04/11/23 Page 1Copyright © 2008 Raytheon Company. All rights reserved.
Customer Success Is Our Mission is a trademark of Raytheon Company.
The Applicability Of eLearning in
Automotive Dealer Networks
Open Forum Meeting Stuttgart
September 2008
04/11/23 Page 2
Training Solutions That Improve Business Performance
Raytheon Professional Services is a global leader in training services and outsourcing.
We improve clients’ business performance by:
Redesigning how they train employees, customers and partners
Implementing their new training design
Managing their training from short-term learning initiatives and projects to multi-year outsourcing engagements
04/11/23 Page 3
The Scope Of Our Global Work Last Year
78 countries served in 28 languages
4,300 hours of training content developed
9,5 million hours of training delivered
3,5 million assessments administered
250,000 inquiries responded to by client support centers
2,5 million individual training registrations processed
170,000 training events managed
96% client satisfaction achieved
04/11/23 Page 4
Raytheon’s Product Portfolio (Overview)
Tra
inin
g N
eed
s
An
alys
isTraining or C
urriculum
Design
Training DevelopmentV
irtual C
lassro
om
or
Web
-base
d
Classroom
Training Delivery
One-stop shopping
Fully scalable
Fully scopable
Growing the partnership for the long term
100% reliable
Logistics and
Train
ing C
enters
Campaigning and
Support
LMSTracking
Performance Improvement e.g. Training observation,
certification
TrainingAdministration
Gover-nance
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E-Learning For ADNStrategic Criteria: Drivers And Influencers
Industry
Markets
Learning objectives
Media decision
Value
Business areas Roles Groups
Geographic and economic factors
Technology available Cultural elements
Knowledge and skills
Level of content and awareness needed
Methods and tools
Support learning objectives
Adapted to environment or target groups
Global vs. local
Quality Retention Speed to market Cost of training
The industry defines the business areas, roles and groups The local markets add local factors to the participant needs The product of industry and markets determines the needs of the training target population and allows
the definition of learning objectives The media decision supports the learning objectives The value of the training is given by quality and cost aspects
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E-Learning For ADNStrategic Criteria: Media Properties
Instructor based training (IBT) Web based training (WBT) Virtual class training (VCT)Where Training room, inhouse at the dealer Anywhere AnywhereWhen Fix time Anytime Fix timeProduction cost Medium High Low-Medium: depends if it is proper
curriculum courseware (medium) or just a short communication (low).
Speed to market Medium Long ShortDelivery cost High: Logistics (room, trainer, catering),
travel and hotel cost, time lost for participants
Neglectable Medium: trainer costs per session; phone cost
Maintenance cost Low High: need to maintain central systems and services, test lab
High: need to maintain central systems and services, to administer recorded sessions
Personal interactivity Full: role plays, personal presence, empathy and bodylanguage. The delegates do not only learn from trainer but also from each other. Suitable for hands on work on cars.
Low Restricted: just limited voice and video interaction capabilities. In case of broadcasting no interaction at all
Technical complexity for the user
No Medium: standard PC and a good internet connection. Moderate technical understanding needed.
High: high end PC, high performance internet connection and a working phone. Certain level of technical understanding needed.
Retention of content High: Personal interaction allows to directly address specific questions. Identification with content very high through "being there", hands on training.
Medium: Can be reinforced through repetition ad libitum.
Medium: Restricted interaction enables the addressing of specific questions. Recorded session can be repeated.
Suitable for Interactive learning, role plays, learning by doing (use tools, cars), behavioural training.
Self learning, contents which can be structured and understood in a linear sequence. Good for information on methods and processes.
Frontal exposition of structured information. Limited interactive learning, addressing of questions in written or spoken form.Short communications on hot topics. Fastest to market solution.
Not suitable for Short communications (information, news, hot topics).
Training of personal soft skills or for behavioural training. Short communications (information, news, hot topics).
Training of personal soft skills or for behaviour training.
Instructor based training Web based training Virtual Classroom training
04/11/23 Page 7
E-Learning For ADNStrategic Criteria: Cost/Revenue Evaluation
Blended Solution with Instructor in classroom
Do nothing cost
Development plan
Delivery forecast
new media
Increase of
eLearning
Use simulation to make the ideal choice based on delivery strategy.
Use media selection tools for the media decisions based on course criteria.
Focus on training, where the biggest impact in delivery is expected.
Development Delivery
eLea%
eLea%
IBT%
IBT%
€
t
Inv
es
tme
nt
Blended Solution withInstructor via internet
Break even
04/11/23 Page 8
E-Learning For ADNArchitectural Challenges
Firewall Proxy
SSO, LDAP Server
Internet connection speed (xDSL, Modem,...)
