10r - gemalto : révolution contrôlée des systèmes de formation
DESCRIPTION
10R - Marseille 2012 - Atelier "Des réseaux pour apprendre" - Gemalto : Révolution contrôlée des systèmes de formation et de partage de connaissances par Frédéric Chauvin, Group managerTRANSCRIPT
F.CHAUVIN / JAN 2012
When globalization is pushing to think “different” ...
(r) Evolution of knowledge transfer and sharing
Frederic CHAUVIN
June 2012
1rst…
In GEMALTO : KNowledge management Office & Worldwide Services
• 5 World Wide teams – ~50 people with a main common interest… Knowledge
OUTSIDE : Knowledge Management “consultant” & passionate
•Member of COP-1 network : Industry professional community working on
knowledge management topics, sharing, improving, advising, discussing KM
projects best practices.
FREDERIC CHAUVIN
@fchauvin fredericchauvin [email protected] / 06 88 38 76 68
Martin, Pierre, Nicolas, Francois, Kelly, Joel, Lionel,
Eric, Aurelie, Catherine, Em, Sylvain, Alain, Elise,
Gilles, Lois, Stephanie, Véronique, Virginie, & all the
others…
2nd…. THANKS learning,
Talent & Development
congress !!
THANKS COP-1
2nd…. Sorry…
Slides are in ENGLISH…
Some with pure GEMALTO SLANG….
This PREZ IS NOT
So much « TOOLS » oriented…
ROCKET SCIENCE… (quite far from that by the way…)
This PREZ IS
SOCIAL oriented…
Mainly Targeting “knowledge transfert” methods + a bit of communities of practices + a bit of knowledge sharing + a bit of social interactions + a bit of you and me …
6
Agenda
10 min - Some words about Gemalto
5 min - Previous model
40 min - The new model
10 min - Organisation
10 min - Knowledge Transfer Strategy
20 min - Tools
5 min - The future ...
7 6/7/2012
Introducing Gemalto
€1.9 billion revenue 2010
10,000 employees, 90 nationalities,
based in 45 countries
87 sales and marketing offices; 18
production sites, 30 personalization
centers, 13 R&D centers
4200 patents and patents applications
Our activities range from the development of software applications
through the design and production of secure personal devices such as
smart cards, SIMs, e-passports and tokens, to the deployment of
managed services for our customers.
More than 1 billion people worldwide use our products and services for
telecommunications, financial services, e-government, identity and
access management, multimedia content, digital rights management, IT
security, mass transit and many other applications.
As the use of Gemalto’s software and secure devices increases with the
number of people interacting in the digital and wireless world, the
company is poised to thrive over the coming years.
Our mission : The Digital Security
8
Gemalto is in your pocket ! one billion people all over the world are benefitting from Gemalto’s solutions in
their everyday lives – most without even knowing it!
Our offer – AND where I am dealing with KM …
9 6/7/2012
Our markets
FINANCIAL SERVICES &
RETAIL
TRANSPORT
GOVERNMENT
TELECOMMUNICATIONS
MACHINE-TO-MACHINE
ENTERPRISE
Software Secure Personal Devices Services
Clarista™
Entry level payment cards
Optelio™
Advanced payment cards
Desineo™
Custom payment cards
Ezio™ Devices
Secure eBanking devices
Sealys™
Secure ID documents
Celego™
Travel passes
Protiva™ Devices
Cards & tokens for authentication
UpTeq™
New form factors
Cinterion™
Wireless modules
Our offers and brands
Dexxis™
Personalization & issuance
Ezio™ Suite
Secure eBankiing software
Coesys™
ID management solutions
Protiva™ Services
Authentication & ID management
LinqUs™
Software for operators
Cinterion™
Secure machine software
Allynis™
Global service
offer
Digital security for people
Digital security for things
Gemalto provides solutions (software + cards)
helping WW operators to remotely administrate their
customers mobile applications and information
~50 products 13 R&D
COMPLEX,
Constant evolution
Short cycle
~1000 internal « product » users Spread WW
With $ objectives = need quick and efficient
Main actors linked to the program
10
R& D centers
core products
France
Singapore
China
…
Gemalto Global Services
create solutions
And
Install, Operate, Support
Indus &
Deployment managers
Train, Support , &
Centralize field
feedbacks to improve
product « deployability »
11
Agenda
10 min - Some words about Gemalto
5 min – The previous model
40 min - The new model
10 min - Organisation
10 min - Knowledge Transfer Strategy
20 min - Tools
5 min - The future ...
Model during 2years “post merge(gem+alto)”
12
~500 TCs, GGS, support
1 person
FULL ENERGY on Face to face trainings :
1 training for each product (or each version),
in each region (or each office),
each quarter (or more)
…
Team of 9 people
Result 1 is …
13
Whatever the
energy…
Cruel world…
ONLY BASIC
LEVEL
REACHED
Result 2 is …
At the end… Only interest from newcomers
But our best EXPERTs are used to perform those
trainings !
