Integrating Learning and Business Work Flow

Session 7.5Presented by Peter Barrett and Gray FowlerBusiness Performance Technology

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

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

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

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

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

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

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

Traditionally addressed by creating separate learning, separate policy materials, separate business rules

eLearning CourseeLearning Course

Sales Department

RetailKioskRetailKiosk

Retail Stores

Sales Reps Consumers

What Info Is

Common?

Data

Edited for particular

use by SME/ID

Method of Delivery

User

App

licat

ion

Data

Data AccessedIn Real Time

Document

PDF

Retail Kiosk

WebsiteReference

E-LearningCourse

Output Formats:

IPod Format

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

Maintain consistency between business program and learning

Provide more efficient e-Learning development

“connects” e-Learning to business

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

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.

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

Sales: competitive info, positioning, price, availability, innovations

Customer Service: availability, positioning, innovations

Finance: pricing, availability Executive management: positioning,

innovation

SalesEditorPortal

Data

eLearning Course

Sales Department

RetailEditorPortal

RetailKiosk

Retail Stores

Co. WideEditor

Web Based

Reference

Company Wide

Sales Reps

Consumers

All Employees

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)

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

SME Incorporat

esFeedback

Learner Feedback Sent directly to SME

Output

Format

TargetAudience

Real-time feedback vetted by SME and re-incorporated into Master Data to establish and support best practices

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

Data pulled from

database based on process

Learner receives data based on queried process and can view in

multiple formats

Business Applicatio

n

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

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

InStepContentEditing Portal

Data

DataAccessed

inReal-time

Subject Matter Expert/ID Edits & Embellishes Existing Data

InStepContentEditing Portal

Data

DataAccessed in

Realtime

Subject Matter Expert/ID Edits &

Embellishes Existing Data

PublishProcess

OutputFormat

TargetAudiencesOutput

Format

OutputFormat

Sales Team

Consumer

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

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

Same core data created for each mortgage product

Each product included in a comprehensive PDF manual accessible online

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

CompetitiveMatrix

Client CriteriaMatching Tool

ProductManagers

Product Managers and other authorities review ,

update, and approve content

ProductContent Database

Product InputIntranet Form

CreateProduct

Specifications

Product managers add and edit

content

OutputTemplates

Data dynamically

pulled in real-time

ProductManual

PDF

Product Quick

Reference

TrainingModules

Product QuickReference

Documents Dynamically Published on

Demand

Cross SellingTools & LatestMarketing Info

Sales Portal Intranet Site

Interface withExisting CRM

Agency & Non-Agency Tools

Real-time FeedbackFrom LOs to Product Managers

Product Creator

Lender Paid MIMortgage Insurance Next >< Back

U.S. CitizensPermanent 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?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

Borrower Eligibility

Import from Database

Element used in 4 other products

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

ProductContent 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

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

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

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

Features & Benefits Competitive Info Product Positioning Product Manual Training

Fannie Mae Streamline Purchase PlusFeatures & Benefits Competitive Info Product Positioning Product Manual Training

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

Features & Benefits Competitive Info Product Positioning Product Manual Training

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

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

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