Integrating Learning and Business Work Flow

1. Session 7.5 Presented by Peter Barrett and Gray Fowler Business Performance Technology Integrating Learning and Business Work Flow

4. Integrating Learning and Business Work Flow: Definition Make the development AND delivery of training and knowledge based materials part of the work process and daily work flow and derived from a database containing core business data rather than develop and deliver discreetly.

5. What does this mean to you?

6. Traditional e-Learning Development • Classic e-Learning follows course-lesson-topic-quiz format • Materials are generally created by subject matter experts from notes, PowerPoints, classroom materials or Word docs • Delivered outside the context of daily work • Creating specialized courses for each use and user can be • Cost prohibitive • Time consuming

7. Some learners do not benefit from e-Learning in traditional formats • Lose interest – don’t complete course • Too much material for available time • Not specific enough to job at hand • Not available or easy to get to at time of need

8. How can using core business data make learning more effective and capture user interest? • Use the same core business data for business, learning, knowledge sharing • Assess business process and integrate learning and knowledge at the point of need • Package the information to meet the need of the moment • Help solve business problems as they occur

9. What types of situations or learning does using this approach make sense?

10. If learning content can be derived directly from core business content… • Better alignment with business process • Closer to the point of need • More focused • Faster delivery • More accurate, consistent • Real-time on demand

11. For the user this means... • Accessed on demand while working • Small bits of information related to process can be pushed/pulled to the user • Relative learning/knowledge nuggets delivered to point of application process at time of need • With links back to more structured learning if required • Informal information exchange (web 2.0) can be encouraged during work and the developmental process

12. Building learning as part of business work flow and process • Foundation data can be pulled from multiple sources into a database • Some commonality in need among various audiences • Some commonality in data among various business processes • How the data is used or in what format will be different for each type of user

13. Most business training has roots derived from a business process, policy or procedure • Examples • Product training – starts with data about a product • Database, images, manuals, procedures • Compliance – background, business case, policy, procedure • Sales training – sales philosophy, procedures, references, collateral • Business skills – policy and procedure, work flow, proprietary methods

14. All of these share common elements

15. Even though there is a common thread of business need, audience specific requirements differ • Traditionally addressed by creating separate learning, separate policy materials, separate business rules Retail Stores Sales Department What Info Is Common? eLearning Course Retail Kiosk Sales Reps Consumers

16. Alternatively one set of data – multiple uses Data Edited for particular use by SME/ID User Application Method of Delivery

17. Single sources of Data Need to Be Published to Multiple Formats Output Formats: Retail Kiosk Document PDF Data Data Accessed In Real Time Website Reference IPod Format E-Learning Course

18. What changes have to occur with content creators and the method for creating data if a database doesn’t already exist?

19. Where to start • Determine common sets of data that have core value to many users • Develop standard methods for creating data • Word formats, database, etc. • Organize data for distribution to diverse audiences

20. Tying e-Learning development into common business programs can be beneficial to the development and the learner • Maintain consistency between business program and learning • Provide more efficient e-Learning development • “connects” e-Learning to business

21. Business Data Example – New Product Introduction • New product information has basic components: • Description • Positioning • Competitive • Pricing • Availability • Innovations introduced • Etc.

22. During a product’s life cycle basic data elements are collected by R&D and Product Marketing • The same data (in differing formats) that all employees need to understand, market, sell and support the product • This can be in the form of a database, Word documents, correspondence, etc.

23. Create a standard structure or method for how the data is created • Leverage what already exists • Think of ways to use this data for learning • Follow a core data structure that can be reused for other purposes • E-Learning • Job aid • Policy or procedural instruction

24. So that different audiences can benefit • Sales: competitive info, positioning, price, availability, innovations • Customer Service: availability, positioning, innovations • Finance: pricing, availability • Executive management: positioning, innovation

25. Same Source : Different Output for Different Audiences Sales Department Sales Editor Portal eLearning Course Sales Reps Retail Stores Data Retail Kiosk Retail Editor Portal Consumers Company Wide Web Based Reference Co. Wide Editor All Employees

26. Create learning and work group communities • Promote bi-directional interchange of ideas through learning 2.0 technologies • Create communities for both internal and customers • Informal knowledge • Marketing tools • Examples: Neighborhood America (www.neighborhoodamerica.com)

