property of UnitedHealthcare. Do not distribute or reproduce without the express permission of UnitedHealthcare. UnitedHealthcare Training & Development Performance . . . Results . . . Pre- eminence Third Quarter 2006 Review Training & Development Mission: To impact business results through performance-focused training solutions and services.
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UnitedHealthcare Training & Development Performance . . . Results . . . Pre-eminence
UnitedHealthcare Training & Development Performance . . . Results . . . Pre-eminence. Third Quarter 2006 Review. Training & Development Mission: To impact business results through performance-focused training solutions and services. Agenda. 2. 1. Function Overview. - PowerPoint PPT Presentation
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Confidential property of UnitedHealthcare. Do not distribute or reproduce without the express permission of UnitedHealthcare.
Third Quarter 2006 ReviewTraining & Development Mission:
To impact business results through performance-focused training solutions and services.
Confidential property of UnitedHealthcare. Do not distribute or reproduce without the express permission of UnitedHealthcare.
Agenda
2. Review strategic alignment
4. Discuss 2006 initiatives
5. Highlight training statistics
6. Review satisfaction results
3. Identify challenges
7. Showcase recent projects
8. Review efforts to stay on cutting edge
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1. Function Overview
9. Appendix
Confidential property of UnitedHealthcare. Do not distribute or reproduce without the express permission of UnitedHealthcare.
Training & DevelopmentFunction Overview
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Business Process and Systems Skills
• Business impact through performance-focused training solutions and services
• Job-specific skills and knowledge for current position
• Business processes that meet a performance need
• Systems training that meets a performance need
Developing Excellence
• Top Talent Development• PLDP…MDP…Assimilation & Coaching
• Leading for Excellence• Grade 29+
• Managing for Excellence• Managers of staff
• Professional Excellence• All employees
• Strategic Excellence• Customized solutions for leaders/ managers and their teams
Confidential property of UnitedHealthcare. Do not distribute or reproduce without the express permission of UnitedHealthcare.
Driving to UHC Pre-eminenceQ3 2006
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Solve the Affordability Problem
• Ambulatory Payment Classification – Network Administration – Jennifer Sawyer• diCarta v6/Emptoris – Network Technology – Steve Mueller• Contract Template Curriculum – Network Management – Barbara Stenger• Contractor Onboarding – Network Administration – Mark Allen• Inpatient Care Advocacy Curriculum – Inpatient Care Advocacy--Tony Kazlauskas• Hospital Certification – Network Administration – Mark Allen• New Contractor Onboarding curriculum – Network Administration – Mark Allen• PCSU Curriculum – Network Operations – Beth Calvin• Reimbursement Analysis – Network Administration – Jennifer Sawyer• Reimbursement Policy – Network Administration – Mark Allen• Senior Network Account Mgr Certification – Network Administration – Mark Allen• Unit Cost Reporting Template – Information Systems -- Charlie Jacoby• U-ROC – Network Management – Rosalie Puleo
Focus on the Consumer • Service Excellence – Golden Rule – Liz Greenamoyer
Capture New Markets • 2007 Certificate of Coverage – Product – Barry Dehlin• Automated Underwriting Project – Underwriting – Tammy Casey• Health Plan Installation Rep New-hire Curriculum – Ent Client Svc – Susan Wynn• Sales Incentive Forgivable Draw – Human Capital – Dan Cole
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Driving to UHC Pre-eminenceQ3 2006
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Build and Serve Distribution
• Account Manager New-hire Training – Service Account Managers – Jim Cronin• United Advantage: Elements of Health Insurance – Accounts – Kate Moher• United Advantage: Network Management – Key Accounts – Kate Moher
Drive a Culture of 6 Quality
• EIS Curriculum – Finance – Richard Rosenberg• Operational Excellence (various) – Business Process Quality Management
(BPQM) – Vince Sanchez
Execute with the Right People
• Leading for Excellence (4 courses) – Human Capital – Diane Haugen• Learning Map: Integrations and Migrations – Scott Burghoff• Managing for Excellence (17 courses) – Human Capital – Diane Haugen• Managing for Excellence – Key Accounts Field Management – Tammy Tucker• Managing for Excellence – Mid Atlantic – Regional Business Unit – Kevin Ruth• Managing for Excellence – PRIME Ops – Reed Bjergo• Open Forum – Dave Wichmann• Open Enrollment – UHG Human Capital – Bob Dapper• Professional Excellence (14 courses) – Human Capital – Diane Haugen• Recruiting for Excellence – Recruitment Services – Heather Cooper• Strategic Excellence – Golden Rule – Jim Becker• Strategic Excellence – Heartland States – Regional Business Unit – Bill Tracy• Strategic Excellence – Northeast Region – Regional Business Unit – Mike Turpin• Strategic Excellence – Pacific Region – Regional Business Unit – Steve Schmidt• Strategic Excellence – Public Sector – Tom Dameron• Strategic Excellence – Underwriting – Tom Choate• UnitedHealthcare Overview – Acquisitions – Scott Burghoff
Confidential property of UnitedHealthcare. Do not distribute or reproduce without the express permission of UnitedHealthcare.
