Training Industry Magazine - September/October 2020 - 46

CASEBOOK

LESSONS LEARNED: A SHARED
SERVICES IMPLEMENTATION
BY JASON WEBER

In 2018, while working for a state agency
in the Midwest, our team was tasked
with aligning human resources functions
across 25 state agencies into one
centralized team under a new legislative
mandate. While this new team would go
from 40 employees to 400 employees
overnight, the training and development
function would shift from small teams
assigned to specific agencies to one
enterprise training and development
team of 25. The scope of training for the
trainers shifted from one agency to now
considering the design and delivery of
training for over 35,000 employees
across 25 agencies.
WE'RE DOING WHAT?!
My first announcement to the training
and development team at each
agency was met with mixed reactions.
Responses ranged from excitement to
resistance toward the shared services
implementation. Within the negative
responses, I learned some had yet to
hear that they were part of a shared
services
implementation.
Instead
of discussing what this new model
of training and development would
look like, I spent the first six months
delivering informational presentations
to leadership and team members about
the benefits this change would bring.
Additionally, the lead organization did
not have a strong reputation around
training and development. This required
me to build relationships, so employees

| 46

understood the standards that were
being set for this new team.
WHAT ABOUT ME?
As relationships formed across agencies,
another level of relationship development
was becoming more visible. During my
initial meetings with my new team,
there was an overwhelming concern
about their current roles. Employees
also worried that they would be forced
into something that would negatively
impact them.

PATIENCE IS KEY. BE
WILLING TO LISTEN
AND BE ATTENTIVE TO
THE NEEDS OF THOSE
AROUND YOU.

Each team member came from agencies
with varying methods of delivery.
Some had a learning management
system (LMS); some didn't. Some used
eLearning software; some didn't. Some
only contracted with external speakers,
so they didn't have experience with
training delivery. Ideally, I would identify
commonly used tools and move toward
integrating the entire team under one

technology package. Unfortunately,
because these agencies used different
tools that had varying end dates,
different pricing structures and different
standards for what qualified effective
training technology, there were a
number of challenges that quickly halted
our movement.
We were also advised that our
organization would be required to
reduce its operating budget by a
significant amount. As a result, I had staff
who wanted training to use the tools
that their peers were using but lacked
the funds to do so.
LET'S MOVE FORWARD
Recognizing that there were a number
of dynamics that could halt progress
for our team, we needed to move
forward. We knew it was going to be
messy, and we knew there would be a
lot of changes. Even with this knowledge,
there were two key structures to establish:
our team organizational structure and
our training catalog.
Organizational Structure
When I took over, I was handed a word
document that included the structure in
Figure 1. I was told that this was the plan for
an enterprise training and development
team. I asked questions but ultimately
ended up with, "You figure it out."



Training Industry Magazine - September/October 2020

Table of Contents for the Digital Edition of Training Industry Magazine - September/October 2020

Building a Great Training Organization
Table of Contents
The Strategic L&D Plan
Developing a Great Training Organization Like a Healthy Brain
Change-ready L&D: Ingredients for Success
What Great Training Organizations Do
Building a Learning Strategy thath Drives Business Results
L&D Bottleneck: Why Your Training Material Isn't Being Utilized
10 Best Practices for Leading a Great Training Organization
The Untapped Goldmine of the Service Professional as the Trusted Advisor
Do We Really Need Learning Platforms? Understand the Learning Landscape and Spend Your Budget Wisely
Improving Instructor Development and Performance with Observations
How to Leverage Business Acumen to Create a Future-ready Organization
Accounting for Learning Investments and Organizational Impact
Lessons Learned: A Shared Services Implementation
The Brave New World of L&D: Stepping Up in the Age of Disruption
Winning the Battle for Learner Engagement
Sales Enablement Comes of Age
Company News
Training Industry Magazine - September/October 2020 - Intro
Training Industry Magazine - September/October 2020 - 1
Training Industry Magazine - September/October 2020 - 2
Training Industry Magazine - September/October 2020 - 3
Training Industry Magazine - September/October 2020 - 4
Training Industry Magazine - September/October 2020 - Building a Great Training Organization
Training Industry Magazine - September/October 2020 - Table of Contents
Training Industry Magazine - September/October 2020 - 7
Training Industry Magazine - September/October 2020 - 8
Training Industry Magazine - September/October 2020 - 9
Training Industry Magazine - September/October 2020 - 10
Training Industry Magazine - September/October 2020 - The Strategic L&D Plan
Training Industry Magazine - September/October 2020 - 12
Training Industry Magazine - September/October 2020 - Developing a Great Training Organization Like a Healthy Brain
Training Industry Magazine - September/October 2020 - 14
Training Industry Magazine - September/October 2020 - Change-ready L&D: Ingredients for Success
Training Industry Magazine - September/October 2020 - 16
Training Industry Magazine - September/October 2020 - What Great Training Organizations Do
Training Industry Magazine - September/October 2020 - Building a Learning Strategy thath Drives Business Results
Training Industry Magazine - September/October 2020 - 19
Training Industry Magazine - September/October 2020 - 20
Training Industry Magazine - September/October 2020 - 21
Training Industry Magazine - September/October 2020 - L&D Bottleneck: Why Your Training Material Isn't Being Utilized
Training Industry Magazine - September/October 2020 - 23
Training Industry Magazine - September/October 2020 - 10 Best Practices for Leading a Great Training Organization
Training Industry Magazine - September/October 2020 - 25
Training Industry Magazine - September/October 2020 - 26
Training Industry Magazine - September/October 2020 - 27
Training Industry Magazine - September/October 2020 - The Untapped Goldmine of the Service Professional as the Trusted Advisor
Training Industry Magazine - September/October 2020 - 29
Training Industry Magazine - September/October 2020 - Do We Really Need Learning Platforms? Understand the Learning Landscape and Spend Your Budget Wisely
Training Industry Magazine - September/October 2020 - 31
Training Industry Magazine - September/October 2020 - 32
Training Industry Magazine - September/October 2020 - 33
Training Industry Magazine - September/October 2020 - 34
Training Industry Magazine - September/October 2020 - Improving Instructor Development and Performance with Observations
Training Industry Magazine - September/October 2020 - 36
Training Industry Magazine - September/October 2020 - 37
Training Industry Magazine - September/October 2020 - How to Leverage Business Acumen to Create a Future-ready Organization
Training Industry Magazine - September/October 2020 - 39
Training Industry Magazine - September/October 2020 - 40
Training Industry Magazine - September/October 2020 - 41
Training Industry Magazine - September/October 2020 - Accounting for Learning Investments and Organizational Impact
Training Industry Magazine - September/October 2020 - 43
Training Industry Magazine - September/October 2020 - 44
Training Industry Magazine - September/October 2020 - 45
Training Industry Magazine - September/October 2020 - Lessons Learned: A Shared Services Implementation
Training Industry Magazine - September/October 2020 - 47
Training Industry Magazine - September/October 2020 - 48
Training Industry Magazine - September/October 2020 - The Brave New World of L&D: Stepping Up in the Age of Disruption
Training Industry Magazine - September/October 2020 - 50
Training Industry Magazine - September/October 2020 - Winning the Battle for Learner Engagement
Training Industry Magazine - September/October 2020 - Sales Enablement Comes of Age
Training Industry Magazine - September/October 2020 - Company News
Training Industry Magazine - September/October 2020 - 54
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