WHEN YOUR LMS MISSES THE MARK: IS A REDEPLOYMENT IN YOUR FUTURE?
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The webinar discusses the challenges and lessons learned from implementing a Learning Management System (LMS) in a growing healthcare IT security company. Initial plans for the LMS led to unexpected manual work and poor engagement, resulting in a reassessment and redesign of training offerings. After addressing these issues, the company saw a 20% increase in revenue and significant improvements in training efficiency and accessibility.
WHEN YOUR LMS MISSES THE MARK: IS A REDEPLOYMENT IN YOUR FUTURE?
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- 5. WHEN YOUR LMS MISSES THE MARK ARTHUR HARRINGTON DIRECTOR OF EDUCATION, IMPRIVATA
- 6. WHERE WE ARE GOING TODAY • WHO I AM AND WHAT MY TEAM DOES • THE STORY OF AN LMS IMPLEMENTATION • AND EVENTUAL RE-IMPLEMENTATION • OUTCOMES • WHAT’S NEXT
- 7. HEALTHCARE IT SECURITY SOFTWARE COMPANY
- 8. WHO I AM • DAD, GOLFER, STORY TELLER • TRAINING ADVOCATE • BUSINESSMAN • PROBLEM SOLVER • ASPIRING CLO
- 9. WHAT MY TEAM DOES • DEVELOPS ELEARNING FOR EMPLOYEES AND CUSTOMERS • DESIGNS AND DELIVERS TECHNICAL TRAINING TO CUSTOMERS • MANAGES THE LEARNING CENTER (OUR LMS) • EARNS REVENUE - $1M+ LAST YEAR
- 10. QUESTION: WHERE ARE YOU ON YOUR LMS JOURNEY? • A – HAVE A FUNCTIONING LMS • B – IMPLEMENTING ONE NOW • C – THINKING ABOUT IT • D – DON’T HAVE ONE ?
- 11. SETTING THE STAGE – 3 YEARS AGO • GROWING HEALTHCARE IT SECURITY COMPANY • RECENTLY WENT PUBLIC • ABOUT TO ROLL OUT 3 NEW PRODUCTS • INSTRUCTOR LED TRAINING ONLY
- 12. WHY IMPLEMENT AN LMS? • DEVELOP A LEARNING ENVIRONMENT FOR EMPLOYEES • REDUCE MANUAL LABOR AROUND SCHEDULING, DELIVERING, AND TRACKING CUSTOMER TRAINING • SOME CUSTOMERS CAN’T FLY OR BUY • GENERATE NEW REVENUE THROUGH ELEARNING OFFERING • CREATE RECURRING REVENUE - ANNUAL SUBSCRIPTIONS ?
- 13. THE PLAN • BUSINESS PLAN • LMS IMPLEMENTATION PLAN
- 14. BUSINESS PLAN • DETERMINE ROI • CREATE TRAINING OFFERINGS • COMMUNICATE TO SALES • ROLLOUT AT ANNUAL COMPANY MEETING • WATCH THE MONEY FLOW IN!
- 15. LMS PLAN • SELECT A VENDOR • NEGOTIATE, NEGOTIATE, NEGOTIATE • WORK WITH VENDOR TO SET UP LMS • HURRY UP AND BUILD 50+ ONLINE LEARNING MODULES • ROLLOUT AT ANNUAL COMPANY MEETING • MAKE IT WORK þ
- 16. QUESTION: HOW LONG DOES IT TAKE TO IMPLEMENT LMS? • A – 1-3 MONTHS • B – 3-6 MONTHS • C – 6-12 MONTHS • D – MORE THAN A YEAR ?
- 17. QUESTION: HOW LONG DOES IT TAKE TO IMPLEMENT LMS? • SYSTEM WAS IMPLEMENTED IN 9 HECTIC MONTHS! ?
