jay cross, internet time group elearning in corporate america
TRANSCRIPT
Jay Cross, Internet Time GroupeLearning in Corporate America
eLearning in Corporate America
“Flag,” Jasper Johns, Museum of Modern Art, New York
• Evolution of eLearning in corporate America
• Napoleon & Moscow & eLearning
• Cost/benefit analysis, ROI
• Success Stories
• Trends
Agenda
“I don’t want to think about it.”
Enterprise decisions on hold.
Virtual meetings replacing travel.
On time more important than exactly right.
Current Mood
Now
2001
1999
“Experiment.”
ASTDDallas
May 2000
2000
Going thru the motions
1999
1999
Model: Learning Factory
The only thing one learns from spoon-feeding is the shape of the spoon.
Graphic by vis-a-vis, www.vis-a-vis.com
The Visual Display of Quantitative Informationby Edward Tufte
140,000 lost todeath and desertion
449,000
8,000 lost in battle
30,000 lost in battle
100,000
35,000 lost to starvation and cold
24,000 more lost to starvation and cold
another 14,000 lost
4,000 lost in battle
another 10,000 die here
10,000
Customer service reps
1,000 new hires How manyskilled workers?
eLearning
-20%
Computer errors
I love you virus!
Kournikova virus!!
Nimda virus/worm!!!
-10%
Interruption
-20%
Roadblocks
-20%
Irrelevant
-20%
Low priority
-30%
Don’t know how to learn
0
200
400
600
800
1000
-50%
Forget
Time From First Learning Percentage of Material Remembered Percentage of Material Forgotten
After 1 day 54% 46%
After 7 days 35% 65%
After 14 days 21% 79%
After 21 days 18% 82%
After 28 days 19% 81%
After 63 days 17% 83%
Spitzer (1939)
The Forgetting Curve
90 Survivors
910eLearning casualties
Line ManagerTraining Manager
Senior Executive
Evolution of Corporate Motivation
Training Manager
Get them trained
Cut costs
Satisfy the IT department
Cut costs: instructor salaries, travel
Line Manager
Make my numbers
Make my numbers
Make my numbers
Increase customer satisfaction
Stomp the competition
Improve business results
Transform the business
Recruit and retain the best people
Reduce cycle time
Be nimble and innovative
Senior Executive
Strengthen the organization
“Learning is at the heart of a company. It is the competitive advantage in an organization.”
“Raising the intellect of the company, every day, is what it takes to win.”
Senior Executive Attention
Jack and Jay, November 2001
© 2001, Internet Time Group
Graphic by vis-a-vis, www.vis-a-vis.com
Reach more people
Time to performance
3 Success Stories
Depth of learning
© 2001, Internet Time Group
Depth of learning
transform the workforce – retooling for new business models, certifying large numbers of staff, making mergers work, keeping up with the times and changing corporate culture
Unisys University
Electronic-Business School
My Portfolio, a personal, secure, online tool containing career development and training information.
Results
• Employee satisfaction 29% 76%• Unisys U satisfaction 82%-90%• Reduces training costs by 25-45% • Reduces training time by 35-45%• Increases learning effectiveness by 15-
25%+ $100,000,000/year incremental revenue
Reach more people
improve relationships with customers – help customers learn to “pump their own gas,” get dealers and channel partners up to speed
Extended Enterprise
The “ecosystem”
Extended Enterprise
CustomerCustomer
DealersDealers
SuppliersSuppliersRawmaterials
Rawmaterials
Value Chain
2001
Our workers
Our workers
Results ofEducating Customers
• More than 100,000 customers signed up to learn Windows, Word, and Office apps online.
• Value of increased customer loyalty? Conservatively, $20 million in repeat business over three years.
Time to performance
accelerate sales – speed up sales force development, roll out new products faster, learn to sell solutions
Previous Sales Training
• One-week workshop in California
• 1,440 new additions to sales force each year
• $5 million average quota
• 15 months to reach proficiency
New Sales Training
• Add introductory eLearning before F2F
• Change nature of workshop
• Add practice and reference material after
Result
• Time-to-proficiency cut 9 months
• 1440 people x ¾ year x $5 million quota = $3.5 billion/year
Personalization
Learning to learn
Integration
Best practices
Internet Time Group
Personalization
Personalization
Learning to learn
Integration
Best practices
Personalized ContentPersonalization
Learning to learn
Integration
Best practices
Learning Content Management System
Learner Profile
Personalization
Learning to learn
Integration
Best practices
Personalization
Learning to learn
Integration
Best practices
Events
Process
Learning
Meta-LearningLab.comwww.
Where corporations invest90% Formal
10% Informal
How workers learn20% Formal
80% Informal
Formal learning, class, seminar, courseInformal learning, on the job, trial & error
Improving the ProcessPersonalization
Learning to learn
Integration
Best practices
Enterprise Integration
Knowledge Management
eLearning
Performance Support
Communities of Practice
Customer Learning
ERP
2002
CRM
Supply Chain
Web services
XML
Personalization
Learning to learn
Integration
Best practices
Personalization
Learning to learn
Integration
Best practices
eLearningForum.comwww.
Personalization
Learning to learn
Integration
Best practices
Internet Time Group
InternetTime.com
Jay Cross, Internet Time GroupeLearning in Corporate America