Business driven learning solution particularly suitable for sales-oriented organizations

• US 8,548,836 B2
• Filed: 07/01/2011
• Issued: 10/01/2013
• Est. Priority Date: 06/28/2002
• Status: Expired due to Term

• Current Assignee: Accenture Global Services Limited (Accenture PLC)
• Original Assignee: Accenture Global Services Limited (Accenture PLC)
• Inventors: Draper, William Christopher, Hubbell, John R., Stovall, Thomas Kenneth, Marek, Renata, Koldyke, Brian Leighton
• Primary Examiner(s): Jeanty, Romain
• Assistant Examiner(s): CHONG CRUZ, NADJA N
• Application Number:
  US13/175,135
• Publication Number:
  US 20110264481A1
• Time in Patent Office: 823 Days
• Field of Search: 705/7.11
• 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 in 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 an organization, the system comprising:

a processor; and

computer-readable medium encoding instructions for managing business driven learning efforts, the instructions comprising modules of 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 prioritize the request in view of learning needs of an 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 needs of a customer of the 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 the first learning effort to members of the 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.

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 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 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.

12. 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.

13. A computer-implemented method for providing learning services to members of an organization, comprising:

sending, by a computer, to an organization a service level commitment detailing minimum service levels of learning efforts to be provided to designated students at the request of the organization;

receiving, by a computer, from the organization a plurality of requests for learning efforts;

prioritizing, by a computer, requests for learning efforts based on business strategies and goals of the organization;

identifying, by a computer, learning effort approaches to meet the requests, wherein the learning effort approaches comprises a group of products for meeting needs of the designated students;

obtaining learning content for the learning effort approaches, wherein the learning content comprises information relating to an interplay of the products associated with the learning effort approaches, wherein the learning content is based on the identified learning approaches; and

delivering a learning effort containing the obtained learning content to the designated students, wherein the learning content is delivered in a format, and wherein the delivering meets the minimum service levels of the service level commitment.

14. The method according to claim 13, wherein said identifying of learning effort approaches to meet said requests comprises aligning of said learning services with said business strategies and goals of said organization.

15. The method according to claim 14, wherein said aligning with said business goals and strategies of said organization comprises said learning services provider periodically identifying business goals and strategies of said organization and assigning relative priorities thereto.

16. The method according to claim 15, wherein said business goals and strategies are identified by designating tracts and initiatives representative of areas of instruction needed by said organization.

17. The method according to claim 16, wherein said tracts and initiatives are embodied in a learning blueprint, said blueprint assisting in identifying learning effort approaches to meet said requests.

18. The method according to claim 17, wherein said learning blueprint details said budget allocations for said tracts and initiatives.

19. The method according to claim 17, wherein said learning blueprint is revised as necessary to reflect significant changes in said business goals, strategies, and priorities.

20. The method according to claim 13, wherein said obtained learning content and said delivered learning effort are compared against said minimum service levels by receiving performance metrics regarding operations of said learning solution, comparing said performance metrics against said minimum service levels;

and revising actions of said learning services provider in an effort to have said performance metrics meet said minimum service levels.