Gain the business advantage Improve people performance · PDF fileSlide title minimum 48 pt Slide subtitle minimum 30 pt Gain the business advantage – Improve people performance

Slide title

minimum 48 pt

Slide subtitle

minimum 30 pt

Gain the business advantage – Improve people performance

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text in the footer area Learning Services Customer Presentation | © Ericsson AB 2010 | 2010-04-30 | Page 2

WHAT DOES ERICSSON KNOW ABOUT COMPETENCE?

With our experience in operating

multiple networks with 370 million

subscribers we have built our

capability to manage competence

requirements for telecom staff.

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What challenges Do you Have?

SECURE CAPABILITIES FOR

NETWORK PERFORMANCE

DECREASE COST & RISK IN

COMPETENCE SHIFT

INCREASE EFFECTIVENESS OF

COMPETENCE MANAGEMENT

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Secure capabilities for network performance

- A CASE

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THE SOLUTION

THE CHALLENGE


› Operational Readiness Program including:

– Competence transfer program (SKT) for key engineers

– Competence Gap Analysis (CGA) though online

assessments

– Competence development plans for key personnel

– Blended learning with a mix of ILT, SKT and OJT activities

– Regular KPI reporting on the progress

› Poor network quality

› Competitor launch, need to improve market perception

› Major sporting event with advanced 3G services

› Low customer satisfaction, increasing churn

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THE RESULT

› ERICSSON – 1

- Starts network operational responsibility

- Improves service quality

- Provides competence transfer

› CUSTOMER – 2

- Takes over from Ericsson

- Maintains service quality

- Competence transfer completed

1

KPI fullfillment (%)

2

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Ericsson brings a

world-class skill set to

those areas where we

need to improve Customer CTO

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Decrease cost & risk in competence shift - A CASE

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Decrease cost & risk in competence shift

THE SOLUTION

THE CHALLENGE

› Multi-country operator in expansion & growing rapidly

› Preparing for 3G competence shift across diverse OpCos

› Misaligned people, processes, systems and data structures

› Poor competence and talent management strategies

negatively impacting recruitment and retention

› Aligning people, processes and systems across all OpCo’s

› Standardization, leveraging synergies and re-use,

› Aligning Job roles & career structure

› Competence Gap Analysis (CGA), Assessment Programs,

Structured Knowledge Transfer (SKT) to manage 3G

competence shift

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THE RESULT

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

AS IS TO BE

Senior Experienced Assessed

› Desired competence pyramid reached

› Job rotation program to utilize over-

skilled staff

› Increased business focus through

integration of Competence and

Performance Management processes

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We needed a partner to develop

this framework with us building

on years of in-house expertise

while incorporating industry best

practices and operating models Group Engineering and Planning Director

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Increase effectiveness for competence management - A CASE

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Increase effectiveness for competence management

THE CHALLENGE

THE SOLUTION

THE CHALLENGE

› Parallel structures with high competence mngmt cost

› Low visibility on full cost picture

› Urgent need to prepare for large 3G competence shift

› Service Level Agreement for Competence

Management

– Common competence management process

– Consolidated training plans, budgets and forecasts

– External certification programs

– Increased use of eLearning – to reduce travel costs

– Use of KPIs for vendor management

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THE RESULT


Certifications

› Time to 3G and IP competence & fast

induction of new employees

› Cost effective methods & talent retention

› Control of cost, quality and planning (for

both vendors & internal delivery)

› Savings redeployed into strategic

competence initiatives

› Competence management process

reduced admin costs with 25 %

› Increased use of eLearning reduced travel

costs by 25%

Cost per Student Day

Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4

Co

st

2005 2006 2007 2008 2009

0

100

200

300

400

500

2005 2006 2007 2008 2009 2010*

*Forecast

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Our cost visibility improved

significantly, leading to more

effective cost management

and the ability to fund

strategic competence

development initiatives HR Director

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the right approach for your organization?

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Identifying THE ability to handle Competence management

Add Hoc

Established

Aligned

Strategic

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Do you know where you are?

Aligned

Add Hoc

Strategic

Established

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Succession Planning

Our assets to do it!

CGA – Competence Gap Analysis

SKT– Structured Knowledge Transfer

Individual assessment

Competence framework

e/mLearning development and implementation

Leadership training

Business training

Sales training

Communication skills

Mentoring in Live Networks

Seminar/workshop

webinar

eLearning

Short article

Video clip

Excellent processes, methods and tools proven in

Competence transformation programs driven both

Internally and externally across multiple regions

LEARNING CONSULTING

Course PORTFOLIO

DELIVERY METHODS

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This is learning services

28 Education Centers

worldwide

More than 500 experi-

enced consultants and

instructors

More than 1000

courses in the Portfolio

Telecom technology

leader

Deliveries in more than

140 countries

Consultancy projects

in more than 60

countries

More than 300 000

student days per year

World leader in

Managed Services

LEADER IN

TELECOM LEARNING

& CONSULTANCY

SERVICES

Combining global strengths with local expertise

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We work for you

OPERATIONAL CONSULTANTS

LEARNING & PERFORMANCE

CONSULTANTS

LEARNING ARCHITECTS

PROJECT MANAGERS

MENTORS/COACHS

TECHNICAL INSTRUCTORS

Documents

Gain the business advantage Improve people performance · PDF fileSlide title minimum 48 pt Slide subtitle minimum 30 pt Gain the business advantage – Improve people performance