In the past week, Brandon Hall Group published 23 pieces of research – 1 new proprietary research report, 19 award-winning case studies, 1 award-winning technology review, 1 answer to research questions from members, and 1 research-based blogs.

In this blog, we will make public some of these reports (click on the links) as a way for non-members to familiarize themselves with our research:


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Here is an overview of research released March 7-13:

New Research Reports

Building the Business Case for Talent Acquisition Systems

This report is designed to help you build a business case for investing in next-generation Talent Acquisition Systems. It identifies challenges, internal pressures, unique hiring requirements, and key stakeholders involved with recruitment. The report also outlines why companies need to rethink their recruitment technology decisions and how an investment in these systems will drive business outcomes and improve the candidate experience.

 

Award-winning Case Studies

These case studies – winners of 2015 Brandon Hall Group Excellence Awards – were released for publication:

Transforming Employer Brand at SAP

This case study highlights the efforts of the Employment Brand team at SAP. A multitude of demands combined to drive a compelling need to improve the company’s employer branding efforts. SAP thus embarked on a wave of initiatives to fundamentally impact its ability to attract and recruit high-quality talent. The services of the internal team were offered on a scale from “freemium to premium,” allowing business units to choose the level of detail and complexity needed to meet branding needs. This helped the company to be named to multiple “Best Places to Work” lists and earned SAP a Gold Award for Best Recruitment Marketing and Employer Branding Program in the 2015 Brandon Hall Group Excellence Awards.

Reimagining Global L&D at TCS

The learning team at Tata Consultancy Services was created to meet critical organizational challenges of growth, making trainees deployable from day one, and building a leadership pipeline. It also was empowered to address the scale, spread and speed of learning. The L&D team, operating from a hybrid, distributed structure with responsibilities divided at the corporate, business unit and region levels, reimagined learning, created a rich ecosystem, and earned a Gold Award for Best Learning Team in the 2015 Brandon Hall Group Excellence Awards.

Driving Web Traffic and Revenue at Sears

As an omni-channel retailer, there are a wide variety of ways for customers to research, evaluate, and purchase with Sears. One of the company’s internal tools, Sales Today, was leveraged to target external customers by providing relevant product content in an online, easy-to-use format. The transition increased related traffic by 500% almost immediately, and revenues generated from this project were 510% higher. This project earned Sears a Gold Award for Best Results of a Learning Program in the 2015 Brandon Hall Group Excellence Awards.

Profitable Mobile Performance Support at India’s MTAB

We are seeing a growth in interest in performance support, a specific discipline of learning. This is because it is actually helping to improve performance, where some other learning initiatives might not have that direct impact. This case study from MTAB, an India-based manufacturing technology provider, explains how the company incorporated performance support that led to shorter billing times, reduced customer support calls, and improved productivity for service technicians. This effort earned MTAB a Gold Award for Best Use of Performance Support in the 2015 Brandon Hall Group Excellence Awards.

Powering Sales at Cigna Finans

This case study examines the Sales Academy project at Cigna Finans, a Turkish bank. The company was faced with sales challenges that threatened its position in the market, and the new initiative had several goals, including establishment of a new sales channel, expansion of current banking assurance teams, a decrease in turnover among sales professionals, and increased engagement. The individual life and insurance advisor clients tripled between October 2013 and December 2014. This earned the firm a Gold Award for Best Sales Training Program for Extended Enterprise in the 2015 Excellence Awards.

Recruiting Work-at-Home Call Center Agents at LiveOps

LiveOps is a pioneer in the contact center industry, providing innovative technology that has revolutionized customer care. This case study is specific to recruitment for the Agents on Demand service, a cloud-based call center comprised of thousands of U.S.-based independent contractors who work from home on the LiveOps Call Center Platform. LiveOps designed a comprehensive program to meet its business objectives. This earned the company a Gold Award for Best Recruitment Marketing and Employer Branding Program in the 2015 Brandon Hall Group Excellence Awards.

Cargill’s Team Approach to Complex, Global Training

Process safety management (PSM) is extremely important at Cargill, a global provider of food, agricultural, financial and industrial products. PSM helps prevent release of highly hazardous chemicals that have the potential to cause catastrophic fires, explosions, or toxic exposures. The company pulled together a diverse team of subject matter experts, training vendors, internal learning experts and others that worked together to provide an improved — and consistent — learning experience. This initiative earned Cargill a Silver Award for Best Learning Team in the 2015 Brandon Hall Group Excellence Awards

Comprehensive New-Hire Orientation at BNSF Logistics

The need for new hires to start the job with a running start is important to any business, but it is critical in one such as logistics, where customer relationships can make or break the organization’s overall success. This case study examines the Foundations program developed by BNSF, a $590 million, Texas-based transportation and logistics firm. The initiative has been overwhelmingly positive, and it has resulted in a ROI of more than 500% per employee and a 6% reduction in turnover. This effort earned BNSF a Silver Award for Best Results of a Learning Program in the 2015 Excellence Awards.

