Workplace Productivity SkillMap A ssessment and Development G uide

1. Workplace ProductivitySkillMapAssessment andDevelopment Guide TM Learning that fits. Learning that works. Learning that lasts.

2. Developing a Skill Model Assessment Skill Model Individual Results Organizational Results Training Resources Iterative Refinement

3. Corporate Productivity Research Attridge, M. (2009). Employee Work Engagement: Best Practices For Employers. Research Works: Partnership for Workplace Mental Health, 1, 1-11. Baldwin, J.R. and Sabourin, D., 2001, “Impact of the Adoption of Advanced Information and Communication Technologies on Firm Performance in the Canadian Manufacturing Sector”, Analytical Studies Branch-Research Paper Series, Statistics Canada, October 2001. Bartel A., 1992, “Productivity Gains from the Implementation of Employee Training Programs”, National Bureau of Economic Research (Cambridge, MA) Working Paper No. 3893, 1992. Black, S.E. and Lynch, L.M., 1996, “Human Capital Investments and Productivity”, The American Economic Review, Vol. 86, No.2. Borman, W. C., & Motowidlo, S. J. (1997). Task performance and contextual performance: The meaning for personnel selection research. Human Performance, 10, 99-110. Brooks, S. M., Wiley, J. W., & Hause, E. L. (2006). Using employee and customer perspectives to improve organizational performance. In L. Fogli (Ed.), Customer service delivery: Research and best practices (pp. 52 – 82). San Francisco, Calif.: Jossey-Bass. Corporate Leadership Council (2004). Driving performance and retention through employee engagement. Washington, DC: Corporate Executive Board. Corvers, F., 1997, “The Impact of Human Capital on Labour Productivity in Manufacturing Sectors of the EU”, Applied Economics, 1997, 29, pp 975-987. Cuenca, J.S., 2006, “Productivity: Putting the use of Resources at their Best”, Economic Issue of the Day, Philippine Institute of Development Studies, Vol VI, Number 7. Georgopoulos, B. A., Mahoney, G. M., & Jones, M. W. (1957). A path-goal approach to productivity. Journal of Applied Psychology, 41, 345-353. Hackman, J. R., & Lawler, E. E. (1971). Employee reactions to job characteristics. Journal of Applied Psychology Monograph, 55, 259-286. Harrington, H.J, 1991, “Business Process Improvement: the Breakthrough Strategy for Total Quality Productivity and Competitiveness”, McGraw Hill Professional. Hausknecht, J. P., Day, D. V., & Thomas, S. C. (2004). Applicant reactions to selection procedures: An updated model and meta-analysis. Personnel Psychology, 57, 639-683. High Level Group on Manufacturing, 2008, “The Report of the High Level Group on Manufacturing”. Hoffman, M.J. and Mehra, S., 1999, “Management Leadership and Productivity Improvement Programs”, International Journal of Applied Quality Management, Vol. 2, No. 2, pp. 221-32. Irish Benchmarking Forum, 2003, “Core Metric Benchmarks for Small and Medium Sized Manufacturing Firms in Ireland”, February 2003. Kahn, W. A. (1990). Psychological Conditions of Personal Engagement and Disengagement at Work. Academy of Management Journal, 33, 692-724. Keegan, R. and O’Kelly, E., 2004, “Applied Benchmarking for Competitiveness: a guide for SME owner/managers”, Oak Tree Press. Kendrick, J.W., 1984, “Productivity – Where we Stand”, in Handbook for Productivity Measurement and Improvement, W.F. Christopher and C.G. Thor (eds.), (1993) Productivity Press Portland. Koenig, M. E. D., “Business Process Redesign and the Productivity Paradox”, Rosary College. Kutschker, Dr. M., 1994, “Re-engineering of Business Processes in Multinational Companies”, paper presented at the Carnegie Bosch Institute’s International Research Conference, November 2, 1994. Murillo-Zamorano, L.R., 2003, “The Role of Energy in Productivity Growth: A Controversial Issue?”, The Energy Journal, 2005, vol 26, Issue 2, pp 69-88. NCPP and The Equality Authority, 2008, “New Models of High Performance Work Systems: the Business Case for Strategic HRM, Partnership and Diversity and Equality Systems”, January 2008. Organ, D. W., & Ryan, K. (1995). A meta-analytic review of attitudinal and dispositional predictors or organizational citizenship behavior. Personnel Psychology, 48, 775-802. Paton, D. et al., 2004, “Productivity Measurement in a Service Industry: Plant-Level Evidence from Gambling Establishments in the United Kingdom”, presented at the SSHRC International