Integrating Learning and Business Work Flow

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Integrating Learning and Business Work Flow

• Session 7.5
• Presented by Peter Barrett and Gray Fowler
• Business Performance Technology

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Integrating Learning and Business Work Flow
Definition
Make the development AND delivery of training and
knowledge based materials part of the work
process and daily work flow and derived from a
database containing core business data rather
than develop and deliver discreetly.
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What does this mean to you?
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Traditional e-Learning Development

• Classic e-Learning follows course-lesson-topic-qui
  z format
• Materials are generally created by subject matter
  experts from notes, PowerPoints, classroom
  materials or Word docs
• Delivered outside the context of daily work
• Creating specialized courses for each use and
  user can be
• Cost prohibitive
• Time consuming

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Some learners do not benefit from e-Learning in
traditional formats

• Lose interest dont complete course
• Too much material for available time
• Not specific enough to job at hand
• Not available or easy to get to at time of need

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How can using core business data make learning
more effective and capture user interest?

• Use the same core business data for business,
  learning, knowledge sharing
• Assess business process and integrate learning
  and knowledge at the point of need
• Package the information to meet the need of the
  moment
• Help solve business problems as they occur

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What types of situations or learning does using
this approach make sense?
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If learning content can be derived directly from
core business content

• Better alignment with business process
• Closer to the point of need
• More focused
• Faster delivery
• More accurate, consistent
• Real-time on demand

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For the user this means...

• Accessed on demand while working
• Small bits of information related to process can
  be pushed/pulled to the user
• Relative learning/knowledge nuggets delivered to
  point of application process at time of need
• With links back to more structured learning if
  required
• Informal information exchange (web 2.0) can be
  encouraged during work and the developmental
  process

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Building learning as part of business work flow
and process

• Foundation data can be pulled from multiple
  sources into a database
• Some commonality in need among various audiences
• Some commonality in data among various business
  processes
• How the data is used or in what format will be
  different for each type of user

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Most business training has roots derived from a
business process, policy or procedure

• Examples
• Product training starts with data about a
  product
• Database, images, manuals, procedures
• Compliance background, business case, policy,
  procedure
• Sales training sales philosophy, procedures,
  references, collateral
• Business skills policy and procedure, work
  flow, proprietary methods

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All of these share common elements
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Even though there is a common thread of business
need, audience specific requirements differ

• Traditionally addressed by creating separate
  learning, separate policy materials, separate
  business rules

Retail Stores
Sales Department
What Info Is Common?
eLearning Course
Retail Kiosk
Sales Reps
Consumers
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Alternatively one set of data multiple uses
Data
Edited for particular use by SME/ID
User
Application
Method of Delivery
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Single sources of Data Need to Be Published to
Multiple Formats
Output Formats
Retail Kiosk
Document PDF
Data
Data Accessed In Real Time
Website Reference
IPod Format
E-Learning Course
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What changes have to occur with content creators
and the method for creating data if a database
doesnt already exist?
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Where to start

• Determine common sets of data that have core
  value to many users
• Develop standard methods for creating data
• Word formats, database, etc.
• Organize data for distribution to diverse
  audiences

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Tying e-Learning development into common business
programs can be beneficial to the development and
the learner

• Maintain consistency between business program and
  learning
• Provide more efficient e-Learning development
• connects e-Learning to business

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Business Data Example New Product Introduction

• New product information has basic components
• Description
• Positioning
• Competitive
• Pricing
• Availability
• Innovations introduced
• Etc.

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During a products life cycle basic data elements
are collected by RD and Product Marketing

• The same data (in differing formats) that all
  employees need to understand, market, sell and
  support the product
• This can be in the form of a database, Word
  documents, correspondence, etc.

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Create a standard structure or method for how the
data is created

• Leverage what already exists
• Think of ways to use this data for learning
• Follow a core data structure that can be reused
  for other purposes
• E-Learning
• Job aid
• Policy or procedural instruction

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So that different audiences can benefit

• Sales competitive info, positioning, price,
  availability, innovations
• Customer Service availability, positioning,
  innovations
• Finance pricing, availability
• Executive management positioning, innovation

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Same Source Different Output for Different
Audiences
Sales Department
Sales Editor Portal
eLearning Course
Sales Reps
Retail Stores
Data
Retail Kiosk
Retail Editor Portal
Consumers
Company Wide
Web Based Reference
Co. Wide Editor
All Employees
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Create learning and work group communities

