We think you have liked this presentation. If you wish to download it, please recommend it to your friends in any social system. Share buttons are a little bit lower. Thank you!
Presentation is loading. Please wait.
Published byKelsey Culverwell
Modified over 2 years ago
Copyright © 2006 Bersin & Associates. All rights reserved. Best Practices at John Hancock Financial Services Improving Customer Service through E-Learning March 2006 Presented by Josh Bersin
Copyright © 2006 Bersin & Associates. All rights reserved. Page 2 Bersin & Associates Who we are Industry’s leading research and analyst firm focused on WhatWorks ® in enterprise learning Research areas Planning and strategy Content development Learning programs Learning technology Analytics and measurement Talent management Offerings Studies and reports Research membership Advisory consulting Workshops Benchmarking
Copyright © 2006 Bersin & Associates. All rights reserved. Page 3 Agenda The customer service problem Typical training solutions John Hancock’s solution
Copyright © 2006 Bersin & Associates. All rights reserved. Page 4 Growth in Knowledge Workers % of Knowledge Workers by Industry (Bureau of Labor Statistics, 2003) Telecomm34% Oil and Gas21% Finance and Insurance 33% Government51% Health44% Source: Hewlett Packard, “80% of our intellectual capital is in the heads of our employees.” Nearly 1 in 3 workers in the U.S. are knowledge workers Others 69.5% Knowledge workers 30.5%
Copyright © 2006 Bersin & Associates. All rights reserved. Page 5 Customer Service Industry More than 5 million people work in service centers today Turnover rates range from 60% to 150% per year Many agents now work from home so training is difficult Employees must be highly trained on systems, processes, procedures, and culture TelemarketingSales Technical Support Customer Service Service Center Job Roles
Copyright © 2006 Bersin & Associates. All rights reserved. Page 6 Employee Management Challenges Job Roles Job Descriptions Competency Models Workforce planning Recruiting New-hire training & onboarding Employee Talent Management Process © Bersin & Associates Performance management Training & performance support 4 5 Critical skills, gap analysis 8 Succession planning 6 Compensation and benefits 7 Training Content
Copyright © 2006 Bersin & Associates. All rights reserved. Page 7 Service Center Needs Recruiting New Hire Training Onboarding Performance Management Training & Performance Support 2345 Learning Platform Learning Management Content Repository Assessment Platform Competencies – Job Profiles Pre-screening assessment Qualification assessment New Hire Training Systems Training Blended Learning Coaching Goals Manager Support Training Online Performance Support Remote and Self-Service
Copyright © 2006 Bersin & Associates. All rights reserved. Page 8 Learning Delivery Continuum Multimedia Archives /CD ROM Web-Based Learning Performance Support Live Webcasts Collaboration & Community OLI/\I /O\\EI LEO\I IL\I Coaching Foundation Immersion Reinforcement Community Face to Face Classroom LiveOn Demand
Copyright © 2006 Bersin & Associates. All rights reserved. Page 9 Training Options Instructor Led Training Web-Based Self-Study Replays of Live E-Learning Online Help And Modules Broadcast Live E-Learning Instructor Led Self Study Live E-Learning with Interactivity Labs, Small Groups Simulations Assessments Interactivities Highest Cost
Copyright © 2006 Bersin & Associates. All rights reserved. Page 10 Informational Skills & Competencies Awareness, Familiarity Competence Mastery Productivity Blended Programs Program Cost and Complexity Blend “When mastery matters”
Copyright © 2006 Bersin & Associates. All rights reserved. Page 11 Collaboration 30% Week 1Week 2 Week 3Week 4 Wells Fargo Call Center Training Web-based courseware 35% Web-based courseware 40% Web-based courseware 30% Web-based courseware 15% Instructor-led 50% Instructor-led 15% Instructor-led 40% Instructor-led 30% Collaboration 15% On the job 15% On the job 30% On the job 45% Collaboration 10%
Copyright © 2006 Bersin & Associates. All rights reserved. Page 12 Range of Training Needs Task Concept Process Conceptual, Purely Understanding Memory-Fact-filled Conceptual How do I modify the order I entered? How do I change an address? What is our order process? What is accounting? What is our return policy? What is the right marketing strategy? Help - Support TrainingEducation How do I position this product? Help “How to”
Copyright © 2006 Bersin & Associates. All rights reserved. Page 13 Performance Support Systems Performance support (Learning on demand) Conventional training (Classroom, online) What? Access to specific, relevant information as needed to perform a task Typically covers a range of topics and concepts; relevant and irrelevant information When? Access to information when the learner needs it Available on a schedule; may not be available when needed How? Used on the job while the task is being performed Takes learner away from the job for simulated experience Why? Purpose is to provide information in order to complete the task Geared toward providing understanding or skill For Example Online reference database, help system Web-based courseware, online video, instructor-led training