27. Promote collaboration and information “pull” • Use web 2.0 technologies to bi-directionally pass information between content owner and user

28. Feedback via Web 2.0 Technology Real-time feedback vetted by SME and re-incorporated into Master Data to establish and support best practices SME Incorporates Feedback Output Format Target Audience Learner Feedback Sent directly to SME

29. Promote collaboration and information “pull” • Allow user to pull and select information down to the desktop to satisfy learning or business need

30. Pull and select information to the desktop Information, learning nuggets and structured learning delivered to the desktop and selected by user as needed Business Application blended with contextual reference and/or structured learning Business Application Data pulled from database based on process Individual User Learner receives data based on queried process and can view in multiple formats

31. Case Study: Quarterly Product Training – New Balance Shoe • Requirement: quarterly New Product Introductions • 60-80 new products every quarter • Product manager database consists of key elements needed to introduce new shoes to sales team • Format undesirable for learning • Materials in database accumulate over months, but are not complete until 2 weeks prior to sales team needing for review • Content can be used for other applications • In store reference • Marketing • Forecasting

32. Product Marketing database already existed

33. Took content and provided interface to edit Data Accessed in Real-time InStep Content Editing Portal Data Subject Matter Expert/ID Edits & Embellishes Existing Data

34. Content Can then Published to Multiple Output Formats Output Format Data Accessed in Realtime Publish Process InStep Content Editing Portal Target Audiences Data Output Format Output Format Subject Matter Expert/ID Edits & Embellishes Existing Data Sales Team Consumer

35. Benefits • High volume of courses turned around in shortened development cycle on quarterly basis. • Approximately 6 hours of learning content covering 60-80 new products produced each quarter for a fraction of conventional e-Learning development costs • Sales feedback on getting product intros at time of product release instead of post release has been highly favorable • Ramp up for defined “sales window” much faster • Reps more knowledgeable • Measured comprehension through use of course mastery helpful to sales management • Multiple output templates allows for different presentation of content to sales, distributors, consumer

36. Case Study: Mortgage Loan Applications – Major National Bank • Make the process and design of creating new products so that assets can be used for a variety of purposes without creating independently • Manuals • Training • Sales support • Reference • Marketing • Account for frequent (almost daily) changes • Deliver the training and support materials where it is needed – at the desktop on the job when and as needed

37. Mortgage data originated in structured Word docs • Same core data created for each mortgage product • Each product included in a comprehensive PDF manual accessible online

38. Rethink how content is organized • Subject matter organized to follow a defined structure opens opportunities for its use • One set of information shared among multiple outputs and applications Product Manual all fields Credit Score Property Type Training Modules - Key Features Qualifying Rate Borrower Eligibility Competitive Matrix - Product Benefits - Key Features Appraisal Requirements Refinances Quick Reference - Key Features

39. Maintain source documents and expand to different uses Documents Dynamically Published on Demand Competitive Matrix Output Templates Product Manual PDF Product Content Database Product Quick Reference Create Product Specifications Product Input Intranet Form Data dynamically pulled in real-time Product managers add and edit content Product Managers Sales Portal Intranet Site Client Criteria Matching Tool Training Modules Product Managers and other authorities review , update, and approve content Product Quick Reference Interface with Existing CRM Agency & Non-Agency Tools Cross Selling Tools & Latest Marketing Info Real-time Feedback From LOs to Product Managers

40. Maintain document creation in identifiable format Product Creator Borrower Eligibility • U.S. Citizens • Permanent Resident Aliens • Refer to the Consumer Loan Policy section 300-19 at the below website. • http://asoapps3.amsouth.com/manuals/RFConsumerLoanPolicy.nsf/(htmldocs)/mainframe? • OpenDocument • Non Permanent Resident Aliens • Non-permanent Resident Aliens who are Private Banking customers may be approved • on an exception basis. These loans must be approved by a Consumer Credit Officer. • Non-permanent Resident Aliens are not eligible for cash-out refinances. • Refer to Consumer Loan Policy 300-19 for INS documentation requirements at the • below website. http://asoapps3.amsouth.com/manuals/RFConsumerLoanPolicy.nsf/(htmldocs)/mainframe?OpenDocument • Non-occupant Co-borrowers • Owner-occupied properties • Maximum LTV/CLTV of 90% • Occupant borrower must contribute 5% of own funds when LTV greater than 80% • Occupant borrower must qualify with ratios of 35/43% Borrower Eligibility Lender Paid MI Mortgage Insurance Import from Database Element used in 4 other products < Back Next>