Hardware standards (multimedia support)
Browser properties Protocols (http, http-s,...) Flash versions Java versions
Internet connection speed (xDSL, Modem,...)
Hardware standards (multimedia support)
Browser properties Protocols (http, http-s,...) Flash versions Java versions
User CommunityUser Community Public and private networks (connection speed, latency, QoS, ...)
Protocols (http, http-s, VPN, IP, IPSec, UDP, VoIP...)
Proxy and firewall services
Public and private networks (connection speed, latency, QoS, ...)
Protocols (http, http-s, VPN, IP, IPSec, UDP, VoIP...)
Proxy and firewall services
NetworkNetwork User Authentication and Authorization (LDAP, SSO)
Web server standards (IIS, Apache, Java,...
Programming and application standards: SCORM, AICC, XML, JavaScript,...
Protocols (http, http-s, VPN, IP, IPSec, UDP, VoIP...)
Proxy and firewall services
User Authentication and Authorization (LDAP, SSO)
Web server standards (IIS, Apache, Java,...
Programming and application standards: SCORM, AICC, XML, JavaScript,...
Protocols (http, http-s, VPN, IP, IPSec, UDP, VoIP...)
Proxy and firewall services
Central systemsCentral systems
Internet
MPLSVPN
PC ClientWeb Svr,Learning Management System
VCT SystemWBT server
Firewall Proxy
04/11/23 Page 9
E-Learning For ADN Development Challenges
Learning Content Management System
Content generationContent generation Media choiceMedia choice Assembled productAssembled product
ResearchResearch
CreationCreation
DraftingDrafting
ReviewingReviewing
ChangingChanging
Version controlStorage and classification of supporting materials
Classification of content (LOM)
Version controlStorage and classification of supporting materials
Classification of content (LOM)
FormsForms
Design models
Design models
TemplatesTemplates
Assembling functions
Assembling functions
Style guidesStyle guides
Classified and version controlled (LOM): Forms Design model Templates
Classified and version controlled (LOM): Forms Design model Templates
CBTCBT
IBTIBT
Classified and version control products (LOM)
Link to sources to identify changes
Classified and version control products (LOM)
Link to sources to identify changes
WBTWBT
VCTVCT
PrintsPrints
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E-Learning For ADN The Blended Learning Lever Rule e-Learning shortens the distance of the learner to the training The investment needed to create a blended solution increases the reach of
the solution to a wider participant population The result is a learning lever effect
Transferred knowledge
Cost per participant
Classic learning approach
Long distance to learner
Transferred knowledge
Transferred knowledge
Cost per participant
Classic learning approach
Long distance to learner
Transferred knowledge
Cost per participant
Blended learning approach
(with eLearning)
Short distance to learner
Transferred knowledge
Transferred knowledge
Cost per participant
Blended learning approach
(with eLearning)
Short distance to learner
Transferred knowledge
Cost per participant
Classic learning approach
Long distance to learner
Transferred knowledge
Transferred knowledge
Cost per participant
Classic learning approach
Long distance to learner
Transferred knowledge
Cost per participant
Blended learning approach
(with eLearning)
Short distance to learner
Transferred knowledge
Transferred knowledge
Cost per participant
Blended learning approach
(with eLearning)
Short distance to learner
50%
60%
70%
80%
90%
100%
Year 1Year 2Year 3 Year 4Year 5 Year 6Year 7Year 8
GM
Cos
t with
Ray
theo
n (B
asel
ined
at 1
00%
in Y
ear 1
)
30
35
40
45
50
55
60
65
Tech
nici
ans
Trai
ned
(in th
ousa
nds)
Cos
t
Tech
nici
ans
Trai
ned
50%
60%
70%
80%
90%
100%
Year 1Year 2Year 3 Year 4Year 5 Year 6Year 7Year 8
GM
Cos
t with
Ray
theo
n (B
asel
ined
at 1
00%
in Y
ear 1
)
30
35
40
45
50
55
60
65
Tech
nici
ans
Trai
ned
(in th
ousa
nds)
Cos
tC
ost
Tech
nici
ans
Trai
ned
Over time, the penetration of the e-Learning solution in the training system becomes more important and more participants are reached at a lower cost.
Over time, the penetration of the e-Learning solution in the training system becomes more important and more participants are reached at a lower cost.
04/11/23 Page 11
Summary e-Learning as a proportion of blended learning is successful if:
– The media choice is adapted to learning objectives and markets
– The content assembly is flexible to cover different media mixes for the same learning objectives
The main challenge is:– To have the proper analysis and simulation tools to predict the cost/value
development of the media choice
– To have authoring tools capable of providing different assembly responses (media and standards) to the same content
– To have a learning content management system capable of controlling the entire data flood (supporting materials, templates, products) with a suitable version control
04/11/23 Page 12
Thank you