Running head: DEVELOPMENT OF ABC ORIENTATION AND 90-DAY CERTIFICATION PROGRAM 1 Development of ABC Orientation and 90-Day Certification program By Liliana Lucy Alice F. Moore Nancy B. Velasco Elizabeth Zeiger California State University East Bay June 5, 2010
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Running head: DEVELOPMENT OF ABC ORIENTATION AND 90-DAY CERTIFICATION PROGRAM 1
Development of ABC Orientation and 90-Day Certification program
By
Liliana Lucy
Alice F. Moore
Nancy B. Velasco
Elizabeth Zeiger
California State University East Bay
June 5, 2010
DEVELOPMENT OF ABC ORIENTATION AND 90-DAY CERTIFICATION PROGRAM 2
Abstract
ABC’s laser focused vision includes becoming well-known within its six
territorial regions of the United States as the number one provider of widget services to
educational institutions, corporate training departments, and community development
services providers.
It is critical that each employee commit to ABC’s vision, mission, and values. To
help strengthen this position, each employee is required to complete the ABC Orientation
and 90-Day Certification program prior to completing their first 90 days of employment.
The students in this program are the newly hired employees and the teachers are the
subject matter experts throughout the organization or outside consultants called in to
assist. The new employee must complete the certificate and also successfully be deemed
to have performed well and met expectations of the hiring manager. The hiring manager
will conduct a formal 90-day review with this employee after the new hire has worked for
one quarter of the year.
DEVELOPMENT OF ABC ORIENTATION AND 90-DAY CERTIFICATION PROGRAM 3
Rationale for ABC’s Certificate Program
Introduction
Welcome to ABC! Here, the students are the employees or staff in the organization. The
teachers are the subject matter experts throughout the organization. Outside consultants are also
called in to assist.
New Employees and Retention
ABC employees undergo a great deal of prescreening and are carefully selected for
fulfilling predetermined roles and needs within ABC. By the time a job offer is extended to a
new hire candidate, ABC management and Human Resources have a good sense of the
candidates fit with ABC’s culture. It is critical that each employee commit to ABC’s vision,
mission, and values. To help strengthen this position, each employee is required to complete the
ABC Orientation and 90-Day Certification program prior to completing their first 90-Days of
employment. However, completion of this certificate program does not guarantee employment
pass the initial 90-Days. The new employee must complete the certificate and also successfully
be deemed to have performed well and met expectations of the hiring manager. The hiring
manager will conduct a formal 90-day review with this employee after the first the new hire has
worked for one quarter of the year.
Attrition for new employees certainly is a factor to consider. By the time an employee has
reached the point of beginning employment for ABC, much has already been invested
throughout the rigorous screening and interviewing process. The first 90 days are the most
critical because new employees and their managers will discover if this role and organization are
a good fit. We need to make sure the online learning and welcoming process is beneficial and a
positive experience for the new comer. Engagement is a factor that impacts attrition (Angelino,
DEVELOPMENT OF ABC ORIENTATION AND 90-DAY CERTIFICATION PROGRAM 4
& Natvig, 2009). By designing activities online that engage the learner, retention rate is higher.
Engaging activities can include a welcoming discussions, virtual ice breakers, online chatting,
and online collaboration types of activities.
One feature that sets this program apart is that it explores ABC’s culture, mission, values
and so forth in an online rather than traditional learning environment so the learning is more in
the hands of the learner (Howell, Williams, & Lindsay, 2003). It is no longer focused on going to
an on-ground classroom, sitting in hard chairs, and listening to a professor lecture. With online
learning, employees go through a process of self discovery and assessing. They are free to
explore and reflect on their own personal values and mission and ask if they will feel
comfortable at ABC. In the case of ABC, employees are free to ask the tough questions
surrounding their commitment to align with the organization's mission and vision and carry out
the duties associated with their role assignment.
ABC’s Vision
ABC’s laser focused vision includes becoming well known within its six territorial regions
of the United States as the number one provider of widget services to educational institutions,
corporate training departments, and community development services providers.