- 18. SOMETHING DOESN’T SEEM RIGHT • PLANS WERE EXECUTED • NOT SEEING EXPECTED OUTCOMES
- 19. WHAT’S HAPPENING? • CUSTOMERS ARE NOT BUYING LMS OPTION • EMPLOYEES NOT USING IT • SYSTEM DOESN’T WORK AS EXPECTED • MORE LABOR NOT LESS – FULL FTE • EDUCATION TEAM IS NOT HAPPY
- 20. WHERE DID IT GO WRONG? • CUSTOMERS ARE NOT BUYING LMS OPTION • LMS SOLD AS AN OPTIONAL ADD-ON • CONTENT NOT ENGAGING • MATERIAL IS REDUNDANT • OFFERINGS ARE CONFUSING • 8 CLASSROOM SEATS = 5 LMS SEATS? • SALES DIDN’T UNDERSTAND THE VALUE
- 21. WHERE DID IT GO WRONG? • NOT EFFECTIVELY MARKETED TO EMPLOYEES • CANNED ELEARNING CONTENT • USED MAINLY FOR COMPLIANCE TRAINING
- 22. WHERE DID IT GO WRONG? • SYSTEM DOESN’T WORK AS EXPECTED § MORE MANUAL WORK THAN BEFORE! § NO INTEGRATION WITH SYSTEMS § HAVE TO TOUCH 5 DIFFERENT SYSTEMS! § SOUR RELATIONSHIP WITH VENDOR
- 23. QUESTION: WHAT WOULD YOU DO? • A – GET A NEW LMS VENDOR • B – ADMIT THERE IS A PROBLEM • C – PUT YOUR HEAD IN THE SAND • D – GO WITH A MOOC FOR ULTIMATE CONTROL
- 24. WHAT WE DID • ADMITTED THE PROBLEM § MET WITH INTERNAL STAKEHOLDERS AND DISCUSSED SITUATION § GULP – TOOK OUR MEDICINE § PROPOSED RE-DEPLOYMENT OF TRAINING OFFERINGS “The best time to plant a tree is 20 years ago…the second best time is now” - Chinese proverb
- 25. HOW DO WE FIX IT? • REBUILD RELATIONSHIP WITH VENDOR • REDUCE MANUAL WORK USING EXISTING FUNCTIONALITY • REDESIGN ALL TRAINING OFFERINGS • CREATE NEW TRAINING OFFERINGS • COMMUNICATE, COMMUNICATE, COMMUNICATE
- 26. HOW DO WE FIX IT? • REBUILD RELATIONSHIP WITH VENDOR § “YOU NICKEL AND DIMED US TO DEATH…THIS IS WHAT YOU GET” § REVIEWED THE CONTRACT WITH VENDOR – IDENTIFIED GAPS § SHAKE HANDS AND MAKE UP § PLAN FOR THE FUTURE
- 27. HOW DO WE FIX IT? • REDUCE MANUAL WORK USING EXISTING FUNCTIONALITY § CREATE CURRICULA § USE BULK ENROLLMENT FUNCTION § DYNAMIC CONTENT ASSIGNMENT § LEVERAGE EXAM ENGINE § ELIMINATED PAPER FORMS § STOP PRINTING BOOKS
- 28. HOW DO WE FIX IT? • REDESIGN ALL TRAINING OFFERINGS § INVOLVE WHOLE TRAINING TEAM – WHAT’S WORKING WHAT ISN’T § CREATE TRUE BLENDED TRAINING PROGRAMS § ONLINE SELF-PACED, INSTRUCTOR LED, SUPPLEMENTAL LIBRARY FOR 1 YEAR § CREATE NEW SKUS FOR WORLDWIDE SALES
- 29. HOW DO WE FIX IT? • CREATE NEW TRAINING OFFERINGS § ONLINE RECERTIFICATION PROGRAM § REMOTE TRAINING OFFERING FOR SMALL CUSTOMERS § MULTI-PRODUCT OFFERINGS § FIX EXISTING OFFERINGS (MISMATCHED SEATS)
- 30. HOW DO WE FIX IT? • COMMUNICATE NEW OFFERINGS § WRITE CLEAR COURSE DESCRIPTIONS § REDESIGN PUBLIC FACING GLOBAL WEBSITES § TRAIN SALES ORGANIZATION ON NEW OFFERINGS AND VALUE OF EACH § TRUE BLENDED TRAINING WITH SUBSCRIPTION § NO LONGER ADD-ON ITEM
- 31. SO WHAT DIFFERENCE DID IT MAKE?
- 32. SO WHAT DIFFERENCE DID IT MAKE? • INCREASED REVENUE 20% • REDUCED EXPENSES – FTE, PRINTING • REDUCED TRAINING DELIVERY LAG TIME – FROM 6 MOS TO 2 • ELIMINATED TRAINING BACKLOG • 90% ACCESS PRE-LEARNING – MOST OF THEM COMPLETE IT
- 33. • EXPAND EMPLOYEE EDUCATION – PRODUCT TRAINING • INTEGRATION WITH SALESFORCE, ADP, AND WEBEX • EXPANSION OF OFFERINGS TO EXISTING CUSTOMER BASE § RECERTIFICATION § CERTIFICATION ACROSS PRODUCTS MOVING FORWARD
- 34. SUMMARY • THINGS DON’T ALWAYS GO AS PLANNED • ADMIT PROBLEMS AND FIX THEM EARLY • KEEP IMPROVING – FEEDBACK IS KEY!
- 35. THANK YOU FOR YOUR TIME QUESTIONS?
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