Jay Cross, Internet Time Group eLearning in Corporate America.

Jay Cross, Internet Time GroupeLearning in Corporate America

eLearning in Corporate America

“Flag,” Jasper Johns, Museum of Modern Art, New York

• Evolution of eLearning in corporate America

• Napoleon & Moscow & eLearning

• Cost/benefit analysis, ROI

• Success Stories

• Trends

Agenda

No need to take notes…

InternetTime.com

“I don’t want to think about it.”

Enterprise decisions on hold.

Virtual meetings replacing travel.

On time more important than exactly right.

Current Mood

Now

2001

1999

“Experiment.”

ASTDDallas

May 2000

2000

Going thru the motions

1999

1999

1999

Model: Learning Factory

The only thing one learns from spoon-feeding is the shape of the spoon.

Graphic by vis-a-vis, www.vis-a-vis.com

The Visual Display of Quantitative Informationby Edward Tufte

140,000 lost todeath and desertion

449,000

8,000 lost in battle

30,000 lost in battle

100,000

35,000 lost to starvation and cold

24,000 more lost to starvation and cold

another 14,000 lost

4,000 lost in battle

another 10,000 die here

10,000

Customer service reps

1,000 new hires How manyskilled workers?

eLearning

31% do not attend compulsory eLearning

-30%

-20%

Computer errors

I love you virus!

Kournikova virus!!

Nimda virus/worm!!!

-10%

Interruption

-20%

Roadblocks

-20%

Irrelevant

-20%

Low priority

-30%

Don’t know how to learn

0

200

400

600

800

1000

-50%

Forget

Time From First Learning Percentage of Material Remembered Percentage of Material Forgotten

After 1 day 54% 46%

After 7 days 35% 65%

After 14 days 21% 79%

After 21 days 18% 82%

After 28 days 19% 81%

After 63 days 17% 83%

Spitzer (1939)

The Forgetting Curve

90 Survivors

910eLearning casualties

Line ManagerTraining Manager

Senior Executive

Evolution of Corporate Motivation

Training Manager

Get them trained

Cut costs

Satisfy the IT department

Cut costs: instructor salaries, travel

Line Manager

Make my numbers

Make my numbers

Make my numbers

Increase customer satisfaction

Stomp the competition

Improve business results

Transform the business

Recruit and retain the best people

Reduce cycle time

Be nimble and innovative

Senior Executive

Strengthen the organization

“Learning is at the heart of a company. It is the competitive advantage in an organization.”

“Raising the intellect of the company, every day, is what it takes to win.”

Senior Executive Attention

Jack and Jay, November 2001

© 2001, Internet Time Group

Graphic by vis-a-vis, www.vis-a-vis.com

Reach more people

Time to performance

3 Success Stories

Depth of learning

© 2001, Internet Time Group

Depth of learning

transform the workforce – retooling for new business models, certifying large numbers of staff, making mergers work, keeping up with the times and changing corporate culture

Unisys University

                       Electronic-Business School

My Portfolio, a personal, secure, online tool containing career development and training information.

Results

• Employee satisfaction 29% 76%• Unisys U satisfaction 82%-90%• Reduces training costs by 25-45% • Reduces training time by 35-45%• Increases learning effectiveness by 15-

25%+ $100,000,000/year incremental revenue

Reach more people

improve relationships with customers – help customers learn to “pump their own gas,” get dealers and channel partners up to speed

Extended Enterprise

The “ecosystem”

Extended Enterprise

CustomerCustomer

DealersDealers

SuppliersSuppliersRawmaterials

Rawmaterials

Value Chain

2001

Our workers

Our workers

Results ofEducating Customers

• More than 100,000 customers signed up to learn Windows, Word, and Office apps online.

• Value of increased customer loyalty? Conservatively, $20 million in repeat business over three years.

Time to performance

accelerate sales – speed up sales force development, roll out new products faster, learn to sell solutions

Previous Sales Training

• One-week workshop in California

• 1,440 new additions to sales force each year

• $5 million average quota

• 15 months to reach proficiency

New Sales Training

• Add introductory eLearning before F2F

• Change nature of workshop

• Add practice and reference material after

Result

• Time-to-proficiency cut 9 months

• 1440 people x ¾ year x $5 million quota = $3.5 billion/year

Personalization

Learning to learn

Integration

Best practices

Internet Time Group

Personalization

Personalization

Learning to learn

Integration

Best practices

Personalized ContentPersonalization

Learning to learn

Integration

Best practices

Learning Content Management System

Learner Profile

Personalization

Learning to learn

Integration

Best practices

Personalization

Learning to learn

Integration

Best practices

Events

Process

Learning

Meta-LearningLab.comwww.

Where corporations invest90% Formal

10% Informal

How workers learn20% Formal

80% Informal

Formal learning, class, seminar, courseInformal learning, on the job, trial & error

Improving the ProcessPersonalization

Learning to learn

Integration

Best practices

Enterprise Integration

Knowledge Management

eLearning

Performance Support

Communities of Practice

Customer Learning

ERP

2002

CRM

Supply Chain

Web services

XML

Personalization

Learning to learn

Integration

Best practices

Personalization

Learning to learn

Integration

Best practices

eLearningForum.comwww.

Personalization

Learning to learn

Integration

Best practices

Internet Time Group

InternetTime.com

Jay Cross, Internet Time GroupeLearning in Corporate America