Integrating Catamount Community Service-Learning Projects ...
Integrating Learning and Business Work Flow
description
Transcript of Integrating Learning and Business Work Flow
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Session 7.5Presented by Peter Barrett and Gray FowlerBusiness Performance Technology
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Classic e-Learning follows course-lesson-topic-quiz format
Materials are generally created by subject matter experts from notes, PowerPoints, classroom materials or Word docs
Delivered outside the context of daily work Creating specialized courses for each use
and user can be Cost prohibitive Time consuming
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Lose interest – don’t complete course Too much material for available time Not specific enough to job at hand Not available or easy to get to at time
of need
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Use the same core business data for business, learning, knowledge sharing
Assess business process and integrate learning and knowledge at the point of need
Package the information to meet the need of the moment Help solve business problems as they occur
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Better alignment with business process Closer to the point of need More focused Faster delivery More accurate, consistent Real-time on demand
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Accessed on demand while working Small bits of information related to process
can be pushed/pulled to the user Relative learning/knowledge nuggets
delivered to point of application process at time of need With links back to more structured learning if
required Informal information exchange (web 2.0) can
be encouraged during work and the developmental process
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Foundation data can be pulled from multiple sources into a database Some commonality in need among various
audiences Some commonality in data among various
business processes How the data is used or in what format
will be different for each type of user
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Examples Product training – starts with data about a
product Database, images, manuals, procedures
Compliance – background, business case, policy, procedure
Sales training – sales philosophy, procedures, references, collateral
Business skills – policy and procedure, work flow, proprietary methods
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Traditionally addressed by creating separate learning, separate policy materials, separate business rules
eLearning CourseeLearning Course
Sales Department
RetailKioskRetailKiosk
Retail Stores
Sales Reps Consumers
What Info Is
Common?
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Data
Edited for particular
use by SME/ID
Method of Delivery
User
App
licat
ion
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Data
Data AccessedIn Real Time
Document
Retail Kiosk
WebsiteReference
E-LearningCourse
Output Formats:
IPod Format
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Determine common sets of data that have core value to many users
Develop standard methods for creating data Word formats, database, etc.
Organize data for distribution to diverse audiences
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Maintain consistency between business program and learning
Provide more efficient e-Learning development
“connects” e-Learning to business
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New product information has basic components: Description Positioning Competitive Pricing Availability Innovations introduced Etc.
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The same data (in differing formats) that all employees need to understand, market, sell and support the product
This can be in the form of a database, Word documents, correspondence, etc.
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Leverage what already exists Think of ways to use this data for learning Follow a core data structure that can be
reused for other purposes E-Learning Job aid Policy or procedural instruction
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Sales: competitive info, positioning, price, availability, innovations
Customer Service: availability, positioning, innovations
Finance: pricing, availability Executive management: positioning,
innovation
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SalesEditorPortal
Data
eLearning Course
Sales Department
RetailEditorPortal
RetailKiosk
Retail Stores
Co. WideEditor
Web Based
Reference
Company Wide
Sales Reps
Consumers
All Employees
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Promote bi-directional interchange of ideas through learning 2.0 technologies
Create communities for both internal and customers Informal knowledge Marketing tools Examples: Neighborhood America (
www.neighborhoodamerica.com)
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Use web 2.0 technologies to bi-directionally pass information between content owner and user
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SME Incorporat
esFeedback
Learner Feedback Sent directly to SME
Output
Format
TargetAudience
Real-time feedback vetted by SME and re-incorporated into Master Data to establish and support best practices
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Allow user to pull and select information down to the desktop to satisfy learning or business need
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Data pulled from
database based on process
Learner receives data based on queried process and can view in
multiple formats
Business Applicatio
n
Individual User
Information, learning nuggets and structured learning delivered to the desktop and selected by user as needed Business
Application blended
with contextual reference
and/or structured learning
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Requirement: quarterly New Product Introductions 60-80 new products every quarter Product manager database consists of key elements
needed to introduce new shoes to sales team Format undesirable for learning Materials in database accumulate over months, but
are not complete until 2 weeks prior to sales team needing for review
Content can be used for other applications In store reference Marketing Forecasting
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InStepContentEditing Portal
Data
DataAccessed
inReal-time
Subject Matter Expert/ID Edits & Embellishes Existing Data
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InStepContentEditing Portal
Data
DataAccessed in
Realtime
Subject Matter Expert/ID Edits &
Embellishes Existing Data
PublishProcess
OutputFormat
TargetAudiencesOutput
Format
OutputFormat
Sales Team
Consumer
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High volume of courses turned around in shortened development cycle on quarterly basis.
