When learning tunes change,are L&D professionals ready?

When ‘learning’ tunes

are changing……

Are L&D Professionals

ready to tango?

A presentation on the influence of

e-commerce on L&D Professionals and

the Nigerian Learning Landscape.

Brief background

Nigeria is the most populous black nation in the world and represents a

middle income, mixed economy and emerging market with the largest

economy in Africa and currently ranked the 26th largest in the world.

Additionally, Nigeria is a growing market with deep mobile penetration

and fast growing access to the internet.

Lagos, the economic hub of Nigeria, is the largest city in Africa with a

population of over 21million people. Given this, several businesses are

headquartered in Lagos due to the vast economic opportunities it offers.

In 2012, the country witnessed the rise of investments in the electronic

commerce space. Since then, the e-commerce sector continues to gain

attraction, thriving on a growing population and emerging economy.

The e-commerce sector in the last few years has attracted Foreign Direct

Investment of about 200Million USD and poised to be worth about

10billion USD in the next few years.

Major Online Retailing Platforms in Nigeria

Jumia: Arguably Africa’s biggest online retailer, with outlets

across Africa. Backed by foreign investment worth over $60

million , Jumia has risen rapidly to commercial prominence in

Nigeria, dealing in almost any sorts of product.

Konga: Regarded as Nigeria’s largest online selling mall,

was borne out of the desire to change the e-commerce

landscape with speed and precision of service delivery.

Konga currently enjoys rapid growth in customer

patronage.

Dealdey: Launched in March 2011, Dealdey, just as the

name suggests, offers fantastic deals on great

experiences. Its vision is driven by the desire to create a

mutually beneficial environment for customers who want

to save money by seeking fantastic bargains.

Major Online Retailing Platforms in Nigeria

Wakanow: Nigeria’s leading online travel agency. Was

launched to narrow the gap and inefficiencies in Nigeria’s

online travel space. It offers an all inclusive and robust

package for its travelling customers.

OLX: Olx.com doesn’t follow the conventional online

stores, instead it offers the required information and the

environment for both buyers and sellers to interact and

transact.

Kaymu: Usually described as Nigeria’s eBay. It represents

an online marketplace that provides the platform where

independent retailers can sell or advertise any item using a

fixed price or auction bid process.

What are the motivating forces?

Wants to provide every customer and prospective customer alike, with an all-round satisfying retail

experience.

Wants to be the engine of commerce & trade in Africa.

Wants to keep both customers and merchants happy and coming back every day, by providing them access

to great deals.

Seeks to provide its local customers with everything they need to research, plan and purchase a trip globally.

Wants anyone that wants to buy or sell anything fast and easily, think OLX.

Wants to bring e-commerce into the lives of Africans and empower local entrepreneurs by helping them take their

business online.

What are the motivating forces?

Being challenged in life is inevitable,

being defeated is optional….. Roger Crawford.

But there are

operating CHALLENGES

….these challenges are synonymous with navigating

uncharted waters…..

Typically, the customer influences the strategy,

expansion efforts, logistics, network, pricing and

choice of employees.

But similar to emerging business sectors, there are

numerous operating challenges that currently

face the e-commerce sector in Nigeria and they

include but not limited to:

Dearth of the ‘right’ talents : The problem of on-boarding the right

persons that can successfully navigate the uncharted business terrain.

Poor Infrastructure and accompanying huge cost of transportation

Huge burden of logistics coupled with basic retail operations.

General lack of trust by customers in the system.

But, to successfully sail uncharted waters, there is so much

to learn and learn from...

• On-boarding and developing

talents that can ‘execute’ in a

challenging ecosystem.

• Other Learning

implications/priorities for the

workforce include the following:

• Developing business acumen

and ownership

• Problem solving skills

• Innovation

• Communication Skills &

Emotional Intelligence

• Building a High Performing

Team

Corporate Learning Needs De Challenges

Dearth of Right Talents

Poor Infrastructure

Huge Cost of Transportation

Burden of logistics (due to)

General Lack of Trust

• The need to build a highly

innovative/resourceful workforce

that can propose innovative

business solutions.

• Building a resilient workforce that is

capable of delivering superior

value in a seemingly difficult

operating terrain.

• Developing a workforce that

delivers exceptional customer

service that wins the customers’

trust.

The need to build a structured

learning program that will embed

the desired competencies.

Corporate Learning Needs

Corporate Philosophy

De Challenges

Dearth of Right Talents

Poor Infrastructure

Huge Cost of Transportation

Burden of logistics (due to)

General Lack of Trust

But, to successfully sail uncharted waters, there is so much

to learn and learn from...

• The need to develop top-rate

individuals who have thoroughly

internalized their employer’s

operating philosophy and business

strategy.

• Employees must have uniform

understanding and interpretation

of the business performance

measures and return on

investment.

Corporate Learning Needs De Challenges

Increasing stiff competition

(from various investors) for

similar customers within the e-

commerce space in Nigeria.

Winning the competition also has learning implications …..