• Customized and delivered curricula for functional teams
• Evaluated on-the-job application: Leading Change, Leader’s Role in Retention and First-Time Manager 85% of respondents indicated that their performance improved as a
direct result of training.
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Developing Excellence Statistics Q3 2006
Confidential property of UnitedHealthcare. Do not distribute or reproduce without the express permission of UnitedHealthcare.
• Webcasts: Corrective Action, Crucial Conversations, DiSC, Execution, First-Time Manager, Leadership Pipeline, Leader’s Role in Retention, Leading Change and Managing Inclusion 450 participants 4.13/5.0 YTD overall satisfaction (Target: 4.2/5.0)
• Online courses: Compensation, Corrective Action, DiSC, Evaluating Performance, Financial Foundations, First-Time Manager, Leading Change, Leader’s Role in Retention and Leader’s Views and News: Ken Burdick 373 participants 4.10/5.0 YTD overall satisfaction (Target: 4.0/5.0)
Harassment Prevention for Employees 1,597 1,597 88%
Harassment Prevention for Managers 826 826 97%
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Overall Satisfaction 2006 YTD Goal YTD
Classroom 4.4out of 5.0
4.5out of 5.0
Webcast 4.3out of 5.0
4.2out of 5.0
Online 4.1out of 5.0
4.0out of 5.0
T&D Participant Satisfaction YTD 2006Business Process & Developing Excellence
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Supporting the EnterpriseYTD 2006
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• Human Capital Assimilation—Develop the approach and program for comprehensive onboarding and orientation training Phase II—Completed July 2006
• 2006 Open Enrollment—Develop the approach and program for educating employees on benefit selection and use Commercial—Completed September 2006. Deployed by Sponsor October 2006 What’s New—Completed October 2006 Employee Online Meetings—Completed October 2006 Medical Benefit Plan Training Updates—Completed October 2006
• 2007 Open Enrollment—Enhance existing online deliverables and/or create new training deliverables to support employees on benefit selection and use Scope slated for delivery by November 2007
Slated for delivery by March 2007• Compensation Practices—Build knowledge of compensation philosophy, practices, and
Completed April 2006 Updated "Understanding Compensation Practices" online course—Completed March 2006
• New Leader Assimilation Website—Develop an approach for onboarding and orienting new leaders in UnitedHealth Group Consultation/Definition of Web Site Requirements—Completed June 2006
Confidential property of UnitedHealthcare. Do not distribute or reproduce without the express permission of UnitedHealthcare.
Project Showcase 1 Developing Excellence Website
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Confidential property of UnitedHealthcare. Do not distribute or reproduce without the express permission of UnitedHealthcare.
Project Showcase 2 ASTD Training Certificate
• Purpose:
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Develop Best-in-Class Training Delivery Obtain Training Certification for all T&D Trainers Demonstrate strongest commitment to the Training Delivery
Centers of Excellence area of expertise Focus on continuous development and learning Address continuous process and practice improvement
Confidential property of UnitedHealthcare. Do not distribute or reproduce without the express permission of UnitedHealthcare.
Project Showcase 2ASTD Training Certificate
• Pay-off: Certified 100% of T&D staff Evaluated on current training style Developed strategies for adopting style best practices Implementing new training tips and techniques
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Confidential property of UnitedHealthcare. Do not distribute or reproduce without the express permission of UnitedHealthcare.
