What do we do? Strategy, Plan, Design, Deliver, Measure, Administer

1. What do we do?Strategy, Plan, Design, Deliver, Measure, Administer Managed Learning Services – Approach– Mentor Learning – Version 1.03 - 2009

2. How do we do it? Strategy Plan Design Deliver Measure Administer Managed Learning Services Learning Content Engineering Learning Metrics Management Performance Enhancement Projects Leadership Development Success@Work Suite Managed Learning Services – Approach– Mentor Learning – Version 1.03 - 2009

3. Managed Learning Servicesthe Mentor approach Managed Learning Services – Approach– Mentor Learning – Version 1.03 - 2009

4. Why… To ensure delivery of Reliable, Timely, Cost-effective & business relevant learning to meet Business objectives Managed Learning Services – Approach– Mentor Learning – Version 1.03 - 2009

5. Key L&D Challenges • Aligning learning activity to business results • Measuring impact of learning activity – which is time & cost intensive • Transferring ownership for learning to the employee • Managing all these in a cost effective & reliable manner Managed Learning Services – Approach– Mentor Learning – Version 1.03 - 2009

6. What’s the Value to you? • A comprehensive service to manage all your learning requirements – Strategy, Planning, Design, Delivery, Measurements, Administration. • Internal University model to manage learning in the organization through Scientific, Process driven approach to learning design & delivery across Functional, Technical & Behavioural Competencies. • Measuring Return on Investment - Clear measures of activity, learning achieved, behavior change seen and impact on results Vs the money spent on training • Assured way to manage challenges in delivering learning - Reliability, Scalability and Cost-effectiveness • A single vendor with clear SLAs to manage learning across all functions & levels in the organization. Pay as you consume. Take it as a whole or in parts that appeal to you. Managed Learning Services – Approach– Mentor Learning – Version 1.03 - 2009

7. Why would you be interested? • Investment in learning yields results only when taken through to habit formation/change • This requires sustained interventions spreading over a reasonable period of time • Organizations lack the bandwidth to plan, design, deliver, measure & manage this process. • Can’t this specialized activity be managed by a professional organization with whom we can interface? Managed Learning Services – Approach– Mentor Learning – Version 1.03 - 2009

8. Service Model Highlights • Organizational Learning Plan is created based on Results/Goals linked to Roles contributing to the results. • Each role will have a Role-Task Competency Analysis resulting in identified clusters of competencies needed for performing the role and enhancing quality of performance in the role. • Courses linked to business results. Mandatory & Desirable courses identified for each role. • Each employee gets an individual learning plan. Learning plans have a provision for optional courses sought by employees, validated by Supervisor and HR. • A learning management policy is created to ensure transfer of ownership for learning to the employee. The policy outlines how & when learning will be administered and the stakes involved in demonstrating learning at work. • An internal University is created for administration of learning. All learning will result in tangible measures, demonstrated results leading to certifications. Managed Learning Services – Approach– Mentor Learning – Version 1.03 - 2009

9. Highlights • Multiple modes of learning will be deployed to manage efficiency and optimization of cost and resources– • Instructor driven • on-the-job • Self Paced • Blended • All courses result in Kirkpatrick Level - 2 certification –assessment of learning change achieved through the intervention - and linked to Performance Management System – Trainee & Manager • All courses will have Kirkpatrick Level – 3 audits and the results linked to Manager Performance. • Administration of learning will be driven through a internal learning portal. • Clear Service Level Agreements –Coverage, logistics, L1 & L2 data, L3 activity. Half Yearly review of Course efficacy • Mentor takes ownership for Monthly Reporting & Review. Corrective action – Design, Coverage, Logistics. Managed Learning Services – Approach– Mentor Learning – Version 1.03 - 2009

10. Mentor Managed Learning Services Approach Business Strategy & Process Roles A unique combination of Function & Work Level Develop Learning Strategy Business Objectives Driven through Implemented by Fix Policy, Process to Implement Strategy Which Collectively help achieve & Varying in Importance Performing relevant Create Organizational Learning Plan Performance Goals or Metrics That are needed to achieve Tasks Design Learning Courses/Process that require Deliver Learning Courses/Process Competencies Behaviours / Habits that get repeated consistently & at will Measure effectiveness, Correlate to Business Results That help achieve Width Necessary & Impacting Completion Depth Desirable & Impacting Quality Project Management - Engage with internal leaders, Administer the learning process through technology assistance, Monitor & Report, Feedback insights & corrective actions to the organization Managed Learning Services – Approach– Mentor Learning – Version 1.03 - 2009

11. What is our Purpose?Competency is holistic, it is the ability to do… accomplish..!Changing Actions, Habits that deliver consistent results is the purpose of Learning Knowledge Skills Competency Habit Attitudes Managed Learning Services – Approach– Mentor Learning – Version 1.03 - 2009

12. Mentor Multiple Stimuli ModelEngineering Habits that deliver business results Enchant Enthrall Engage 1. Invite Create Context, Clarity 2. Pre- Work Excite, Motivate, Create curiosity 3. Pre- Assessment Base Measurement, sort, understand, Prepare 5. Post-Assessment Measure Change, Plan 4.Class Room Session Remove Dissonance, Inform, Simulate, familiarize, induce trial 6.Assign Learning Application Project Provide Structured Opportunity to apply learning 7. Grade LAP, Provide Feedback through Manager 9.Use closure activity – Quiz, report, etc 8.Self Paced Learning Projects Build Perspectives, Reinforce beliefs 11.Long term Measure Audits Create reference/bench mark indices – Employee Engagement, Personal competencies, Learning Climate 10.Performance Audits Measure Skills Transferred, Performance Change through Managers Webinars eZines Talks Quiz/ Polls Managed Learning Services – Approach– Mentor Learning – Version 1.03 - 2009