The key to success is

often the ability to adapt……. Anthony Bradt.

Asides from operating

challenges, the

e-commerce sector has

Critical Success Factors .

All Employees must have a sound

and robust product knowledge that

will enable them answer correctly

when asked “What unique

service/product are we offering our

customers?” among other questions.

Corporate Learning Needs

E-commerce firms must

be able to provide value

to customers – by offering

a product or product line

that attracts potential

customers at a

competitive price.

In order to do what requires to be done so well, learning must

occur.

Excellence in Customer Service

Delivery is crucial. The need to

develop a first rate customer

service oriented culture and

learning program that extends

beyond the classroom walls.

Personalized Customer Service

Delivery .The need to understand

the customer’s buying patterns,

personality styles and applying

knowledge of these in delivering

exceptional customer service.

The need for employees to

understand the key drivers of

gaining customer’s trust

encompassing credibility and

competence

Corporate Learning Needs E- Commerce firms should:

Provide service and

accompanying

performance.

Provide personal

attention to customers –

through personalized

suggestions/offers.

Provide reliability and

security

Own the customers’ total

experience

In order to do what requires to be done so well, learning must

occur.

Innovation & Ownership/Critical

Impression Points. The need for organization to encourage open communication and learning culture that fosters innovation and ownership.

Sales & Marketing (Telesales/marketing), Negotiation. The need for employees to appreciate and understand the key sales drivers and how to deploy them effectively.

Customers always want to interact and employees must be empowered to deliver this irrespective of self-service options available.

Corporate Learning Needs

They should also:

Provide an attractive site

Provide an incentive to buy

and sell – through sales

promotion.

Let customers helps

themselves (Self Service)

In order to do what requires to be done so well, learning must

occur.

Value + Chain + Analysis

Analyzing the business value chain thoroughly, also helps in unlocking

corporate learning implications for every

stage of the value creation process.

Typically, the business value chain is segmented into the primary, support and

collaborative activities. This is in line with

Michael Porter’s robust value chain

analysis.

An Understanding of

the Value Chain is

Vital

How analysis of the Value Chain drives Learning

Primary Activities Corporate Learning Need

Logistics – Inbound & Outbound Supply Chain & Logistics Training

Retail Operations

Operational Excellence, Problem

Solving, E-Commerce Value Chain, Cost

Management,

Marketing and Sales Sales & Marketing, Closing the deal etc.

Services: (Legal, Advertising

etc.) **Function specific trainings.

Collaborative Activities Corporate Learning Need

Collaborative Engineering

Centre

Creative Thinking, Problem Solving,

Communication, Systems thinking

Community Learning Services

Adult Learning, Strong business acumen

skills, Communication and Listening

Skills.

Support Activities Corporate Learning Need

Firm Infrastructure Knowledge of business operating model

and value chain.

Human Resource Management

Specialized/targeted HRM training

programs to deliver the HR and business

goals.

Technology Development

Specialized/targeted Technology related

trainings to improve user/customer

experience.

Procurement

Vendor Management, Negotiation Skills

etc. Objective is to improve efficiency in

this regard.

Customer Relations Conflict Resolution, Communication Skills,

Customer Service.

How analysis of the Value Chain drives Learning

Putting them all

together:

Creating a

Meaningful

‘Learning’

Framework

z

The building Process of a ‘Learning’ Framework

Skills

Knowledge

Ability

Skills

Knowledge

“With the end goal in mind, the L&D

Professional will build a learning

framework that attempts to establish

meaningful relationships among

identified competencies.”

The building process

Corporate Philosophy

What competencies will form the foundation?

What desired competencies will typify the core/middle of the pack?

What are the expectations from experienced and senior staff? 1

2

3

Mass

Specialization/

Experience

Determining your method of delivery?

Corporate Philosophy

Gain Awareness &

Influence Opinions

Transfer Knowledge

from one or more

employee to

another.

Build Skills in

employee

Transfer skill from

one party to

another

Storytelling, Analogies, Self-Assessment, Hook Videos,

Games , Simulation.

Lectures, Group Assignment/Tasks, Group Discussion

Case Studies, various exercises designed to build

skills, e-commerce labs

Action Planning tools, personal development plans

What doesn’t

get measured

doesn’t get

done well……

Guide to evaluating ‘learning’ impact

Corporate Philosophy

Learning gives Creativity,

Creativity leads to Thinking,

Thinking provides Knowledge

Knowledge gives the

Competitive Advantage.

How creative is your

workforce and

organization?

Is your organization a

thinking organization? How do you generate

and manage insights and

knowledge that is

created?

Does your organization enjoy any advantage

from its learning efforts.

Capturing Insights & Knowledge Created

L&D professionals need to champion the creation and adoption of KM

systems that will help employees access the required information

(wherever they reside) in the right format at the right time and in the

right way……

People

Technology Processes

The KM Synergy.

For Comments & Suggestions

Olufunso Steve Olofinlade GPHR, ODCP

Learning, OD and Change Management Professional

Email: [email protected]