Aligning Learning Strategy to Business Goals at MetroPCS - Larry Wecsler, Staff VP, Organizational Learning
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Aligning Learning Strategy to Business Goals at MetroPCS Larry Wecsler, Staff VP, Organizational Learning
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Introduction
• At MetroPCS, now part of T-Mobile USA, for almost
14 years
• Manage six corporate “producers” and six field
trainers.
• Focus is on blended training with heavy emphasis
on audio/video production.
• 16,000+ independent dealer and employee users
in approx. 60 markets
• 119,000 average course completions per month
• We have won two Brandon Hall awards for Best
Custom Content and a T-Mobile Partner Award for
video training.
4
Objectives
1. Ways to recognize the hidden impact of your training
2. How to connect your learning objectives to strategic business
goals
3. Strategies for making learning accessible and impactful to
employees
5
MetroPCS
• Provides nationwide coverage and unlimited mobile services.
• Began operations in January 2002 and is now part of T-Mobile USA.
• Approximately 60 top markets across the US. Grew from 14 to 60 since
9/13.
• Provides sales and service through 155 company-owned retail stores
and over 8,000+ independent authorized dealer locations.
• MetroPCS was the first US cellular company to launch 4G LTE.
6
Impact of learning
Learning significantly impacts the performance of an employee
and the success of the business.
• Learning enables employees to:
• Transfer the knowledge about our products, services and promotions to
our customers.
• Provide the right customer experience in an efficient way.
• Associates are rewarded, retained and promoted based on their
knowledge, skills and abilities.
7
Learning metrics
• Monthly Metrics:
• Total Courses Completed by Market/Total Company
• Active Users by Market/Total
• Average # of Courses per User
• Zero door report (Stores where no sales associate completed online training)
• Top 10 courses completed during the month
• Dealer Score Cards: Monthly training metrics have a major impact on
operations and get the attention of executives – training is tied to the
business’ goals / objectives of each market
8
The critical link
Does our training “sell a phone”?
Do our courses accelerate a retail sales associate’s speed
to competency?
These two goals keep us focused and aligned with the
business.
9
Tips to tie learning to the business
Associates must understand our business and the diverse
demographic of customers we serve.
• Our training:
• Promotes the need to understand the different buying styles of
our customers to provide the best customer experience
• Reinforces our brand of “simplicity”
• Adds value by focusing on customer behavior
10Additional considerations
• Training has to be accessible and engaging to all
employees
• To the majority of our dealer sales associates, English is a second
language.
• Make it easy to communicate and deploy training
• Retail Sales Associates must have quick access to up-to-date
information – the speed of dissemination of training can make a
difference between success and failure.
• Cornerstone provides us an easy to communicate and train our
dealer network in a matter of minutes.
11How MetroPCS links
training to store
performanceThe business need • Rapidly changing and extremely competitive industry. • Ability to quickly respond to the competition by reaching our dealer network employees is critical to our success. • Immediate distribution via Cornerstone to our more than 8K dealer is the lynchpin to our success. 13
Establishing training objectives MetroPCS aligns learning objectives to the business need: • Marketing / promotions (promotions, rate plan changes, new handsets). • Selling Skills, Customer Experience, etc. • Latest product and service and information. And created metrics and reports to support this: • Track the correlation of particular promotions to training at the individual store level. • Knowledge checks are embedded into content and we track completion rates on certain programs daily. 14
Engaging content MetroPCS develops online content with an understanding of our employee’s unique needs – a new generation of workers: • Millenials with short attention spans - training must grab and engage them right away or you have lost them. • Sophisticated media users - we use the full pallet of audio/visual tools to engage the Retail Sales Associates. • English as a second language – showing how to do something has more impact than telling them what to do. Gone are the days of static PowerPoint presentations. 15
Make it easy The Cornerstone system allows us to create a custom front end. Once logged in, our Retail Sales Associates can easily find the training they need – simply by clicking on a button. 16
Track, measure, & share 17
Total Courses Taken by Month (2015) 18
Key business results
• Train over 16,000 Retail Sales Associates within hours of launching a
new promotion, handset, product or service.
• Record sales numbers – T-Mobile has been impressed with the speed
of delivery
• (1) into new markets and
• (2) the speed with which we get our new dealers productive.
• Standardize training across 60 markets, without having training people
in all 60 markets.
• T-Mobile has seen the efficiency of Metro University and they are
asking us to produce a training for them as the need arises.
19Summary Three keys to linking training to retail store success: • The zero door report - we can track dealer locations where no training has been taken. • We can track store sales effectiveness, especially during promotions, by correlating actual store performance with Metro University course completion reports. • Markets have made training an important part of the Dealer Score Card. High completion numbers can translate into dealer rewards (based on overall sales and Report Card results). 20
Take-aways
Three key steps to establish a process for linking learning objectives to strategic
business goals:
Recognize the hidden impact of your training. Simply, inspect what you expect. Don’t
just print out reports. Use those reports to correlate training with other activities in your
business – as we have done with dealer store sales results.
Connect your learning objectives to strategic business goals. We work closely with
marketing, operations and our field sales trainers to align training activities with MetroPCS
goals. Metro University is the go-to location for the latest promotion and rate plan
information.
Making learning accessible and impactful to employees. Metro University is
ubiquitous within the MetroPCS world. Our dealer owners understand that it is in their
best interests to have their Retail Sales Associates participate in online training – both for
revenue results and the rewards associated with their monthly Dealer Score Card.
21Larry Wecsler
lwecsler@metropcs.com
Q&A
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