Future Trends in eLearning: Measuring the ROI

1
ITAA ASTD
Future Trends in e-Learning Measuring the
ROI Ted Hoff Vice President, Learning
October 16, 2002
2
Learning An Imperative for IBM

• The Imperative
• The IBM strategy demands innovation, intellectual
  capital, and integration across complex solutions
  and practices.
• IBM has learning in its DNA.
• The business leaders expect learning to drive
  performance, with measurable business results.
• The Opportunity and Challenge
• IBM's global and strategic complexity demands the
  most advanced approaches in learning.
• We can leverage our own capabilities to seize the
  opportunity.

3
Future Trends in e-Learning

• An expectation of measurable returns on
  cost-efficiency and in driving business results.
• Learning design focused on understanding which
  medium and capability will enable what precise
  learning objective.
• Creativity will increasingly separate great
  learning initiatives from those not worth the
  time.
• Personalized prescriptive learning paths are now
  essential.
• Every step in the learning process will need to
  be measured.

4
Learning An Imperative for IBM

• Efficiency
• 395 million saved in 2001 through the use of
  e-Learning.
• 43 of learning hours delivered through
  e-Learning.
• Learning Effectiveness
• e-Learning enables blended design to drive
  measurable actions, new ideas and business
  results through learning.
• e-Learning provides the foundation for day-to-day
  work-based learning through communities, networks
  and mentors.

5
IBM Strategic Learning Planning
Customer Needs, Market Dynamics, and IBM Value
Proposition
IBM Strategies and Goals

• The IBM Human Resource Strategy
• Leadership
• Talent
• Climate
• Performance
• The IBM
• Learning Strategy

