Future Trends in e-Learning: Measuring the ROI

Ted HoffVice President, Learning

October 16, 2002

ITAA & ASTD

Learning: An Imperative for IBM

The Imperative–The IBM strategy demands innovation, intellectual capital, and integration across complex solutions and practices.

–IBM has learning in its DNA.

–The business leaders expect learning to drive performance, with measurable business results.

The Opportunity and Challenge–IBM's global and strategic complexity demands the most advanced approaches in learning.

–We can leverage our own capabilities to seize the opportunity.

Future Trends in e-Learning

An expectation of measurable returns on cost-efficiency and in driving business results.

Learning design focused on understanding which medium and capability will enable what precise learning objective.

Creativity will increasingly separate great learning initiatives from those not worth the time.

Personalized prescriptive learning paths are now essential.

Every step in the learning process will need to be measured.

Learning: An Imperative for IBM

Efficiency–$395 million saved in 2001 through the use of e-Learning.

–43% of learning hours delivered through e-Learning.

Learning Effectiveness–e-Learning enables blended design to drive measurable actions, new ideas and business results through learning.

–e-Learning provides the foundation for day-to-day work-based learning through communities, networks and mentors.

Customer Needs, Market Dynamics, Customer Needs, Market Dynamics, and IBM Value Proposition and IBM Value Proposition

The IBM Human Resource Strategy

LeadershipTalentClimatePerformance

The IBMLearning Strategy

IBM Strategic Learning Planning

IBM Strategies and GoalsIBM Strategies and Goals

Critical Business Performance ObjectivesCritical Business Performance Objectives

Organizational Capabilities RequiredOrganizational Capabilities Required

Driving Performance Through LearningDriving Performance Through Learning

The IBM 4 Tier Learning Design Model

TM

Tier 4: Experience-

GET TOGETHER

Learning Labs, Mentoring, Role Playing, Coaching, Case Studies

-

WORK WITH PEERSLive Virtual Classroom, e -Labs, Collaborative Sessions, Live Virtual Conferences, Virtual Teaming

CollaborativeTier 3: Collaborative Learning Web

TRY IT, PLAY IT, EXPERIENCE ITCBT/WBT Modules, SimulationsInteractive Games

Tier 2: Interactive Learning Interactive CD-Rom, Web, Handheld

READ IT, SEE IT, HEAR ITWeb Lectures, Web Books, Job Aids, Videos, On -line Help, EPSS, QuickViews , Webcasts

Conceptual

Awareness &

Understanding

Procedural

Understanding &

Application/Practice

Shared Analysis, Problem-Solving,

Higher Level Alignment,

Action Planning,

Decision-Making

& Networked Learning

TM

Tier 4: Experience-

GET TOGETHER

Learning Labs, Mentoring, Role Playing, Coaching, Case Studies

-

TM

Tier 4: Experience-

GET TOGETHER

Learning Labs, Mentoring, Role Playing, Coaching, Case Studies

-

WORK WITH PEERSLive Virtual Classroom, e -Labs, Collaborative Sessions, Live Virtual Conferences, Virtual Teaming

WORK WITH PEERSLive Virtual Classroom, e -Labs, Collaborative Sessions, Live Virtual Conferences, Virtual Teaming

CollaborativeTier 3: Collaborative Learning WebCollaborativeTier 3: Collaborative Learning Web

TRY IT, PLAY IT, EXPERIENCE ITCBT/WBT Modules, SimulationsInteractive Games

Tier 2: Interactive Learning Interactive

TRY IT, PLAY IT, EXPERIENCE ITCBT/WBT Modules, SimulationsInteractive Games

Tier 2: Interactive Learning Interactive CD-Rom, Web, Handheld

READ IT, SEE IT, HEAR ITWeb Lectures, Web Books, Job Aids, Videos, On -line Help, EPSS, QuickViews , Webcasts

CD-Rom, Web, Handheld

READ IT, SEE IT, HEAR ITWeb Lectures, Web Books, Job Aids, Videos, On -line Help, EPSS, QuickViews , Webcasts

Conceptual

Awareness &

Understanding

Procedural

Understanding &

Application/Practice

Shared Analysis, Problem-Solving,

Higher Level Alignment,

Action Planning,

Decision-Making

& Networked Learning

TM

Tier 4: Experience-

GET TOGETHER

Learning Labs, Mentoring, Role Playing, Coaching, Case Studies

-

TM

Tier 4: Experience-

GET TOGETHER

Learning Labs, Mentoring, Role Playing, Coaching, Case Studies

-

WORK WITH PEERSLive Virtual Classroom, e -Labs, Collaborative Sessions, Live Virtual Conferences, Virtual Teaming

WORK WITH PEERSLive Virtual Classroom, e -Labs, Collaborative Sessions, Live Virtual Conferences, Virtual Teaming

CollaborativeTier 3: Collaborative Learning WebCollaborativeTier 3: Collaborative Learning Web

TRY IT, PLAY IT, EXPERIENCE ITCBT/WBT Modules, SimulationsInteractive Games

Tier 2: Interactive Learning Interactive

TRY IT, PLAY IT, EXPERIENCE ITCBT/WBT Modules, SimulationsInteractive Games

Tier 2: Interactive Learning Interactive CD-Rom, Web, HandheldCD-Rom, Web, Handheld

READ IT, SEE IT, HEAR ITWeb Lectures, Web Books, Job Aids, Videos, On -line Help, EPSS, QuickViews , Webcasts

READ IT, SEE IT, HEAR ITWeb Lectures, Web Books, Job Aids, Videos, On -line Help, EPSS, QuickViews , Webcasts

