WillowDNA webinar jan 2016 performance catalysts
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PERFORMANCE CATALYSTS – The role of learning and development today Lisa Minogue-White Director of Learning Solutions
Transcript of WillowDNA webinar jan 2016 performance catalysts
PERFORMANCE CATALYSTS – The role of learning and development todayLisa Minogue-WhiteDirector of Learning Solutions
PERFORMANCE CATALYSTS – WHY NOW?
LEARNING IN THE WORKFLOW
CATALYSTS FOR PERFORMANCE
BREAKING DOWN BARRIERS
WHAT’S NEXT?
PERFORMANCE CATALYSTS – WHY NOW?
LEARNING IN THE WORKFLOW
CATALYSTS FOR PERFORMANCE
BREAKING DOWN BARRIERS
WHAT’S NEXT?
THE CONTEXT
HAROLD JARCHE ON THE FUTURE OF THE WORKFORCE
“A job is not the same thing as meaningful work. Labour is replaceable, talent is not.”
THE LEARNING SHIFT
CONTROL CONTINUOUS
MAKING SENSE OF LEARNING
70:20:10
INFORMAL LEARNING
THE LEARNING ORGANISATION
COLLABORATIVE ECONOMY
CHANGES IN LEARNING STRATEGY
ACCENTURE, MICROSOFT AND ADOBE
HAVE ALL DITCHED ANNUAL PERFORMANCE
REVIEWS – WHY?
COMPLETE VIEW OF PERFORMANCE
“Performance achievement provides a
holistic view of performance and potential that will inform the talent
decisions we make, such as rewards and career progression.”
Ellen Shook, Chief HRO, Accenture 2015
CHANGES IN LEARNING STRATEGY
WHAT CONDITIONS DO WE NEED TO PERFORM?
We don’t actually manage
people. We manage
environments, systems and processes”
Amy Brann, author of ‘Engaged’ 2015
CHANGES IN LEARNING STRATEGY
WHAT CONDITIONS DO WE NEED TO PERFORM?
“Putting the right people
together in the right
environment, at the right time, with the right tools – that’s
how we catalyse learning”
Tom Spiglanin at DevLearn 2015
PERFORMANCE CATALYSTS – WHY NOW?
LEARNING IN THE WORKFLOW
CATALYSTS FOR PERFORMANCE
BREAKING DOWN BARRIERS
WHAT’S NEXT?
PERFORMANCE SUPPORT
SOCIAL LEARNING
ACCREDITATION
CONTINUOUS PROFESSIONAL DEVELOPMENT
EXPERIENTIAL LEARNING
CHOICE ARCHITECTURE
ORCHESTRATION
Learning design becomes a job of
understanding how element
flows to enable transformation
WHAT MAKES AN EFFECTIVE CALL
CENTRE?WHAT ARE THE MAIN
LEARNING NEEDS?
EXAMPLE – LEARNING IN CALL CENTRES
KEY TOOL 1 – BENEFITS TREE
KnowledgeBenefits
IntermediateBenefits
OrganisationalBenefits
ExternalBenefits
know the role
what customers need to know
ideas sharedimproved
innovation
transfer rates of knowledge increased
knowledge validated
potential rapidly reached
directed training reduced
well learned organisation
problem solving speeded up
shared approaches between buildings
Staff turnover down
improved morale - able to serve
customer
improvement against targets
single contact resolution rates
up
improved processes
closer fit to customer need
very aligned to customers needs
higher quality products and
services
improved responsiveness
customer satisfaction improved
GETTING RESULTS
RESULTS
BEHAVIOURENVIRONMENT
Developed by Amy Brann, ‘Engaged’ 2015
VALUE CHAIN
Increased Market Share
Customers and market
Processes
Feedback
IF YOU WANT TO INCREASE MARKET SHARE, WHAT DO
YOU NEED TO KNOW AND WHAT DO YOU
NEED TO DO?
VALUE CHAIN
Increased Market Share
Better customer insights Better
product fit
Better delivery quaity
Quicker to market
More referrals and case studies
Product quality
Customers and market
Processes
References
Better market intelli-gence
Learning need
Learning need
Learning need
PERFORMANCE CATALYSTS – WHY NOW?
LEARNING IN THE WORKFLOW
CATALYSTS FOR PERFORMANCE
BREAKING DOWN BARRIERS
WHAT’S NEXT?
CATALYST - A DEFINITION
catalyst noun cat·a·lyst \ˈka-tə-ləst\: a substance that causes a chemical reaction to happen more quickly: a person or event that quickly causes change or action
UNDERSTANDING THE PERFORMANCE CHALLENGE
“A problem well stated is a
problem half solved”
Taken from an article by Jane Bozarth - ‘9 critical elements of performance support’ 2015
UNDERSTANDING PERFORMANCE
A MANAGER ASKS TO BOOK A MEMBER OF THE TEAM ON
A DECISION-MAKING COURSE FOLLOWING A PERFORMANCE REVIEW
MEETING – WHAT DO YOU DO?
UNDERSTANDING THE PERFORMANCE CHALLENGE
Start a conversation on what factors are
required for effective decision making and you’ll get a much more relevant solution
THE COMPLETE PICTURE
Increased Market Share
Gap Analysis Appreciative Enquiry
A CATALYST AS CONSULTANT
PARTNERSHIP AND DEEP DIVE
PERFORMANCE CATALYSTS – WHY NOW?
LEARNING IN THE WORKFLOW
CATALYSTS FOR PERFORMANCE
BREAKING DOWN BARRIERS
WHAT’S NEXT?
GETTING TO THE REAL ISSUE
No more order takers – that
goes for suppliers too
THE TOOLS AT YOUR DISPOSAL
LEARNING ECOSYSTEM
TALENT MANAGEMENT
PERFORMANCE SUPPORT
STRUCTURED LEARNING
KNOWLEDGE MANAGEMENT
SOCIAL NETWORKING AND COLLABORATION
ACCESS TO EXPERTS Based on The e-Learning Guild Survey Learning
and Performance Ecosystems: Current state and challenges, Steve Foreman January 2015
ECOSYSTEM IN PRACTICEWHATS HAPPENING IN A LEARNING ECOSYSTEM THAT SUPPORTS SALES CAPABILITY?
SALES CAPABILITY
Talent Management
Performance Support
Structured Learning
Knowledge Management
Social networking and
collaboration
Access to Experts
SOLUTIONS FOR THE
ORGANISATION
SOLUTIONS FROM THE
ORGANISATION
EVOLUTION OF LEARNING
LEARNING CATALYSTS AND COMMUNITIES
PERFORMANCE CATALYSTS – WHY NOW?
LEARNING IN THE WORKFLOW
CATALYSTS FOR PERFORMANCE
BREAKING DOWN BARRIERS
WHAT’S NEXT?
Q A&
Q & A SESSION
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