level to justify implementing a

solution

■ Very little demand for access to mobile learning


Free Learning Resources Visit us at http://www.sumtotalsystems.com

Whitepapers

■ Building a Business Case for Mobile Learning

■ HR Field Guide: 5 Tips to Effective Mobile Learning

■ Top Learning Trends for 20212

■ The 7 Cs of Social Learning: How Social Learning Technologies Can

Meet Today’s Business Challenges

■ 5 Ways to Improve Learning with Performance Management

http://www.sumtotalsystems.com/

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