HRO Today April 2014 - 35

Learning
compliance training, " he says. " For example, in Asia, we've
had clients that used live instructors to deliver e-learning to
comply with regulations. "
NIIT advises clients to choose the right learning staff who
can have meaningful conversations with their business
customers and can bring appropriate solutions to advance
the business, Trolley says. NIIT also recommends to establish
a governance process between clients and the business,
" to make sure they always focus on the most important
requirements in the business. "
" We also advise them to produce annual reports on what
value they've delivered for the money they've spent, " he
says. " All of these things are important if they want to be
viewed as a integral part of the business. "
Evolving Training Techniques
According to a 2013 NelsonHall survey of 24 learning BPO
providers in North America, Europe, and Asia Pacific, 55
percent of the market is now e-learning, including virtual
instructor-led training, and is expected to grow another 5
percent in 2014.
More than 70 percent of respondents said cost was one of
the main reasons they decided to outsource learning, Bragar
says. Other drivers for increased use of e-learning include
talent development, boosting productivity, and augmenting
the limited resources and capabilities of the in-house
learning team.
Buyers are particularly interested in recorded virtual
classroom training, virtual coaching, and video snippets, that
can bridge gaps between web-based and instructor-based
learning, Oliver says.
David Strainick, global head of learning at NCR Corp. in
Duluth, Ga., leverages Raytheon for expertise in learning
management administration. Raytheon manages NCR's
customer-facing learning contact center, answering
questions from employees and getting information about
courses they took via NCR University, an online learning
portal for employees, customers, and partners. Strainick has
a hybrid model with a core group of system administrators
to internally administer, analyze, and provide metrics " that
matter to our leaders. "
Drivers for increased use
of e-learning include cost
savings, talent development,
boosting productivity, and
augmenting the limited resources
and capabilities of the in-house
learning team.
" You've got to be able to demonstrate a learning program's
value to the business, and that means measuring results with
very specific criteria, " he says.
Employers used to use learning management systems (LMS)
as passive repositories, logging course transcripts and test
scores, says John Higgins, senior vice president of growth
and solution development at The Training Associates. But
today the platforms are being integrated into employers'
overall talent management systems, where employers can
use their LMS to create individual development plans, set
and track learning goals, and then pre-populate courses as
part of their learning plan for the year.
Leveraging Peer-to-peer Learning
Boston-based Iron Mountain document transport and
storage company has a peer-to-peer coaching program,
called Sentinel, for its drivers (called couriers), records center
specialists, shredders, and other frontline staff. The company
used a vendor, RDEA, to conduct an upfront analysis,
providing benchmarks with similar industries. However,
Iron Mountain had " the internal resources " to develop the
Sentinel program on its own, says Leah Minthorn, acting
director of learning.
" We created several business process teams because we
wanted to tie the learning back to the business, " Minthorn
says. " We had separate teams to build the coach model,
design and delivery, funding and financials of the program.
Each team had members that were field personal-executive
APRIL 2014 | www.hrotoday.com
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HRO Today April 2014

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HRO Today April 2014 - 1
HRO Today April 2014 - 2
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HRO Today April 2014 - 5
HRO Today April 2014 - 6
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