Copyright © 2006 Bersin & Associates. All rights reserved. Page 14 LCMS Courses Online Help Help System Need for Integrated Learning Content
Copyright © 2006 Bersin & Associates. All rights reserved. Page 15 Company Snap Shot John Hancock Financial Services $23.2 billion company (Manulife) with 20,000 employees John Hancock Retirement Services Business Sells and services 401K management solutions to businesses Based in Toronto; 1,100 employees, 600 in service Independent business unit with its own performance development team, 10 people
Copyright © 2006 Bersin & Associates. All rights reserved. Page 16 Employee and Business Profile 400 client account representatives: Highly trained customer service reps with 160 accounts each. Reps must be familiar with a wide variety of products, processes, policies, procedures, and regulations. Top performers are promoted to higher revenue accounts. Hiring, assessment, and training Candidates are screened, assessed, and interviewed extensively. Intensive six-week training program for new hires covers systems, processes, and customer service. Performance development team Only 10 people responsible for assessment, hiring, instructional design, classroom facilitation, project management, and SMEs.
Copyright © 2006 Bersin & Associates. All rights reserved. Page 17 Training Challenge Class size people, difficult to schedule, courses scheduled 7-20 times per year, employees spent dozens of hours of training per year Tests, scheduling, and tracking all done manually No online support system for help and performance support Evaluated a range of options: Learning management systems Internally-built systems BlackBoard Learning System™
Copyright © 2006 Bersin & Associates. All rights reserved. Page 18 John Hancock Solution Recruiting New Hire Training Onboarding Performance Management Training & Performance Support 2345 Learning Platform (Blackboard) Learning Management Content Repository Assessment Platform Competencies – Job Profiles Pre-screening assessment Qualification assessment New Hire Training Systems Training Blended Learning Coaching Goals Manager Support Training Online Performance Support Remote and Self-Service First Phase Second Phase Third Phase
Copyright © 2006 Bersin & Associates. All rights reserved. Page 19 New Training Design
Copyright © 2006 Bersin & Associates. All rights reserved. Page 20 Continuing Education Needs Problem: More than 100 different investment options enhancements to 401K program each year Ongoing state law changes and systems enhancements Reps needed to take courses per year, with written tests Solution: Online content now available in Blackboard Each rep has 2-3 weeks to complete and take an assessment online Total learning and testing time is now only 30 minutes Compliance training now fully tracked
Copyright © 2006 Bersin & Associates. All rights reserved. Page 21 Hiring and Assessment Problem: Variety of assessments needed for training, screening, and recruiting Assessments were done manually Solution: All new hire screening uses an online assessment All recruiting uses an online assessment All training uses online assessments Assessments can be correlated to make sure that competencies in training are being screened and reused in the hiring process
Copyright © 2006 Bersin & Associates. All rights reserved. Page 22 Performance Support Training Knowledge Management Performance Support To instruct To inform To guide performance directly Requires an interruption to work Less interruption Least interruption Dictates how learner learns Users determines how they learn Task at hand defines what the tool will do Goal is to transfer skills and knowledge to user Goal is to be a resource Goal is to assist performance (or do it completely) Performance Support John Hancock built an online database of frequently-asked questions for knowledge management Focused on policies and procedures Eliminates needs for broadcast s and meetings when processes change InfoNet
Copyright © 2006 Bersin & Associates. All rights reserved. Page 23 Results 20 e-learning programs launched in 2005 11,853 student hours in e-learning (100% growth) Widespread adoption and satisfaction Benefits to service representatives: System is very easy to use Reduced time in training makes reps more productive Compliance training completely tracked Performance team freed up for more strategic work Opportunity for competency-based recruitment and learning
Copyright © 2006 Bersin & Associates. All rights reserved. Page 24 Lessons Learned Blackboard™ served needs without cost and complexity of traditional LMS solution. Ease-of-use was and is a critical criteria. Very easy to publish any form of content (from documents to Captivate simulations). Change management, training on system very important. E-learning does not replace instructor-led training, classroom still preferred for new-hire modules, and discussions.
