Business driven learning solution particularly suitable for sales-oriented organizations

• US 7,974,864 B2
• Filed: 02/26/2010
• Issued: 07/05/2011
• Est. Priority Date: 06/28/2002
• Status: Active Grant

• Current Assignee: Accenture Global Services Limited (Accenture PLC)
• Original Assignee: Accenture Global Services Limited (Accenture PLC)
• Inventors: Koldyke, Brian Leighton, Stovall, Thomas Kenneth, Hubbell, John R., Marek, Renata, Draper, William Christopher
• Primary Examiner(s): CHOI, PETER H
• Application Number:
  US12/714,025
• Publication Number:
  US 20100205027A1
• Time in Patent Office: 494 Days
• Field of Search: 705/10, 705/7
• US Class Current: 705/7.11
• CPC Class Codes: G06Q 10/063 Operations research, analysis or management
• CPC Class Codes: G06Q 10/0631 Resource planning, allocation, distributing or scheduling for enterprises or organisations
• CPC Class Codes: G06Q 10/06313 Resource planning in a project environment
• CPC Class Codes: G06Q 10/06315 Needs-based resource requirements planning or analysis
• CPC Class Codes: G06Q 10/0637 Strategic management or analysis, e.g. setting a goal or target of an organisation; Planning actions based on goals; Analysis or evaluation of effectiveness of goals
• CPC Class Codes: G06Q 10/06393 Score-carding, benchmarking or key performance indicator [KPI] analysis
• CPC Class Codes: G06Q 10/06398 Performance of employee with respect to a job function
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: G06Q 10/103 Workflow collaboration or project management
• CPC Class Codes: G06Q 50/205 Education administration or guidance
• CPC Class Codes: G06Q 50/2057 Career enhancement or continuing education service
• CPC Class Codes: G09B 7/02 of the type wherein the student is expected to construct an answer to the question which is presented or wherein the machine gives an answer to the question presented by a student
• CPC Class Codes: G09B 7/04 characterised by modifying the teaching programme in response to a wrong answer, e.g. repeating the question, supplying a further explanation

Abstract

Disclosed is a business driven learning solution and related methods for managing the learning and training needs of a sales-oriented organization in a manner that is responsive to dynamic business needs. The invention employs modules of interrelated and interdependent business processes for the identification and prioritization of learning needs, the selection of learning approaches, the development of learning content, the coordination and delivery of learning instruction, and the overall management and administration learning efforts. Embodiments of the inventions disclosed include sales training objects to provide a template for sales training that is focused on a solution, and how to position and sell the solution, rather than on the products that make up the solution. As a result, the sales force is educated, understands the customers'"'"' business requirements, and is able to craft specific value propositions to a given customer with respect to that solution. Thus, the training is customer-centric as opposed to product-centric.

Claims

1. A system for managing business driven learning efforts to meet learning needs of a sales-based organization, the system comprising:

a processor; and

computer-readable medium encoding instructions for managing the business driven learning efforts, the instructions comprising modules of interrelated and interdependent business processes for execution by the processor, including;

a business strategy alignment module configured to receive a request that identifies a first learning need related to a customer solution, and to accept the request or deny the request in view of recognized and prioritized learning needs of the sales-based organization;

wherein the business strategy alignment module is further configured to select a learning approach to meet the first learning need, and

wherein the customer solution comprises a group of products for meeting business needs of a customer of the sales-based organization, and

a content management module configured to design, procure, and manage a first learning effort comprising information relating to an interplay of the products associated with the customer solution, wherein the first learning effort is based on the selected learning approach;

a delivery module configured to coordinate delivery of learning solution resources for providing the first learning effort to members of the sales-based organization or departments within the sales-based organization across a plurality of training media; and

a learning administration module configured to manage and track availability, delivery, and results of the first learning effort in relation to the members or the departments.

2. The system according to claim 1, wherein the instructions further comprise a learning business management module configured to assess whether the business driven learning efforts are meeting business goals, strategies and priorities of the sales-based organization.

3. The system according to claim 2, wherein the assessment by the learning business management module comprises:

receiving performance metrics regarding the first learning effort from the content management module, the delivery module, and the learning administration module;

comparing the performance metrics against predetermined minimum service levels; and

revising operations of the business strategy alignment module, the content management module, or the delivery module in an effort to have the performance metrics meet the predetermined minimum service levels.

4. The system according to claim 1, further comprising estimating a cost for developing and delivering the first learning effort and comparing the estimated cost to an associated budget allocation.

5. The system according to claim 1, wherein the content management module is further configured to develop learning content related to the information according to budget restraints, initial content design requirements, and delivery timelines from the business strategy alignment module.

6. The system according to claim 5, wherein the content management module includes training mechanisms selected from the group of the following:

a customer solutions overview object for synopsizing a business strategy behind the customer solution,

a customer business needs object for showing techniques for determining the business needs of the customer,

a customer solution components object for developing understanding of the group of products of the customer solution, and

a competition object for developing an understanding of comparable competitor offerings.

