Successful eLearning Implementation

Successful e-Learning Implementation Simon Oaten

Today, lets look at: 1) Implementation case study 2) Three stage implementation process, with activities on: Needs analysis Stakeholder mapping Content selection Maintaining the momentum after rollout 3) Content approach – 8 factors 4) Discussion and action plans

Checking your needs Quick needs analysis What are the key implementation challenges that you would like to review today?

Westpac: setting the scene 26,000 people Heavy reliance on workshops, face-to-face delivery, external venues, long rollout timeframes Distributed workforce (680 branches, regional areas, contact centres, in-stores) High demand for learning programs and activities Focus on achieving “Ask Once” and delivering superior customer experience Continuing education

Before e-learning (pre 2004) Paper-based study booklets with online assessments In-house, purpose built LMS for assessments and reporting Robust solution, delivered value, but no option to evolve CD distribution Intranet – reference and online library A number of systems linked together and interfacing with HR system to provide solution

Core needs for e-learning ‘ One-stop shop’ / personal learner portal Full functionality – tests, content, learning history, qualifications, reporting, catalogue Scalable solution with flexibility to add to later on Vanilla implementation Interface with HR systems – present and future Available across the bank Achieve business case, key drivers and cost saving objectives

Key business drivers for e-learning Capacity management – reduce reliance on workshops which can be time consuming and resource intensive Logistics management – replace complex manual scheduling with greater automation and access Speed to market – deliver learning as soon as it is published Consistency of message - e nsure learners get the same message Cost avoidance – eliminate need to upgrade older systems Reduction in L&D costs - accommodation, travel, venue, printing & distribution

Westpac e-Academy Launched 2004 to the retail bank (14,000 people) “ One stop shop” – central point for all e-courses, tests, workshop bookings, reports, learning history Fast rollout. Used by all people within 6 weeks Available via any PC in the network Over 40,000 test and e-course completions Three major learning program implementations completed in Q1 2005

Nuts & Bolts: Strong senior mgt business sponsorship Pressing business need Multi-discipline project team – IT, business, L&D, communications, vendor Pilot 2003, main project from October 2003 to December 2004 Fast rollout from go-live date … with fast learner take-up ‘Full functionality’ in release 1 Constantly monitor and resolve issues

2. Three stage implementation Process overview and some group activities on: - Needs analysis - Stakeholder mapping - Content selection - Maintaining the momentum after rollout

Three key stages Engage Explore Experience

Engage Engaging the key stakeholders, project resources, plans, processes and systems to deliver your e-learning vision. Activities include: Stakeholder identification and buy-in Identifying company needs Assessment criteria and support in selection of Learning Management Systems Business case analysis and ROI Benefits realisation plans Project resourcing – selecting the right people High level project planning

Explore Exploring the opportunities, determining the best options and creating the solutions for implementing world class e-learning in your organisation. Activities include: Selection of existing corporate training resources to convert to e-learning Staff research and focus groups on learning styles Development of learning methodologies to maximise skill and knowledge transfer Collection, analysis and documentation of detailed business requirements Creation of system and content development schedules Project management

Experience Creating an online learner experience that motivates and inspires your staff to build their capabilities. Activities include: Design of e-learning interfaces Rollout strategy, staff communication and change management processes Technical and functional testing Documentation of company specific e-learning style guides, rules and production specifications Management of e-learning pilots and trials Rollout

Identifying organisational needs Close review of: Business drivers and needs Stakeholder needs Organisation’s learning and performance needs Opportunities – ‘if we had X, we could do Y’ Handout: Needs Analysis

Stakeholder mapping Identifying the ‘real’ stakeholders Linking needs to each stakeholder Creating the buy-in opportunity Handout: Stakeholder map

Content selection Blended E-Learning Workshops Self-study Current state Future state

Content selection Using ‘Sourcefield’ to review key criteria and then select the most appropriate content to develop for the implementation Handout: Sourcefield Planner

Maintaining momentum Creating a content pipeline Progressive change releases Keeping learners engaged Handout: Pipeline

3. Content Implementation – 8 factors With the system implementation on track …. … its time to consider 8 factors about online content

1. Pick a content project… That matters to you, the business, staff and key project stakeholders Has measurable business impact / clearly solves a current business problem Can be done quickly – in weeks Has minimal number of sign-off points Can be used to educate and influence others about e-learning Makes people go, ‘wow, so that’s what e-learning is about’

2. Demonstrate first, sell second Rapid prototype – build solid demos and online displays Demonstrate to key players and influencers – “How could this be used in your business to improve results?” Get buy-in / initial support Show people what this online stuff is, and what its not Generally ‘show & tell’ will sell the concept

3. The learner is key stakeholder Their opinion counts the most Understand their learning environment – branch vs contact centre vs back office vs corporate Where possible, show an e-learning sample to them first then give the feedback results to your content owners Learners make their judgment quickly – need to convince from first experience Run usability trials, feedback sessions, evaluations Cater for all learning styles

4. Employ best practice design Defined as: ‘what works best for your company, your learners, your goals’ Learning Architecture Assessment Interactivity Navigation Motivation Media Aesthetics Technical platform Refer to Expert’s Corner article on the elNet site

5. Go for ‘wow’ first time Deliver a great impression with the first e-learning module Whack in all the ‘bells & whistles’ that support the learning process – audio, video, sims Get ‘wow’ rather than ‘looks good’ reaction Create excitement for future releases Manage expectations

6. Partner with IT Support is essential, so start early Someone has to figure out the servers, bandwidth, capacity management, etc Talk their language – bits, bytes and a few bobs Get more information on other IT initiatives that you can leverage off Learn as much as possible about the system ‘nuts & bolts’ and put a business focus on IT project plans and timeframes

7. Implementation Vote 1 - The people stuff. Its what matters the most Poor implementation can lessen content effectiveness Implementation determines the learner experience – first impressions count and last Assumptions cause the most stuff-ups Plan, communicate, direct, manage all change Learners still like some guidance, paper support materials, reference cards

8. Have a strong second project Plus a third, fourth and fifth project Maintains momentum Manage a content development pipeline Continue to focus on business impact

4. Discussion and action plans Review Discussion Action plans Further information or questions

Recap Stakeholders – identify, engage and communicate Content – select a mix for release 1 that meets business needs and creates impact Consider three stages of implementation and application to your situation Maintain momentum through a content and change pipeline Monitor all issues/concerns and progressively resolve. Maintain confidence of all users

Successful eLearning Implementation

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