Copyright © 2006 Bersin & Associates. All rights reserved. Page 25 For More Information Detailed case study Research memberships, advisory consulting, workshops Download case study at under “free research”
Copyright © 2006 Bersin & Associates. All rights reserved. Page 26 Bersin & Associates “What Works®” Research Planning & Strategy Content Development Learning Programs Learning Technology Measurement And Analytics Research Memberships Industry Studies, Case Studies, Presentations Advisory Consulting Should I..? Best Practices Industry Trends Vendor Info Workshops Public, On-Site Customized Action Plan Benchmarking Learning Organization Assessment® Industry Benchmarking Performance/Talent Management
Copyright © 2006 Bersin & Associates. All rights reserved. Page 27 Bersin & Associates Offerings What Works ® Research Database Planning & Strategy Content Development Blended Learning LMS & Infrastructure Measurement And Analytics Research Memberships Industry studies, case studies, presentations Advisory Consulting Best practices, industry trends, Workshops Public, on-site, customized action plan Benchmarking Learning Organization Assessment ®, industry benchmarking Talent Management
Copyright © 2006 Bersin & Associates. All rights reserved. Page 28 Who is Blackboard? Mission Statement To enable learning innovations everywhere by connecting people and technology What we believe Connected with the right technology organizations will bring about lasting learning innovations Technology breaks down barriers and unlocks new possibilities / experiences / services Technology is only as relevant as the achievement it helps bring about Our role? Provide a new learning environment Foster a global community of practice Create exceptional user experiences for all participants
Copyright © 2006 Bersin & Associates. All rights reserved. Page 29 Who is Blackboard? Publicly traded Company (NASDAQ:BBBB) Approximately 800 employees 7 offices around the US and abroad Approximately 3,700 clients Approximately 200 clients outside of traditional education space (i.e., corporate and government accounts) Marsh Morgan Stanley Tennant Company Progressive Insurance John Hancock Texas Instruments US Army US Air Force US Navy Social Security Administration Health and Human Services Veterans Administration
Copyright © 2006 Bersin & Associates. All rights reserved. Page 30
Copyright © 2006 Bersin & Associates. All rights reserved. Contact Josh Bersin at or Patrick Devlin at Questions?
MANAGEMENT RICHARD L. DAFT. Managing Human Resources CHAPTER 11.
SE Name SE Title Blackboard Training: Approaches and Opportunities.
Analyzing International Opportunities 12 Copyright © 2014 Pearson Education, Inc. publishing as Prentice Hall.
1 Knowledge Transfer Concepts Presented by the Division of Personnel State of Alaska.
1. 2 Evaluation Report A preliminary report to the faculty and administrators of the online distance learning program in the Department of Educational.
Orientation and Training Susan A. Abravanel Sydney Taylor June 25 th, 2014.
Chapter 5 Transfer of Training Copyright © 2010 by the McGraw-Hill Companies, Inc. All rights reserved. McGraw-Hill/Irwin.
40 Tips Leveraging the New APICS.org to the Benefit of Your Organization, Members, and Customers! 1.
1 Phase III: Planning Action Developing Improvement Plans.
1 Begin the Transformation: Mapping the Course DOWNLOAD ME!
Yammer Technical Solutions Overview. Audience and Requirements 2 The Yammer Technical Solutions Overview module is an introduction to the Yammer Platform.
C Copyright © 2005, Oracle. All rights reserved. Practice Solutions.
Task Group Chairman and Technical Contact Responsibilities ASTM International Officers Training Workshop September 2012 Scott Orthey and Steve Mawn 1.