ABC’s Mission
ABC’s mission is to continuously improve upon and provide widget services that enable our
customers to deliver educational content online seamlessly.
ABC’s Values
ABC values align with the organization’s culture, mission, and vision while recognizing our
talented employees’ role in defining and fostering an environment conducive to progressive
growth.
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1. We value our employees and respect their contributions individually and as a team.
2. We value our customers and desire for them to become our raving fans.
3. We value creativity, experimentation, and thoughtful development of ideas in our ever
evolving development of widget services.
4. We value embracing life and uphold personal commitments to work, family, and
community.
Student Learning and Assessment
Student Learning
ABC’s learning development team advices the following for new employees. To get the
most of the online learning students should:
1. Be open-minded about sharing life, work, and educational experiences as part of the
learning process.
2. Be able to communicate online.
3. Be self-motivated and self disciplined.
4. Be willing to "speak up" if problems arise.
5. Be able to think an idea through before responding.
6. Be able to complete assignments on time.
(Illinois Online Network, 2010)
Facilitators
Facilitators are the guides for the start of the new hires' journey at ABC. As such, they will
guide the students in learning how to learn online. They will keep discussion on track, create a
social and friendly environment, and use various learning options to stimulate learner
participation such as small group discussions and small group assignments (Berge, 1995).
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Each instructor is certified as an instructor at ABC as well as being certified within their
own area of expertise. Not only are they learning professionals who are recognized by their
colleagues in the learning arena, but they can perform in the top quartile of the business process
as well (Summerfield, 2008).
ABC encourages all its training professionals to seek development opportunities through
colleges and universities and corporate training programs. Fees are paid for professional
development organizations where facilitators can take classes to keep up with the latest
techniques.
Assessment
Evaluation is important to gauge the success of a program and to learn where we can make
improvements. We continually evaluate the design of the courses we offer so that could be up
to date with materials and to make improvements to the program.
In each of our courses, Kirkpatrick’s four levels of evaluation are followed. Each class is
sent an online questionnaire “smile sheet” to measure Level 1. Reactions are important because
if learners react negatively to a course, they are less likely to transfer what they learned to their
work (Shepherd, 1999). Assessment exercises are used to measure Level 2 Learning. During
the course, materials are continuously being reviewed through role plays and other exercises to
keep the information fresh in the students’ minds and to help them better retain the information.
Simulations are also used to test for practical skills. Levels 3 and 4, Application and Business
results are done once the employee has ended their 90-day trial period. Performance coaches are
used to help the students transition from training to the work environment. By using
performance coaches, the employees are ready to move ahead on their own at a faster rate. The
PCs provide positive reinforcement where the results are successful and constructive feedback
DEVELOPMENT OF ABC ORIENTATION AND 90-DAY CERTIFICATION PROGRAM 7
and encouragement where they are not. Managers are asked to complete a questionnaire listing
what is working with the new employee and what can be improved or we what emphasize more
in the training.
Additional Assessment Tools
In considering the design our assessments for ABC, the learning group has identified a
resource that provides already prepared assessments. We are considering the staffing capacity
savings associated with using some of these pre-crafted assessments versus designing our own.
The Kenexa (2009) Job Fit, Cultural Fit, and Career Fit Assessment are a set of ready-to-use
exercises to examine if new employees are a fit for ABC incorporation. The assessments are
made up of presentation exercises, role playing, group exercises, and both written and practice
interview sessions. The tools are designed to help the company identify candidates who job
skills, individual needs, and values will match the mission and vision of the company. These
tools also decrease the turnover in the company as well as match the right employee with the
right position. With the three assessment tools this will enhance overall employee commitment
and job satisfaction.
Other relevant assessment tools are utilized in some of the courses that pertain specifically
to the subject attainment being measured. For example, Franklin Covey assessments are used in
the ABC102 Focus Workshop. Overall, careful thought and planning have transpired for each
course. ABC’s assessment methods will continue to evolve with each group of new employees.
