The Joy of Learning Transformation29th January 2013Keith StopforthSarah Bell

www.brightwave.co.uk

1. Why is learning transforming?

2. Where is it heading?

3. Some key examples…

a. How learning technologies can support you

b. Impact

c. Top tips

4. Discussion…

Agenda

Why is learning transforming?cipd survey 2011: The private sector in particular

anticipates closer integration of learning &

development activity with business strategy

• Aligning content & delivery to business objectives

• Delivering a value and an impact that is measured

• Delivering a service that we can direct and achieve a flex

• Using resources and people in the right place at the right

time

• Controlling and directing external spend intelligently

Why is learning transforming?

The landscape of change

Transformation engagement?

How can learning technologies support transformation?

Savings

Technology

Delivery

OrganisationalStructure

Learning Content

Capabilities

Where is it heading?• More centralised services

• More campaigns and communication

• More use of systems and technology

• Better sharing of best practice

• Intelligent centralised spending

• Less formal learning

• Focus on supporting business transformation

1. Why is learning transforming?

2. Where is it heading?

3. Some key examples…

a. How learning technologies can support you

b. Impact

c. Top tips

4. Discussion…

Agenda

Reconnecting with customers:

A need to innovate, differentiate and reconnect with customers led Bupa Health & Wellbeing to embark on a major transformation programme

Bupa Health & Wellbeing

Why change?• We had 87 legacy computer systems

• Customer experience was affected

• Colleagues struggled to work across all

environments

So time to replace them with a new, single

system, and with that, new ways of working.

The transformation journey

Resulting in…?

Impact on employee engagement

Bupa achieved:• A 25% reduction in employee

attrition and a 12% reduction in sickness

• A 6% uplift in employee pride

• A 7% increase in the related score of “Senior leaders communicate Bupa Health & Wellbeing’s direction, how Bupa Health & Wellbeing will get there and what challenges face us”

• A flexible, up-skilled workforce is now able to successfully service new products, directly meet the needs of clients and compete more effectively in the healthcare marketplace

Impact on customersA 2011 customer service benchmarking exercise showed: • An overall increase in patient

satisfaction across all aspects of care services (e.g. +11% inpatient / +10% outpatient

• Overall satisfaction rising by 16%, positioning Bupa at 9% higher than its nearest competitor

• An 11% increase in customer loyalty, taking Bupa way ahead of its competition

• The survey said: “Bupa’s customers are more emotionally connected”

Furthermore, Bupa achieved 3rd place in January 2011’s UK Customer Satisfaction Index, close on the heels of brands like John Lewis (UKCSI).

Resulting in…?"Learning technology has been a significant enabler in

our business whether we see it in employee

engagement, changing behaviour in the organisation,

delivering new systems, enhancing our product base,

enabling us to get closer to our customers, all of those

have been impacted by e-learning and learning

technologies. It's been a really powerful attribute for

us.“

Craig McCoy, Bupa HR Director

Top tips1. Is your audience ready? Understand their learning

technology journey

2. Keep telling the learning technology story at all levels

3. Align technology use to business need. i.e pace/volume of delivery/flexibility/cost

4. Where the customer experience is critical test, test & re-test!

5. Get stakeholders to be early adopters

6. Let the experts be the experts

7. Set your evaluation & ROI criteria at business case stage

8. Bring Fun, Autonomy, Choice and Flexibility to learning

Achieving vision:

During 2011, LBG set out its new strategy to achieve its vision of becoming the best bank for customers.

Lloyds Banking Group

DEFINING THE LEARNING TECHNOLOGY LANDSCAPE

Instructor Led

E-Learning

External ContentMobile learning

Virtual Classrooms

Peer to Peer learningWikis, Blogs, Forums

Find an expert

Access to a high quality learning

curriculum through the Academies

Reproduced with permission from Lloyds Banking Group, 2013

2012 PROGRESSMEASURING & DEMONSTRATING SUCCESS

450 people involved in learning inc. over 500 250 training deliverers

Delivery of c.6.9 days training per colleague

2,000 courses in the catalogue

35 learning suppliers, KnowledgePool as SLP

Over 50% e-Learning

One common structure for curricula & aligning learning to roles

One Group-wide capability framework

One single learning demand plan

Reduction of over 20% in 2013

Reproduced with permission from Lloyds Banking Group, 2013

1. Why is learning transforming?

2. Where is it heading?

3. Some key examples…

a. How learning technologies can support you

b. Impact

c. Top tips

4. Discussion…

Agenda

Thoughts?www.brightwave.co.uk

Key learning transformations

Measuring impact

Employee retention – IBM studies have linked learning with

employee retention – 79% of IBM employees say they will

stay with the company for at least three years as a direct

result of the development opportunities

Value - Restructure of Civil Service Learning has saved £90M

by centralising services, eradicating duplications and

working with a skills framework

Measuring impact

£9.4msavingsReleasing funds for front-line services

25%Accelerationin speed to competence of new staff

Questions & Answers

Sarah.bell@brightwave.co.uk

@brighttweet +44 (0) 1273 827 676

Download www.brightwave.co.uk/practical-guides/how-learning-can-support-business-transformation

Practical guide: How learning can support

business transformation