Project Showcase 3Graphic Design Mentoring Program
• Program Background/Goal: Increase the number of T&D eLearning Developers (from 60% to
100%) with graphic design capabilities Enhance the coaching and mentoring skills of the senior-level
graphic designers to become strong as creative directors for complex eLearning projects
• Expected Outcomes: A balanced and leveraged workload across the team because all
staff will be able to contribute to projects that require graphic design skills
A comprehensive graphic design program that includes the following:• Assessment and evaluation of baseline skills• Customized curriculum of core requirements• Customized training strategy based on development needs• Demonstration of acquired competencies through certification and completed
assignments’ evaluation• Continuous evaluation of trainee skill development • Continuous evaluation of mentor skill development
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Page 1 of 4
Assignment Objective: To evaluate the level of a participant's graphic design knowledge and skills by assigning them a hypothetical (typical) T&D project. The evaluation of the final deliverable will provide a baseline for the mentor to create a customized training plan that will enhance the participant's skills in graphic design. Sponsors: Maureen, Joe, Mary, Suz and Naresh - UnitedHealthcare Compliance Sponsor Request: Create a new online course for new hires in all of the Health Plan/Field offices. All new hires are required to complete a compliance course that describes the Internal Risk Management Program. Currently, this course is being trained via instructor-led webcast and we would like to move all the content online. In addition, the content will have significant changes to it because there will be a new program implemented in the next few months. We anticipate a total of 300-350 new hires per year that will be required to take this course. Purpose of the Course: As required by a variety of state statutes, (i.e. Arizona, California, etc), the course will need to provide employees with the knowledge to take a proactive approach in identifying areas of actual or potential risk and prevent injuries and damages, both physically and financially to both members and the organization. Required Design Deliverables:
1. Branding / logo 2. Develop a look and feel/branding and layout of the course. 3. Intro page design 4. Main module page design 5. Sub page design
• Trainees complete first graphic design assignment to assess their baseline skills.
Project Showcase 3Graphic Design Mentoring Program
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Confidential property of UnitedHealthcare. Do not distribute or reproduce without the express permission of UnitedHealthcare.
Project Showcase 3Graphic Design Mentoring Program
• Trainees present their first graphic design layout to mentors and manager.
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Confidential property of UnitedHealthcare. Do not distribute or reproduce without the express permission of UnitedHealthcare.
Project Showcase 3 Graphic Design Mentoring Program
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Confidential property of UnitedHealthcare. Do not distribute or reproduce without the express permission of UnitedHealthcare.
• Mentors evaluate assignment
• Formal evaluation includes:
Score/strengths/ suggestions
Next assignment Next training course
Mentors certify trainees in course content
Trainee Evaluation Form
Project Name: Amberlee’s Risk Management Project Date: Assignment - 9/22/06 Review - 9/27/06 Designer’s Name: Amberlee Rossi Mentor’s Name: Suz Stiyer Score: 1 to 5 1 – Need Development
2 – Slightly Below Average 3 – Meets Average 4 – Above Average 5 – WOW – You are a SuperStar!!
Score Strengths Suggestions
Visual Appearance
3.5
You really thought about your client and the project and portrayed a theme throughout. Over all it was very appealing, clean, good looking and nicely laid out. All the image colors worked w/the interface colors.
Could have used more health related images instead of such sports risk images. On the sub page would not use the drop shadow and maybe add a some lines to increase the flow of the images.(will explain)
Layout 2.5
Good layout and great use of space. Good composition and using the element of thirds in your layout.
Have to always think about the size of the window you are creating for because it is difficult to fix your designs. The layout from the sub page to the Mod pages are quite different and the audio script might have some issues the way it’s built.(will explain)
Fonts 2.5
We like the blue, but the brown on the brown gradient maybe gets a little lost. Maybe it would be better to stick with a black or
Most times you don’t want to mix serif & san-serif fonts together. Always remember when you show a client mocks you want it to look like it would
Project Showcase 3Graphic Design Mentoring Program
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Confidential property of UnitedHealthcare. Do not distribute or reproduce without the express permission of UnitedHealthcare.
Mentor Evaluation Form Date: Mentor’s Name: Trainee’s Name: 1 Needs development Score 1 to 5 2 Slightly below expectations 3 Meets expectations 4 Often above expectations 5 Exceptional!
Category
Score Strengths Suggestions
1. My mentor collaborates with me and obtains input from the other designers to develop my training plan.
2. My mentor completes the courses along with me in order to facilitate our discussions and answer my questions about the specific course content.
3. My mentor meets with me on a consistent and regular basis to review progress and next steps (2-3 times a month at the least)
4. My mentor provides clear and concise directions and expectations for assignments and projects
Project Showcase 3Graphic Design Mentoring Program
• Trainees provide feedback to manager about their mentor’s coaching skills.
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Confidential property of UnitedHealthcare. Do not distribute or reproduce without the express permission of UnitedHealthcare.
