Workplace Learner As Consumer : Can L&D Reorient to Deliver Value ?
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This document summarizes an online forum discussion hosted by Learning Cafe about adopting a consumer-centric approach to learning and development. The discussion included an introduction of the panelists, an overview of maturity models and relevance maps to assess where organizations are at in their adoption of customer-centric practices. There was also a discussion of how consumer views of learners as customers is a new perspective for L&D. The document outlines some tips provided, such as asking learners their preferred learning formats and monitoring usage patterns. Next steps mentioned include joining special interest groups and attending upcoming Learning Cafe events.
Workplace Learner As Consumer : Can L&D Reorient to Deliver Value ?
- 1. Learning Cafe Online Forum Workplace Learner As Consumer : Can L&D Reorient to Deliver Value ? 1 Thu, Aug 6, 2015 12 -1 pm AEST Ways to participate: • Q&A Box - comment, whinge & opinions • Twitter Backchannel - #lrncafe Knowledge Sharing Better Practices Experienced Panel
- 2. Introductions Jenelle West – Manager Learning Governance, Strategy & Policy at Suncorp Group Kara McLeod – Asia-Pacific Employer Branding Manager at Ernst & Young. Jeevan Joshi – Producer – Learning Cafe
- 3. Webinar Dashboard Start Up/ Experiment Organisation /Industry Adoption Why Bother ? Remove Fog Maturity/ Effectiveness Business Value Low Low High High Now Vision Novice Explorer Practitioner Expert Design Business Get Answers Get the Questions Just Right Looking for Answers Content/Pace Too Packed Expertise Level Focus Next Steps ? Not Much A Lot - Link up with Customer Centric Initiatives at work - Attend Melbourne UnConference – Aug 19 Wed - Get your organisation to join TinCan/xAPI@Work Consumer centric Customer centric
- 4. Blog Magazine Webinar Discussions UnConference Twitter Linkedin Facebook Coffee Catch Ups Capability Building Workshops Community of Learning Professionals with a focus on implementing ideas Building L&D Capability Please Join our newsletter list on learningcafe.com.au Spread the word Follow us @lrncafe Join our initiatives
- 5. Upcoming Events Register at learningcafe.com.au Melbourne UnConference 19 Aug 2015 Sydney UnConference 25 Feb 2016 Content Curation for Learning Concepts, Process, Systems & Skills Sept 2015 Preparing your Learning for TinCan Architecture Process, Systems & Skills Oct 2015 Business & Commercial Acumen for L&D Experiential Learning Workshop Nov 2015 Using MOOCs for Employee Learning Architecture Process, Systems & Skills Dec 2015 1 day Face to Face with Blended Learning Components Interested ? Send email to enquiry@learningcafe.com.au
- 6. Melbourne UnConference –Aug 19. 120 Seats 400 + GST - Register before it sells out Learning Labs, Experience Labs, Facilitated Discussions. 20 + experienced facilitators. 17Dynamics Accenture Activatelearning ANZ APA Aurecon Cancer QLD Canvass Capgemini CBA CEB CGU Energy Australia Ericsson EY Fairfax Media Flinders University Future Knowledge IMC K&L Gates Kingston City Council LCafe Community Mgr Melb LearningCafe Macquaire Mindaustralia My Outplacement Obviouschoice QBE QUT Aus Red Cross Blood Services SCCV Siemens Simplot Wrestpoint
- 8. Ideasatwork.com.au Collaborative explorations in innovative Learning by Australian organisations facilitated by LearningCafe 9 organisations Explore Experiment Embed 20 organisations Explore Experiment Embed Starting Soon Explore Experiment Embed TinCan/xAPI MOOCs Gaming
- 9. LearningCafe - What comes to your mind ?
- 10. •Sample Size – 69 •Responses may not add up as some participants may not have answered all questions. •These polls are not scientific and reflect the opinion only of visitors who have chosen to participate. Do Learners commence or complete non mandatory training ?
- 11. Does Learning (online or classroom) need to be marketed ? •Sample Size – 69 •Responses may not add up as some participants may not have answered all questions. •These polls are not scientific and reflect the opinion only of visitors who have chosen to participate. Which is the most common Learner complaint ?