Critical Business Performance Objectives
Organizational Capabilities Required
Driving Performance Through Learning
6
The IBM 4 Tier Learning Design Model
Learning Method(s)
Technology
When to Use
Delivery Form
TM
TM
TM
TM
TM
TM
TM
TM
TM
Tier 4 Experience
-
Tier 4 Experience
-
Tier 4 Experience
-
Tier 4 Experience
-
Tier 4 Experience
-
Tier 4 Experience
-
Tier 4 Experience
-
Tier 4 Experience
-
Tier 4 Experience Based Learning
-
-
-
-
-
-
-
-
-
-
On-site
Face-to-face
GET TOGETHER
GET TOGETHER
GET TOGETHER
GET TOGETHER
GET TOGETHER
GET TOGETHER
GET TOGETHER
GET TOGETHER
GET TOGETHER
Higher Level Alignment,
Higher Level Alignment,
Higher Level Alignment,
Higher Level Alignment,
Higher Level Alignment,
Learning Labs, Mentoring, Role Playing,
Learning Labs, Mentoring, Role Playing,
Learning Labs, Mentoring, Role Playing,
Learning Labs, Mentoring, Role Playing,
Learning Labs, Mentoring, Role Playing,
Learning Labs, Mentoring, Role Playing,
Learning Labs, Mentoring, Role Playing,
Learning Labs, Mentoring, Role Playing,
Learning Labs, Mentoring, Role Playing,
Action Planning,
Action Planning,
Action Planning,
Action Planning,
Action Planning,
Coaching, Case Studies
Coaching, Case Studies
Coaching, Case Studies
Coaching, Case Studies
Coaching, Case Studies
Coaching, Case Studies
Coaching, Case Studies
Coaching, Case Studies
Coaching, Case Studies
Decision
-
Making
Decision
-
Making
Decision
-
Making
Decision
-
Making
Decision
-
Making
Tier 3 Collaborative Learning
Tier 3 Collaborative Learning
Tier 3 Collaborative Learning
Tier 3 Collaborative Learning
Tier 3 Collaborative Learning
Tier 3 Collaborative Learning
Tier 3 Collaborative Learning
Tier 3 Collaborative Learning
Tier 3 Collaborative Learning
Collaborative
Collaborative
Collaborative
Collaborative
Collaborative
Collaborative
Collaborative
Collaborative
Collaborative
Web
Web
Web
Web
Web
Web
Web
Web
Web
WORK WITH PEERS
WORK WITH PEERS
WORK WITH PEERS
WORK WITH PEERS
WORK WITH PEERS
WORK WITH PEERS
WORK WITH PEERS
WORK WITH PEERS
WORK WITH PEERS
Shared Analysis,
Shared Analysis,
Shared Analysis,
Shared Analysis,
Shared Analysis,
Live Virtual Classroom, e
-
Labs, Collaborative
Live Virtual Classroom, e
-
Labs, Collaborative
Live Virtual Classroom, e
-
Labs, Collaborative
Live Virtual Classroom, e
-
Labs, Collaborative
Live Virtual Classroom, e
-
Labs, Collaborative
Live Virtual Classroom, e
-
Labs, Collaborative
Live Virtual Classroom, e
-
Labs, Collaborative
Live Virtual Classroom, e
-
Labs, Collaborative
Live Virtual Classroom, e
-
Labs, Collaborative
Problem
-
Solving,
Problem
-
Solving,
Problem
-
Solving,
Problem
-
Solving,
Problem
-
Solving,
Sessions, Live Virtual Conferences, Virtual
Teaming
Networked Learning
Sessions, Live Virtual Conferences, Virtual
Teaming
Sessions, Live Virtual Conferences, Virtual
Teaming
Networked Learning
Sessions, Live Virtual Conferences, Virtual
Teaming
Sessions, Live Virtual Conferences, Virtual
Teaming
Networked Learning
Networked Learning
Sessions, Live Virtual Conferences, Virtual
Teaming
Sessions, Live Virtual Conferences, Virtual
Teaming
Sessions, Live Virtual Conferences, Virtual
Teaming
Sessions, Live Virtual Conferences, Virtual
Teaming
Networked Learning
Tier 2 Interactive Learning
Tier 2 Interactive Learning
Tier 2 Interactive Learning
Tier 2 Interactive Learning
Tier 2 Interactive Learning
Tier 2 Interactive Learning
Tier 2 Interactive Learning
Tier 2 Interactive Learning
Tier 2 Interactive Learning
Interactive
CD
-
Rom, Web, Handheld
Interactive
Interactive
CD
-
Rom, Web, Handheld
CD
-
Rom, Web, Handheld
Interactive
Interactive
CD
-
Rom, Web, Handheld
CD
-
Rom, Web, Handheld
Interactive
Interactive
Interactive
Interactive
CD
-
Rom, Web, Handheld
CD
-
Rom, Web, Handheld
CD
-
Rom, Web, Handheld
CD
-
Rom, Web, Handheld
TRY IT, PLAY IT, EXPERIENCE IT
TRY IT, PLAY IT, EXPERIENCE IT
TRY IT, PLAY IT, EXPERIENCE IT
TRY IT, PLAY IT, EXPERIENCE IT
TRY IT, PLAY IT, EXPERIENCE IT
TRY IT, PLAY IT, EXPERIENCE IT
TRY IT, PLAY IT, EXPERIENCE IT
TRY IT, PLAY IT, EXPERIENCE IT
TRY IT, PLAY IT, EXPERIENCE IT
Procedural
Procedural
Procedural
Procedural
Procedural
CBT/WBT Modules, Simulations
CBT/WBT Modules, Simulations
CBT/WBT Modules, Simulations
CBT/WBT Modules, Simulations
CBT/WBT Modules, Simulations
CBT/WBT Modules, Simulations
CBT/WBT Modules, Simulations
CBT/WBT Modules, Simulations
CBT/WBT Modules, Simulations
Understanding
Understanding
Understanding
Understanding
Understanding
Interactive Games
Application/Practice
Interactive Games
Interactive Games
Application/Practice
Interactive Games
Interactive Games
Application/Practice
Application/Practice
Interactive Games
Interactive Games
Interactive Games
Interactive Games
Application/Practice
CD-Rom, Web, Handheld, Satellite
Tier 1 Performance Support and Reference
Information
READ IT, SEE IT, HEAR IT
Conceptual
READ IT, SEE IT, HEAR IT
READ IT, SEE IT, HEAR IT
Conceptual
READ IT, SEE IT, HEAR IT
READ IT, SEE IT, HEAR IT
Conceptual
Conceptual
READ IT, SEE IT, HEAR IT
READ IT, SEE IT, HEAR IT
READ IT, SEE IT, HEAR IT
READ IT, SEE IT, HEAR IT
Conceptual
Web Lectures, Web Books, Job Aids, Videos, On
-
line
Awareness
Web Lectures, Web Books, Job Aids, Videos, On
-
line
Web Lectures, Web Books, Job Aids, Videos, On
-
line
Awareness
Web Lectures, Web Books, Job Aids, Videos, On
-
line
Web Lectures, Web Books, Job Aids, Videos, On
-
line
Awareness
Awareness
Web Lectures, Web Books, Job Aids, Videos, On
-
line
Web Lectures, Web Books, Job Aids, Videos, On
-
line
Web Lectures, Web Books, Job Aids, Videos, On
-
line
Web Lectures, Web Books, Job Aids, Videos, On
-
line
Awareness
Help, EPSS,
QuickViews
,
Webcasts
Help, EPSS,
QuickViews
,
Webcasts
Help, EPSS,
QuickViews
,
Webcasts
Help, EPSS,
QuickViews
,
Webcasts
Help, EPSS,
QuickViews
,
Webcasts
Help, EPSS,
QuickViews
,
Webcasts
Help, EPSS,
QuickViews
,
Webcasts
Help, EPSS,
QuickViews
,
Webcasts
Help, EPSS,
QuickViews
,
Webcasts
Understanding
Understanding
Understanding
Understanding
Understanding
7
Pervasive Learning Systems Edvisor -
Personalized, prescriptive learning paths

