Chief Learning Officer - December 2008 - (Page 49)

EXCELLENCE IN OUTSOURCING• GOLD • PROVIDER AWARD PerformTech Inc. A new, consolidated organization created the need for centralized leadership within U.S. Customs and Border Protection (CBP) training programs. The CBP was established in 2003 as part of the Department of Homeland Security. It combined portions of the Immigration and Nationalization Service, the Border Patrol, the U.S. Customs Service and the Animal and Plant Health Inspection Service. Each of those organizations had separate training programs — all operating with their own standards, vendors, technology infrastructure and delivery facilities. For the ﬁrst three years of CPB’s existence, the CPB Ofﬁce of Training and Development (OTD) was faced with the task of standardizing training programs for more than 44,000 employees and assuming responsibility for ﬁve separate training academies. With congressional mandates set to increase the demand for training within CBP, a streamlined approach to training development was crucial. In March 2006, OTD announced its application of the “factory ﬂoor” concept for its training consolidation. The OTD selected PerformTech as the single vendor to streamline the CBP training. PerformTech entered into ongoing alliances with a variety of other training vendors and subject matter experts to provide additional capabilities — such as task-based language training expertise — and to provide surge capacity for quick turnaround assignments. PerformTech’s outsourcing responsibilities fall into four categories: • Integration • Development • Deployment • Maintenance In the ﬁrst full year of joint operation, PerformTech and OTD processed 86 business-case requests, completed more than 50 development projects, produced hundreds of hours of video footage and printed and shipped more than 20,000 training manuals. The partners also completed comprehensive analyses of four large-scale curricula, including the 19-week Border Patrol Basic Academy curriculum, CBP Ofﬁcer Port Training curriculum, CBP Ofﬁcer Outbound Training curriculum and Basic Entry Specialist curriculum. EXCELLENCE IN OUTSOURCING • SILVER • PROVIDER AWARD Resolute Learning The Microsoft Academy consists of ﬁve Microsoft and 44 Resolute Learning employees. The Academy is a community-based peer-to-peer virtual learning environment outside of any formal learning organization within Microsoft. Resolute Learning’s support has included day-to-day operations, strategic thought leadership for full-time staff and the creation of Academy offerings and processes. Microsoft Academy offers the following: • Academy Live Web Conferences: Academy Live Web conferences are one-hour sessions conducted on Microsoft Live Meeting. There are more than 600 of these sessions each year. Average attendance per session ranges from 80 to 100 attendees from all worldwide regions and roles within Microsoft. Resolute Learning provides lead, sales, operations and project manager resources to Academy Live. • Academy Mobile: Microsoft launched its Academy Mobile offering in July 2007. The program is based on Web 2.0 ideas of collaboration, user empowerment and social computing. Academy Mobile has a YouTube-like interface that allows anyone at Microsoft to produce and post podcasts and other media. Resolute Learning provides program management and technical project management to Academy Mobile. Resolute Learning also maintains the Academy Mobile Web site and provides quality control and user interface expertise for the site. • Academy Classes: Academy classes are Web-delivered, asynchronous classes facilitated by an instructor. The distance-learning model used in higher education was modiﬁed to ﬁt the Microsoft environment. Classes span several weeks and allow learners to access class materials as their daily work schedules permit. Resolute Learning provides lead, registrar, instructional designers and class advisers to Academy classes. • Partner Academy Classes: The Microsoft Partner Academy delivers customized content versions of classes to Microsoft partners worldwide. The Partner Academy is a software-as-a-service (SaaS) business that has a custom delivery platform. The Academy serves most technical and sales roles, reaching more than 28,000 Microsoft employees and 6,500 partners worldwide. 49

Table of Contents Feed for the Digital Edition of Chief Learning Officer - December 2008

Chief Learning Officer - December 2008 Editor’s Letter Contents Connections Business Impact Best Practices Effectiveness Guest Editorial The Future of Learning CLO Profile Learning Opportunities Embedded in Social Networking ManTech Leverages Knowledge Management Approaches for Social Networking Agility Training for the Learning Organization Creating an Agile Organization With Learning 2.0 2008 Learning In Practice Awards Corporate Social Responsibility: How Can Learning Contribute? Union Fenosa Corporate University: How CSR Education Impacted the Bottom Line Training in the 21st Century: Everything Old Is New Again Zions Bancorp.: Connecting the Dots Case Study Business Intelligence Advertisers’ Index Editorial Resources In Conclusion

Chief Learning Officer - December 2008

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