Proof of Direct Link between Learning and Performance

(To protect the interest of our clients, we are using fictitious names. However, the data presented here are close to real and living cases.)

Last week, I had a conversation with a VP for Sales Training. He asked what is new in learning systems that can demonstrate learning impacts on the job. Furthermore, he inquired if this solution is an off–the-shelf software.

The first question is like searching for the Holy Grail in training and learning. This has been always a tough question with exceptionally hard –to- find solutions. The reply to the second question can only be "none."That type of off–the-shelf software does not exist."

However, under certain conditions, we can use software to link learning with tangible numbers in performance.

I'd like to share here an approach we have developed to help some of our clients. However, I must preface this presentation with this thought -that we have replicated this model only in very specialized and niched initiatives and only where conditions converge to make the model possible.

Metrics Learning System

The model "Metrics Learning System" (MLS) is an approach that uses learning systems to dynamically (a) link and correlate learning activities and progress with measurable aspects of the job. Furthermore, the (a) approach identifies gaps in performance that trigger coaching and remedial action.
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Background

“Our key leaders in branches abhor learning since
it takes away income from performance bonuses. “

The case overview below is a good illustration of a specific organization that we worked with to implement the Metrics Learning System.

A financial services company of 2,500 branch offices wants to accelerate expansion to 1,000 more branch offices in 3 years. To accomplish the business plans, a good training strategy must be in place. During the research phase, it was clear that a creative approach had to be developed. This summarizes the business realities according to the branch leaders:

“Our account managers are high-revenue generating contributors. Their time is very expensive. Each hour spent in training, unless directly related to the tasks on hand or challenges they are currently facing currently, are considered time wasters. Our key leaders in the branches abhor learning since it takes away income from performance bonuses. “

The Three-Pronged Solution

“Quick lessons, flexible LMS, real-time feedback and
follow-up are starting points.”

These were solutions taken, using the integrated technology, instructional design, implementation and management approaches. At the heart of the solution is a metrics driven learning program.

1. Short and Quick Lessons – The old curriculum training design which demanded more time from account managers was “thrown” into the waste can. The criticism was “why train people on topics they may not need to impact performance.” The lessons were reduced to 5-10 minutes covering basic and sufficient content to train managers on “must learn” content. The mentoring system between branch leaders and account managers continued.
2. Flexible Learning Solutions – The LMS was reprogrammed to allow for flexible training 24/7. Managers took their training sessions online anytime and anywhere they were. There were mandated trainings for license compliance, but the main thrust was to make learning easy and timely. The learning plan was connected to the performance being tracked by the branch leaders.
3. Metrics Learning System – The branch management system tracked revenues and activities per account manager. To continue with this practice, the learning system and data were integrated with the branch financial system to show how each account manager’s training has impacted the performance. The interesting thing happened according to a few branch leaders: “Once we saw how the amount of the account manager’s learning positively or negatively impacted their revenue contributions per hour, we realized the significance of learning as a true value.” An account manager‘s learning and performance dashboard was developed to show each manager and the branch leader the learning schedule, actual time and revenue performance.
   

The Metrics Learning System Dashboard

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1. Work Metrics
Jobs that have clear, quantifiable task outputs and data collected are presented. The data represent targets and commitments of an account manager. It also only represents the actual performance updates. The red items show negative variables which trigger notices to the account manager and the branch leader for one on one coaching. Triggers are emails or onscreen alerts.

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2. Learning Plans and Progress

The dashboard shows the learning plan. This data comes with the LMS (Learning Management System). The learning plan is matched with the work metrics.

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3. Actionable Items

Red alerts from gaps in performance trigger coaching discussions between the account manager and the branch leader. The system provides documentation on the details and progress of the coaching session. The section also shows messages and the exchange of communications between the account manager and the branch leader.

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Practical Usage

“Glimpses of actual performance, red alerts
and corrective actions”

Participants use the system in the following ways.

1. Review the dashboard almost daily to see a glimpse of actual performance, learning, and actions. The dashboard is a source of immediate feedback. It is an alert mechanism.
2. Update the data in the dashboard to reflect revised or new targets, coaching sessions with leaders and priorities for learning.
   

Leaders use the system in the following manner:

1. Get instant red alerts indicating team member’s performance issues.
2. Redirect learning priorities based on red alert items.
3. Record coaching communications between the team member and leader.
   

