Memphis light gas_and_water

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Gold Sponsor:

Silver Sponsors:

DESIGNING YOUR LEARNINGORGANIZATION FOR SUCCESS:

A CASE STUDY

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Memphis Light, Gas and Water Division (MLGW)Largest Three–Service Municipal Owned

Utility Memphis, Tennessee

Service Area Shelby

County

Population 900,000

Employees 2,600

Customers 430,000

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MLGW UniversityLaunched on

November 2006 by Board Resolution

Ribbon-cutting Ceremony

MLGW University Facilities

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Objective

Share MLGW’s

University’s model and

strategies used in

designing a successful

learning organization

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Designing the UniversityEstablish rationale for change

Current “State of Learning”“Vision” of the future

Establish a Steering CommitteeIndividuals who support learning or had a

vested interest in a strong learning organization

Steering Committee define the * What * Why* Benefits * Risks* Resources

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Training Departments

Corporate Universities

FocusRun classes based on popularity and demand

Align learning opportunities with the strategic plan

TechnologyTo increase accessibility; reduce cost

Utilize technology strategically in order to support and reinforce learning

PartnershipsOutsource training to minimize full-time head count in the department

Create outside partnerships to support organizational goals

LeadershipTraining is viewed as an interruption to productivity

Sr. management is actively involved in the learning process; sees a commitment to continuous learning as an enhancement to productivity

ToolsBuild individual’s inventory of skills

Focused to solve real business issues and improve performance on the job

Differences

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BenefitsEnsures alignment of learning and

development with corporate goals/objectivesEngages senior executives in the processBuilds core workplace competenciesCentralizes functions while allowing program

flexibility to business unitsPositions the Learning Organization as a

strategic business partner

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Learning PrinciplesLearning is an investment

rather than expenseThere is a positive correlation

between learning and performance

A strong learning organization adds value to a company

Successful companies are “committed” to continuous learning and knowledge management

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MissionTo provide learning experiences and organizational development services that support the delivery of utilities in a safe and efficient manner.

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A “Best-in-Class” customer centric learning organization

Vision

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ScopeThe Corporate University will offer a comprehensive human resources development (HRD) curriculum to support organizational and individual performance goals with focus on the strategic plan.

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MLGW University Core Functions

Assessments and Evaluations

Course Design/Development Process

Educational Support Programs

Employee Orientation

Executive Development

Human Resources Scorecard

Knowledge Management

Safety/Technical Training

Strategic Recruitment/Hiring

Succession Planning

Tuition Assistance Program

Workforce Planning/Development

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VP of HR

Board of Governance

Chief LearningOfficer

LearningCouncil

Schools of Learning

OperationalCommittees

MLGW University Governance & Curriculum Development Structure

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BUSINESS UNIT SCHOOLSConstruction

andMaintenanc

e

Businessand

Finance

General

Studies

Informatio

nTechnology

Engineering

Operations

Safety, Healt

hand

Security

Leadership

Development

Customer

Relationship Managemen

t

Schools of Learning

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College/ University Partnerships

Suppliers

Consultants

SME’s

Internal Adjunct Trainers

Core Staff

StaffingMLGW University Faculty

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Chief Learning Officer

Employee Development Supervisor

Safety and Technical Training

Supervisor

Assessment & Development Supervisor

Clerk

Protective Equipment Foreman Clerk

Safety / Training

Coordinators

Safety / Training

Specialists

Equipment Testers

Training and Development Specialists

Media Producer

Clerk

Training and Development Specialists

MLGW UNIVERSITY ORGANIZATIONAL CHART

Secretary

Number of positions - 36

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Build Strategic Alignment into your StructureThe strategic plan

forms the foundation for the structure

Structure allows business units some control of their curriculum

Structure allows for executive oversight

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Broad Curriculum (Examples)Each school has a curriculumGeneral Studies

EthicsBenefitsCompany Products and ServicesCommunity RelationsDiversity

Leadership DevelopmentNew SupervisorsDevelopment programs at all levelsExecutive On-Boarding

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Broad Curriculum (Examples) Construction Technology and Operations

Active Apprenticeship Programs

Professional Certifications

Job Readiness Training

Training for Upward Mobility

Customer Relationship ManagementCall Center Training

Quality Customer Service

Field Ambassador

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Varied Instructional StrategiesInstructor-led

On-the-job training

E-learning

Blended learning

Self-study

Peer-to-peer

(structured and unstructured)

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Learning EnvironmentWhere do we train?

Dedicated training facilityTen Operations and Customer Service CentersOutside training areas (simulations)On-the-JobOff site e-learning

When do we train?7:00 a.m. – 10:00 p.m.Monday - Saturday

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Key Components of a Successful Learning OrganizationShared Learning Principles

Support and Involvement of Senior Leadership

Involvement of Operational Departments and Business Units

Alignment of Curriculum and Learning Experiences with the Jobs and Objectives of the Business

Broad Curriculum, Varied Instructional Strategies and an Environment Conducive for Learning

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Questions!

Carolyn TurmanChief Learning Officer

cturman@mlgw.org901-372-5600

Francenia JohnsonAssessment & Development

Supervisorfjohnson@mlgw.org

901-372-5670