Culture and Support Services
Creating culture and a sense of community
It is common for people to feel nervous as they begin a new position in a new organization.
In the beginning, feeling a part of the organization - feeling like a part of the community and
DEVELOPMENT OF ABC ORIENTATION AND 90-DAY CERTIFICATION PROGRAM 8
embracing the culture- takes some time and support of others. As we develop the program for
helping new employees feel comfortable, we do want to create a sense of community. Battista,
Forrey and Stevenson (2008) explore ways of creating community by promoting collaboration.
They suggest having various activities and support services that students may voluntarily
participate in while establishing that sense of community. Having a book club, a mentoring club,
a walking club, and hosting a toast master’s group were some ideas given for communities to
consider even doing online. In our ABC organization, it will be important to pass down the
culture of life balance and also community. The culture of balance does speak to finding hobbies
and activities, family and community involvement to enjoy in addition to the work done in the
organization itself.
Another challenge expressed by hiring managers and the HR Department is the need to
create an atmosphere that promotes personal engagement and provide individual attention. A
similar type of program was offered previously as an on campus requirement. ABC is hoping
this new online approach will help increase enthusiasm for the program and also prove effective
in acclimating new hires to ABC.
Technology innovations have proven fruitful in spurring the advancements of online
learning. Portal based provisioning as seen in the use of Blackboard, SharePoint, Moodle,
CRTeacher, and others make hosting online learning and communicating geographically
commonplace. Wikis, blogging, and social media applications such as Second Life, LinkedIn,
Twitter, My Space, and Facebook serve to blur the lines between personal and business usage
and spread the acceptance of online collaboration. Telecommunications and computer-based
technology solutions have merged to form Unified Communications (UC) -- technology that
DEVELOPMENT OF ABC ORIENTATION AND 90-DAY CERTIFICATION PROGRAM 9
consists of teleconferencing, web conferencing, video conferencing, instant messaging (IM), and
voice over IP (VOIP).
The Internet provides a means for connecting the world together. ABC does plan on
incorporating these technologies to create a feeling of cohesion among the participating
employees. Employees will have opportunity to explore some of these technology software
applications and services within this program. Others are targeted for coverage as elective
course offerings in the future.
Requesting technology and other resources
By default, all new employees receive a computer workstation with core software
application installed. However, the hiring manager may opt to request a variety of other
equipment and software through ABC’s Support Services page in the ABC Portal. In addition to
standard computer equipment, provisioning is available for ergonomic keyboards, speech and
auto movement types of devices, e-readers, smartphones, various blue tooth devices, screen
readers, hearing amplifiers, and more. Hiring managers may also request special cubicle
configurations and other accommodations, especially if there is a medical order on file from the
new employee’s physician.
Once the employee is onboard, that same portal page is used by the employee to request
additional items and services. However, where budget approval is needed, these requests are
forwarded by the portal to the hiring manager for digital signature approval.
Administrative Aspects
Cost Considerations
One other concern expressed by hiring managers and upper management was that of costs
associated with implementing and maintaining ABC's certificate program online. Encouragement
DEVELOPMENT OF ABC ORIENTATION AND 90-DAY CERTIFICATION PROGRAM 10
of online open source software offerings, share ware, and freeware software, tools, and services
have resulted in drastically lowering the costs associated with joining the online development
bandwagon. Werry (2001) is a leader in lobbying around the idea of having an open source free
software consortium to openly access materials for classes and share ideas. He applauds the
concept of partnering for the purpose of advancing use of online portal style for a learning
environment. Open source software is becoming more common place today. ABC may benefit
from different software tools and save initial and ongoing operating expenses. Even the planning
for this program was mostly done using the GoogleDocs platform. GoogleDocs is a free “in the
cloud” type of application that has allowed the learning development team to create, edit, and
share documents.
ABC Policies
ABC’s policies are easily accessed by every employee as they are all located on the
organization’s portal. In fact, printed policies are not considered valid unless printed in a timely
manner as required for use by a court of law. Otherwise, the official policies are digitally stored
and located on the portal.
