Elearning! - December 2007/January 2008 - (Page 29)

LEARNING INITIATIVE EXCELLENCE Judge: Kim Lamoureux “These winners — all technology companies — used learning to solve specific business issues,” says Lamoureux. “Their goals were well-defined and their metrics business-focused. Interestingly, all initiatives were related to improving customer service and were driven by high-profile, empowered teams formed expressly to solve the challenges.” SumTotal Systems: Within the last year, SumTotal Systems launched two major initiatives, Total Immersion and Total Satisfaction, both of which drove noteworthy business results, including reduced time to competency for new technical and service employees, improved employee retention and increased customer satisfaction. The programs were conceived and developed by a new Talent Management Group, empowered by senior executives to cut through organizational obstacles and to address the underlying factors of customer satisfaction. Hewlett-Packard Software: This technology giant revamped technical training for internal employees, partners and customers. A new organization, Global Technology Enablement, drove and managed the change, which included a global LMS implementation and the creation of HP Software University. A sophisticated content model leverages SMEs and content for multiple learning audiences to rapidly deliver new product training to key audiences. Two of many impressive business results: training volume has increased by almost 400 percent and average time-to-market for training is now 28 days, down from 120. CA, Inc.: CA’s Security Training Program targets all employees involved in sales, support and services for the company’s complex IT security products. The program, which was implemented in 10 weeks, covers positioning, demonstrating, selling, implementing, integrating and troubleshooting. Business impact was immediate. Product sales rose 12 percent, service revenues increased about 25 percent, and problem escalations dropped by 19 percent. ORGANIZATIONAL MANAGEMENT EXCELLENCE Judge: Leighanne Levensaler “While these winners are quite different, they both demonstrate strong best practices,” says Levensaler. “For instance, Citibank prioritizes its programs according to business needs and uses a consistent and business-focused approach to measurement. The NSTA’s content strategy and standards ensures scalability and reusability, and its governance ensures representation and alignment.” Citibank Asia Pacific Consumer Bank: Citibank APCB’s regional learning and development system is organized into eight learning academies, each designed to support specific functional areas, such as retail banking, direct sales and customer service. Each academy has its own mission, priorities and curriculum in order to maintain a tight business alignment. The business focus has paid off. Within the last year, Citibank Indonesia moved from seventh to first place in a major customer service survey and Citibank Philippines reduced collections-related complaints by 50 percent. National Science Teachers Association: The NSTA, which supports 2.1 million U.S. science teachers, takes a highly methodological, systems-based approach to professional development. A board of directors, a council, a representative congress and a corporate advisory board evaluate budgets and initiatives in accordance with the association’s five-year strategic plan. The mission of the association’s Learning Center is to support the professional development requirements of K-12 science teachers, which vary state by state, with highly cost-efficient and effective online content and other resources. VENDOR INNOVATION Judge: Chris Howard “This was a very tough category to judge because we had many excellent applications,” says Howard. “All companies recognized had solutions that had a strong element of innovation – some through use of technology, others by creating new processes or through unique customizations. All winners also brought to us very compelling examples of business impact.” Sonic Foundry (tools): Mediasite is a Webcast presentation tool that provides a very rich viewing experience. Mediasite can capture video, slides and audio. The company has patented the technology used to capture and automatically index and 2007 Honorable Mentions Operational Excellence >> AT&T (www.att.com): Implemented blended learning initiative for sales and service employees and customers worldwide designed to help business customers manage accounts online. >> Symantec (www.symantec.com): Launched global employee training initiative to support strategic new product rollout. >> RWD (www.rwd.com): Developed onboarding program tightly integrated with its other operational processes. Leadership Development Excellence >> Luxottica (www.luxottica.com): Implemented talent management program to build bench strength in its leadership ranks and share talent across retail brands. Initiative Excellence >> Carlson Wagonlit Travel (www.carlsonwagonlit.com): Devised business game for customer-facing employees designed to show connection between the front line and financial performance. Vendor Innovation: >> Articulate (www.articulate.com): Rapid E-Learning Studio Pro, an integrated suite of three desktop authoring tools >> Enspire (www.enspire.com): Account Challenge, a simulation engine designed to develop and improve soft skills for salespeople and customer service representatives >> Harbinger Knowledge Products (www.harbingerknowledge.com): Custom Interactivity Building Solution (CIBS), a rapid and cost effective methodology for elearning content development Elearning! December 2007 / January 2008 29 http://www.att.com http://www.symantec.com http://www.rwd.com http://www.luxottica.com http://www.carlsonwagonlit.com http://www.articulate.com http://www.enspire.com http://www.harbingerknowledge.com

Table of Contents Feed for the Digital Edition of Elearning! - December 2007/January 2008

Elearning! - December 2007/January 2008 Contents Editor’s Note News Google Tops List Learning Hours Increase Web 2.0 Whitepaper Available Listing World-Class Learners Kick Your Career in High Gear Trendline Best of Elearning! Awards Happy Birthday to Us Virtual Worlds for Learning Learning Leaders: Innovation, Excellence Learning Leaders Case Studies The Business Case of E-learning The Business Case for E-learning Case Study: Adecco Case Study: GlaxoSmithKline Case Study: Williams Scotsman New Products Collaboration Tools Content Pop Quiz Last Word

Elearning! - December 2007/January 2008

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