The Three C’s of Successfully Linking Training to Business Results Jeff Borkowski | Vice President | Qstream!October 9, 2014!

The Business of Training

Training’s outcome is improved performance. Training’s value is how much it helped meet business objectives.

Source: Roy Pollock; The 6D’s Company

How Does Training Create Value?

Learning x Transfer = Results

Source: Roy Pollock; The 6D’s Company

(Application on the Job!)

Why Connect Training Outcomes to Business Results?

•  Demonstrate accountability to the business •  Validate current and inform future investments •  Identifies areas of success that can be replicated •  …or issues that need attention

What Should You Measure? •  Start with the desired end

result… –  % market share attained –  % of quota attainment –  % revenue growth, etc.

•  …but understand the behaviors

and competencies to get there –  Communication skills –  Brand or product messaging –  Clinical and product knowledge –  Sales skills –  Negotiation

1. Coaching 2. Confidence 3. Correlation

The Three C’s:

1. Coaching 2. Confidence 3. Correlation

“Yes! Coaching is Important……

(Sales Management Association; 2014)

“…but I don’t have time….”

(Sales Management Association; 2014)

“Even though I know it works…!” High-­‐performing  organiza0ons  provide  15-­‐20%  more  coaching  

0me  than  low  performing  companies.  

Data Insights = Better Coaches •  Align training pull-through with field coaching •  Enable data-driven visibility into team •  Drive data into the field - dashboards via

email •  Identify gaps in real time - remediate •  Understand coaching actions taken

Manager Insights Weekly summaries provide actionable coaching insights and tools

Drill-down on individual, team, region performance Manager Insights

Qstream “Heat Map” Representation

1. Coaching 2. Confidence 3. Correlation

Why Confidence Matters •  Brain science…!

•  Management Insight!•  Indicator of likely behaviors!•  Presentation and communications skills!•  Establishing authority, credibility within an account!•  Ability to effectively present messages!•  Capability to defend competitive challenges!

Customer Insight!

Coaching - Confidence Connection

•  Front line managers are the most effective coaches. •  Set the expectations of their team •  Drive adoption and participation, ideally by example •  Answer, “What’s in it for me?” •  6D’s: “Can I?” versus “Will I?”

•  Observers of the desired behavior changes

1. Coaching 2. Confidence 3. Correlation to

Performance

But, where does the data live?

LMS • Course

Participation • Certifications • Test Scores

HR • Assessment scores • Experience • On-Boarding data • HRIS Data • Performance evals

CRM • Total pipeline • Call quantity, quality • Average Size • Time to Close

Finance • Quota Attainment • Prescriptions written • Total Revenue • Margins

Multiple Sources to Consider

Today, technology provides the answer! •  Gamification! •  Push notifications! •  Mobile devices! •  Ideal for reps on-the-go!

Uh, not quite

Real-time Visibility & Reporting

“Tag” reps and questions by relevant indicators

Continuous real time data views and manipulation

Provide field insight at a granular level

Area Region District Rep

Topics & Trends

Poll: What is the biggest barrier to training success in your organization?

q  Budget and/or Resources? q  Time? q  Management Demands? q  Field Connection?

Common Barriers to Success Budget &

Resources •  Consistently do more with less •  Inadequate staff

•  Need it NOW. FDA Approval – Product Launch •  Right NOW – competitive threat, sales results

Management Demands

•  I don’t feel they know their messaging •  RM’s think they need better competitive responses •  Who are you to disagree?

•  They came – they learned – they liked it - they left •  It worked. We assessed them and they did well…

Field Connection

Time

Behavior Change: Plan for Success

Develop an Annual Plan •  Informed by events •  Quarterly execution

Continuous improvement: -  Monitor, coach and remediate -  Evaluate data and plan interventions -  Engage sales management

Build quality questions for optimal learning AND

meaningful data

Ask yourself: “What do I/we need to

know?

Valid Data Enables Informed Investments

Performance Knowledge

Clinical Excellence

Combined Oncology Team

Crucial at any cost? •  Investment to move from “B” to “A” •  Does it correlate to sales performance?

New Product Performance

Combined two teams •  12 months plan to identify and close gaps •  Early results? Data vs. hypothesis!

Is there a performance correlation? •  How does knowledge compare to results by product,

region, manager? •  Engagement correlation stronger than knowledge  

Can we move the middle? •  Standard distribution based on Veeva actuals •  Can we move the middle?

You CAN Do It!

Questions?

Thank you! Jeff Borkowski | Vice President | Qstream!jborkowski@qstream.com!www.qstream.com!!To learn more:!•  Watch our "Qstream in 2 Minutes” video •  Read our blog •  Sign up for a free, 2-week trial !