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13Chapter

The Future of The Future of Training and Training and DevelopmentDevelopment

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Future Trends That Will Affect Training Future Trends That Will Affect Training (1 of 2)(1 of 2)

1. The use of new technologies for training delivery will increase

2. Demand for training for virtual work arrangements will rise

3. Emphasis on capture and storage and use of intellectual capital will increase

4. Companies will rely on learning management systems, integration with business processes, and real-time learning

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Future Trends That Will Affect Training Future Trends That Will Affect Training (2 of 2)(2 of 2)

5. Training will focus on business needs and performance

6. Training departments will develop partnerships and will outsource

7. Training and development will be viewed more from a change model perspective

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New Technologies for Training Delivery New Technologies for Training Delivery (1 of 2)(1 of 2)

Cost of these new technologies will decrease

Companies can use technology to better prepare employees to service customers and generate new business

Training costs will be substantially reduced through use of new technologies

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New Technologies for Training Delivery New Technologies for Training Delivery (2 of 2)(2 of 2)

Technologies allow trainers to build into training many of the desirable features of a learning environment

Technology will allow training to be delivered to contingent, decentralized employees in a timely, effective manner

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Virtual Work ArrangementsVirtual Work Arrangements

Virtual work arrangements:Work that is conducted in a remote location

Employee has limited contact with peers

Employee able to communicate electronically

Two training challenges:Companies have to invest in training delivery methods that facilitate digital collaboration

Teams and employees must be provided the tools they need for finding knowledge

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Intellectual CapitalIntellectual Capital

Companies will increasingly seek ways to turn employees’ knowledge (intellectual capital) into a shared company asset because of:

software such as Lotus Notes and intranets

growing emphasis on creating a learning organization

Trainers and the training department likely will:manage knowledge

coordinate organizational learning

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Learning Management Systems (LMS)Learning Management Systems (LMS)(1 of 2)(1 of 2)

Used to automate the administration of online learning systems

Can help companies:reduce travel costs related to training

reduce time for program completion

increase employees’ accessibility to training across the business

provide administrative capabilities to track program completion and course enrollments

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Learning Management Systems (LMS)Learning Management Systems (LMS)(2 of 2)(2 of 2)

Important for human capital management

Human capital management – integrates training with the human resource function to determine:

how training dollars are spent, and

how that expense relates to business dollars for the company

Accomplished through a software system that integrates all human resource management activities with each other

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How should an LMS be developed?How should an LMS be developed?

1. Senior management needs to be convinced that an LMS will benefit employees improve business functions contribute to overall business strategy and goals

2. The company must have an e-learning culture that supports online learning and encourages employee participation

3. The online learning environment needs to be under the control of the learner

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Functional Areas and Applications of Real-Functional Areas and Applications of Real-Time Extended Business:Time Extended Business:

Resource Management Human Capital Development Enterprise Resource Management Employee Resource Management Learning Management Systems

Product Management Product Life-Cycle Management Supply Chain Management Work Force Management Customer Relations Management

Collaborator Management Structured Knowledge

Management Instant Messaging Collaborative Web-Conferencing

Process Management Work Flow Management Customer Analytics Work Force Analytics Business Process Management

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Business Needs and PerformanceBusiness Needs and Performance(1 of 2)(1 of 2)

Training departments will have to ensure that they are seen as helping the business functions to meet their needs

Requires a shift from training as the solution to business problems to a performance analysis approach

Involves identifying performance gaps or deficiencies and examining training as one possible solution for the business units (the customers)

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Business Needs and PerformanceBusiness Needs and Performance(2 of 2)(2 of 2)

Two ways that training departments will need to be involved are:

(1) focusing on interventions related to performance improvement

(2) providing support for high-performance work systems

Training departments’ responsibilities will include a greater focus on systems that employees can use for information on an as-needed basis

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Partnerships and Outsourcing Partnerships and Outsourcing (1 of 2)(1 of 2)

Companies are turning to external suppliers for their training services because:

downsizing has caused reductions in training staffs

employees are needing to learn specialized new knowledge

demand for training services is fluctuating

External suppliers can be used as partners or as sole providers of training services

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Partnerships and Outsourcing Partnerships and Outsourcing (2 of 2)(2 of 2)

Outsourcing – the reliance on external suppliers to provide training services

Application service provider (ASP) – a company that rents out access to software for a specific application

