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Gold Sponsor:
Silver Sponsors:
DESIGNING YOUR LEARNINGORGANIZATION FOR SUCCESS:
A CASE STUDY
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Memphis Light, Gas and Water Division (MLGW)Largest Three–Service Municipal Owned
Utility Memphis, Tennessee
Service Area Shelby
County
Population 900,000
Employees 2,600
Customers 430,000
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MLGW UniversityLaunched on
November 2006 by Board Resolution
Ribbon-cutting Ceremony
MLGW University Facilities
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Objective
Share MLGW’s
University’s model and
strategies used in
designing a successful
learning organization
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Designing the UniversityEstablish rationale for change
Current “State of Learning”“Vision” of the future
Establish a Steering CommitteeIndividuals who support learning or had a
vested interest in a strong learning organization
Steering Committee define the * What * Why* Benefits * Risks* Resources
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Training Departments
Corporate Universities
FocusRun classes based on popularity and demand
Align learning opportunities with the strategic plan
TechnologyTo increase accessibility; reduce cost
Utilize technology strategically in order to support and reinforce learning
PartnershipsOutsource training to minimize full-time head count in the department
Create outside partnerships to support organizational goals
LeadershipTraining is viewed as an interruption to productivity
Sr. management is actively involved in the learning process; sees a commitment to continuous learning as an enhancement to productivity
ToolsBuild individual’s inventory of skills
Focused to solve real business issues and improve performance on the job
Differences
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BenefitsEnsures alignment of learning and
development with corporate goals/objectivesEngages senior executives in the processBuilds core workplace competenciesCentralizes functions while allowing program
flexibility to business unitsPositions the Learning Organization as a
strategic business partner
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Learning PrinciplesLearning is an investment
rather than expenseThere is a positive correlation
between learning and performance
A strong learning organization adds value to a company
Successful companies are “committed” to continuous learning and knowledge management
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MissionTo provide learning experiences and organizational development services that support the delivery of utilities in a safe and efficient manner.
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A “Best-in-Class” customer centric learning organization
Vision
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ScopeThe Corporate University will offer a comprehensive human resources development (HRD) curriculum to support organizational and individual performance goals with focus on the strategic plan.
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MLGW University Core Functions
Assessments and Evaluations
Course Design/Development Process
Educational Support Programs
Employee Orientation
Executive Development
Human Resources Scorecard
Knowledge Management
Safety/Technical Training
Strategic Recruitment/Hiring
Succession Planning
Tuition Assistance Program
Workforce Planning/Development
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VP of HR
Board of Governance
Chief LearningOfficer
LearningCouncil
Schools of Learning
OperationalCommittees
MLGW University Governance & Curriculum Development Structure
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BUSINESS UNIT SCHOOLSConstruction
andMaintenanc
e
Businessand
Finance
General
Studies
Informatio
nTechnology
Engineering
Operations
Safety, Healt
hand
Security
Leadership
Development
Customer
Relationship Managemen
t
Schools of Learning
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College/ University Partnerships
Suppliers
Consultants
SME’s
Internal Adjunct Trainers
Core Staff
StaffingMLGW University Faculty
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Chief Learning Officer
Employee Development Supervisor
Safety and Technical Training
Supervisor
Assessment & Development Supervisor
Clerk
Protective Equipment Foreman Clerk
Safety / Training
Coordinators
Safety / Training
Specialists
Equipment Testers
Training and Development Specialists
Media Producer
Clerk
Training and Development Specialists
MLGW UNIVERSITY ORGANIZATIONAL CHART
Secretary
Number of positions - 36
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Build Strategic Alignment into your StructureThe strategic plan
forms the foundation for the structure
Structure allows business units some control of their curriculum
Structure allows for executive oversight
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Broad Curriculum (Examples)Each school has a curriculumGeneral Studies
EthicsBenefitsCompany Products and ServicesCommunity RelationsDiversity
Leadership DevelopmentNew SupervisorsDevelopment programs at all levelsExecutive On-Boarding
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Broad Curriculum (Examples) Construction Technology and Operations
Active Apprenticeship Programs
Professional Certifications
Job Readiness Training
Training for Upward Mobility
Customer Relationship ManagementCall Center Training
Quality Customer Service
Field Ambassador
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Varied Instructional StrategiesInstructor-led
On-the-job training
E-learning
Blended learning
Self-study
Peer-to-peer
(structured and unstructured)
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Learning EnvironmentWhere do we train?
Dedicated training facilityTen Operations and Customer Service CentersOutside training areas (simulations)On-the-JobOff site e-learning
When do we train?7:00 a.m. – 10:00 p.m.Monday - Saturday
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Key Components of a Successful Learning OrganizationShared Learning Principles
Support and Involvement of Senior Leadership
Involvement of Operational Departments and Business Units
Alignment of Curriculum and Learning Experiences with the Jobs and Objectives of the Business
Broad Curriculum, Varied Instructional Strategies and an Environment Conducive for Learning
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Questions!
Carolyn TurmanChief Learning Officer
Francenia JohnsonAssessment & Development
901-372-5670