• Customized for each learning initiative, business
  unit, specific IBM group and IBM individual
• Enables high learning effectiveness for
  blended-design and e-Learning initiatives
• Immerses the IBMer in the key issues, motivates
  and guides the learning, fosters on-line
  collaboration and organizational readiness to
  change

• Next generation system

will be integrated into the IBM Dynamic workplace
A sophisticated, "online intelligent agent" -
innovation in learner engagement and learning
management
IBM Confidential
8
Example Role of the Manager_at_IBM Initiative
Reinforce Commitments Actions
Engage Managers Executives in the
Dialogue ManagerJam
In-Person Learning Labs
Web Based Learning
Sustaining the Dialogue Manager ActionNet

• Extensive executive involvement
• Cutting-edge blended design
• Teams participate, set shared commitments
• Personalized coaching for managers
• Ongoing dialogue to drive true transformation

9
Measuring the Transformation Business Results
Transformation of the Role of the Manager_at_IBM
Initiative
Business Results

• Changes in employee pulse survey results among
  both managers and employees
• In-depth survey samples to measure linkages among
  climate, employee opinion and performance
• Manager/participant reporting on their use of the
  concepts in changing their own behavior

• In-depth (sample survey) business case reviews to
  assess the quantifiable return on these randomly
  chosen action plans
• Improvement against the critical business
  performance objectives

• Deployment plan and actuals by business and
  geography
• Participation in web-based dialogues
• Action plans committed and pursued
• Enablers/disablers to success
• Participant satisfaction and perceived value

10
Implementation Strategies and Practices

• Suggestions
• Begin with an understanding of what companies
  have actually implemented and what is possible.
• Target a high learning priority and a particular
  population (such as Management Development).
• Consider buying proven approaches and systems and
  outsourcing services.
• Ensure that the learning initiative is fully
  integrated with other HR and IT strategies and
  practices.
• See measurements as a strategic friend.