Deliver the Right Actions where you meet your Customer, at the Front-Line of Operations
Performance Learning Generates Consistent Results
Tie real business performance within the intersection of learning to performance to results. Is that possible in a relatively high-attrition, mixed skilled, multi-culture, and extremely competitive set of operating markets? It requires clear thought on addressing a holistic view on the third leg of the performance triangle: the human performance, and their corresponding talent and right action development.
Modern front-line and corporate learning programs focus on delivery. New ways for delivering content (e.g. small packet learning), multi-channel learning, use of games, and off-the-shelf self-administered content. Are these learning methods set tied to the tight, in context changing, on-line learning management, and demands of the demands in today’s market? If your organization is working to generate greater use of insight to achieve “more competitive” growth the pressure on front-line performance is heightened to an extreme.
Disciplined Action on Insights – Creating Front-Line Performance
Most valuable insights, at whatever level, occur in short periods of time that ask for fast reactions. Creating fast reactions where the insight needs to be applied, at the point of the customer interaction or front-line decision, requires a level of change communication that is difficult to execute. The result of not performing this change and communication is wasting the opportunity, or in some cases creating negative consequences by appearing to be disconnected or not listening to a customer.
The Agile elements of Performance Learning enable new levels execution against insights that arise creating change in interactions, action steps, or messages. The Performance Learning does this by providing at the point multi-mode learning, tied to the actual work step experiences, in micro or Piece-Based learning, and with great rapid reaction to new changes involved in the unique value that insight opportunities create. Finally, by being tightly assigned and measured this Agile Performance Learning provides real-time feedback on how the front-line is performing in applying the insight and adjustments that may be needed to continuously optimize the performance through a specific opportunistic period of time.
“GrowthOps tied learning directly to into business insight needs. We applied directed learning support tightly into the critical Customer Moment where our operational teams capture customers or lose them. We delivered this remotely and in short “learning bursts” based on GrowthOps designs and delivered / measured through GrowthOps Performance Learning.”
Performance Learning & Insight Integration – Tailored Business to Learning Measurement
Over time, integrating the measurement of learning and skills into insight-driven business results provides the final performance maximizer. Ultimately, the same availability of Customer, Operations, Market, and Front-Line Team information provides the ability to link those trends and take the final step in maximizing performance. Understanding clear cause and affect of where individual business activities have performance gaps.
We have all experienced these cases where a weak-link in the front-line steps destroyed all of the other great planning, carefully constructed insight on the right experiences, and end-customer value. There are many examples, to name a few that are common and repeated horror stories: exchanging phone plans in a third party sales outlet, connecting a lease offer on a vehicle to the actual published details, dealing with warranty issues on an electronic device, dealing with returns on a retail purchase, working through correct insurance and health invoicing on a medical treatment to name a few examples. What if in these cases, the overall business could connect the occurrence and recognition of these issues with the development of the right skills / skills application, and integrate the decisions with the actions with the skills in a highly dynamic way. It achieves a very tight kick in the closing leg of a very competitive and high performing race.
Ultimately, the delivery of the results of Growth and Operational Strength can’t be complete with this ability to achieve Performance Learning.
Performance Learning generates the human element of business by:
Creating a highly measured across the use of the learning achievement, and team performance enabling adjustments and refinement;
Integration with results via a highly adjustable in an “agile” delivery and operations approach that enables rapid feedback and rapid innovation to respond to new needs or identified performance gaps;
Delivery via an engaging, contextualized, and experiential manner that is easily accessed at point of need. (i.e. channel, modality, delivery mechanisms, and timing) that creates high engagement and learning retention;
Crossing and inter-connecting the application of the knowledge developed, coaching, quality, performance measurement, and recognition; and
Provided across a broad Performance Learning Solution that reinforces and delivers performance in a way that can fit to multiple business units, variety of roles, and differing business situations.