MetLife’s Performance Support Learning Solutions

With nearly 70,000 employees selling insurance and financial solutions to more than one hundred million customers, it is critical for MetLife’s employee and broker base to understand its products and services. This case study examines DCE Online, a tool created to improve performance for associates across the globe. The 24/7 online learning platform is a global, integrated, and localized suite of blended online learning programs and just-in-time performance support tools which are focused on enhancing MetLife’s competitive advantage by enabling competent and compliant performance. This initiative earned the company a Silver Award for Best Results of a Learning Program in the 2015 Brandon Hall Group Excellence Awards.

Service Training Serves Up Results at KFC

Great service is critical in a fast-food restaurant experience. It is statistically correlated to both “recommend to a friend” and “repurchase intent.” KFC’s existing eLearning for service was outdated, lengthy, and did not appeal to technologically savvy Millennials, who comprise the majority of team members. Knowing that the guest service experience was not improving and that KFC had a different generation of learners in the restaurants, the Service Mastery program was developed to address both issues. Analysis of the program shows that restaurants using the Service Mastery program have fewer guest problems than their peers and also perform better in customer satisfaction surveys. This effort earned KFC a Silver Award for Best Results of a Learning Program in the 2015 Brandon Hall Group Excellence Awards.

EY’s Tax 1 Blended Learning Program

Ernst & Young’s tax practice has historically relied on an instructor-led, classroom-based model to deliver continuing education to its staff and seniors. However, several changes in the landscape rendered that model obsolete, including increased complexity of the tax laws, and increased sophistication of tax preparation software and other technology tools. EY decided to start the training transition with its Tax 1 program, using a phased approach to “experiment” with new approaches while minimizing the investment required. Using a rich mix of modalities, including a heavy dose of video, EY transformed Tax 1 and won a Silver Award for Best Use of a Blended Learning Program in the 2015 Brandon Hall Group Excellence Awards.

United Approach to Learning Drives Vestel

Vestel is a Turkish white goods and electronic equipment manufacturer and retailer with distinct training needs in many areas. While Vestel possesses a human resources team and training unit, that team “unites” with other training teams within the company to create a diverse, collaborative and effective training culture. The team approach to learning earned Vestel a Silver Award for Best Learning Team in the 2015 Brandon Hall Group Excellence Awards.

Transforming Managerial Leadership Training at Emirates NBD

While traditional training approaches work well in the Middle East, Emirates NBD needed to upgrade managerial training while also doing more with less and effectively engaging increasingly time-constrained staff. So, in partnership with Harvard Business Publishing, Emirates NBD created a blended learning approach for its Managerial Leadership Program. The interactivity helped participants build stronger networks with people of varied perspectives, and the action learning approaches brought workplace leadership situations to life in a meaningful way. The program earned a Silver Award for Best Use of a Blended Learning Program in the 2015 Brandon Hall Group Excellence Awards.

 eCornell Certificate Offers Roadmap for Sales Growth

In this awards case study we explore the eCornell Sales Growth certificate and how it is structured to help companies improve sales and performance. Partnering with McKinsey for content support, the modules include lessons on discovering opportunities, winning key accounts, negotiations, and managing sales performance. The program has shown positive Net Promoter Scores from initial tests. This earned the education institution a Silver Award for Best Certification Program in the 2015 Brandon Hall Group Excellence Awards.

Developing Consultative Selling Skills at CIBC

CIBC, a leading Canadian-based global financial institution, is dedicated to a client-focused culture rather than a product-focused culture in order to reach it business goals. CIBC recognized that its sales professionals needed to enhance their existing skills to listen more closely to client needs, work collaboratively within CIBC, and earn the right to be considered a trusted advisor by clients. CIBC turned to Richardson to develop and deliver a program aligned with these priorities. The resulting learning program earned a Silver Award for Best Unique or Innovative Learning Program in the 2015 Brandon Hall Group Excellence Awards.

Addressing Employee Satisfaction with Honor at G4S

G4S Secure Solutions, a global security firm, regularly conducts employee surveys. Over 25% of the workforce returned the survey, with 19% providing detailed comments that showed many employees were not happy. Based on those results, the G4S executive management team immediately selected a committee and tasked it with the development and implementation of “The G4S Honor Program.” The program was designed and developed to address employee concerns, improve employee morale, and increase overall retention. This earned G4S a Bronze Award for Best Unique or Innovative Learning and Development in the 2015 Brandon Hall Group Excellence Awards.