Link Learning to Performance

“Leaders and team members to instantly get
a feel of what is happening.”

The Metrics Learning System’s biggest value is allowing leaders and team members to instantly get a feel of how to correct work jobs issues, align the right learning and follow-up with coaching. In essence, the system focuses learning on what matters in performance and makes sure that the follow up coaching are instant feedback and transparency. The ability to redirect learning and coaching to help the team member is where learning is linked to improved actual performance.

The focus of the system is to help real time corrective actions and less on documenting ROI learning. The champions, who are the operations and sales executives, clearly understood that the correlation between learning and performance do happen. Their desire is to help team members improve real performance.

Conditions for a Successful Metrics Learning System

“Enlightened leaders, pro-active IT teams, historically tracking
numbers converge to create the right conditions.”

These conditions seem to be common characteristics of a successful implementation.

1. The champions are top line level executives, e.g. VP for Call Center Operations, VP for Corporate Accounts, and Managing Partner for consulting practice. Training leaders and specialists are support providers.
   
2. The technology platforms and IT leaders are proactive to find business solutions. Systems innovations and integration are encouraged. Most often, the Metrics Learning System is an integration of the LMS, CRM, Call tracking system, and HR systems.
   
3. The system is only feasible when team members’ task and performance metrics have been historically tracked as part of the business practice. For example, number of accounts contacted, number of successful phone calls, consulting hours producing billable hours, etc.
   
4. Strong leadership dedication to run a business unit with the mission to help team members improve performance by learning and proactive actions, and not reactive.
   

Conclusion

The Metrics Learning System is not driven by software but by enlightened management leadership. Software solutions only work with the right leaders. The solutions are often very specific and narrow; hence, creative innovations and customization are needed.

The key benefits of the system are to provide real timely feedback, transparency and follow up. When learning is approached in this manner, it is most likely that learning links to performance.

My Encounter with the Galactic Minds: Feynman TEDX Caltech and Stephen Hawkings

This week is very exciting for me. I will be attending Caltech's TEDx event on January 14, 2011 "Feynman's Vision: The Next 50 Years". I am also attending a Caltech lecture by Stephen Hawking.

TEDx CALTECH



This will be a galactic week and encounters with the warped minds. What a fantastic event this will be. Please see the list of speakers for the event. I understand the sessions will be shown live.

"Here's what to expect: Using the fast-paced and engaging format of TED talks, distinguished scientists, business leaders, bold entrepreneurs and a few extraordinary Caltech student speakers will explore broad themes in three thought provoking sessions. The day will be punctuated with generous breaks for conversation, connections and . . . food! From breakfast to a post-event reception, registration includes all meals and snacks, including a complimentary espresso and siphon coffee bar provided by the gourmet coffee company, Intelligentsia. It promises to be an exciting and entertaining intellectual adventure—a time to unplug from the day-to-day routine."

The CaltechTEDx is a dedication to the vision of Richard Feynman.  Here are quotations from Feynman:

"Nature uses only the longest threads to weave her patterns, so each small piece of her fabric reveals the organization of the entire tapestry.

"I learned very early the difference between knowing the name of something and knowing something."

 "Study hard what interests you the most in the most undisciplined, irreverent and original manner possible."

I can live with doubt and uncertainty and not knowing. I think it is much more interesting to live not knowing than to have answers that might be wrong. If we will only allow that, as we progress, we remain unsure, we will leave opportunities for alternatives. We will not become enthusiastic for the fact, the knowledge, the absolute truth of the day, but remain always uncertain … In order to make progress, one must leave the door to the unknown ajar."

As I read Feynman's book, specially his book on, Surely You're Joking, Mr. Feynman!, I can not help but be reminded that our quest for learning is always about “leaving doors ajar.” There is so much to learn and to know and having excitement of the unknown only adds to the fun.

STEPHEN HAWKING Lecture at Caltech

Hawking belongs to the third kind. I see him often at Caltech's Athenaeum Club and this will be my first to see him in a live lecture.

Play the Hawking's TED.com video presentation. 

Stephen Hawking asks big questions about the universe



These are warpped quotes from Hawking:

“I have noticed even people who claim everything is predestined, and that we can do nothing to change it, look before they cross the road.”