11/06 thru 2/07 Complete certification in simple graphic design tasks
3/07 thru 6/07 Complete certification in medium-level graphic design tasks
7/07 thru 10/07 Complete certification in complex-level graphic design tasks
10/31/07 100% of development staff is fully capable of supporting T&D projects that require all levels of graphic design skills
and
Senior Graphic Designers have enhanced their coaching and mentoring skills to become more effective as creative
directors for complex eLearning projects (including audio, video, photography)
Project Showcase 3Graphic Design Mentoring Program
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Confidential property of UnitedHealthcare. Do not distribute or reproduce without the express permission of UnitedHealthcare.
Continuous Technological and Process Improvement Q3 2006
• Graphic Design Mentoring Program to enhance graphic design skills
• Internal training session on Captivate software for interactive simulations
• Increased functionality in the Project Management Automation application: user tools, Learning Map selection and communication resource
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Confidential property of UnitedHealthcare. Do not distribute or reproduce without the express permission of UnitedHealthcare.
• Enhanced ID Studio: page navigation and script to support Flash Player 9.0
• Developed reusable bookmarking code for course development of online courses using ID Studio
• Internal voice talents completed audio coaching by an external voice coach
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Continuous Technological and Process Improvement Q3 2006
Confidential property of UnitedHealthcare. Do not distribute or reproduce without the express permission of UnitedHealthcare.
Staff DevelopmentQuarter 3 2006
Name Training Benefits
ID Team • Adobe Captivate 2 Webcast • E&I @ Work Lesson 7 – Information Security
• Use interactivity to support T&D online projects • Maintain the security of corporate information
assets and information technology systems
Training Team • ASTD Training Certificate • Achieve professional certification for entire training staff and incorporate new techniques, tips, and activities into industry best practices for delivery
Maureen Anderson
• IMS Session—The Art of Listening, the Power of Speaking: Sharpening Your Communication Edge
• Enhance leadership and communication skills
Darlene Betts • LearnWell Administrative Training • Create and maintain online courses in LearnWell to support the Operational Excellence customer
Linda Bigley • Presentation Skills Train-the-Trainer• PRIME Train-the-Trainer
• CDX Train-the-Trainer
• Acquire certification to deliver Presentation Skills training
• Enhance knowledge of PRIME system to support training initiatives
• Enhance knowledge of CDX system to support training initiatives
Deb Bordsen • New Employee Orientation Webcast • Conduct needs analysis and preparation of recommendations document for online course development
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• Establish an overall foundation for employment with UnitedHealthcare
• Achieve professional certification in e-Learning instructional design to support online learning strategies
Melissa Egenes
• Leader Views and News: Ken Burdick
• UHC’s Master Series: Leadership that Drives Performance
• Acquire best practices of great leaders during challenging times
• Drive performance and lead people for results
Kathy Enderle • Emptoris: Overview • Gain understanding of Emptoris system to support training initiatives
Grant Fritz • Six Sigma Black Belt Training
• Audio Coaching
• Gain in-depth knowledge of the Operational Excellence approach and Six Sigma Methodology to prepare Black Belt facilitator notes
• Strengthen internal audio recording capability to provide professional audio for online courses
Marcia Hagmayer
• Audio Coaching • Strengthen internal audio recording capability to provide professional audio for online courses
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Confidential property of UnitedHealthcare. Do not distribute or reproduce without the express permission of UnitedHealthcare.
Staff DevelopmentQuarter 3 2006
Name Training Benefits
Erin Harrington-Weller
• New Manager Orientation (4 courses)
• UnitedHealthcare’s Leading Change Online Training
• Legal and Compliance Interviewing
• UnitedHealthcare’s Master Series Leadership that Drives Performance w/ Chuck Bolton
• UnitedHealthcare’s Leader Views & News with Ken Burdick
• Menttium Program – Completed recorded webcast, self assessment, online profile and developmental goals. Participated in an interview with Menttium staff to be “matched” with a mentor.
• Uitlize UnitedHealthcare’s hiring & compensation and employee relation best practices and the HR Direct tools available as a manager to lead the project management team
• Guide employees through the change process
• Avoid legal pitfalls when interviewing job candidates
• Refine leadership to drive team performance
• Acquire best practices of great leaders during challenging times
• Learn about the Menttium program and assess goals to work on with my Mentor over the upcoming year
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Confidential property of UnitedHealthcare. Do not distribute or reproduce without the express permission of UnitedHealthcare.
Staff DevelopmentQuarter 3 2006
Name Training Benefits
Linda Howard • New Hire Training – 12 Courses
• SG&A Financial Scorecard Inquiry & Executive Information System Financial Scorecord Inquiry & Analysis (ILT)