13. Multiple Stimuli Model Design - An example • Key roles delivering results • Manager Logistics • AM Purchase • GM-Sourcing • Tasks-competency • Vendor Identification – networking, search skills • Contracting – Negotiation skills, Planning Supply-Chain Increase Just-in-time performance, reduce input costs • Skill Gap analysis & establishing minimum role requirements • Ability to identify & evaluate vendors using internet resources • ability to plan & negotiate effectively • securing long term contracts Learning design - Blended Learning Model Classroom Inputs (inputs on vendor evaluation, usage of internet – e.g e-auctions) + Learning Application Projects (a project to identify vendors using tools given within a timeline) + Self Learning Project (reading material, online inputs on vendor management) + Assessment (a test to measure learning achieved on specific skills pre vs. post intervention) + Performance audits – (real time assessment of skills at work leading to certification) Effectiveness Evaluation Measure participant reaction – ratings on effectiveness Measure Learning change pre/post intervention – skill tests Behavior change at work - thorough performance audits Correlation to change in results – tracking results Managed Learning Services – Approach– Mentor Learning – Version 1.03 - 2009

14. Mentor Learning Delivery Approach Icon = small element of skill Every learning program is broken into learning objectives and each objective into Icons. Each Icon is taken through the Mentor Learning Cycle Below. The Icons are then taken through the Crescendo Model for effective habit formation Crescendo Model CD Concept Discovery HF SB CD HF Habit Forming Skill Building SB Identify Business Relevant Needs Scientific Learning Design Rigorous Trainer Certification Trainee Reaction Measurement & Analysis Learning Improvement measure Monitor work habit change Correlate with Results Managed Learning Services – Approach– Mentor Learning – Version 1.03 - 2009

15. Mentor MLS - Engagement Model Engage with Business Leaders, key stake holders Use Performance Data, Business Goals to identify Key Business Drivers Evaluate constraints, resources to create Learning goals & strategy Develop Learning Strategy Evolve a policy which will help deploy the goals measurably Establish Performance Management System linkage Define responsibilities & communicate Fix Policy, Process to Implement Strategy Decide Learning Priorities, Coverage guidelines, timing Create the time table, Calendarize activities, Communicate to individuals Establish learning administration infra structure Create Organizational Learning Plan Establish the performance metric impacted& habits that cause it Design the course/process in Multiple stimuli Model to form habits Develop the course, validate with key stake holders for relevance Design Learning Courses/Process Enthrall, motivate the employee to get into the course Excite the employee through familiarization with skill models Engage the employee through inducing trial & reinforcing beliefs Deliver Learning Courses/Process Measure employee reaction, skill change achieved Measure habits formed through performance audits Correlate Skill change, habit formation with Performance Metric change Measure effectiveness, Correlate to Business Results Schedule, Communicate, remind employee/supervisor on each activity Monitor& Report Performance to employee/supervisor Analyze, Review, Share insights/corrections to Business Leaders Track Learning Performance, Costs against Goals & report Project Management - Administer the learning process Monitor & Report, Managed Learning Services – Approach– Mentor Learning – Version 1.03 - 2009

16. Learning Management Structure Steering Council = Client’s Senior Management + Mentor Learning Management Team = Client HR Rep + Mentor Program Manager Mentor Program Manager Central Admin & Logistics Team Learning Design Team Regional Engagement Managers Client – Learning Delivery Resources Mentor Learning Delivery Resources External Learning Delivery Resources Managed Learning Services – Approach– Mentor Learning – Version 1.03 - 2009

17. Service Deliverables • Learning content design • For each identified course or learning program develop – • Create learning road map & story board • courseware, visuals, props, trainer manuals, assessments customized to the learning environment/audience • Kirk Patrick level – 3 instruments for evaluating learning effectiveness. • Learning delivery • Identify facilitators • Train/certify facilitators • Deliver learning • Logistics management • Facilitator travel & accommodation • Communication to participants • Identify and contract venue/facilities • Organize for course material • Helpdesk • Data gathering and reporting • Gather feedback data – Kirk Patrick Level – 1,2 & 3 • Analyze and report • Diagnostics • Identifying roles, Performing Role Task Competency Analysis • Complete Role wise Learning Needs Analysis • Complete Role wise Competency Gap Analysis • Organizational learning planning • Identify learning courses, detail learning objectives, coverage, methodologies • Create overall learning plan & calendar • Create individual employee learning plans • Learning management policy & processes • Create a learning management policy • Create processes & tools for – learning delivery, design, resource identification/evaluation, data gathering, analysis, review Managed Learning Services – Approach– Mentor Learning – Version 1.03 - 2009

18. Our MLS Clients • CavinKare – a fast growing FMCG business – 800+ people located across India. Covering Manufacturing, Sales, Marketing & other support functions • Odyssey –a fast growing Retail business – 1000+ people located in 30+ stores across India, growing to 55 stores • Tata Communications Transformation Services –a fast growing Telecom Technology services business operating out of Pune & Chennai with 600+ people • ITC Foods Business –a fast growing FMCG business – 600+ people located in 46 manufacturing locations across India. • We have been working with most of our 40+ clients in more than one stream of activity (Learning Planning, Learning Design, Learning Delivery, Learning Effectiveness Measurements, Learning Management Support). These clients include Alcatel-Lucent, Intel, ExxonMobil, Vedanta, Carborundum Universal, Deloitte, Accenture, Cognizant, Managed Learning Services – Approach– Mentor Learning – Version 1.03 - 2009

19. Thank You! Managed Learning Services – Approach– Mentor Learning – Version 1.03 - 2009