• Promote bi-directional interchange of ideas
  through learning 2.0 technologies
• Create communities for both internal and
  customers
• Informal knowledge
• Marketing tools
• Examples Neighborhood America (www.neighborhoodam
  erica.com)

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Promote collaboration and information pull

• Use web 2.0 technologies to bi-directionally pass
  information between content owner and user

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Feedback via Web 2.0 Technology
Real-time feedback vetted by SME and
re-incorporated into Master Data to establish and
support best practices
SME Incorporates Feedback
Output Format
Target Audience
Learner Feedback Sent directly to SME
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Promote collaboration and information pull

• Allow user to pull and select information down to
  the desktop to satisfy learning or business need

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Pull and select information to the desktop
Information, learning nuggets and structured
learning delivered to the desktop and selected by
user as needed
Business Application blended with contextual
reference and/or structured learning
Data pulled from database based on process
Business Application
Individual User
Learner receives data based on queried process
and can view in multiple formats
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Case Study Quarterly Product Training New
Balance Shoe

• Requirement quarterly New Product Introductions
• 60-80 new products every quarter
• Product manager database consists of key elements
  needed to introduce new shoes to sales team
• Format undesirable for learning
• Materials in database accumulate over months, but
  are not complete until 2 weeks prior to sales
  team needing for review
• Content can be used for other applications
• In store reference
• Marketing
• Forecasting

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Product Marketing database already existed
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Took content and provided interface to edit
Data Accessed in Real-time
InStep Content Editing Portal
Data
Subject Matter Expert/ID Edits Embellishes
Existing Data
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Content Can then Published to Multiple Output
Formats
Output Format
Data Accessed in Realtime
Publish Process
InStep Content Editing Portal
Data
Target Audiences
Output Format
Output Format
Subject Matter Expert/ID Edits Embellishes
Existing Data
Sales Team
Consumer
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Benefits

• High volume of courses turned around in shortened
  development cycle on quarterly basis.
• Approximately 6 hours of learning content
  covering 60-80 new products produced each quarter
  for a fraction of conventional e-Learning
  development costs
• Sales feedback on getting product intros at time
  of product release instead of post release has
  been highly favorable
• Ramp up for defined sales window much faster
• Reps more knowledgeable
• Measured comprehension through use of course
  mastery helpful to sales management
• Multiple output templates allows for different
  presentation of content to sales, distributors,
  consumer

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Case Study Mortgage Loan Applications Major
National Bank

• Make the process and design of creating new
  products so that assets can be used for a variety
  of purposes without creating independently
• Manuals
• Training
• Sales support
• Reference
• Marketing
• Account for frequent (almost daily) changes
• Deliver the training and support materials where
  it is needed at the desktop on the job when and
  as needed

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Mortgage data originated in structured Word docs

• Same core data created for each mortgage product
• Each product included in a comprehensive PDF
  manual accessible online

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Rethink how content is organized

• Subject matter organized to follow a defined
  structure opens opportunities for its use
• One set of information shared among multiple
  outputs and applications

Product Manual all fields
Credit Score
Property Type
Training Modules - Key Features
Qualifying Rate
Borrower Eligibility
Competitive Matrix - Product Benefits - Key
Features
Appraisal Requirements
Refinances
Quick Reference - Key Features
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Maintain source documents and expand to different
uses
Documents Dynamically Published on Demand
Competitive Matrix
Output Templates
Product Manual PDF
Product Content Database
Product Quick Reference
Create Product Specifications
Product Input Intranet Form
Data dynamically pulled in real-time
Product managers add and edit content
Product Managers
Sales Portal Intranet Site
Client Criteria Matching Tool
Training Modules
Product Managers and other authorities review ,
update, and approve content
Product Quick Reference
Interface with Existing CRM Agency Non-Agency
Tools
Cross Selling Tools Latest Marketing Info
Real-time Feedback From LOs to Product Managers
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Maintain document creation in identifiable format
Product Creator
Borrower Eligibility