Levy noted that having policies from the beginning represents one of the keys to having a
high quality online learning course (Levy, 2003). Many of the policies are communicated during
the employee’s Orientation and 90-Day Certification Program. Employees agree to periodically
review and stay informed of changes to policies, particularly as relevant to their particular area or
responsibility. Critical and massively important changes are communicated at organizational
wide staff meetings. Most of these meetings are held online using ABC’s video conferencing
system. Communicating area-specific changes to policies fall under the responsibility of the
management teams in the specific areas impacted. The communication means at that level has
DEVELOPMENT OF ABC ORIENTATION AND 90-DAY CERTIFICATION PROGRAM 11
not been dictated specifically. However, emails, team meetings, and in some cases digital text
messages are common mediums used across the organization. Policies changes that are relevant
to examination and accreditation requirements sometimes require staff to sign either manually or
digitally acknowledging that they have read and agree to follow the policy in question.
Creating a legacy and sustainability
Having a legacy type of organization that lasts and serves the community is part of our
vision, and it is interwoven deeply in how we operate from day to day. It has become an attitude
and spirit that ABC hopes to continue handing down for generations to come. One of the
challenges with any company is the transfer of culture to new employees. Additionally, within
each organization there are certain procedures and policies -- ways of going about doing things.
These impact decision making and outcomes as well.
Levine (2009) makes some interesting observations about how historically story telling does
allow for handing down culture from one generation to the next. In today’s society, instead of
writing on a cave wall, these handed down stories are often in the form of expressive clips posted
to YouTube or various social media outlets such as Facebook or My Space. As we seek to
design the pieces of this new comer’s certificate program in which our new employees learn of
our organization’s history and culture, it would be good to think of including those who have
been employed here for many years. As we capture their stories and share them with those new
to the organization, our culture too can travel via such story telling pathways.
As new employees start in our organization, we do not want a bunch of warm bodies that
are simply going through the motions. We want them to catch the vision of where this
organization is heading. We want them to catch the mission, what we are here to do. We want
them to adopt our values and take them to heart. As Farcht (2010) reminds us, we want every
DEVELOPMENT OF ABC ORIENTATION AND 90-DAY CERTIFICATION PROGRAM 12
employee to embrace the organizational vision, mission, and values. Additionally, we invite
employees to create their own vision, mission, and values statement and seek way to live those
out in the workplace. This article speaks to the challenge of working with purpose and
identifying with that which is important such as the organization’s vision and mission. One key
note is that with employees onboard and committed to the direction of the organization and part
of that direction, then weathering storms that come up is possible. We certainly understand that
not every day is filled will rose petals. However, even in the days of challenges, employees can
participate and engage in work with an upbeat steadiness, determination, and enthusiasm in
performing their duties.
Beyond the walls
Is time and space a limiting factor? Vision wise, at least, one of the hiring managers bravely
asks if ABC has the potential to expand beyond serving just in the United States. Having a vision
for the future is a must for the success of this organization (Levy, 2003). Mobility,
transportability, flexibility across time zones have all led to development of various
technological improvements that reflect embracing the “anytime, anywhere” concept. Modern
laptops, smart phones, encrypted USB sticks, portable drives, iPods, iPhones, and various digital
recording apparatuses further propel communication online, thus ultimately lessening the earlier
bitterness associated with even the thought of offering learning and working online. Today,
ABC needs access to secure computers that connect to the Internet. Yes, this organization could
evolve to serve learning institutions scattered throughout the world. Though ABC
currently views its six regions of the United States as target markets, strategic teams within our
organization are brainstorming ways of branching out world-wide.
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Curriculum and Presentation Considerations
Why online teaching and learning?
At ABC, we want to create an atmosphere of continued learning. This is in recognition to
the fact that technology and modifications for services rendered do change. Our employees need
to have a heart for learning and adapt readily to address and keep up with the change. In doing
so, ABC benefits for the growth in intellectual capital and new solution sets to deliver to our
customers.