Conceptual

Awareness &

Understanding

Procedural

Understanding &

Application/Practice

Shared Analysis, Problem-Solving,

Higher Level Alignment,

Action Planning,

Decision-Making

& Networked Learning

TM

Tier 4: Experience-

GET TOGETHER

Learning Labs, Mentoring, Role Playing, Coaching, Case Studies

Conceptual

Awareness &

Understanding

Procedural

Understanding &

Application/Practice

Shared Analysis, Problem-Solving,

Higher Level Alignment,

Action Planning,

Decision-Making

& Networked Learning

TM

Tier 4: Experience-

GET TOGETHER

Learning Labs, Mentoring, Role Playing, Coaching, Case Studies

-

TM

-

TM

Tier 4: Experience-

GET TOGETHER

Learning Labs, Mentoring, Role Playing, Coaching, Case Studies

-Tier 4: Experience Based Learning Tier 4: Experience Based Learning -

GET TOGETHER

Learning Labs, Mentoring, Role Playing, Coaching, Case Studies

Face-to-face- On-site

WORK WITH PEERSLive Virtual Classroom, e -Labs, Collaborative Sessions, Live Virtual Conferences, Virtual Teaming

WORK WITH PEERSLive Virtual Classroom, e -Labs, Collaborative Sessions, Live Virtual Conferences, Virtual Teaming

WORK WITH PEERSLive Virtual Classroom, e -Labs, Collaborative Sessions, Live Virtual Conferences, Virtual Teaming

CollaborativeTier 3: Collaborative Learning Web

WORK WITH PEERSLive Virtual Classroom, e -Labs, Collaborative Sessions, Live Virtual Conferences, Virtual Teaming

CollaborativeTier 3: Collaborative Learning WebCollaborativeTier 3: Collaborative Learning CollaborativeTier 3: Collaborative LearningTier 3: Collaborative Learning WebWeb

TRY IT, PLAY IT, EXPERIENCE ITCBT/WBT Modules, SimulationsInteractive Games

Tier 2: Interactive Learning Interactive

TRY IT, PLAY IT, EXPERIENCE ITCBT/WBT Modules, SimulationsInteractive Games

Tier 2: Interactive Learning Interactive

TRY IT, PLAY IT, EXPERIENCE ITCBT/WBT Modules, SimulationsInteractive Games

Tier 2: Interactive Learning Interactive

TRY IT, PLAY IT, EXPERIENCE ITCBT/WBT Modules, SimulationsInteractive Games

Tier 2: Interactive LearningTier 2: Interactive Learning Interactive CD-Rom, Web, Handheld

READ IT, SEE IT, HEAR ITWeb Lectures, Web Books, Job Aids, Videos, On -line Help, EPSS, QuickViews , Webcasts

CD-Rom, Web, Handheld

READ IT, SEE IT, HEAR ITWeb Lectures, Web Books, Job Aids, Videos, On -line Help, EPSS, QuickViews , Webcasts

CD-Rom, Web, Handheld

READ IT, SEE IT, HEAR ITWeb Lectures, Web Books, Job Aids, Videos, On -line Help, EPSS, QuickViews , Webcasts

CD-Rom, Web, Handheld

Information

READ IT, SEE IT, HEAR ITWeb Lectures, Web Books, Job Aids, Videos, On -line Help, EPSS, QuickViews , Webcasts

Tier 1: Performance Support and ReferenceTier 1: Performance Support and Reference CD-Rom, Web, Handheld, Satellite

Learning Method(s)Learning Method(s) TechnologyTechnologyDelivery FormDelivery Form When to UseWhen to Use

Conceptual

Awareness &

Understanding

Procedural

Understanding &

Application/Practice

Shared Analysis, Problem-Solving,

Higher Level Alignment,

Action Planning,

Decision-Making

& Networked Learning

Pervasive Learning Systems:Edvisor - Personalized, prescriptive learning paths

Customized for each learning initiative, business unit, specific IBM group and IBM individual

Enables high learning effectiveness for blended-design and e-Learning initiatives

Immerses the IBMer in the key issues, motivates and guides the learning, fosters on-line collaboration and organizational readiness to change

A sophisticated, "online intelligent agent" - A sophisticated, "online intelligent agent" - innovation in learner engagement and learning management innovation in learner engagement and learning managementIBM Confidential

Next generation system will be integrated into the IBM Dynamic workplace

Example: Role of the Manager@IBM Initiative

EngageEngageManagers & Managers &

Executives in the Executives in the DialogueDialogue

ManagerJam ManagerJam

Web BasedWeb BasedLearning Learning

In-Person In-Person LearningLearning

LabsLabs Sustaining the Sustaining the Dialogue Dialogue

Manager Manager ActionNetActionNet

Reinforce Reinforce Commitments & Commitments &

ActionsActions

Extensive executive involvement

Cutting-edge blended design

Teams participate, set shared commitments

Personalized coaching for managers

Ongoing dialogue to drive true transformation

Measuring the Transformation & Business Results

Transformation of the Role of Transformation of the Role of the Manager@IBMthe Manager@IBM

Changes in employee pulse survey results among both managers and employees

In-depth survey samples to measure linkages among climate, employee opinion and performance

Manager/participant reporting on their use of the concepts in changing their own behavior

Deployment plan and actuals by business and geography

Participation in web-based dialogues

Action plans committed and pursued

Enablers/disablers to success

Participant satisfaction and perceived value

InitiativeInitiative

In-depth (sample survey) business case reviews to assess the quantifiable return on these randomly chosen action plans

Improvement against the critical business performance objectives

Business ResultsBusiness Results

Implementation Strategies and Practices

Suggestions

Begin with an understanding of what companies have actually implemented and what is possible.

Target a high learning priority and a particular population (such as Management Development).

Consider buying proven approaches and systems and outsourcing services.

Ensure that the learning initiative is fully integrated with other HR and IT strategies and practices.

See measurements as a strategic friend.