- 12. Customer Centric Approach An ‘outside-in’, solutions-oriented approach A deep understanding of the customer across the lifecycle Empowerment at the point of interaction Efficient, tailored business processes Cross-company consistency Transparency Data-driven decisions http://inform.tmforum.org/features-and-analysis/featured/2014/11/7-principles-customer-centric-companies/
- 13. Customer Centric Approach An ‘outside-in’, solutions-oriented approach A deep understanding of the customer across the lifecycle Empowerment at the point of interaction Efficient, tailored business processes Cross-company consistency Transparency Data-driven decisions OK WOW Employees as Customers
- 14. Consumer Centric Approach Employees as Consumers Employees as Customers Employees can choose what Learning they do and where they get it from Employees buy Learning from L&D
- 15. Consumer Centric Approach Learners as Consumers Employees as Customers Value for Time Value for Money Value for Cognitive Bandwidth Relevance -Does it solve my problem ? Does it help the organisation I work for ?
- 16. Services Branding Model Presented Brand External Brand Communication Customer Experience Brand Awareness Brand Meaning Brand Equity Leonard Berry – Services Marketing Brand Promise Brand Marketing Brand Experience
- 17. Observations from Café Discussions • You have a brand whether you want it or not. • Don’t overpromise but it is fine to be aspirational (don’t overdo it) • Your e-Learning capability is now increasingly defining your customer experience and brand. • Move away from the use of the word ‘training’ as a function of learning and development. This is not always correct ? Sydney
- 18. LET US TALK TO THE PANELAND YOU
- 19. Tips on how to encourage engagement in mandatory learning as opposed to just something learners have to complete in minimal time Kathryn Clark Challenger Inst of Tech Leaner as a consumer (pull not push) is a shift in culture, how has this been managed by the panel's organisations? Amanda El Bahou , Qantas
- 20. Tips on how to encourage engagement in mandatory learning as opposed to just something learners have to complete in minimal time Kathryn Clark Challenger Inst of Tech Leaner as a consumer (pull not push) is a shift in culture, how has this been managed by the panel's organisations? Amanda El Bahou , Qantas Which is the most common Learner complaint ? Customer centric design approach is now being increasingly used. Consumer view of Learner is a relatively new angle, but may not be essential as L&D have a captive market as sole supplier
- 21. How do you get input from learners as to the format they want to consume in? e.g. mobile/PC/F2F? Ian MacLean, Headspace Strategies for moving to a Learner Centric model Marcus Jenkins, CBA What is involved in becoming learner centric ? Is it just a mindset or a whole new way of doing things in L&D ?
- 22. How do you get input from learners as to the format they want to consume in? e.g. mobile/PC/F2F? Ian MacLean, Headspace Strategies for moving to a Learner Centric model Marcus Jenkins, CBA Customer centric design approach is now being increasingly used. Consumer view of Learner is a relatively new angle, but may not be essential as L&D have a captive market as sole supplier • Ask them • Monitor usage patterns on intranet, LMS etc Need to provide Learning ideally in all formats so that they can choose. Does have cost implications.
- 23. Placing on the Relevance Map Start Up/ Experiment Organisation / Industry Adoption Why Bother ? Remove Fog Maturity Business Value Low Low High High Prediction – Customer Centric Become commonplace in 2 years. Consumer Centric Not sure but LearningCafe will evangelise this concept Customer Centricity Consumer Centricity
- 24. Next Steps Join Special Interest Community Attend Workshops Attend UnConference Melbourne Brisbane LearningCafe LinkedIn Subgroup Register interest www.learningcafe.com.au Register interest www.learningcafe.com.au Or send us an email - enquiry@learningcafe.com.au
- 25. www.learningcafe.com.au lrncafe http://bit.ly/lcafefb blogs learning conversations free resources workshops UnConference 2015 Sydney Melbourne Webinar recording, ebooks, L&D frameworks Building Effective Employee Social Networks 25 Ideas@work Collaborations