Changing Performance Management at Sears

In recent years, there have been many calls for the end of the traditional performance management approach. Sears decided to shift its performance management approach, eliminate the old system, and build a new tool to capture real-time performance data from across the enterprise. The system captures and tracks more than 10,000 pieces of real-time feedback each month and gives an at-a-glance look at the health of the organization’s talent and performance. This change earned Sears a Bronze Award for Best Advance in Talent Management Technology Implementations in the 2015 Brandon Hall Group Excellence Awards.

Global Employee Recognition at TCS

The empowered, customer-centric relationship model at Tata Consultancy Services is an important enabler for business performance. This continuous customer engagement demands an extremely motivated workforce, which is recognized and rewarded on a continuous basis. Given the scale and complexity, TCS required a program, process and a system that could identify employees for rewards and recognition across all locations consistently. This gave birth to TCS GEMS. Launched across the globe, TCS GEMS is a program delivered through an online employee recognition platform. TCS earned a Bronze Award for Best Advance in Employee Recognition Programs in the 2015 Excellence Awards.

Reducing Call Center Learning Curve at Tanfeeth

Tanfeeth, a Dubai-based banking and financial services firm, was facing high attrition rates in its call center and needed to onboard employees quickly to support call volumes for one of its major banking clients. Through incorporating experiential learning and on-the-job training, the company was able to achieve its goals, saving more than $10,000 per new hire. This effort earned a Bronze Award for Best Results of a Learning Program in the 2015 Brandon Hall Group Excellence Awards.

 

Award-Winning Technology Review

Award-winning reviews of technology advances from the 2015 Brandon Hall Group Technology Awards released this week:

Skillsoft’s Mobile App Offers Personalized Learning

A great user experience is increasingly becoming a must-have, not a nice-to-have, for HR and learning technology. In this awards technology review, we examine Skillsoft’s mobile learning platform and how it adapts to user preferences to create a personalized experience. This product earned the provider a Silver Award for Best Advance in Mobile Learning Technology in the 2015 Excellence in Technology Awards.

 

Answers to Questions from Members

One of the great things about being a member of Brandon Hall Group is the ability to ask research questions to our team of analysts and get a detailed answer within 24 hours. This question was answered this week:

  • Need to know critical skills or skills required for future 10 years or more. What skills will be required in the coming 5-10 years for IT professionals across domains and industry groups? What are the current skills gaps?

 

Research-based Blogs

The Benefits of Automation for HR Compliance

Why is automation so important in wage and labor law compliance? Generally speaking, automation is one of the easier HCM practices to quantify the value of because there is a direct line from hours saved by an automated process and the former spend on that process in terms of employee hours. With legal/compliance changes ongoing and upcoming, there’s another large factor justifying automation, and that is in the data collection and analysis. Read Workforce Management Analyst Cliff Stevenson’s blog by clicking the link below.

Mike Cooke

Chief Executive Officer of Brandon Hall Group Mike Cooke Prior to joining Brandon Hall Group, Mike Cooke was the Chief Executive Officer and co-founder of AC Growth. Mike held leadership and executive positions for the majority of his career, at which he was responsible for steering sales and marketing teams to drive results and profitability. His background includes more than 15 years of experience in sales, marketing, management, and operations in the research, consulting, software and technology industries. Mike has extensive experience in sales, marketing and management having worked for several early high-growth emerging businesses and has implemented technology systems to support various critical sales, finance, marketing and client service functions. He is especially skilled in organizing the sales and service strategy to fully support a company's growth strategy. The concept of growth was an absolute to Mike and a motivator in starting AC Growth, in order to help organizations achieve research driven results. Most recently, Mike was the VP and General Manager of Field Operations at Bersin & Associates, a global analyst and consulting services firm focused on all areas of enterprise learning, talent management and talent acquisition. Tasked with leading the company's global expansion, Mike led all sales operations worldwide. During Mike's tenure, the company has grown into a multi-national firm, conducting business in over 45 countries with over 4,500 multi-national organizations. Mike started his career at MicroVideo Learning Systems in 1992, eventually holding a senior management position and leading all corporate sales before founding Dynamic Minds. Mike was CEO and Co-Founder of Dynamic Minds, a custom developer of software programs, working with clients like Goldman Sachs, Prentice Hall, McGraw Hill and Merrill Lynch. Also, Mike worked for Oddcast, a leading provider of customer experience and marketing solutions, where he held a senior management position leading the company into new markets across various industries. Mike also serves on the Advisory Board for Carbon Solutions America, an independent sustainability consulting and carbon management firm that specializes in the design and implementation of greenhouse reduction and sustainability plans as well as managing the generation of carbon and renewal energy and energy efficiency credits. Mike attended University of Phoenix, studying Business Administration and Finance. He has also completed executive training at the Chicago Graduate School of Business in Chicago, IL.

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