Learning Re-imaged: After the Acquisition

Chandra Holland HRIS Implementer/Training Specialist CompuCom

Quick Facts

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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?

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CIGNA E. & J. Gallo Winery Hamilton Health Science Kings County Hospital LifeGift Organ Donation Center Office Depot, Inc. Parmalat Petrobras Radian Sunoco

Awards/Recognition

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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

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8 years eLearning

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85% utilization/completions

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IT-focused

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SVP support – visibility

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Culture Driven

CompuCom Strategic Visioning Workshop with Dorman Woodall

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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 Where would your organization like to be in the next 1 to 3 Years?

Provides sound strategies to increase the overall performance of learners and teams that accelerate successful results Stage 1 Supplement Stage 2 Target Manage Learning Stage 3 Strategic Align Learning Initiate Learning Stage 4 Systematic Integrate Learning Stage 5 Optimize Enterprise wide 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

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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

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Unifying Cultural Environments

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Defining a Business Strategy

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Developing a Training Strategy

Solution Outcome?

Happy Customers that buy more & tell their friends Qualified Associate Problem Solvers Engaged Associate Retain Best Associate Selling Associate Caring Prideful Professional Associates Compliance Training 2% Manager

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

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Goal #1 A Strategy for Quality and Capability

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Goal #2 A Strategy for Excellence

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Goal #3 A Strategy for Growth and Agility

Goal #1 A Strategy for Quality and Capability

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2,500+ courses 8,000+ business/technology books 3,200 full-time technical associates 46,000+ industry certifications Dispatch technicians 100+ certifications

Goal #2 A Strategy for Excellence

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

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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

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Executive Buy-in/Sponsorship

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Communication Plan

Managers •Training •HR Consultants SR Leaders •Communications •Intranet •Systems •Feedback Associates

Acclimating/Managing Cultures

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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 Leadership Project Management Sales

Manager Leadership Training Management Functions (Client Focus) Responsibility Tools from the Manager's Toolbox (Webinar and BrainShark Training) Management Skills (ILT CORE Management Training)

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) Hiring and Onboarding New Associates, Temps, and Contractors Requisition Forms, Hiring Process, tips for outstanding people selection, evaluation form, Associate Competencies Interviewing and Selection Skills Negotiating successfully with Contractor vendors to get best price Building Aspiration (Want to do) OR offer our clients employees who desire to give discretionary effort and exhibit a positive and friendly attitude (Core Value - Respect, Win-Win, Excellence - with a sense of urgency) Training & Development Conducting Meetings STAR Center - Management Portal, Compliance Training Guidelines, Compliance Training, Training Request Form, Tuition Reimbursement Program Meetings and Conference Calls, Communications Cabinet Motivating and Engaging Employees ACF, LiveWIRE Rewards and Recognition Program Building a learning path, certification training, compliance training, assigning and tracking courses, Conducting effective meetings, teambuilding, decision making, communication skills (effective listening, facilitating) 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

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Six Languages

      English French Spanish German Italian Dutch

Benefits

     Performance Cost Indirect Process Efficiencies Learner

Performance Management

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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

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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