Learning Re-imaged:
After the Acquisition
Chandra Holland
HRIS Implementer/Training Specialist
CompuCom
Quick Facts
•
CompuCom supports clients in thirteen languages and has Dell, HP/Compaq,
IBM/Lenovo, Toshiba, Gateway, and Sony PCs under OEM management, among
others.
•
1,000+ clients in various industries
•
100+ sales and service locations across North America
•
3,000+ technical engineers across North America
•
11,000+ associates
•
60,000+ industry certifications
•
1,200+ application developers with Microsoft, IBM, and Sun Microsystems
expertise
•
Recognized as a leader in service desk, desktop support, and service excellence
by IT industry analysts
•
In cooperation with six other partner companies, is a founding member of the
Global Workspace Alliance, an international partner network spanning the
European, American and Asian markets.
Clients?
• CIGNA
• E. & J. Gallo Winery
• Hamilton Health Science
• Kings County Hospital
• LifeGift Organ Donation Center
• Office Depot, Inc.
• Parmalat
• Petrobras
• Radian
• Sunoco
Awards/Recognition
•
Gartner Magic Quadrant Leader
•
Positioned as a Leader in Gartner's “North American Desktop Outsourcing
Services and Help Desk Outsourcing Services,” 2005, 2006, 2007, 2008 and 2009
Magic Quadrant
•
Top Network LAN WAN Management Outsourcer
•
Ranked in top 50 global IT outsourcing companies in 2008, Brown-Wilson Group
survey
•
One of two companies to achieve Service Capability and Performance (SCP)
certification for 11 consecutive years
•
Microsoft Partner of the Year
•
Awarded the Partner of the Year Award for Operational Excellence by Microsoft
Corporation, 2003, 2004, 2005, 2006, 2007 and 2008
•
Named “Top Services Partner of the Year” by Cisco Canada in 2008
•
Ranked as ITSM Best-in-Class leader by Aberdeen in 2008
Where We’re Coming From
• 8 years eLearning
• 85% utilization/completions
• IT-focused
• SVP support – visibility
• Culture Driven
CompuCom Strategic Visioning Workshop
with Dorman Woodall
•
A five-stage framework that maps the path
to learning maturity for an organization and
its learning programs
•
Creates a blueprint focused on the
alignment of learning to talent needs and
obtaining the critical objectives for each
stage
•
Provides sound strategies to increase the
overall performance of learners and teams
that accelerate successful results
Where would your
organization like
to be in the next 1
to 3 Years?
Stage 5
Stage 4
Optimize
Stage 3
Systematic
Stage 2
Strategic
Stage 1
Target
Supplement
Manage
Learning
Align
Learning
Integrate
Learning
Enterprisewide
Learning
Initiate
Learning
Acquisition
As an executive or manager, what are the first thoughts
which come to your mind?
Most Associates?
Tools vs. Management Skills:
Comparing Programs
• Them:
 Process training conducted by HR consultants
 360-degree feedback
 Managing/developing associates
• Us:
 Process training provided via Intranet/online resources
 Relied on annual surveys
 Managing/developing associates
Defining a Global Enterprise Solution
• Unifying Cultural Environments
• Defining a Business Strategy
• Developing a Training Strategy
Solution Outcome?
Happy Customers
that buy more &
tell their friends
Qualified
Associate
Problem
Solvers
Engaged
Associate
Retain Best
Associate
Manager
Selling
Associate
Caring
Prideful
Professional
Associates
Compliance
Training 2%
Achieving Globalization
The Look of Global Enterprise
Learning
Management
“Teamwork is the ability to work
together toward a common vision.
The ability to direct individual
accomplishments toward
organizational objectives. It is the
fuel that allows common people to
attain uncommon results.”
Company Goals and Objectives
• Goal #1 A Strategy for Quality and Capability
• Goal #2 A Strategy for Excellence
• Goal #3 A Strategy for Growth and Agility
Goal #1 A Strategy for Quality and
Capability
•
2,500+ courses
•
8,000+ business/technology
books
•
3,200 full-time technical
associates
•
46,000+ industry certifications
•
Dispatch technicians 100+
certifications
Tie performance to career development
and succession planning
Goal #2 A Strategy for Excellence
Average tenure for above expectation and
exceeds expectation rated technicians = 6.4
years
Company
Average
=
4.1 years
Goal #3 A Strategy for Growth and Agility
Performance Management Tool
• Appraisals
• Track Milestones
• Manage Corporate Goal Achievements
• Report on key metrics
• Identify Top Performers
What’s in a Name?
Why Him?
The people who are portrayed
on the bills were chosen in
1928
Grant commanded the Union
army during the Civil War
Bill Facts:
“Average Life“ in circulation is 55
months
5% of all notes printed
End result?
Often called a Grant today
Re-Branding
Factors we considered:
•
•
•
Reputation
One “team” theme
Global Enterprise Solution
Learning Management System
• Training Initiatives