One barrier that the leadership at ABC has identified is that employees have various
responsibilities placed upon them, and attending on-ground and on campus classes every month
would not work. Many do travel as a result of their role in the organization. Others are in
positions that require them not to leave their desk or environment in order to obtain new learning
opportunities. Thus, creatively, ABC management tasked the learning and development team to
explore means for bringing learning to our employees and doing so in a manner that is most
flexible. Out of that discovery process came recommendations for developing a program that
gets employees off to a strong and positive start by cultivating a desire to learn and making that a
part of ABC’s culture. ABC101, the orientation class for ABC, is the first impression of our
organization to these new employees, and it is also their first chance to get a taste of learning
online via ABC’s portal.
Frankola (2001) addresses why corporate orientations often have low completion rates, even
if the online programs are mandatory. She reports that corporate e-learners said their top reason
for dropping a course was lack of time. Many had also trouble completing courses from their
desktops because of frequent distractions from co-workers, and some said they could only access
the courses through the company's intranet, so they couldn't finish their assignments from home.
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Frankola suggest strategies to ensure a high course completion rate and advise an institution to
develop a culture that takes online learning just as seriously as classroom training, do individual
comparisons, and/or hold managers accountable for the success of their employees. Other
strategies include using managers as role models, creating a social dimension to e-learning,
making expectations clear up front, providing formal rewards, tracking performance, holding a
team competition, and launching a communications campaign.
Curriculum Design
Even though the article, “Preparing for Distance Learning: Designing an Online Student
Orientation Course” (Bozarth, Chapman, & LaMonica, 2004) focuses on a student orientation
course, it provides some useful advice for an online business tutorial. The authors found that
there is a need for online learners to understand the time commitment required of an online
course and possess or develop strong time management skills. Their research also found
surprising differences between instructors of online courses and their students of what an
orientation to online learning should include. The paper concludes by recommending specific
design, development, and implementation practices for creating an online orientation.
ABC’s learning and development group took these thoughts into consideration and
developed each course’s offerings based on a template which led the group to carefully consider
the course descriptions, learning objectives, teaching methods and strategies, competency
attainment level, and learning outcome. The learning activities also took into consideration the
dynamics of learning in an online environment in which employees are not physically located in
the same place or time zone. It also took into consideration the need to bring employees current
with Net 2.0 technology tools that ABC embraces as a means for communicating key strategies
and also staying in touch with our customers.
DEVELOPMENT OF ABC ORIENTATION AND 90-DAY CERTIFICATION PROGRAM 15
Frank White (1999) urged a paradigm shift from a one-size-fit-all traditional educational
system. He encouraged the critics and inspectors of online learning to evaluate the strengths and
assess the benefits to society. On the horizon of White’s challenge came innovative learning
designers such as Robert H. Lytle (1999) who insightfully challenged educators to objectively
integrate learning systems to encompass the needs of corporations and real world situations.
Bringing flexibility, choices, and ABC's culture to new employees individually via online
learning benefits them individually and ABC as a whole. ABC, like White and Lytle, leverages
the strengths of online technology, delivering learning carefully designed to meet real needs,
while being mindful of expectations expressed by key stakeholders. The key stakeholders are
the hiring managers, the new employees, our security officer, and the Human Resources
Department.
Curriculum selection and continuous improvement cycle
ABC’s new employee Orientation and 90-Day Certification Program is offered completely
online. However, the design has flexibility woven into it. For example, there are materials that
can easily be exported to PDF and stored on a laptop, e-reader, smart phone, or even printed out.
ABC’s learning development group took into consideration that employees learn in unique ways
in the overall design of courses. Additionally, technology changes rapidly and ABC as an
organization continues evolving and transforming as well. Therefore, the program is evaluated
after each cycle and each group of employees, and is assessed for relevancy, accuracy, and
practical acceptance from the ABC employees. Changes are made often in a “just in time”
fashion to capture the most current material possible for new hires. Periodic review of
curriculum is best practice at ABC and in the industry as well.
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The curriculum designed for ABC makes use of a variety of different content building