7. The system according to claim 6, wherein the customer solution components object is configured to perform at least one of the following:

describing key features of each product in the group of products in a context of the business needs of the customer;

presenting a competitive comparison for each product in the group of products in the context of the business needs of the customer;

allowing practice in designing solutions for selected scenarios for the customer; and

instructing on how to ensure compatibility of the customer solution with a current environment of the customer.

8. The system according to claim 1, wherein the content management module is configured to create, manage, and operate a central repository of learning content related to the information and at least one knowledge object associated with the learning content.

9. The system according to claim 8, wherein the content management module is configured to tag and catalog the learning content for reuse in future learning efforts.

10. The system according to claim 1 wherein the appropriate learning approach comprises at least one of the following:

a new learning effort, a modified learning effort, and documentation.

11. The system according to claim 1, wherein the request comprises an electronically submitted request.

12. The system according to claim 1, wherein the request contains responses to standardized queries for providing detailed information about the first learning need to the business strategy alignment module.

13. The system of claim 1, further comprising a knowledge object associated with the information, wherein the knowledge object comprises at least one of the following:

a value propositions object for developing an understanding of a value proposition offered by the customer solution, and

a cost justification tools and techniques object for presenting instruction on justifying cost for the customer, including identifying when cost justification may be required for the customer.

14. The system of claim 1, wherein the learning administration module is further configured to provide at least one of the following:

registrar processes for tracking training records of a learner or availability of course offerings, curriculum management processes, course registration processes, course fulfillment support processes, and training results record keeping processes.

43. The system for claim 1, wherein the business strategy alignment module is further configured to require a more detailed request for the first learning effort.

15. A method for managing business-driven learning efforts to meet learning needs of a sales-based organization, the method comprising:

providing a system comprising

a memory to store instructions,

a processor having a plurality of software modules for accessing the instructions stored in the memory, wherein the plurality of software modules comprise a business strategy alignment module, a content management module, a delivery module, and a learning administration module; and

executing the instructions by the processor to perform;

receiving, by the business strategy alignment module, a request that identifies a first learning need related to a customer solution, wherein the customer solution comprises a group of products for meeting business needs of a customer of the sales-based organization; and

accepting the request or denying the request, by the business strategy alignment module, in view of recognized and prioritized learning needs of the sales-based organization, wherein accepting the request further comprises selecting a learning approach to meet the first learning need;

designing, procuring and managing a first learning effort comprising information relating to an interplay of the products associated with the customer solution,

wherein the first learning effort is based on the selected learning approach, and

wherein designing, procuring and managing is performed by the content management module, and

coordinating, by the delivery module, learning solution resources for providing the first learning effort to members of the sales-based organization or departments within the sales-based organization across a plurality of training media; and

managing and tracking availability, delivery, and results of the first learning effort in relation to the members or the departments, by the learning administration module.

16. The method according to claim 15, further comprising assessing whether the business driven learning efforts meet strategic business goals and priorities of the sales-based organization.

17. The method according to claim 16, wherein assessing comprises:

receiving performance metrics regarding the first learning effort from the content management module, the delivery module, and the learning administration module;

comparing the performance metrics against predetermined minimum service levels; and

revising operations of the business strategy alignment module, the content management module, or the delivery module in an effort to have the performance metrics meet the predetermined minimum service levels.

18. The method according to claim 15, further comprising estimating a cost for developing and delivering the first learning effort, and comparing the estimated cost to an associated budget allocation.

19. The method according to claim 15, further comprising developing learning content related to the information according to budget restraints, initial content design requirements, and delivery timelines from recognizing and prioritizing the learning needs.

20. The method according to claim 15, wherein designing, procuring and managing the first learning effort comprises at least one of the following:

synopsizing a business strategy behind the customer solution;

showing techniques for determining the business needs of the customer;

developing understanding of the group of products of the customer solution; and

developing an understanding of comparable competitor offerings.

21. The method according to claim 20, wherein developing the understanding of the group of products comprises at least one of the following:

describing key features of each product in the group of products in a context of the business needs of the customer;

presenting a competitive comparison for each product in the group of products in the context of the business needs of the customer;

allowing practice in designing solutions for selected scenarios for the customer; and

instructing on how to ensure compatibility of the customer solution with a current environment of the customer.

22. The method according to claim 15, further comprising creating, managing, and operating a central repository of learning content related to the information and at least one knowledge object associated with the learning content.

23. The method according to claim 22, further comprising tagging and cataloging the learning content for reuse in future learning efforts.

24. The method according to claim 15, wherein the selected learning approach comprises at least one of the following:

a new learning effort, a modified learning effort, and documentation.