“We are just an advanced breed of monkeys on a minor planet of a very average star. But we can understand the Universe. That makes us something very special.”

“When one's expectations are reduced to zero, one really appreciates everything one does have”

“The whole history of science has been the gradual realization that events do not happen in an arbitrary manner, but that they reflect a certain underlying order, which may or may not be divinely inspired.”

“To confine our attention to terrestrial matters would be to limit the human spirit.”

“It matters if you just don't give up”

“Intelligence is the ability to adapt to change.”

“I think computer viruses should count as life. I think it says something about human nature that the only form of life we have created so far is purely destructive. We've created life in our own image.”

“Even if there is only one possible unified theory, it is just a set of rules and equations. What is it that breathes fire into the equations and makes a universe for them to describe?”

I will update you daily on the two events. This is the week I will probably be in techie heaven, if there is such a thing.
_____________________________________________________

Attend my workshops and get a $150 discount.

Register 30 days before the start of any of my courses and you’ll automatically save $150. Use discount code tctrj when registering and you’ll save an additional 10%. Discounts are valid on new orders only. No other discounts apply. For more details and to register visit www.TrainingLiveAndOnline.com.

Ray Jimenez, PhD
"Helping Learners Learn Their Way"

DIYEL #7 Use a straight-line micro-incision on content to instantly apply ideas. All else wastes precious time.

Introduction
Table of Posts

Picture this: a surgeon uses a scalpel to create a straight-line incision to begin an operation: sharp, quick and instant. This is how our training and learning designs should be. Instead, most of them are dull, prolonged and time-wasters.

Ironically, in eLearning the act of learning is often a barrier to the actual application of an idea or the knowledge to convey. Do-It-Yourselfers know that in eLearning, instant application is important, not mere memorization. They design content that is sharp and focused on instant application on the job. New rule: create content that is micro-formatted for immediate incisive understanding and application on the job. Anything that violates this rule is a waste of time.

(This is a series of post from my book "Do-It-Yourself eLearning 2009).

Related Blog Entries:
Does your e-Learning Program carry junk?
Information Overload, Interruptions in Flow - Reduce Productivity

Ray Jimenez, PhD
http://www.vignettestraining.com/
http://www.simplifyelearning.com/

"Helping Learners Learn Their Way"

No Ugly Content Please: iPhone's Modality Learning Is Great, but It Will Not Work with "Ugly Looking" e-Learning Content

I stumbled upon eQuixotic Blog and was impressed with Chris' quality and mission. Chris talks about Apple's July 11, 2008 release of Modality Learning.



View Steve Jobs' Keynote Address at WWDC 2008.

Comments:

1) In the training industry, many times, there is reluctance to increase the quality of the aesthetics - the look and feel of programs. Cost and time are the usual culprits. In e-Learning or technology-assisted tools, sensual and aesthetics are "parts of the learning experience," according to John McCarthy and Peter Write in their book "Technology as Experience." I would further say, that the more aesthetically pleasing the experience, the more learners tend to learn and stay with the material. Apple has always known and applied this precept.

The birth of Modality Learning is a breakthrough. iPhone is an easy tool to use and opens the door for more programmers to develop content (e-Learning) for the iPhone.

2) Those who will invest in quality content will be winners. Those who will not will be at a disadvantage because learners will refuse to study "ugly" content presentations even when presented in the iPhone.

Related post: Micro-Mobile Learning Using iPod Touch - Sun Mobile Learning

Ray Jimenez, PhD
http://www.vignettestraining.com/
http://www.trainingpayback.com/

"Helping Learners Learn Their Way" "Helping Learners Apply Learning"

Business Ideas through Social Learning

The site Gogme.biz is an application of adding more "function" in a social networking context.

I see that social learning can benefit from this idea by testing how learning can follow this path:

Phase I- social learning
Phase 2-collaborative learning
Phase 3-performance

"Turn Business Ideas Into Reality Through A Social Network!"

Ray Jimenez, PhD
http://www.vignettestraining.com/
http://www.trainingpayback.com/

"Helping Learners Learn Their Way" "Helping Learners Apply Learning"

Culture of Training Impact Evaluation

Let's make it a culture "that a training impact evaluation" be done for every training effort.