Conference on “Index Number Theory and the Measurement of Prices and Productivity”, Vancouver, June 30, 2004. Pritchard, R.D. et al, 1987, “Feedback, Goal Setting, and Incentives Effects on Organizational Productivity”, Education Resources Information Center. Pulakos, E. D. (2004). Performance management: A roadmap for developing, implementing and evaluating performance management systems. Alexandria, Va.: SHRM Foundation. Pulakos, E. D. (2005). Selection assessment methods: A guide to implementing formal assessments to build a high-quality workforce. Alexandria, Va.: SHRM Foundation. Ramsay, C. S. (2006, May). Engagement at Intuit: It’s the people. In J. D. Kaufman (Chair), Defining and measuring employee engagement: Old wine in new bottles? Symposium conducted at the Society for Industrial and Organizational Psychology 21st Annual Conference, Dallas, Texas. Ramsay, C. S., & Finney, M. I. (2006). Employee engagement at Intuit. Mountain View, CA: Intuit Inc. Rao, S. et al, 2002, “The Importance of Skills for Innovation and Productivity” International Productivity Monitor, Number 4, Spring 2002. Roberts, D. R., & Davenport, T. O. (2002). Job Engagement: Why It’s Important and How To Improve It. Wiley Periodicals, Inc, 21-29. Robinson, D., Perryman, S., & Hayday, S. (2004). The drivers of employee engagement. IES Report No. 408. Brighton, UK: Institute for Employment Studies. Romm, J.J. and Browning, W.D, 1998, “Greening the Building and the Bottom Line”, Rocky Mountain Institute. Roper, S. and O’Malley, E., 2005, “Productivity, Profitability and the Cost Structure of Manufacturing Firms in Ireland and Northern Ireland”, All-Island Business Model, Research Ryan, A. M., Schmit, M. J., & Johnson, R. (1996). Attitudes and effectiveness: Examining relations at an organizational level. Personnel Psychology, 49, 853-882. Saari, 2006, “Productivity: Theory and Measurement in Business”, Satakunta University of Applied Sciences. Safety and Availability and the Engagement of the Human Spirit at Work. Journal of Occupational and Organizational Psychology, 77, 11-37. Sahay, 2004, “Multifactor measurement Model for Services Organisation”, October 2004. Saks, A. M. (2006). Antecedents and Consequences of Employee Engagement. Journal of Managerial Psychology, 21, 600-619 Schaufeli, W. B., Bakker, A.,& Salanova, M. (2006). The Measurement of Work Engagement with a short questionnaire: A Cross-National Study. Educational and Psychological Measurement, 66, 701-716. Schneider, B., Hanges, P. J., Smith, B., & Salvaggio, A. N. (2003). Which comes first: Employee attitudes or organizational financial and market performance? Journal of Applied Psychology, 88, 836-851. Schneider, B., Hanges, P. J., Smith, B., & Salvaggio, A. N. (2003). Which comes first: Employee attitudes or organizational financial and market performance? Journal of Applied Psychology, 88, 836-851. Schneider, B., Parkington, J. J., & Buxton, V. M. (1980). Employee and customer perceptions of service in banks. Administrative Science Quarterly, 25, 252 – 267. Schreyer, P., 2001, “A Guide to the Measurement of Industry-Level and Aggregate Productivity”, International Productivity Monitor, Number 2 Spring 2001. Seijts, G. H., & Crim, D. (2006). What Engages Employees the Most, or the Ten C’s of Employee Engagement. Ivey Business Journal, March/April, 1-5. Skillnets, 2005, “Measuring the Impact of Training and Development in the Workplace”, Skillnets Ltd 2005. Stanfield, T., 2006, “The Effects of Goal Setting and Feedback on Manufacturing Productivity: a Field Experiment”, International Journal of Productivity and Performance Management, Vol. 55, No. 3/4, 2006, pp. 346-358. Turcotte, J., 2004, “The Link between Technology Use, Human Capital, Productivity and Wages: Firm-level Evidence” International Productivity monitor, Number 9, Fall 2004. UNIDO, 2006, “Determinants of Productivity: Cross-Country analysis and Country Case Studies”, Research and Statistics Branch, October 2006. Vance, R. J. (2006). Organizing for customer service. In L. Fogli (Ed.), Customer service delivery: Research and best practices (pp. 22 – 51). San Francisco, Calif.: Jossey-Bass. Wiley, J. W. (1996). Linking survey results to customer satisfaction and business performance. In A. I. Kraut (Ed.), Organizational surveys: Tools for assessment and change (pp. 330-359). San Francisco, Calif.: Jossey-Bass Publishers.

