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Results Matter: Blending Forman & Informal Learning for Employee Accreditation

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Information about Results Matter: Blending Forman & Informal Learning for Employee...
Business & Mgmt

Published on May 4, 2012

Author: willyerd1

Source: slideshare.net

Description

Presentation as ASTD 2012 ICE on blending formal and informal learning for sales learning and accreditation
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Results Matter: BlendingFormal & InformalLearning for EmployeeAccreditationKarie WillyerdVice President & Chief Learning Officer© 2012 SuccessFactors, an SAP Company. All rights reserved.© 2012 SuccessFactors, an SAP Company. All rights reserved. 1

Insert QR code from SlideShare & url when completeFind SlidesHere: © 2012 SuccessFactors, an SAP Company. All rights reserved. 2

My Background #1 © 2012 SuccessFactors, an SAP Company. All rights reserved. 3

Agenda• The challenge• Why accredit?• Defining terms• Components of accreditation for a sales role• How we will measure success• Next in the journey © 2012 SuccessFactors, an SAP Company. All rights reserved. 4

TheChallenge? © 2012 SuccessFactors, an SAP Company. All rights reserved. 5

Ever Heard This? Go train the entire sales force on our products!!! © 2012 SuccessFactors, an SAP Company. All rights reserved. 6

What Do You Say Next? © 2012 SuccessFactors, an SAP Company. All rights reserved. 7

I Always Start With: © 2012 SuccessFactors, an SAP Company. All rights reserved. 8

What Did the Boss Really Mean? Our revenue isn’t meeting expectations! Customers tell me they didn’t know we had product X! New sales people take too long to get to quota! Sales is selling too much of A and not enough of B! © 2012 SuccessFactors, an SAP Company. All rights reserved. 9

Sound Familiar? By the way, there’s no time for fancy analysis! I need results now! © 2012 SuccessFactors, an SAP Company. All rights reserved. 10

The Real Issues1. The time it takes for a new sales rep to get to quota2. The diversity of product mix our sales reps sell3. Our ability to sell at the top of the house4. Predictable pipeline5. The time it takes our services team to configure6. The amount of low-level calls to Support7. The number of qualified partners8. Etc.These are the kinds of goals on our annual performance commitments! © 2012 SuccessFactors, an SAP Company. All rights reserved. 11

Our Analysis Approach © 2012 SuccessFactors, an SAP Company. All rights reserved. 12

What the Reps Said:Why they say It takes a long time to ramp: 1. Too much unorganized information 2. Difficult to navigate company infrastructure 3. Lack of quality mentoring / good on-boarding 4. Don’t understand our internal tools: BMI, SFDC, Deal Desk 5. Lack of quality management involvementWhat reps say they need from managers: 1. Need an actual mentor, coach 2. Remove road blocks 3. Spend time with the team 4. Sales process support 5. Better territory planning © 2012 SuccessFactors, an SAP Company. All rights reserved. 13

What Research & Experience Told Us: • Be sure we’re hiring to the right profile • Get to reps early in their employment • Create sales goals just a little beyond comfortable • Reinforce learning on the job • Build a blended solution • Train the managers on coaching • Ensure they have the collateral they need • Give them hands on prospecting experience • Create learning goals reinforced by management © 2012 SuccessFactors, an SAP Company. All rights reserved. 14

How Are Those Kinds ofChallenges Fixed? © 2012 SuccessFactors, an SAP Company. All rights reserved. 15

How Does Learning Really Happen? © 2012 SuccessFactors, an SAP Company. All rights reserved. 16

What We Proposed • Building the profile • Training managers • Interviewing job aids • Train existing sales team at annual meeting • Expand bootcamp and make mandatory in first 30 days • Build accreditation process for all sales • Assign professional mentors • Expand curriculum • Leader development • Informal learning © 2012 SuccessFactors, an SAP Company. All rights reserved. 17

WhyAccreditation?Definitions? © 2012 SuccessFactors, an SAP Company. All rights reserved. 18