Major benefit is that company resources are not used to purchase or maintain an internal network or intranet

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Training and Development from a Training and Development from a Change Model Perspective: Change Model Perspective: (1 of 3)(1 of 3)

For new training or development practices to be successfully implemented, they must first be accepted by managers, upper management, and employees

For managers and employees, change is not easy

Resistance to new training and development practices is likely

Training and development should be viewed from a change model perspective

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Training and Development from a Training and Development from a Change Model Perspective: Change Model Perspective: (2 of 3)(2 of 3)

The process of change is based on the interaction among four components of the organization:

Task

Employees

Formal organization arrangements

Informal organization

Different types of change-related problems occur depending on the organizational component that is influenced by the change

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Training and Development from a Training and Development from a Change Model Perspective: Change Model Perspective: (3 of 3)(3 of 3)

Four change-related problems need to be considered for any new training practice:

Resistance to change

Control

Power

Task redefinition

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A Change ModelA Change Model

Components of the organization

Change-related problems

Resistance to Change

Loss of Control

Formal Organizational Arrangements

Power Imbalance

Task Redefinition Challenges

Individual

Task

Informal Organization

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Methods to Determine Whether Change Methods to Determine Whether Change is Necessaryis Necessary

Viewing training from a systems perspective means that companies and trainers need to understand both internal and external environments

They need to understand the effectiveness and efficiency of current training practices

They need to be aware of other companies’ practices to ensure that their training practices are the best possible

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Methods to Determine Whether Change Methods to Determine Whether Change is Necessary: is Necessary: BenchmarkingBenchmarking

Benchmarking provides information about other companies’ practicesTrainers need to take several things into account when benchmarking:

Information about internal processes must be gathered to serve as a comparison for best practicesThe purpose of benchmarking and the practice to be benchmarked must be clearly identifiedUpper-level management needs to be committed to itQuantitative and qualitative data should be collected

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Example: Example: Xerox’s Benchmarking PracticesXerox’s Benchmarking Practices

1. Identify what is to be benchmarked

2. Identify comparable companies

3. Determine data collection methods and collect data

4. Determine current performance levels

5. Project future performance levels

6. Communicate benchmark results and gain acceptance

7. Establish functional goals8. Develop action plans9. Implement action plans and

monitor progress10. Recalibrate benchmarks

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Methods to Determine Whether Change is Methods to Determine Whether Change is Necessary: Necessary: Process ReengineeringProcess Reengineering (1 of 3)(1 of 3)

Process reengineering provides information about the effectiveness and efficiency of training systems within the company

Trainers need to understand their current training practices and processes and evaluate them to determine what should be changed

Reengineering is critical to ensuring that the benefits of new training and development programs can be realized

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Methods to Determine Whether Change is Methods to Determine Whether Change is Necessary: Necessary: Process ReengineeringProcess Reengineering (2 of 3)(2 of 3)

Reengineering is important when trying to:Deliver training using new technology

Streamline administrative processes and improve the services the training department offers

Review the training department functions

Review a specific training program or development program practice

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Methods to Determine Whether Change is Methods to Determine Whether Change is Necessary: Necessary: Process ReengineeringProcess Reengineering (3 of 3)(3 of 3)

Reengineering involves four steps:

Identify the process to be reengineered

Understand the process

Redesign the process

Implement the new process

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The Reengineering ProcessThe Reengineering Process

Identify the Process to Be Reengineered

Understand the Process

Feedback

Redesign the Process

Implement the New Process

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Organization Development and Change Organization Development and Change ManagementManagement

Organization Development

Planned, systematic change process that uses behavioral science knowledge and techniques to improve companies’ effectiveness by improving relationships and increasing learning and problem-solving capabilities

Change Management

The process of ensuring that new interventions such as training practices are accepted and used by employees and managers

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Change Management StepsChange Management Steps

1. Overcoming Resistance To Change

2. Managing The Transition

3. Shaping Political Dynamics

4. Using Training To Explain New Tasks

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Managers’ Misconceptions About Managers’ Misconceptions About TrainingTraining

Training is not valuable

Training is an expense, not an investment

Anybody can be a trainer

The training department is a good place to put poor performers

Training is the responsibility of the trainers

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Change InterventionsChange Interventions

Survey Feedback

Process Consultation

Group Interventions