Result 3 is …
LOCAL AUTONOMY
IS
THE (only) KEY SUCCESS
FACTOR …
But the model does not build autonomy…
We clearly need to change (at least) training method …
Are we…… ready…..?
17
Agenda
10 min - Some words about Gemalto
5 min - Previous model
40 min - The new model
10 min - Organisation
10 min - Knowledge Transfer Strategy
20 min - Tools
5 min - The future ...
18
OK let’s try…
Let’s try to build… KNOWLEDGE MANAGEMENT
How to transfer knowledge
from ~13 R&D WW spread
to ~1000 users also spread WW
(and many different profiles)
on ~50 products with shorter
and shorter and shorter
evolution cycle
Organisation : Defining organisations
and the way they interact
Strategical : defining how to
efficiently improve knowledge level of
people
Tools : using the best techniques
coming from KM industry
19
Agenda
10 min - Some words about Gemalto
5 min - Previous model
40 min - The new model
10 min - Organisation
10 min - Knowledge Transfer Strategy
20 min - Tools
5 min - The future ...
New Model
~1000 TCs, GGS, support
1 person
FULL ENERGY to
create AUTONOMY
in teams
ACTIONS to bring
BASIC knowledge
to people
LATAM … EUROPE ASIA
CISMEA
CISMEA
TECH EXPERT COMMUNITIES
Ie : OTA Manager = ~50 people WW
. GGS Product specialists
. Allynis Product specialists
. Support referents
…
20
22
Agenda
10 min - Some words about Gemalto
5 min - Previous model
40 min - The new model
10 min - Organisation
10 min - Knowledge Transfer Strategy
20 min - Tools
5 min - The future ...
Training Strategy…
The global process to define a training strategy is :
create a “referential” scale with levels and explanations
(segmentation)
understand how knowledge can be gained
define a knowledge acquisition tactic for each “segment”
23
The Referential
Knowledge Levels Based on a 3 skill levels scale used or adapted by a lot of training institutions (ie : North, B. 2000 : the development of a common of language proficiency. New York, Peter Lang. )
BASIC
AUTONOMOUS
EXPERT
24
The Referential
BASIC
AUTONOMOUS
EXPERT
Concepts, theory, basics of the product behaviors…
SPOT the people in this category ! They always ask questions to others…
Example : the garagist that learnt by heart all the parts of a motor :
he knows the basics, but will not be able to fix your car !
Theory concepts + real practicals skills… make the person
autonomous to do his job…
SPOT the people in this category ! Other people from the team ask them
questions…
Example : the garagist has now enough practicals to fix your car !
Theory concepts + real practicals skills + experience…
SPOT the people in this category ! Thos person are recognized out of
the team, and are “references” !
Example : the garagist has good reputation and can fix complex
problems
25
Knowledge Strategy
Experience
Practice
Interactions
Theory
Experience
Practice
Interactions
with Trainer
Theory
Experience
Practice
Interactions
with Trainer
Theory
Experience
Practice
Interactions
with Trainer
Theory
Starting
To
BASIC
BASIC
To
AUTONOMOUS
AUTONOMOUS
To
EXPERT
>
EXPERT
Blended Learning
5D workload Coaching program
15D workload
Surgical Coaching
~5D workload
life
life workload
27
Agenda
10 min - Some words about Gemalto
5 min - Previous model
40 min - The new model
10 min - Organisation
10 min - Knowledge Transfer Strategy
20 min - Tools
5 min - The future ...
Knowledge Strategy for newcomers
Experience
Practice
Interactions
Theory
Experience
Practice
Interactions
with Trainer
Theory
Experience
Practice
Interactions
with Trainer
Theory
Experience
Practice
Interactions
with Trainer
Theory
Starting
To
BASIC
BASIC
To
AUTONOMOUS
AUTONOMOUS
To
EXPERT
>
EXPERT
Blended Learning
5D workload Coaching program
15D workload
Surgical Coaching
~5D workload
life
life workload
Blended Learning 1/2
29
3 most common definitions from the « books » …
combining instructional modalities (or delivery media) (Bersin & Associates, 2003; Orey, 2002a, 2002b; Singh & Reed, 2001; Thomson, 2002)
combining instructional methods (Driscoll, 2002; House, 2002; Rossett, 2002)
combining online and face-to-face instruction (Reay, 2001; Rooney, 2003; Sands, 2002; Ward & LaBranche, 2003; Young, 2002)
"Blending means taking two or more presentation and distribution
methods and combining them to enhance the learning content and
experience for the learner."
(Karen Mantyla, Blended eLearning, ASTD Press, 2001)
My favourite…
In 2003, the American Society for Training and Development identified blended learning as one of the top ten trends to emerge in the knowledge delivery industry (Rooney, 2003).
In 2006, Bonk & Graham wrote “ Blended learning EMERGES as perhaps the most prominent delivery mechanism in higher education, business, government, and military settings, it is vital to define it, as well as explain where it is useful and why it is important” (Curtis J. Bonk (Author), Charles R. Graham 2006)
Today, Blended learning is THE WAY. Even if companies still struggle on the best way to implement it….
What is blended learning… ?