25. The method according to claim 15, further comprising receiving the request electronically.

26. The method according to claim 15, further comprising obtaining detailed information about the first learning need from processing responses to standardized queries in the request.

27. The method according to claim 15, further comprising at least one of the following:

developing an understanding of a value proposition offered by the customer solution, and

presenting instruction on justifying cost for the customer, including identifying when cost justification may be required for the customer.

28. The method according to claim 15, wherein managing and tracking the availability, the delivery and the results of the first learning effort include providing at least one of the following:

registrar processes for tracking training records of a learner or availability of course offerings, curriculum management processes, course registration processes, course fulfillment support processes, and training results record keeping processes.

44. The method according to 15, further comprising the business strategy alignment module requiring a more detailed request for the first learning effort.

29. A computer program embodied on a computer readable medium for managing business-driven learning efforts to meet learning needs of a sales-based organization, wherein the computer program instructs a processor to:

access instructions for a plurality of software modules;

wherein the instructions are stored in a memory; and

wherein the plurality of software modules comprise a business strategy alignment module, a content management module, a delivery module, and a learning administration module; and

execute the instructions by the processor to;

receive a request, by the business strategy alignment module, that identifies a first learning need related to a customer solution, wherein the customer solution comprises a group of products for meeting business needs of a customer of the sales-based organization; and

accept the request or deny the request, by the business strategy alignment module, in view of recognized and prioritized learning needs of the sales-based organization, wherein accepting the request further comprises selecting a learning approach to meet the first learning need;

design, procure and manage a first learning effort comprising information relating to an interplay of the products associated with the customer solution,

wherein the first learning effort is based on the selected learning approach, and

wherein designing, procuring and managing is performed by the content management module, and

coordinate, by the delivery module, learning solution resources for providing the first learning effort to members of the sales-based organization or departments within the sales-based organization across a plurality of training media; and

manage and track availability, delivery, and results of the first learning effort in relation to the members or the departments, by the learning administration module.

30. The computer program according to claim 29, wherein the computer program instructs the processor to assess whether the business driven learning efforts meet strategic business goals and priorities of the sales-based organization.

31. The computer program according to claim 29, wherein the computer program instructs the processor to:

receive performance metrics regarding the first learning effort from the content management module, the delivery module, and the learning administration module;

compare the performance metrics against predetermined minimum service levels; and

revise operations of the business strategy alignment module, the content management module, or the delivery module in an effort to have the performance metrics meet the predetermined minimum service levels.

32. The computer program according to claim 29, wherein the computer program instructs the processor further to estimate a cost for developing and delivering the first learning effort, and compare the estimated cost to an associated budget allocation.

33. The computer program according to claim 29, wherein the computer program instructs the processor further to develop learning content related to the information according to budget restraints, initial content design requirements, and delivery timelines from recognizing and prioritizing the learning needs.

34. The computer program according to claim 29, wherein the computer program instructs the processor further to perform at least one of the following:

synopsize a business strategy behind the customer solution;

show techniques for determining the business needs of the customer;

develop understanding of the group of products of the customer solution; and

develop an understanding of comparable competitor offerings.

35. The computer program according to claim 34, wherein the computer program instructs the processor further to develop the understanding of the group of products by performing at least one of the following:

describe key features of each product in the group of products in a context of the business needs of the customer;

present a competitive comparison for each product in the group of products in the context of the business needs of the customer;

allow practice in designing solutions for selected scenarios for the customer; and

instruct on how to ensure compatibility of the customer solution with a current environment of the external customer.

36. The computer program according to claim 29, wherein the computer program instructs the processor to create, manage, and operate a central repository of learning content related to the information and at least one knowledge object associated with the learning content.

37. The computer program according to claim 36, wherein the computer program instructs the processor further to tag and catalog the learning content for reuse in future learning efforts.

38. The computer program according to claim 29, wherein the appropriate learning effort approach comprises at least one of the following:

a new learning effort, a modified learning effort, and documentation.

39. The computer program according to claim 29, wherein the computer program instructs the processor to receive the request electronically.

40. The computer program according to claim 29, wherein the computer program instructs the processor to obtain detailed information about the first learning need from processing responses to standardized queries in the request.

41. The computer program according to claim 29, further comprising a knowledge object associated with the first learning effort, wherein the knowledge object comprises at least one of the following:

a value propositions object for developing an understanding of a value proposition offered by the customer solution, and

a cost justification tools and techniques object for presenting instruction on justifying cost for the customer, including identifying when cost justification may be required for the customer.

42. The computer program of claim 29, wherein the computer program instructs the processor to provide at least one of the following actions:

registrar processes for tracking training records of a learner or availability of course offerings, curriculum management processes, course registration processes, course fulfillment support processes, and training results record keeping processes.

45. The computer program according to claim 29, further comprising the business strategy alignment module requiring a more detailed request for the first learning effort.