Mutual Benefits of Accreditation*For the employee: For the organization:• Career advancement • Improved productivity and• Mobility profitability• Job security • Employee motivation• Self confidence • Employee relations• Pride • Workforce planning• Job satisfaction • Progress toward being a• Personal fulfillment learning organization • Improved management style * Partially sourced from John Geale, “Accreditation of Employee Development,” 1995 © 2012 SuccessFactors, an SAP Company. All rights reserved. 19

Accreditation vs. CertificationFor purposes of this presentation, the following definitions are used. Thesemay not be universal definitions.Accreditation Certification• Recognition that an employee • Recognition that an employee has achieved a qualification has achieved a standardized level in a body of knowledge qualification level in a body of through measurable results knowledge through• Valid for demonstrating measurable results competence within the • Valid for demonstrating sponsoring organization competence across• Granted by the organization organizations • Granted by an independent third party © 2012 SuccessFactors, an SAP Company. All rights reserved. 20

Disclaimer #1 We are still on the journey for the following phases and in mid-implementation. Your feedback and advice are welcome! © 2012 SuccessFactors, an SAP Company. All rights reserved. 21

Our Accreditation Path Do you know the Can you content apply your Can you area? knowledge deliver Have you in a measurable shared your relevant results? capability situation? with the broader community? © 2012 SuccessFactors, an SAP Company. All rights reserved. 22

ApplyingAccreditationto a SalesRole WithBlendedLearning © 2012 SuccessFactors, an SAP Company. All rights reserved. 23

Examples of Sales Accreditations• Product expertise• Building a pipeline• Positioning our value proposition• C-level conversations• Negotiating and closing a deal © 2012 SuccessFactors, an SAP Company. All rights reserved. 24

Sales Mentors• Since we are in high- growth mode, we are exhausting managers and new-hire buddies• We hired five sales mentors who meet with the employee and his/her manager regularly• They are using a checklist derived from our Predictive Action Model (PAM) to determine progress• Each new rep assigned progress status from the bootcamp onward © 2012 SuccessFactors, an SAP Company. All rights reserved. 25

Mentor Roles• Help make connections to people and information• Practice discovery questions, pitches, presentations• Review research gathered and account plans as requested• Coach on how reps can get what they need from their managers• Monitor and discuss pipeline and related activities• Capture data to build out a Predictive Action Model to give early warning signs and indicators of success and risk to implement appropriate interventions• Gather feedback on manager involvement• Communicate with manager’s on rep progress; coach manager as needed © 2012 SuccessFactors, an SAP Company. All rights reserved. 26

Disclaimer #2We love our products! A secondary goal is to use our own products as a part of our solution. © 2012 SuccessFactors, an SAP Company. All rights reserved. 27

Knowledge: Performance & GoalsExample for Sales Rep• Demonstrated by passing a test• Knowledge may be acquired formally or informally; no mandatory training required for Performance & Goals• Formal delivery options include eLearning in the LMS; strongly suggested as homework for bootcamp• Informal options include Jam groups, a marketing portal with sales collateral, books and articles in our Books 24x7 library, peer-to-peer consultation• Reps can be automatically invited to Jam groups upon hiring, upon completing a course, etc.• Recorded in the LMS as Phase I achievement © 2012 SuccessFactors, an SAP Company. All rights reserved. 28

Curated Informal Content Example © 2012 SuccessFactors, an SAP Company. All rights reserved. 29

Discussion Groups © 2012 SuccessFactors, an SAP Company. All rights reserved. 30

Test Example © 2012 SuccessFactors, an SAP Company. All rights reserved. 31

Lots of Ways to Find Learning © 2012 SuccessFactors, an SAP Company. All rights reserved. 32

Behavior• Demonstrated application of the knowledge• Accomplished by incorporating knowledge into an account plan• Manager reviews account plan and signs off that the Performance & Goals part of the account plan is solidly prepared• Manager sign-off is done through the LMS• Employee is accredited for Phase II• This phase completely on-the-job © 2012 SuccessFactors, an SAP Company. All rights reserved. 33

