1. The 1000% Return on Investment Leveraging Performance Management Technology! Presented By Jack E. Lee President and CEO, KMSI

2. Objectives During this presentation, you will learn how performance management technology can achieve a continuous return on investment that is significantly greater than any other tools that your organization can deploy. Using actual case-study data and the latest industry statistics, this session will enable you to: Employ eLearning rapid development technology to provide "just-in-time" training Use data automation and expert system technology to create a "gap-free" workforce Use mobile device technology to replace traditional "on-the-job" training programs

3. Definitions of Performance Management Performance management includes activities to ensure that goals are consistently being met in an effective and efficient manner. Performance management can focus on performance of the organization, a department, processes to build a product or service, employees, etc.... en.wikipedia.org/wiki/Performance_management en.wikipedia.org/wiki/Performance_management The process of setting performance expectations, monitoring progress, measuring results, and appraising and rewarding or correcting employee performance. www.nist.gov/hrmd/projectops/hrsystems/definitions.htm www.nist.gov/hrmd/projectops/hrsystems/definitions.htm A framework that identifies opportunities for performance improvement through use of performance measures such as standards and indicators. www.semp.us/publications/disaster_dictionary.php www.semp.us/publications/disaster_dictionary.php

4. Suggested Definition Performance Management provides the systematic training and evaluation required to increase revenues, improve quality and decrease costs by achieving a focus on developing, selling and delivering the organization's offerings.

5. Recent Industry Survey Data Which of the following technologies does your organization use or need?

6. Business Process Certification

7. Supporting Technologies Framework

8. eLearning and Rapid Courseware Development

9. Mobile Device Technology Deliver training, exams, surveys and deliver a searchable content repository for just-in-time training. Deliver and administer performance appraisals and provide access to company experts via threaded discussion forums. Provide a rich media experience with audio, video, animations, exams, surveys, branching and interactivity. Replace Traditional "On-The-Job" Training Programs

10. Data Automation and Expert Systems

11. Financial Service Case Study Starting Point: A major financial services organization had 3 administrators and 15 instructor/developers that were responsible for delivering 288 classes covering 30 combinational service offerings. The starting student population was 27,680 agent representatives. Testing was conducted online using a commercial testing service.

12. Financial Service Case Study (cont) Current State: Implementation of the performance management program resulted in the development of 91 unique eLearning mini –courses organized into 30 certification tracks. Organizational changes were made to create 9 regional administrators supported by a team of 16 course developers. A performance management software technology that included learning management features was implemented and integrated with an existing single sign-on agent service portal. The resulting program was able to produce 75,000 qualified agents with no measureable decrease in agent productivity.

13. Manufacturer Case Study Starting Point: A vehicle manufacturer provided a catalog of training and recommended programs for its 2,000+ dealerships. The catalog contained over 120 courses which were primarily DVD or Instructor-Led format supported by a commercial testing service. A technician certification program was in place that tracked general qualifications of dealership personnel. Qualification management was not specific to the vehicle types sold by the dealership.

14. Manufacturer Case Study (cont) Current State: The manufacturer has implemented a comprehensive performance management program that addresses all dealership personnel. The program is designed to ensure that the specific vehicles supported by the dealership are sold and serviced by highly qualified personnel based on a rigorous certification program. Dealership certification has increased from 57% to 93% using the measures established in the performance management program. As a result of implementation, warranty claim rework has decreased and dealership sales have increased.

15. Summary 1.Performance Management provides the systematic training and evaluation required to increase revenues, improve quality and decrease costs by achieving a focus on developing, selling and delivering the organization's offerings. 2.A well structured program can provide returns that will be significantly greater than any other tools that your organization can deploy. 3.By defining optimum job performance as the primary factor in the development of performance management and personnel certification programs, organizations are realizing measurably greater return on investment. 4.Implementation of a performance management program should be done in conjunction with the organization’s learning and talent management initiatives. 5.Using technology to communicate organizational requirements and providing supervisors with visibility into the overall business objectives will enable the creation of a “Gap Free” Workforce”.

16. Contact Information Knowledge Management Solutions, Inc. Jack E. Lee President and CEO 839 Elkridge Landing Road, Suite 205 Linthicum, MD 21090 jack.lee@kmsi.us (410) 859-3413 jack.lee@kmsi.us