41. Benefits to Product Managers • Single input for unique data • Output to multiple pre-designed formats and documents that are consistent with business process • Ability to reorganize product info into different formats to meet specific needs such as a marketing campaign, etc. • Updates affect all documents • Changes provided to field in real-time • Maintain current manual format and provide better search functionality • Indexed and tagged

42. Use same data for learning and manuals Product Content Database ARM Training Course Product Eligibility > Borrower Eligibility Here’s an example of Pulled from the database in real-time, content is Always up to date Search: < Back Next >

43. Integrate training with business process • LOs access a Customer Information Worksheet to assist in product selection • Dynamically associate product info and training with selections • Specific manual reference • FAQ • Training module for more assistance

44. Interest Only: SISA: 100% LTV: SIVA: 100% CLTV or > NINA, NIVA 80/20: DU: Sales Aid: Product Navigator Product Navigator Customer Loan Requirements: Qualified Products: 82 LTVs Fannie Mae 7/23 Balloon Features & BenefitsCompetitive InfoProduct PositioningProduct ManualTraining Fannie Mae 10-30 yr FRM Advantage SISA** Features & BenefitsCompetitive InfoProduct PositioningProduct ManualTraining Fannie Mae 15, 20 & 30 yr & 30 yr IO Alt A*** Documentation Features & BenefitsCompetitive InfoProduct PositioningProduct ManualTraining Fannie Mae Flex 97, 100 & 80/20** Features & BenefitsCompetitive InfoProduct PositioningProduct ManualTraining Fannie Mae 10-40 yr FRM Features & BenefitsCompetitive InfoProduct PositioningProduct ManualTraining LP: Fannie Mae 30 yr FRM Interest Only** Features & BenefitsCompetitive InfoProduct PositioningProduct ManualTraining Borrower Eligibility Non Permanent Resident Alien: Fannie Mae Streamline Purchase Plus Features & BenefitsCompetitive InfoProduct PositioningProduct ManualTraining Non Occupant Co Borrower What’s New? Feedback Get Trained… FAQ Property Type

45. Interest Only: SISA: SIVA: 100% LTV: NINA, NIVA 100% CLTV or > DU: 80/20: Delivers specific product based on client profile Product Navigator Customer Loan Requirements: Qualified Products: 3 LTVs Fannie Mae 15, 20 & 30 yr & 30 yr IO Alt A***  Features & BenefitsCompetitive InfoProduct PositioningProduct ManualTraining Metro Alt A 15, 20 & 30yr & 5/1 ARM Features & BenefitsCompetitive InfoProduct PositioningProduct ManualTraining Easy Express 3/1 & 5/1 LIBOR ARMs*** Documentation Features & BenefitsCompetitive InfoProduct PositioningProduct ManualTraining   LP: Borrower Eligibility Non Permanent Resident Alien:  Non Occupant Co Borrower What’s New? Feedback Get Trained… FAQ Property Type

46. Benefits • Benefits to Loan Originators (LO): • Better informed – always up to date information delivered to desktop • Faster dissemination of new product information • Reduced learning curve • Ready access to information and training while engaged in the sales process • Faster turnaround on loan approvals with more accurate loan submissions • More timely learning materials • Training integrated with product development • Changes occur real-time

47. Summary • Rethink how content is created and structured • Identify existing data that can be parsed and reused • Structure content into a common format • Provide meta-tags and populate content into a database • Develop an interface to review/annotate and approve content for desired purpose (output) • Create pre-designed outputs to populate with content • Provide platform and method of delivery

48. Summary • Content Management – single source/multi-purpose • Integrated with work flow – materials/knowledge/training delivered to the desktop • Learner controlled • Always available • Part of the business process • Choose what to use and when to use