Jay Cross, Internet Time Group eLearning in Corporate America.
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Transcript of Jay Cross, Internet Time Group eLearning in Corporate America.
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Jay Cross, Internet Time GroupeLearning in Corporate America
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eLearning in Corporate America
“Flag,” Jasper Johns, Museum of Modern Art, New York
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• Evolution of eLearning in corporate America
• Napoleon & Moscow & eLearning
• Cost/benefit analysis, ROI
• Success Stories
• Trends
Agenda
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“I don’t want to think about it.”
Enterprise decisions on hold.
Virtual meetings replacing travel.
On time more important than exactly right.
Current Mood
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Now
2001
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1999
“Experiment.”
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ASTDDallas
May 2000
2000
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Going thru the motions
1999
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1999
Model: Learning Factory
The only thing one learns from spoon-feeding is the shape of the spoon.
Graphic by vis-a-vis, www.vis-a-vis.com
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The Visual Display of Quantitative Informationby Edward Tufte
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140,000 lost todeath and desertion
449,000
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8,000 lost in battle
30,000 lost in battle
100,000
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35,000 lost to starvation and cold
24,000 more lost to starvation and cold
another 14,000 lost
4,000 lost in battle
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another 10,000 die here
10,000
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Customer service reps
1,000 new hires How manyskilled workers?
eLearning
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-20%
Computer errors
I love you virus!
Kournikova virus!!
Nimda virus/worm!!!
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-10%
Interruption
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-20%
Roadblocks
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-20%
Irrelevant
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-20%
Low priority
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-30%
Don’t know how to learn
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0
200
400
600
800
1000
-50%
Forget
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Time From First Learning Percentage of Material Remembered Percentage of Material Forgotten
After 1 day 54% 46%
After 7 days 35% 65%
After 14 days 21% 79%
After 21 days 18% 82%
After 28 days 19% 81%
After 63 days 17% 83%
Spitzer (1939)
The Forgetting Curve
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90 Survivors
910eLearning casualties
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Line ManagerTraining Manager
Senior Executive
Evolution of Corporate Motivation
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Training Manager
Get them trained
Cut costs
Satisfy the IT department
Cut costs: instructor salaries, travel
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Line Manager
Make my numbers
Make my numbers
Make my numbers
Increase customer satisfaction
Stomp the competition
Improve business results
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Transform the business
Recruit and retain the best people
Reduce cycle time
Be nimble and innovative
Senior Executive
Strengthen the organization
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“Learning is at the heart of a company. It is the competitive advantage in an organization.”
“Raising the intellect of the company, every day, is what it takes to win.”
Senior Executive Attention
Jack and Jay, November 2001
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© 2001, Internet Time Group
Graphic by vis-a-vis, www.vis-a-vis.com
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Reach more people
Time to performance
3 Success Stories
Depth of learning
© 2001, Internet Time Group
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Depth of learning
transform the workforce – retooling for new business models, certifying large numbers of staff, making mergers work, keeping up with the times and changing corporate culture
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Unisys University
Electronic-Business School
My Portfolio, a personal, secure, online tool containing career development and training information.
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Results
• Employee satisfaction 29% 76%• Unisys U satisfaction 82%-90%• Reduces training costs by 25-45% • Reduces training time by 35-45%• Increases learning effectiveness by 15-
25%+ $100,000,000/year incremental revenue
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Reach more people
improve relationships with customers – help customers learn to “pump their own gas,” get dealers and channel partners up to speed
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Extended Enterprise
The “ecosystem”
Extended Enterprise
CustomerCustomer
DealersDealers
SuppliersSuppliersRawmaterials
Rawmaterials
Value Chain
2001
Our workers
Our workers
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Results ofEducating Customers
• More than 100,000 customers signed up to learn Windows, Word, and Office apps online.
• Value of increased customer loyalty? Conservatively, $20 million in repeat business over three years.
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Time to performance
accelerate sales – speed up sales force development, roll out new products faster, learn to sell solutions
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Previous Sales Training
• One-week workshop in California
• 1,440 new additions to sales force each year
• $5 million average quota
• 15 months to reach proficiency
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New Sales Training
• Add introductory eLearning before F2F
• Change nature of workshop
• Add practice and reference material after
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Result
• Time-to-proficiency cut 9 months
• 1440 people x ¾ year x $5 million quota = $3.5 billion/year
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Personalization
Learning to learn
Integration
Best practices
Internet Time Group
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Personalization
Personalization
Learning to learn
Integration
Best practices
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Personalized ContentPersonalization
Learning to learn
Integration
Best practices
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Learning Content Management System
Learner Profile
Personalization
Learning to learn
Integration
Best practices
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Personalization
Learning to learn
Integration
Best practices
Events
Process
Learning
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Meta-LearningLab.comwww.
Where corporations invest90% Formal
10% Informal
How workers learn20% Formal
80% Informal
Formal learning, class, seminar, courseInformal learning, on the job, trial & error
Improving the ProcessPersonalization
Learning to learn
Integration
Best practices
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Enterprise Integration
Knowledge Management
eLearning
Performance Support
Communities of Practice
Customer Learning
ERP
2002
CRM
Supply Chain
Web services
XML
Personalization
Learning to learn
Integration
Best practices
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Personalization
Learning to learn
Integration
Best practices
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eLearningForum.comwww.
Personalization
Learning to learn
Integration
Best practices
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Internet Time Group
InternetTime.com
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Jay Cross, Internet Time GroupeLearning in Corporate America