According to Elliott Masie:

"The hardcore answer is that every time we start a project for a business unit, we demand that an impact evaluation be built into the deal. Sure, we want to know if the employees learned the content. But, the impact evaluation is based on a changed and measurable result on the balance sheet. Sales training results in increased revenue. Leadership training results in higher retention and lowered recruitment costs. "

www.TrainingPayback.com is an online system that actually "Help Learners Apply Learning" so they can track the impacts of their learning.

Ray Jimenez, PhD www.vignettestraining.com
"Helping Learners Learn Their Way"

Why Do Top Executives Make e-Learning Systems a Business Strategy?

Sometimes e-Learning leaders and professionals act out the "pigeon dance." Pigeons keep on doing what they do because it worked in the past. They are slow to adapt to new ways or finding them. E-Learning leaders and professionals can break the habit by focusing on what executives look for in e-Learning.

Why do top executives make e-Learning Systems a business strategy? I have worked with CEOs and top level executives in training, human resources, sales and marketing and operations. I observed this trend. An e-Learning system becomes a key business strategy when it is vital to growth, market share and change in the fundamentals of the business.

E-Learning leaders and professionals need to find these opportunities and make them priority areas for e-learning contributions.

Growth is at risk – For many reasons the company faces a risk in slow business growth because they are not able to hire and train people fast enough; they can not find well-trained people within the organization; they can not identify high-talent and promote managers to open new stores and operations.

Case in point: A large financial services company had to expand their e-Learning system and LMS to allow it to track high-potential staff to join fast-track management development programs. Hiring externally would cost them $125,000 per manager. Hiring internally drastically reduced the costs and improved morale.

Urgency to capture and protect market share – Executives want to be the first to corner a marketplace or ensure that the entry and/or the exit from that marketplace are high. They want to be the first to provide add-on services and usually, training the staff of clients solidifies the dominance in the marketplace.

Case in point: A large paper production company provides its customers training on all the logistics and profit-making ideas on using their paper products. Topics include: cutting waste, storage, showing clients’ customers solutions, safety, etc. Because of this training, clients experience higher sales and superior support and are less inclined to use the competitors’ products.

Game-changing technologies and business models – Executives realize that unless they change the nature of how they do business, they may not survive long enough. The business is under assault with the demand to cut costs and shorten the time to deliver products or services.

Case in point: A large retail company selling over 5,000 products with over 2,000 stores and with low-end product price points. Training was largely on a long, inconsistent buddy system, taking employees away from valuable selling time. Solution: they acquired PDAs or handheld devices that present short training on products in audio, image and text when the employee scans the product. This is training as needed. Furthermore, they are experimenting on providing customers the PDAs so the latter can learn (train themselves) more about the product.

There are many other reasons, but the ones mentioned above often make executives look at e-Learning systems and find out that e-Learning is a good business strategy. E-Learning Systems can impact costs, competitiveness and growth.

Ray Jimenez, PhD www.vignettestraining.com
"Helping Learners Learn Their Way"

Ray's Upcoming Online Learning Events - edited

I am very excited to share with you three online learning workshops. These are sponsored by Training Magazine Events.

Basic Social Network Learning Certificate

E-Learning Design Certificate

Advanced E-Learning Design Certificate



Ray Jimenez, PhD www.vignettestraining.com
"Helping Learners Learn Their Way"

Boiling It Down to Valuable and Useful Knowledge

Many pundits of Web 2.0, Social Networking, e-Learning, training and education are raising the issue about people's inability to process information overload. Some solutions may come from having better software and processes. I am skeptical about our over reliance on software to address this challenge.

Is there a methodology or thinking process that can help people train themselves to think critically and manage massive information and get to the end results?

Ray Jimenez, PhD www.vignettestraining.com
"Helping Learners Learn Their Way"

Micro-Learning Impacts: Training Magazine Event Study

We just released a study and report on "Micro-Learning Impacts." This study (on-going) was conducted in cooperation with Training Magazine Events showing how learners learn, apply, network, and measure results.

The participants submitted micro-goals, networked with their leaders and peers, and measured the impacts of their learnings. Participants reported total learning impacts of $1,600,000.

Below is a list of processes and tool that we used.

(Image blow-up)

For the web-based tool, we used http://www.trainingpayback.com

Ray Jimenez, PhD www.vignettestraining.com
"Helping Learners Learn Their Way"