On-boarding, Manager & Leadership Training
Compliance Requirements
Peer-to-Peer Development
Career & Personal/Professional Development
Reporting & ROI
Partnership Agreements & Certifications
 ISO 20000
 ITIL
 Six Sigma
How Associates Learn
New Policies
• Executive Buy-in/Sponsorship
• Communication Plan
Managers
•Training
•HR Consultants
SR Leaders
•Communications
•Intranet
•Systems
•Feedback
Associates
Acclimating/Managing Cultures
• Legacy-CompuCom
• Acquired companies
• New Managers – new to the
company
• New Managers – promoted
from within
Manager Training
Career Development/Succession Planning
Employee
Talent and
Skills
Bank
Career
Mapping
Succession
Planning
Solution allowing CompuCom to effectively manage, motivate, and
retain talented associates
Knowledge Centers:
Tied to Business Goals & Initiatives
Project
Management
Leadership
Sales
Manager Leadership Training
Management Functions
(Client Focus)
Building Ability (Can do) OR
Delivering the highest quality of
service to our clients within
agreement parameters while
remaining profitable
(Core Value - Excellence - Win-Win)
Responsibility
Hiring and Onboarding New
Associates, Temps, and Contractors
Tools from the Manager's Toolbox
(Webinar and BrainShark Training)
Management Skills
(ILT CORE Management Training)
Requisition Forms, Hiring Process,
Interviewing and Selection Skills
tips for outstanding people selection,
evaluation form, Associate
Competencies
Negotiating successfully with
Contractor vendors to get best price
Training & Development
STAR Center - Management Portal,
Compliance Training Guidelines,
Compliance Training, Training
Request Form, Tuition
Reimbursement Program
Building a learning path, certification
training, compliance training,
assigning and tracking courses,
Conducting Meetings
Meetings and Conference Calls,
Communications Cabinet
Conducting effective meetings,
teambuilding, decision making,
communication skills (effective
listening, facilitating)
Building Aspiration (Want to do) - Motivating and Engaging Employees ACF, LiveWIRE Rewards and
OR offer our clients employees who
Recognition Program
desire to give discretionary effort
and exhibit a positive and friendly
attitude
(Core Value - Respect, Win-Win,
Excellence - with a sense of urgency)
Understand motivational factors,
evaluate and apply appropriate
reward and recognitions to various
employees according to the their
internal drivers, establishing
challenging assignments, ensuring job
fit
Language Lab
• Six Languages






English
French
Spanish
German
Italian
Dutch
• Benefits





Performance
Cost
Indirect
Process Efficiencies
Learner
Performance Management
• Managing Individual Performance
 Performance Review cycle
• Achieving Goals
 Aligned to Business Goals/Initiatives
• Developing Top Performers
 Tied to LMS & CDSP  assigned objectives & competencies
Applicant Tracking System
• Key on-boarding Tool
 Communicate with HRIS
 Monitor Candidate Flow
 Build Talent Pools
 Vendor Management
 Tied to Learning Management, Performance Management
and Career Development/Succession Planning systems
Tying It All Together