Approximately 6 hours of learning content covering 60-80 new products produced each quarter for a fraction of conventional e-Learning development costs
Sales feedback on getting product intros at time of product release instead of post release has been highly favorable Ramp up for defined “sales window” much faster Reps more knowledgeable
Measured comprehension through use of course mastery helpful to sales management
Multiple output templates allows for different presentation of content to sales, distributors, consumer
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Make the process and design of creating new products so that assets can be used for a variety of purposes without creating independently Manuals Training Sales support Reference Marketing
Account for frequent (almost daily) changes Deliver the training and support materials where
it is needed – at the desktop on the job when and as needed
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Same core data created for each mortgage product
Each product included in a comprehensive PDF manual accessible online
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Subject matter organized to follow a defined structure opens opportunities for its use One set of information shared among multiple outputs and
applications
Credit Score
Property Type
Qualifying Rate
Borrower Eligibility
Appraisal Requirements
Refinances
Product Manual all fields
Competitive Matrix - Product Benefits - Key Features
Quick Reference - Key Features
Training Modules - Key Features
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CompetitiveMatrix
Client CriteriaMatching Tool
ProductManagers
Product Managers and other authorities review ,
update, and approve content
ProductContent Database
Product InputIntranet Form
CreateProduct
Specifications
Product managers add and edit
content
OutputTemplates
Data dynamically
pulled in real-time
ProductManual
Product Quick
Reference
TrainingModules
Product QuickReference
Documents Dynamically Published on
Demand
Cross SellingTools & LatestMarketing Info
Sales Portal Intranet Site
Interface withExisting CRM
Agency & Non-Agency Tools
Real-time FeedbackFrom LOs to Product Managers
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Product Creator
Lender Paid MIMortgage Insurance Next >< Back
U.S. CitizensPermanent Resident Aliens• Refer to the Consumer Loan Policy section 300-19 at the below website.http://asoapps3.amsouth.com/manuals/RFConsumerLoanPolicy.nsf/(htmldocs)/mainframe?OpenDocument
Non Permanent Resident Aliens• Non-permanent Resident Aliens who are Private Banking customers may be approved on an exception basis. These loans must be approved by a Consumer Credit Officer.• Non-permanent Resident Aliens are not eligible for cash-out refinances.• Refer to Consumer Loan Policy 300-19 for INS documentation requirements at the below website. http://asoapps3.amsouth.com/manuals/RFConsumerLoanPolicy.nsf/(htmldocs)/mainframe?OpenDocument
Non-occupant Co-borrowers• Owner-occupied properties• Maximum LTV/CLTV of 90%• Occupant borrower must contribute 5% of own funds when LTV greater than 80%• Occupant borrower must qualify with ratios of 35/43%
Borrower Eligibility
Borrower Eligibility
Import from Database
Element used in 4 other products
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Single input for unique data Output to multiple pre-designed formats and
documents that are consistent with business process Ability to reorganize product info into different
formats to meet specific needs such as a marketing campaign, etc.
Updates affect all documents Changes provided to field in real-time Maintain current manual format and provide better
search functionality Indexed and tagged
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ProductContent Database
Next >
< Back
ARM Training Course
Product Eligibility > Borrower Eligibility
Search:
Here’s an example of
Pulled from the database in real-time, content is Always up to date
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LOs access a Customer Information Worksheet to assist in product selection
Dynamically associate product info and training with selections Specific manual reference FAQ Training module for more assistance
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Product Navigator
Customer Loan Requirements:
Interest Only:
100% LTV:
100% CLTV or >
80/20:
SISA:
SIVA:
NINA, NIVA
DU:
LTVs
Documentation
LP:
Non Permanent Resident Alien:
Non Occupant Co Borrower
Borrower Eligibility
Property Type
Qualified Products: 82
Fannie Mae 7/23 Balloon
FAQGet Trained…FeedbackWhat’s New?
Features & Benefits Competitive Info Product Positioning Product Manual Training
Fannie Mae 10-30 yr FRM Advantage SISA**
Fannie Mae 15, 20 & 30 yr & 30 yr IO Alt A***
Features & Benefits Competitive Info Product Positioning Product Manual Training
Features & Benefits Competitive Info Product Positioning Product Manual Training
Fannie Mae Flex 97, 100 & 80/20**
Features & Benefits Competitive Info Product Positioning Product Manual Training
Fannie Mae 10-40 yr FRM
Fannie Mae 30 yr FRM Interest Only**
Features & Benefits Competitive Info Product Positioning Product Manual Training
Features & Benefits Competitive Info Product Positioning Product Manual Training
Fannie Mae Streamline Purchase PlusFeatures & Benefits Competitive Info Product Positioning Product Manual Training
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Product Navigator
Customer Loan Requirements:
Interest Only:
100% LTV:
100% CLTV or >
80/20:
SISA:
SIVA:
NINA, NIVA
DU:
LTVs
Documentation
LP:
Non Permanent Resident Alien:
Non Occupant Co Borrower
Borrower Eligibility
Property Type
Qualified Products: 3
Fannie Mae 15, 20 & 30 yr & 30 yr IO Alt A***
FAQGet Trained…FeedbackWhat’s New?
Features & Benefits Competitive Info Product Positioning Product Manual Training
Metro Alt A 15, 20 & 30yr & 5/1 ARM
Easy Express 3/1 & 5/1 LIBOR ARMs***
Features & Benefits Competitive Info Product Positioning Product Manual Training
Features & Benefits Competitive Info Product Positioning Product Manual Training
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Benefits to Loan Originators (LO): Better informed – always up to date information delivered
to desktop Faster dissemination of new product information Reduced learning curve Ready access to information and training while engaged
in the sales process Faster turnaround on loan approvals with more accurate
loan submissions More timely learning materials
Training integrated with product development Changes occur real-time
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Rethink how content is created and structured Identify existing data that can be parsed and
reused Structure content into a common format Provide meta-tags and populate content into a
database Develop an interface to review/annotate and approve
content for desired purpose (output) Create pre-designed outputs to populate with content Provide platform and method of delivery
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Content Management – single source/multi-purpose
Integrated with work flow – materials/knowledge/training delivered to the desktop
Learner controlled Always available Part of the business process Choose what to use and when to use