30
Blended Learning 2/2
32
RESULT ?
33
WE DID IT !
10h per PDL for a group up to 12 newcomers
(+local support)
Versus 1 full week on site (with low ROI,
travel costs, full investment of people…)
AND DO MUCH MORE ….
ADMIN
Thanks to Improved training design. Ex on one product :
34
INTERFACE INSTALLATION Etc…
Short modules (3min)
Allow INDIVIDUAL Optimized
learning paths for :
. Project managers
. Integration
. Support
. Development engineers
. …
We can do INDIVIDUAL coaching
Etc… Etc…
BUT …. ALWAYS Some weaknesses….
36
We saw more and more people giving up during sessions « operational constraints »….
Even with monthly session,
they ask for more « on demand »
Managers do not « plan »
anymore their training needs!!!!
Work on organisation, objectives, followup, new methods, etc…
Knowledge Strategy : from basic to > autonomy
Experience
Practice
Interactions
Theory
Experience
Practice
Interactions
with Trainer
Theory
Experience
Practice
Interactions
with Trainer
Theory
Experience
Practice
Interactions
with Trainer
Theory
Starting
To
BASIC
BASIC
To
AUTONOMOUS
AUTONOMOUS
To
EXPERT
>
EXPERT
Blended Learning
5D workload Coaching program
15D workload
Surgical Coaching
~5D workload
life
life workload
Certification
38
Learning Dashboard
39
Coaching program 1/2
3rd project 2nd project 1st project
6 month 12 month 18 month
…
Life of a good engineer on OTA Manager …
OK… so How the coaching program can help ? From 18 month to …. 3month
7 Knowledge Items 4 Knowledge Items 2 Knowledge Items
Pract. Exercice 1
Pract. Exercice 2
Pract. Exercice 3
…
..
. ~3 month
Coaching Program : 90% of practicals !
40
Coaching program 2/2
41
What is “surgical” coaching program … ?
Same as coaching program, but only targetting weaknesses …
42
43
RESULT ?
44
WE DIT IT ! AUTONOMY in teams : QUICK / EFFICIENT
3 month !
Versus 1,5 year
using the « free
wheel » method…
BUT …. ALWAYS Some weaknesses….
45
Coaching is too long… (!!)
1D per week is very difficult to respect
Coaching sometimes target « bricks » that people will not use
Work on forecast, on more « individual » followup, …
Knowledge Strategy : > EXPERT users
Experience
Practice
Interactions
Theory
Experience
Practice
Interactions
with Trainer
Theory
Experience
Practice
Interactions
with Trainer
Theory
Experience
Practice
Interactions
with Trainer
Theory
Starting
To
BASIC
BASIC
To
AUTONOMOUS
AUTONOMOUS
To
EXPERT
>
EXPERT
Blended Learning
5D workload Coaching program
15D workload
Surgical Coaching
~5D workload
life
life workload
47
COMMUNITIES ! The best Experience sharing ecosystem
07/06/2012
« You can not force a plant to
grow by pulling its leaves…
What you can do is create the
infrastructure in which it can prosper. »
EtienneWenger,1999
48
RESULT ?
49
WE DID IT ! Reveal and boost Community Value added
Use communities to improve project LeadTime, solve
recurrent issues / or to propose improvements in R&D Versus : NO solution before !
50
Technical EXPERT COMMUNITIES Where the COMMON FORCE is changing the picture
HUGE feedback to identify TOP 5 issues for ALL product users handled in 1 month only !!
CREATION of Known TECH RISK list for all products
CREATION OF TOOLS (that are now used by a huge number of people / or will become
part of RND official deliveries !!!)
RAMSAY (DM DB update)
BEAGLE ( campaign improvment)
MONIFA (s@t decompiler)
…
COMMUNITY INFLUENCED RnD RODMAPS ( SDS/SDK, Messenger, DM, OSG…)
SMSC INTEGRATION GUIDE : 50 people (the community) organizing 1H meeting with their
local teams to extract SMSC knowledge is equivalent to 1 WW meeting where we would
invite ALL GGS integrators, support, …
DM Fine tuning guide : from comcell crisis (4 month) to hutch reuse (~weeks)
51
Technical EXPERT COMMUNITIES An ROI evaluation tool
BUT …. ALWAYS Some weaknesses….
52
Difficulties when « community » work is heavier than 10 minutes…
Issues when 1 region work for an other one
Lack of visibility of productions
Lack of « capitalization » as the primary tool is email…
Work on visibility, recognition, sponsorship, financial and organisational model …
53
Agenda
10 min - Some words about Gemalto
5 min - Previous model
40 min - The new model
10 min - Organisation
10 min - Knowledge Transfer Strategy
20 min - Tools
5 min - The future ...
54
Quicker
less time consuming
more ‘targeted’
Improve accessibility
Surf on « mobility »
Use social mass
Connect them to KM
55
56
Well….. Are you ready ?
THANKS ! THANKS !
Frederic CHAUVIN +33 6 88 38 76 68
http://fr.linkedin.com/in/fredericchauvin