1. Session 7.5 Presented by Peter Barrett and Gray Fowler Business Performance Technology

6.  Classic e-Learning follows course-lesson-topic-quiz format  Materials are generally created by subject matter experts from notes, PowerPoints, classroom materials or Word docs  Delivered outside the context of daily work  Creating specialized courses for each use and user can be  Cost prohibitive  Time consuming

7.  Lose interest – don’t complete course  Too much material for available time  Not specific enough to job at hand  Not available or easy to get to at time of need

8.  Use the same core business data for business, learning, knowledge sharing  Assess business process and integrate learning and knowledge at the point of need  Package the information to meet the need of the moment  Help solve business problems as they occur

10.  Better alignment with business process  Closer to the point of need  More focused  Faster delivery  More accurate, consistent  Real-time on demand

11.  Accessed on demand while working  Small bits of information related to process can be pushed/pulled to the user  Relative learning/knowledge nuggets delivered to point of application process at time of need  With links back to more structured learning if required  Informal information exchange (web 2.0) can be encouraged during work and the developmental process

12.  Foundation data can be pulled from multiple sources into a database  Some commonality in need among various audiences  Some commonality in data among various business processes  How the data is used or in what format will be different for each type of user

13.  Examples  Product training – starts with data about a product  Database, images, manuals, procedures  Compliance – background, business case, policy, procedure  Sales training – sales philosophy, procedures, references, collateral  Business skills – policy and procedure, work flow, proprietary methods

14. Data Procedure (workflow) MethodologyInteraction Measured Results

15.  Traditionally addressed by creating separate learning, separate policy materials, separate business rules eLearning Course Sales Department Retail Kiosk Retail Kiosk Retail Stores Sales RepsConsumers What Info Is Common?

16. Data Edited for particular use by SME/ID Method of Delivery User Application

17. Data Data Accessed In Real Time Document PDF Retail Kiosk Website Reference E-Learning Course Output Formats: IPod Format

19.  Determine common sets of data that have core value to many users  Develop standard methods for creating data  Word formats, database, etc.  Organize data for distribution to diverse audiences

20.  Maintain consistency between business program and learning  Provide more efficient e-Learning development  “connects” e-Learning to business

21.  New product information has basic components:  Description  Positioning  Competitive  Pricing  Availability  Innovations introduced  Etc.

22.  The same data (in differing formats) that all employees need to understand, market, sell and support the product  This can be in the form of a database, Word documents, correspondence, etc.

23.  Leverage what already exists  Think of ways to use this data for learning  Follow a core data structure that can be reused for other purposes  E-Learning  Job aid  Policy or procedural instruction

24.  Sales: competitive info, positioning, price, availability, innovations  Customer Service: availability, positioning, innovations  Finance: pricing, availability  Executive management: positioning, innovation

25. Sales Editor Portal Data eLearning Course Sales Department Retail Editor Portal Retail Kiosk Retail Stores Co. Wide Editor Web Based Reference Company Wide Sales Reps Consumers All Employees

26.  Promote bi-directional interchange of ideas through learning 2.0 technologies  Create communities for both internal and customers  Informal knowledge  Marketing tools  Examples: Neighborhood America (www.neighborhoodamerica.com)www.neighborhoodamerica.com

27.  Use web 2.0 technologies to bi-directionally pass information between content owner and user

28. SME Incorporates Feedback Learner Feedback Sent directly to SME Output Format Target Audience Real-time feedback vetted by SME and re-incorporated into Master Data to establish and support best practices

29.  Allow user to pull and select information down to the desktop to satisfy learning or business need

30. Data pulled from database based on process Learner receives data based on queried process and can view in multiple formats Business Application Individual User Information, learning nuggets and structured learning delivered to the desktop and selected by user as needed Business Application blended with contextual reference and/or structured learning

31.  Requirement: quarterly New Product Introductions  60-80 new products every quarter  Product manager database consists of key elements needed to introduce new shoes to sales team  Format undesirable for learning  Materials in database accumulate over months, but are not complete until 2 weeks prior to sales team needing for review  Content can be used for other applications  In store reference  Marketing  Forecasting

33. InStep Content Editing Portal Data Accessed in Real-time Subject Matter Expert/ID Edits & Embellishes Existing Data

34. InStep Content Editing Portal Data Accessed in Realtime Subject Matter Expert/ID Edits & Embellishes Existing Data Publish Process Output Format Target Audiences Output Format Output Format Sales Team Consumer

35.  High volume of courses turned around in shortened development cycle on quarterly basis.  Approximately 6 hours of learning content covering 60-80 new products produced each quarter for a fraction of conventional e- Learning development costs  Sales feedback on getting product intros at time of product release instead of post release has been highly favorable  Ramp up for defined “sales window” much faster  Reps more knowledgeable  Measured comprehension through use of course mastery helpful to sales management  Multiple output templates allows for different presentation of content to sales, distributors, consumer

36.  Make the process and design of creating new products so that assets can be used for a variety of purposes without creating independently  Manuals  Training  Sales support  Reference  Marketing  Account for frequent (almost daily) changes  Deliver the training and support materials where it is needed – at the desktop on the job when and as needed

37.  Same core data created for each mortgage product  Each product included in a comprehensive PDF manual accessible online