Page 1 Jean-Noël Gorge 3 mai /58 MarKant e c o n s e i l s Jean-Noël Gorge, oct 11th /29 EPITA IT Markets Basic Finance and Marketing Oct 11th.
1 My Journey to Online Teaching Mirjeta Beqiri, Ph.D. Fordham University March 09, 2011.
Trade Promotion Management Study Summary Charts
1. 2 Objectives Become familiar with the purpose and features of Epsilen Learn to navigate the Epsilen environment Develop a professional ePortfolio on.
New Features of Financial Reporting David Grande eCapital Advisors.
1 Estimating Your Technical Communications Project Controlling Project Results.
The Road to Community Impact: New Answers to Old Questions.
1 Implementing Internet Web Sites in Counseling and Career Development James P. Sampson, Jr. Florida State University Copyright 2003 by James P. Sampson,
V WFN41 Employee & Manager Self Service Overview EMPLOYEE EMPOWERMENT THROUGH TECHNOLOGY.
Module 12 WSP quality assurance tool 1. Module 12 WSP quality assurance tool Session structure Introduction About the tool Using the tool Supporting materials.
National Center on Response to Intervention RTI Implementer Webinar Series: Establishing a Screening Process 1.
This document contains Booz Allen Hamilton Inc. Proprietary and Confidential Business Information. It is for internal use only. 0 DRAFT United Nations.
1 SESSION 5- RECORDING AND REPORTING IN GRADES R-12 Computer Applications Technology Information Technology.
Competency Management Defining McGill’s Competency Directory MANAGEMENT FORUM JUNE 7, 2005.
Chapter 6 Public B2B Exchanges and Support Services.
1 Career Pathways for All Students PreK-14 2 Compiled by Sue Updegraff Keystone AEA Information from –Iowa Career Pathways –Iowa School-to-Work –Iowa.
© UNCTAD ASYCUDA Overview … a summary of the objectives of ASYCUDA implementation projects and features of the software for the Customs computer.
1 Core Curriculum for Clinical Coaching Intro - VNIP Model Vermont Nurses In Partnership Susan A. Boyer, RN, M.Ed. © Vermont Nurses In Partnership,
1 Office of New Teacher Induction Introducing NTIMS New Teacher Induction Mentoring System A Tool for Documenting School Based Mentoring Mentors’ Guide.
1 Nia Sutton Becta Total Cost of Ownership of ICT in schools.
About Certiport Worldwide administrator of the Microsoft Business Certification program: –Microsoft Business Certification Credentials Microsoft Office.
Wayne Punch Director Emeritus, Safety / Security Milliken & Company Millikens Safety Processes.
St. Louis Public Schools Human Resources Support for District Improvement Initiatives (Note: The bullets beneath each initiative indicate actions taken.
Improving individual performance: Effective Performance Management Systems for Small States Regional Caribbean Conference on Improving Public Service Performance.
OH 8-1 Training Employees Human Resources Management and Supervision 8 OH 8-1.
© 2007 BST. All rights reserved. Confidential Information. SLU – 1 PDS_139 (0503) L2 Applying Problem- Solving Tools.
© Prentice Hall, 2008 Business Communication Today, 9eChapter Planning Reports and Proposals.
IBM … creating the future of learning © 2003 Copyright IBM Corporation IBM Learning Solutions Michalina Fraczek, Market Development Executive, IBM Learning.
E-Learning, Human Capital Management and the Banking Sector Dimitris Baltas, ATC ROM.
Training – the process of teaching new employees the basic skills they need to perform their job. Development – learning that goes beyond today’s.
1 K. C. Lo / L. M. Chow Power Systems Business Group CLP Power Knowledge Management in CLP Power Oct 2004.
...empowering Mortgage Brokers ‘an introductory presentation’
Maines Colleges & Universities Meeting the Needs of Maine People.
Lecture 32. Human Resource Development Course Summary.
1. Karadeniz Technical University Continuing Education Center has been established to organize Karadeniz Technical University’s continuing education programs,
Educator Evaluation: A Protocol for Developing S.M.A.R.T. Goal Statements.
Time for a BREAK! You have 45 Minutes. Time Left 44.
© 2017 SlidePlayer.com Inc. All rights reserved.