Webinar:

Using Performance Support

Solutions to close Knowledge Gaps

Host:

Anusha Jain

Vice-President, G-Cube

Presenter:

Hans Ramaker

Director, Philips University

Internal use only

About G-Cube

Established : Year 2000

Business : Learning Products & Services

Markets : US 40%, Europe 40%

Australia & Rest 30%

Customers : 350+ customers across globe

Locations : India, US & Canada

Workforce : 300+ people on payroll globally

Growth : 30%+ Y.O.Y Growth for Last 5

Years

Internal use only

About G-Cube

• Fastest 50 Growing Company in IT/ITeS space in India, 5 years in a row by Delloite

• Fastest 500 Growing Company in IT/ITeS space in Asia pacific, 5 years in a row by Delloite

• Top 100 companies in the Asia Pacific region by Red Herring

• NASSCOM - Among Fastest 50 Emerging IT/ ITesCompanies

• Co-Founders recognized by Fortune magazine in '40 under 40' entrepreneurs list in 2014

• Our CEO, recognized as Top 10 e-Learning Movers & Shakers in Asia-Pacific region for two consecutive years now

• Among Top 10 e-Learning Companies, 2 years in row by TrainingIndustry.com

• 15+ Awards for our LMS, WiZDOM. Including feature amongst top 15 LMS worldwide for 2 consecutive year

Internal use only

The Presenter

Hans Ramaker joined Philips Lighting as Senior

Director - Learning innovations and

technology after several years of learning

experience at Toshiba medical systems and

Philips Healthcare.

Hans is responsible for introducing and

implementing new learning technologies within

Philips to make learning more efficient and

reduce the overall costs of training. He is also

responsible for the Performance support

structure within the Philips Organization.

Internal use onlyConnected LED lighting2015

Sales 2014: EUR 21.4 billion

More then 100 countries

Employees:108,000

Segments:

•Healthcare

•Lighting

•Consumer Lifestyle

Internal use only

Lighting

Outdoor:

•street lighting

•car lights

•residential areas

•sports arenas

Specific applications:

•horticulture

•water purification

Indoor:

•homes

•shops

•offices

•schools

•hotels

•factories

•hospitals

Internal use only

Poll Time!

How do you define Performance Support?

Internal use only

* Bob Mosher

The 5 moments of need

Internal use only Philips University, August 2014

Study time

0

50

100

150

1980 1985 1990 1995 2000 2005 2010 2015

Study time

New

Products/year

Internal use only

Learner Practitioner Expert

Formal SocialExperiential

* Bob Mosher

Internal use only

Formal learning

Forgetting curve

12

Internal use only 13

* Manfred Spitzer 2015

Formal learning

Classroom

Internal use only 14

* Manfred Spitzer 2015

Formal learning

Online Coursework

Internal use only

Poll Time!

How much of your learning and training strategy includes performance

support and job aids?

Internal use only* Charles Jennings 2014

16

Retention rate

Internal use only

Learning methods internal staff

Philips Lighting Academy

Social

learning

20%

% % %

Internal staff

External customers

Performing

task

18

Internal use only

Learning methods for PractitionersInternal and external practitioners

Social

learning

20%

Performing

task

Formal

learning

10%

Performer

support

70%

CommunitiesSocial learningJob coaching

Sharing CasesUpdate e-learningsKnowledge dBCertification

WorkshopsSimulation HW/SWPractice online

Workflow integrated information

19

Internal use only

* Charles Jennings 2014

Internal use only

Our focus needs a shift

90

8

2

50

25

25

75

15

10

Formal Learning

Quiz/ test

E-learning modules

Books

Webinars

Video

(V) Class sessions

Social Learning

Communities

Communities of Practice

Peer Coaching

Managerial Coaching

Mentoring program

Expert sharing Sessions

Buddy-ing/Shadowing

Experiential Learning

Solving problems

Challenging assignments

Practice in new initiatives

day-to-day activities

JIT information in the workflow

Support @ moment of needFocus A

rea

Internal use only

Learning methods for PractitionersFrom content to context

Examples:

22

Awareness training

Software application training

Process training

System Sales training

Awareness Quiz

Installation training

End user training

Internal use only

Learning methods for PractitionersAwareness training – From Lumen to Human

23

Inspirational cards based on user

experience. Information available

anytime, anyplace, anywhere.

from content to context

Internal use only

Learning methods for PractitionersAwareness Quiz – Beat the best

24

SMS from

your mam?

No, I’m

playing

lighting quiz.

Like to join?

Internal use only

Learning methods for PractitionersSoftware application

25

Team tool

All Managers

Role and task based

information added in the

workflow, delivered at

the moment of need.

Internal use only

Learning methods for PractitionersProcess steps information in the workflow

26

Smart menu to pull information based on need:

- Subject

- Level of detail.

Internal use only

Learning methods for PractitionersLighting systems Sales support

27

Information support

Preventing Learning

0

50

100

150

1980 1985 1990 1995 2000 2005 2010 2015

Information @ moment of need

Internal use only

Learning methods for PractitionersInstallation & configuration – JIT – WIP

28

Knowledge and skills integration

into the workflow

Interactive information into (e)Manuals:

Video, e-learning, checklists etc.

Demo box:

Demonstrate possibilities

Simulate StoreWise (sales, installer)

Practice the installation and configuration.

User Cases

(3)

Virtual demo box

Installation

animations

Interactive

manuals

Skills Learning

Configuration

Knowledge Learning

Installation

Internal use only

Poll Time!

What has been your biggest challenge in implementing performance

support?

Internal use only

PPM mid-year: 70:20:10

30

Internal use only 31

Non learning option

Internal use only

Questions?

We are always willing to talk more!!

Please feel free to reach us at:

Anusha Jain

info@gc-solutions.net