38.  Subject matter organized to follow a defined structure opens opportunities for its use  One set of information shared among multiple outputs and applications Credit Score Property Type Qualifying Rate Borrower Eligibility Appraisal Requirements Refinances Product Manual all fields Competitive Matrix - Product Benefits - Key Features Quick Reference - Key Features Training Modules - Key Features

39. Competitive Matrix Client Criteria Matching Tool Product Managers Product Managers and other authorities review, update, and approve content Product Content Database Product Input Intranet Form Create Product Specifications Product managers add and edit content Output Templates Data dynamically pulled in real-time Product Manual PDF Product Quick Reference Training Modules Product Quick Reference Documents Dynamically Published on Demand Cross Selling Tools & Latest Marketing Info Sales Portal Intranet Site Interface with Existing CRM Agency & Non- Agency Tools Real-time Feedback From LOs to Product Managers

40. Product Creator Lender Paid MI Mortgage Insurance Next >< Back U.S. Citizens Permanent Resident Aliens Refer to the Consumer Loan Policy section 300-19 at the below website. http://asoapps3.amsouth.com/manuals/RFConsumerLoanPolicy.nsf/(htmldocs)/mainframe? OpenDocument Non Permanent Resident Aliens Non-permanent Resident Aliens who are Private Banking customers may be approved on an exception basis. These loans must be approved by a Consumer Credit Officer. Non-permanent Resident Aliens are not eligible for cash-out refinances. Refer to Consumer Loan Policy 300-19 for INS documentation requirements at the below website. http://asoapps3.amsouth.com/manuals/RFConsumerLoanPolicy.nsf/ (htmldocs)/mainframe?OpenDocumenthttp://asoapps3.amsouth.com/manuals/RFConsumerLoanPolicy.nsf/ (htmldocs)/mainframe?OpenDocument Non-occupant Co-borrowers Owner-occupied properties Maximum LTV/CLTV of 90% Occupant borrower must contribute 5% of own funds when LTV greater than 80% Occupant borrower must qualify with ratios of 35/43% Borrower Eligibility Import from Database Element used in 4 other products

41.  Single input for unique data  Output to multiple pre-designed formats and documents that are consistent with business process  Ability to reorganize product info into different formats to meet specific needs such as a marketing campaign, etc.  Updates affect all documents  Changes provided to field in real-time  Maintain current manual format and provide better search functionality  Indexed and tagged

42. Product Content Database Next >< Back ARM Training Course Product Eligibility > Borrower Eligibility Search: Here’s an example of Pulled from the database in real-time, content is Always up to date

43.  LOs access a Customer Information Worksheet to assist in product selection  Dynamically associate product info and training with selections  Specific manual reference  FAQ  Training module for more assistance

44. Product Navigator Customer Loan Requirements: Interest Only: 100% LTV: 100% CLTV or > 80/20: SISA: SIVA: NINA, NIVA DU: LTVs Documentation LP: Non Permanent Resident Alien: Non Occupant Co Borrower Borrower Eligibility Property Type Qualified Products: 82 Fannie Mae 7/23 Balloon FAQGet Trained…FeedbackWhat’s New? Features & Benefits Competitive Info Product Positioning Product Manual Training Fannie Mae 10-30 yr FRM Advantage SISA** Fannie Mae 15, 20 & 30 yr & 30 yr IO Alt A*** Features & Benefits Competitive Info Product Positioning Product Manual Training Fannie Mae Flex 97, 100 & 80/20** Features & Benefits Competitive Info Product Positioning Product Manual Training Fannie Mae 10-40 yr FRM Fannie Mae 30 yr FRM Interest Only** Features & Benefits Competitive Info Product Positioning Product Manual Training Fannie Mae Streamline Purchase Plus Features & Benefits Competitive Info Product Positioning Product Manual Training

45. Product Navigator Customer Loan Requirements: Interest Only: 100% LTV: 100% CLTV or > 80/20:  SISA: SIVA: NINA, NIVA DU:   LTVs Documentation LP: Non Permanent Resident Alien: Non Occupant Co Borrower  Borrower Eligibility Property Type Qualified Products: 3 Fannie Mae 15, 20 & 30 yr & 30 yr IO Alt A*** FAQGet Trained…FeedbackWhat’s New? Features & Benefits Competitive Info Product Positioning Product Manual Training Metro Alt A 15, 20 & 30yr & 5/1 ARM Easy Express 3/1 & 5/1 LIBOR ARMs*** Features & Benefits Competitive Info Product Positioning Product Manual Training

46.  Benefits to Loan Originators (LO):  Better informed – always up to date information delivered to desktop  Faster dissemination of new product information  Reduced learning curve  Ready access to information and training while engaged in the sales process  Faster turnaround on loan approvals with more accurate loan submissions  More timely learning materials  Training integrated with product development  Changes occur real-time

47.  Rethink how content is created and structured  Identify existing data that can be parsed and reused  Structure content into a common format  Provide meta-tags and populate content into a database  Develop an interface to review/annotate and approve content for desired purpose (output)  Create pre-designed outputs to populate with content  Provide platform and method of delivery

48.  Content Management – single source/multi-purpose  Integrated with work flow – materials/knowledge/training delivered to the desktop  Learner controlled  Always available  Part of the business process  Choose what to use and when to use