Results• Demonstrated sales in Performance & Goals• Signed off by manager who validates that the rep held primary responsibility for the sale• Manager sign-off is done through the LMS• Dollar value of sale recorded in the LMS for determining ROI• Rep is assigned level III accreditation © 2012 SuccessFactors, an SAP Company. All rights reserved. 34

Contribution• Informal learning communities work best when experts contribute• Rep may contribute by doing any of the following: • Load a presentation used with a client to sell Performance & Goals • Host a webinar • Record a video talking about the win with tips and advice • Be a new-hire buddy to a new rep • Post a link to a valuable web resource • Etc.• Rep submits evidence to learning• Rep accredited as Phase IV © 2012 SuccessFactors, an SAP Company. All rights reserved. 35

Summary of ApproachPhase Deliver Validate RecordKnowledge eLearning LMS test LMS Live Jam/informalBehavior Informal OTJ Manager OTJ LMS Manager coaching Mentor coaching Informal resourcesResults On the job Manager OTJ LMS experience Manager coaching Mentor coaching Informal resourcesContribute Jam Portfolio LMS On the job submission © 2012 SuccessFactors, an SAP Company. All rights reserved. 36

Metrics andWhat‟s Next © 2012 SuccessFactors, an SAP Company. All rights reserved. 37

Metrics• Reported metrics • Bootcamp assessment • Progress to quota • Early anecdotes • Evaluations• Collected metrics (eventually will report) • Pipeline status • Manager evaluation • Forecast accuracy • Numbers of modules sold • Etc. © 2012 SuccessFactors, an SAP Company. All rights reserved. 38

Mentee Success StoriesQ1‟12 New Hire RSMs Early on – start with anecdotes so successCA– Enterprise DS– Geo• Date of hire: Jan 16 • Date of hire: Jan 16• 2 upsell deals to: • J.J.B Hilliard Lyons $XK. Align & Cameron $X PM&GM Perform, LMS, Succession & CDP; Anadarko $X Jam Taleo replacement• Took them from, “Hi, I’m your new • New business from a “contact us” SuccessFactors Account Manager.” via website To “Sign here” in about 6 weeks. • Did the demo DURING bootcamp• Used Bootcamp knowledge to and used competitive info and sales create presentations for both network from bootcamp to help• His key to first quarter success: close “Calling on all my accounts right • His key to first quarter success: away and keeping an open mind “Know who to go to!!! I received help when you’re told, “They are your from many different people, to make account, but they don’t like us. Good the deal come in. RSMs that utilize luck.” their resources the most efficiently will win faster and more often.” © 2012 SuccessFactors, an SAP Company. All rights reserved. 39

New Hire Bookings Achievement (RSMs & RVPs) Q3 ‟11 Q4 ‟11 Q1 „1219 Q3 ‘11hires25 Q4 ‘11hires35 Q1‘12 hires Revised No sales training Partial quota starts On quota here © 2012 SuccessFactors, an SAP Company. All rights reserved. 40

Other Phase I Solutions• Sales Governance Council• Sales Framework Development• Resource libraries• All while integrating with SAP! © 2012 SuccessFactors, an SAP Company. All rights reserved. 41

What‟s Next• Integration of PAM with our Workforce Analytics module to collect Level IV Kirkpatrick results• Build out and implement entire accreditation process• Continue role-based curriculum development • SCs • SMB reps, etc.• Create a single gateway for learning/collateral access• Continue detailed analysis with Allison Rossett and streamline/edit offerings accordingly• Integrate our process with SAP © 2012 SuccessFactors, an SAP Company. All rights reserved. 42

Questions? © 2012 SuccessFactors, an SAP Company. All rights reserved. 43

kwillyerd@successfactors.comTwitter: @angler © 2012 SuccessFactors, an SAP Company. All rights reserved. 44

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