employee mindshare: how much is too much tom clark – bank of america november 7, 2011

Employee Mindshare: How Much is Too MuchTom Clark – Bank of America

November 7, 2011

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The Story!

• One Month‒ Over 300 communications sent ‒ 12 huddles related to a specific change, delivered by the business‒ 14 initiatives with learning attached (compliance and change)

• YTD‒ 730,000 hours of learning (new hire/continuing ed/initiative)‒ 64% ILT, 15% WBT, 9% Web-Based, 1% Virtual LT‒ 20% New Hire, 55% Initiative/Continuing Ed, 25% Risk Related

• Results‒ Customer satisfaction with service agent was flat or declined‒ Operational metrics increased (AHT, Shrinkage, Availability)‒ Overall employee satisfaction was flat‒ Employee satisfaction with learning fell‒ Missed sales goals

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Supporting Employees in Challenging Time

• Tell the truth – we are in a season of change.

• Move away from traditional delivery methods. Mix it up and be creative.

• Design in bite size chunks of learning. Smaller is better.

• Integrate with performance support tools. (Google Effects on Memory)

• If you can’t measure it, does it matter? Really?

• Provide coaches with the right support.

‒ Standardized coaching model and tools to track (accountability).

‒ Get back to the basics and let them coach.

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Solutions to Manage the Flow

• Business governance and prioritization

‒ Be an advocate for the employee (and Learning) and say NO.

• Learning governance and prioritization (compliance, mission critical…)

• Create awareness with monthly and quarterly business review

‒ Speak in terms of the business not “learning” jargon

‒ Show them the money (cost/benefit analysis)

• 1 hour of training X 15,000 employees X $15 hr. fully loaded = $225,000

• Consider travel costs, instructor overhead and impact to shrinkage

‒ One calendar view – communications/learning/leader-led events to accurately depict all that we want our employees to absorb

Employee Impact Map Example

Sept Oct Nov Dec

Compliance

Initiative (Impacting 100+ Agents)

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Project D

Project C

Project F

Project G

Project H

Project I

Project A

Project B

Project E

Project 1

Project 14

Project 21

Project 4

Project 9

Project 10

Project 11Project 3

Project 16

Project 17

Project 13

Project 12

Project 5

Project 2

Project 6

Project 15Project 7

Project 8

Project 18

Project 20

Project 19

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Now It’s Your Turn

Questions, comments, solutions?

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Let’s Stay Connected

[email protected]

Twitter: @tomclarkTC

employee mindshare: how much is too much tom clark – bank of america november 7, 2011

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