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Summary
Data demonstrated the existing solution was ineffective.
Data surfaced the problem.
Data surfaced a solution.
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The solution was sustainable.
The solution put the customer first.
Global Onboard Training Delivery
Reduced average global ramp-up to productivity by 12%
According to Gallup, only 12% of employees strongly agree that their organization does a great job onboarding new employees
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THE OUTCOME
Success was measured by marked improvement of time to productivity at each site and resulted in an overall 12% reduction in global time to productivity after 6 months.
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The delivery model was successful as it:
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Made the information relatable and more memorable
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Made a direct connection from the process to the use cases
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Helped support engineers understand when and why the customer seeks help
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Made it easier to relate to the customer
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Focused attention on "helping the customer" instead of just "learning a process"
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WHAT I DID
I was engaged to lead a project and present my findings to the global leadership team.Â
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4 week observation period
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Training observed virtually (starting shift at 2 AM due to TZ alignment) and onsite
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Observed: curriculum outline, resources and visual aids used, trainer knowledge, time allocation to instructor-led versus self-guided, delivery
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While information shared was consistent across sites, the delivery was not. The site that consistently performed well, with the shortest ramp up time, presented the each topic from the customer perspective.
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After presenting my findings, I proposed a project to implement a standard delivery structure and worked with the trainer and SME's from the top performing site to put this together.
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THE PROBLEM
The average ramp-up to productivity time variance across each of the five sites was significant despite global standardization of the onboarding process.
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Onboarding included 8 weeks of training and 4 weeks of "nesting" and was consistent across sites.
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Trainers at each site followed the same curriculum and utilized the same resources.
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All new hires were required to complete the same coursework and pass the same assessments.
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Coursework and assessments were accessed and tracked through a global LMS.
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Time to productivity was measured consistently across all 5 sites.
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Data showed a correlation between time to productivity and the site's performance. Despite implementation of global onboarding standardization, time to productivity continued to be a problem for multiple sites.
See other achievements
Most employees will meet clearly communicated, accountable expectations — a small minority will struggle even with support, and another group will exceed expectations on their own drive. If that's true across the board, the variable isn't effort — it's expectation: what are you setting, and how are you driving it?
Knowledge matters. Ability to effectively share knowledge and teach understanding beyond information on a screen was developed through extensive study of Adult Learning Theory and how people think, and grounded in deep expertise in cloud architecture. Experienced building and managing a scalable learning platform and promoting a culture of learning and environment for knowledge sharing.
Looking beyond the line graphs tracking metrics in a performance dashboard. Digging deep into the numbers to uncover the hidden patterns that others miss and surfacing insight that matters. Relating patterns to behaviors to see "behind the scenes" of the story told by the numbers, and using this insight to drive outcomes and deliver results.
How information is delivered,
and how information is interpreted matters.