1. Blending Learning: Labor, Funding and Technology Don McDougal Tyco Fire and Security

2. 2 Elements of Blended Learning

3. 3

4. 4 Session Objectives In this session, you will learn:  About innovations that reduced e-Learning development costs by 75% and increased quality using a blended labor model  How Tyco is moving blended m-Learning into the mainstream  Ways to integrate an LMS with CRM to achieve better customer service and increase profitability  Methods Tyco is using to diversify the learning organization funding strategy to increase reach and provide a shield against budget cuts

5. 5 Agenda  Blending Learning Labor Insourcing Outsourcing Offshoring Collocation vs. Virtual collocation Funding Running Learning like a business Budgets/allocations Training revenue/profit centers Grants Technology/Delivery Classroom/Instructor Led Training eLearning Distance Learning (Webinars) Leveraging your LMS Mobile Learning Performance Support/EPSS

6. 6 Blending your Learning Labor

7. 7 Pocket PC Simulation The Problem:  Technicians are required to use a hand held computer for fire equipment inspections  Technicians are not familiar with the hand held computer or the inspection software  Over 1000 geographically dispersed inspectors need to be trained  The ruggedized pocket PCs are expensive and management wants to delay purchase of the devices as long as possible

8. 8 eLearning Pricing Model – US Labor  Using all US labor, a rich eLearning course can cost $60K or more

9. 9 eLearning Pricing Model – Blended Labor  Performing analysis and design in the US, and off shoring eLearning production provides rich eLearning at $15-18k/hr.

10. 10 Tyco Fire and Security – Labor Blend  Blended Labor mix ISD – 50/50 Insourcing/Outsourcing (all in US) eLearning Production 95% Offshore Graphics design 20% US outsourced/80% Offshore  ROI – eLearning over last 18 months Estimate 50 hours of eLearning Produced US cost for rich eLearning 60K/finished hour = $3M Blended cost 15k/finished hour = $750M Savings = $2.25M

11. 11 Results of Blended Labor  Reduced employee head count  Ability to quickly scale the size of the organization  Access to experts as needed i.e. Graphics, Animation, Audio/Video, 3D, Voice Talent, Programmers/web developers, ISD etc.

12. 12 Blending your Learning: Funding

13. 13 How severely/frequently have you been impacted by training budget cuts? 1.Minimal 2.Some 3.Significantly/Often 4.Continuously

14. 14 How can I minimize the impact of training budget cuts?

15. 15 Budget Allocations Tyco Fire and Security has established a centralized Learning Organization  Funded primarily by annual allocation from Divisions  Business cases are developed for training projects requests, and allocations are used to fund approved business cases

16. 16 Advantages of Budget Allocations  Negotiate annual budgets in advance Allows for longer term resource planning  No refund is provided back to divisions if the budget is not spent. Reduces temptation to cut training budgets

17. 17 Training Grants  Many state and local governments offer grants for employee training Grants may cover: Labor, training development, training delivery, classroom, online etc. Grants are all different, so look at the conditions in the contract  TFS Piloted a grant program last year: Four grant applications = $550K  Strongly recommend using a grant writing/administration consultant

18. 18 Selling Training  Leverage training programs and infrastructure to generate revenue TFS is now selling product training along with products Quality eLearning programs have a market for distributors and customers

19. 19 Selling Training continued  Goal: Generate enough income to make product training self sufficient and generate additional income for product business units Use excellent product training as a competitive discriminator Fund new training development from training sales revenue Fund LMS administration for eCommerce and voucher

20. 20 Simulation based Product Course  Hardware  Software  Task based  Simulation based testing

21. 21 Blending your Learning: Technology

22. 22 Key Learning Technologies  eLearning  Distance Learning/Webinar  LMS/LCMS  mLearning  EPS/EPSS

23. 23 Distance Learning (Webinars)  Quick to implement  Capture Tacit Knowledge from SMEs  Provide recorded sessions as asynchronous eLearning from the LMS  Use recorded session as source material for Instructional Designers to use in developing curricula  Bundle recorded session with an on- line assessment

24. 24 Webinar Training Case Study *Additional 544% increase due to online or classroom training in conjunction with webcast training Sales Performance, Global Telecom’s Alliance Channel*

25. 25 So now we have a global LMS…  We have made the capital investment  We have made it available to our employees  How can we now leverage it in our business?