• U.S. Citizens
• Permanent Resident Aliens
• Refer to the Consumer Loan Policy section 300-19
  at the below website.
• http//asoapps3.amsouth.com/manuals/RFConsumerLoan
  Policy.nsf/(htmldocs)/mainframe?
• OpenDocument
• Non Permanent Resident Aliens
• Non-permanent Resident Aliens who are Private
  Banking customers may be approved
• on an exception basis. These loans must be
  approved by a Consumer Credit Officer.
• Non-permanent Resident Aliens are not eligible
  for cash-out refinances.
• Refer to Consumer Loan Policy 300-19 for INS
  documentation requirements at the
• below website. http//asoapps3.amsouth.com/manua
  ls/RFConsumerLoanPolicy.nsf/(htmldocs)/mainframe?
  OpenDocument
• Non-occupant Co-borrowers
• Owner-occupied properties
• Maximum LTV/CLTV of 90
• Occupant borrower must contribute 5 of own
  funds when LTV greater than 80
• Occupant borrower must qualify with ratios of
  35/43

Borrower Eligibility
Lender Paid MI Mortgage Insurance
Import from Database
Element used in 4 other products
Next gt
lt Back
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Benefits to Product Managers

• Single input for unique data
• Output to multiple pre-designed formats and
  documents that are consistent with business
  process
• Ability to reorganize product info into different
  formats to meet specific needs such as a
  marketing campaign, etc.
• Updates affect all documents
• Changes provided to field in real-time
• Maintain current manual format and provide better
  search functionality
• Indexed and tagged

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Use same data for learning and manuals
Product Content Database
ARM Training Course

Product Eligibility gt Borrower Eligibility
Heres an example of
Pulled from the database in real-time, content
is Always up to date
Search
Next gt
lt Back
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Integrate training with business process

• LOs access a Customer Information Worksheet to
  assist in product selection
• Dynamically associate product info and training
  with selections
• Specific manual reference
• FAQ
• Training module for more assistance

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Sales Aid Product Navigator
Product Navigator
Customer Loan Requirements
Qualified Products 82
LTVs
Fannie Mae 7/23 Balloon
Features Benefits Competitive Info
Product Positioning Product
Manual Training
Fannie Mae 10-30 yr FRM Advantage SISA
Features Benefits Competitive Info
Product Positioning Product
Manual Training
Fannie Mae 15, 20 30 yr 30 yr IO Alt A
Documentation
Features Benefits Competitive Info
Product Positioning Product
Manual Training
Fannie Mae Flex 97, 100 80/20
Features Benefits Competitive Info
Product Positioning Product
Manual Training
Fannie Mae 10-40 yr FRM
Features Benefits Competitive Info
Product Positioning Product
Manual Training
LP
Fannie Mae 30 yr FRM Interest Only
Features Benefits Competitive Info
Product Positioning Product
Manual Training
Borrower Eligibility
Non Permanent Resident Alien
Fannie Mae Streamline Purchase Plus
Features Benefits Competitive Info
Product Positioning Product
Manual Training
Non Occupant Co Borrower
FAQ
Get Trained
Feedback
Whats New?
Property Type
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Delivers specific product based on client profile
Product Navigator
Customer Loan Requirements
Qualified Products 3
LTVs
Fannie Mae 15, 20 30 yr 30 yr IO Alt A
?
Features Benefits Competitive Info
Product Positioning Product
Manual Training
Metro Alt A 15, 20 30yr 5/1 ARM
Features Benefits Competitive Info
Product Positioning Product
Manual Training
Easy Express 3/1 5/1 LIBOR ARMs
Documentation
Features Benefits Competitive Info
Product Positioning Product
Manual Training
?
?
LP
Borrower Eligibility
Non Permanent Resident Alien
?
Non Occupant Co Borrower
FAQ
Get Trained
Feedback
Whats New?
Property Type
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Benefits

• Benefits to Loan Originators (LO)
• Better informed always up to date information
  delivered to desktop
• Faster dissemination of new product information
• Reduced learning curve
• Ready access to information and training while
  engaged in the sales process
• Faster turnaround on loan approvals with more
  accurate loan submissions
• More timely learning materials
• Training integrated with product development
• Changes occur real-time

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Summary

• Rethink how content is created and structured
• Identify existing data that can be parsed and
  reused
• Structure content into a common format
• Provide meta-tags and populate content into a
  database
• Develop an interface to review/annotate and
  approve content for desired purpose (output)
• Create pre-designed outputs to populate with
  content
• Provide platform and method of delivery

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Summary

• Content Management single source/multi-purpose
• Integrated with work flow materials/knowledge/tr
  aining delivered to the desktop
• Learner controlled
• Always available
• Part of the business process
• Choose what to use and when to use