4. Common Corporate Training Needs • Knowledge of systems and processes • Knowledge of policies and procedures • Communication skills • Presentation skills • Managing effective meetings • Customer service skills • Listening skills • Software-specific skills • Organizing your work space • Handling difficult employees • Employee motivation and engagement • Handling rejection • Consultative selling skills • Time management skills and processes • Territory management • Sales cycle management • Account management processes • Individual accountability • Setting goals and objectives • Process improvement • Self-motivation • Metrics analysis • Lean / Six Sigma • Presentation Skills • Communication skills • Customer service skills • Handling employee conflicts • Email systems and processes • Behavioral styles • Employee engagement • Strategic planning • Systems thinking • Problem solving skills • Communication styles • Business writing skills • Project management skills • Team development • Leadership • Sales coaching • Strategic selling skills • Prospecting skills • Handling objections • Regulatory compliance • Integrity • Active listening • Providing feedback • Authentic communication • Health and wellness • Project funding • Commercial finance • Metrics development • Objective business analysis • Developing new leaders • New employee onboarding

5. A Pattern Emerges… • Individual Accountability • Team Building • Health and Wellness • Meeting Management • Project Management • Managing Time and Tasks • Productive Email Practices • Solving Problems • Communication Clarity • Resilience and Stamina • Stress Management • Cooperative Work • Systems Thinking • Objective Analysis

6. Workplace Productivity SkillMap

7. WPS Field Testing • +80 Organizations • +2500 Individuals • +40 Training Events

8. Workplace Productivity SkillMap

9. Developing Training Resources • Adults are just-in-time learners • Adults are practical learners • Adults are not empty vessels • Adults are the real experts on themselves

10. Training Resources • A broad array of training tools are available for each skill category including: • E-learning module • Handout/workbook • Facilitator Guide (for workshop delivery) • Audio CD

11. Management “Dashboard” In addition to individual results, the administrative “dashboard” allows managers and supervisors to view the aggregate results of • The entire organization • Divisions • Work teams • Other sub-groups as requested

12. Developing a Strategic Training Plan

13. E-Learning Previews

14. Our Marketing “Secret Sauce” + = “I get it.”

15. www.skillmap.com

16. Affiliate (wholesale) Pricing

17. Blended Learning Solutions • Webcast • Participant Survey • Workshop • Workshop • Workshop Individual report and development guide and/or and/or and/or and/or and/or and/or • E-learning • Metrics tracked • E-learning • Manager certifies competency • Webcast • E-learning • Aggregate group report and/or and/or and/or and/or • E-learning courses complete • Audio CD • E-learning • Audio CD

18. Jostens Example • Audio CD • Each sales rep assigned 3 skill categories based on assessment results • 3 pre-learning Webcasts for each rep • Participant Survey • 20 sales managers each assigned 1 skill category to facilitate • Audio CDs used for TTT • 20 Workshops delivered by 20 sales managers concurrently • Delivered 3 times in rotating breakout sessions Individual report and development guide and and • Metrics tracked • Manager certifies competency • Aggregate group report and • Practice Workshop

19. Next Steps • Patricia Danielson • Director of Affiliate Services • 763-390-2430 • Patricia.Danielson@FrontlineLearning.com