26. 26 Learning Technology Strategic Vision

27. 27 Learning Technology Strategic Vision

28. 28 Learning Technology Strategic Vision

29. 29 Intelligent Dispatch Project Projected Net ROI is $5.23M over four years

30. 30 Mobile Learning for Tyco  ADT NA currently has over 200 equipment families technicians are required to service  Training is developed for key, high impact, large volume equipment/products. We cannot create and delivery training for everyone  Our service business are now introducing mobile devices to support CRM  Mobile learning will be an important part of our future blended learning and performance support solutions

31. 31 Types of Mobile Learning Devices  Laptops with LMS Off line course player/synchronization  Smart phones  PDAs (Pocket PC, Palm, Blackberry)  MP3 Players – Pod casts  Personal Video Devices (PVD)

32. 32 The Best Application of Mobile Learning is Electronic Performance Support

33. 33 Practical Application  Combine WBT with mobile reference mLearning – David S. Metcalf, Ph.D., 2006

34. 34  How do you teach thousands of technicians to service thousands of devices?  Reference material is required  Palm Based IP Troubleshooting guides provides: EPS content in tech’s hand Programming guides Maintenance procedures Troubleshooting Schematics/diagrams Ability to order parts Eliminates the need to carry a truck load of books mLearning Example - IP Troubleshooting Guide: mLearning – David S. Metcalf, Ph.D., 2006

35. 35 Question.  How many of you have been through a SAP, PeopleSoft, Oracle, Siebel implementation? Was your experience? 1.Pleasant, easy to learn 2.Somewhat difficult 3.Traumatic, I still wake up in the night screaming 4.Have not been through an implementation

36. 36 Enterprise EPSS  Challenges with ALL enterprise system rollouts Generic vendor documentation and training does not reflect the customized system The system is changing continually, right up to the rollout date. No time to develop and deliver traditional training and documentation. Systems are often complex and not user friendly Users forget what they learned in training

37. 37 How People Learn n Live classroom instruction n Webinar training (Distance learning) n On-line training (eLearning) n Self-learning experiences using conventional media n On-the-job training n Blended web-based and traditional models How People Learn n Live classroom instruction n Webinar training (Distance learning) n On-line training (eLearning) n Self-learning experiences using conventional media n On-the-job training n Blended web-based and traditional models Learning n Attitudes n Concepts n Facts n Processes n Procedures People have basic learning needs in any organization Blended Learning and Support Model mLearning – David S. Metcalf, Ph.D., 2006

38. 38 Blended Learning and Support Model LearningPerformance Support n Accessed on-the-job n Task-specific n Support at time of need n Not memory-resident How Performance Support is Provided n Coaching and mentoring n Paper-based job aids n Electronic Performance Support Systems (EPSS) n Embedded performance support How Performance Support is Provided n Coaching and mentoring n Paper-based job aids n Electronic Performance Support Systems (EPSS) n Embedded performance support While not always recognized, workplace support has the greatest impact on performance mLearning – David S. Metcalf, Ph.D., 2006

39. 39 Knowledge Base n Automated knowledge capture n Repository of knowledge objects n Sharing of best practices and lessons learned n Connection to experts and high-value information Learning n Attitudes n Concepts n Facts n Processes n Procedures Performance Support n Accessed on-the-job n Task-specific n Support at time of need n Not memory-resident Blended Learning and Support Model mLearning – David S. Metcalf, Ph.D., 2006

40. 40 What is Performance Support? The original notion of “Electronic Performance Support System” (EPSS) was expressed by Gloria Gery in response to a number of factors: Over 83% of what knowledge workers need to know is learned on the job and in the task context, NOT in advance of performing activities and tasks Only 17% of training-in-advance is transferred to the job Up to 70% of all computer-mediated activities are BEST supported on the job and in the activity context In a performance support system, task completion is primary, with learning a secondary consequence of doing.

41. 41 ADT CRM EPSS Simulation  Before Task was 47 steps long Confusing work flow High error rate (estimate 25-50%)  After Task was 27 steps long User performs 5 steps, remainder are automated Error rate less 1%  Solution took approximately 1 hour Alternate interface/automation, Cue Card, documentation, simulation