How to Increase Smart Force Utilization within an

How to Increase Smart. Force Utilization within an Integrated Learning Environment John Granger Director of Training & Employee Development Stellcom proprietary information

Agenda l The Wireless World l Challenges l Stellcom Learning Center l The Benevolent – Subversive Model l Smart. Force Utilization and Promotion l Learning Strategy Success Factors l Tools You Can Use Stellcom proprietary information

The Wireless World l Look Ma, no cables l A work in progress (PDAs, cell phones, networks) l Wireless Networks (PANs, LANs, and VPNs) l Adapting Web Sites to Wireless Devices (WAP) l Data Security l Sales Force Automation l Perpetual Internet Connectivity Stellcom proprietary information

What Every Senior Executive Needs to Know… “Modern companies rely heavily on the capability to react quickly to changes in the market in a coordinated fashion. This can only be done if its agents are working together with the latest information. Wireless connectivity holds the possibility of extending the central office to everywhere that your employees travel. ” - Larry Mittag Stellcom CTO Stellcom proprietary information

Who is Stellcom? l Wireless Systems Integrator (www. stellcom. com) l Founded by Mark Fackler in 1984 l Leveraged expertise in embedded systems and devices, networks, and application development l Inc 500 List of Fastest Growing Companies, 93 -94 l Incentive Stock Option Program launched, 1996 l 300% growth in employee base since 1996 l Pre-IPO, won 2 nd round of funding in 2000 l Won SDSIC “Company of the Year” 2000 Award (www. sdsic. org) Stellcom proprietary information

Stellcom Centers of Excellence Sales / Recruiting Wireless Application Integration Internet Devices & Appliances User Experience Engineering Executive Team Administrative Services Consulting Services Information Services Stellcom proprietary information

Employee Profile l Type “A” Personalities l Billing 40 hours/week l Little time for classroom l Dedicated, Passionate, Independent, Creative l Entrepreneur l Self-starters l Motivated by career goals and challenges Stellcom proprietary information

Stellcom Company Culture l Core Values We believe in and live by the following values: l Be honest l Have Balance l And last but certainly not least… Stellcom proprietary information

Training Mission Continually Improve - We continually and relentlessly seek to improve our company and ourselves. -Stellcom Core Value #3 Provide an incredibly fulfilling, challenging and enjoyable culture to work in, as defined by our employees. - Stellcom Mission Statement Stellcom proprietary information

Meet Stellcom’s Training Dept (circa 1996) Stellcom proprietary information

My, How We’ve Grown! (circa 2000) Stellcom proprietary information

Meet Stellcom’s Training Dept (Present Day) l Michele St. Laurent Regional Liaison l Lan Training Coordinator l Jane Arnold Program Manager Stellcom proprietary information

Training Department Organization Program Manager Training Coordinator Professional Development Learning Resources Manager Curriculum Development Student Records & Accounting Event Coordination Recognition Programs Program Implementation Training Stellcom University Department Director Regional Liaison Planning Leverage Corporate Programs Policy Development Local Programs/Resources Technical Programs (acting) Special Workshop Delivery Knowledge Management Stellcom University Smart. Force Admin Stellcom proprietary information

Employee Survey We’re doing a lot of things right… l Stellcom places a high value on training and educating employees l “My efforts contribute to success of company” l “My manager respects me, I’m treated fairly” l Work environment free of harassment & discrimination l Stellcom places a high value on profitability Stellcom proprietary information

Challenges l Information communicated between and within departments l Interdepartmental cooperation l Dealing with performance problems l Setting performance objectives l Improvements to support systems l Provide adequate staffing levels Stellcom proprietary information

As a result l Hired additional staff throughout company l Dedicated process improvement specialists hired l Decision to purchase HRIS System (and LMS!) l Begun formalizing employee development programs Stellcom proprietary information

Stellcom Learning Center Stellcom proprietary information

Training Commitment l Training = Retention l Training library developed over time l Microsoft-centric l Emphasis on self-paced training l Certification-oriented l Customers include all employees l Starting to offer training resources to clients Stellcom proprietary information

Training Mandate l Promote the learning environment l Learning is cultural, not a specific event l Offer diverse resources, let people pick and choose l ROI measured by employee / management satisfaction Stellcom proprietary information

Training Mandate What if we train them and they leave? What if we don’t train them and they stay? - Kevin Wixom, Stellcom VP Engineering Stellcom proprietary information

A Few of Many Training Needs… Professional l l Communication Styles and Skills Basic Management Skills Leadership Solution Selling Technical l l PMI – Project Management Core Training Wireless (WAP, Bluetooth, RF, 3 G, Networks) Web Development (ASP, JSP, XML, XSL) Sun Java, JSP, Javabeans (crosstrain VB/ASP devs) Stellcom proprietary information

Solutions Learning Library Books, Videos etc. Knowledge Management System Local University Partnerships Certification Programs Special Interest Groups Lunchtime Learning Instructor-led Training

The Benevolent-Subversive Model Stellcom proprietary information

The Benevolent-Subversive Model l You can lead a horse to water… l l l l l Introduction of Smart. Force Lunchtime Learning (food as bait) Virtual Trainer (stock options as bait) Executives as Trainers (ego gratification as bait) Certification Incentives (cash, options) Learning Paths (let them think it’s their idea) Student class fees paid in exchange for knowledge transfer Knowledge Management (focus groups, LTLs) Sex…? ! Stellcom proprietary information

Smart. Force Promotion and Utilization Stellcom proprietary information

Promoting Smart. Force l My. Smart. Force accounts assigned in orientation l Provide Smart. Force “business cards” l Offer bi-weekly, in-depth Smart. Force Workshops l Provide easy access to all student materials l Convert lab to a Study Hall for quiet time l Include benefits summary in Training Web Site l Spread success stories l Leverage knowledge management system Stellcom proprietary information

Knowledge Management System Stellcom proprietary information

Stellcom proprietary information

Stellcom proprietary information

Smart. Force Business Cards Front Smart. Force Website: http: //www. smartforce. com/corporate Email Address: ________________ Password: __________________ Stellcom proprietary information

Smart. Force Business Cards – Back Smart. Force Courseware Technical Support (8: 30 am-6 pm) 1 -800 -938 -3247, support@smartforce. com Smart. Force Mentoring Technical Support (24 hrs) 1 -888 -273 -4333, techsupport@smartforce. com Learning Advisor Assistance Questions@smartforce. com, Answers@smartforce. com Stellcom Training Support 858 -947 -1668, training@stellcom. com Use “Avery White Business Card Inkjet 8371” stock Stellcom proprietary information

Basic Workshop Invitation If you missed one of the earlier orientations, or just want to get started using Smart. Force e-Learning, drop by the Training Lab at noon for a short hands-on session. You will: • · · · · Create your Smart. Force account Personalize your Smart. Force web site Learn how to take a computer-based training course Explore the e-Learning resources available to you, including online seminars and libraries Obtain a complete list of available training courses Pick up MCSD, MCSE, MCDBA, MOUS, Oracle, J-Certification Guides Learn how to take courses at work or at home Learn how to request on-line mentoring Workstations are limited. Please RSVP by accepting this invitation to ensure your seat. See you at noon sharp! For more information, please visit http: //www. smartforce. com Stellcom proprietary information

Smart. Force Basic Workshop Preparation l Confirm list of attendees, verify passwords in advance l Test access to Smart. Force 30 -minutes prior l Place training collateral, handouts on display l Distribute business cards, student guides Stellcom proprietary information

Smart. Force Basic Workshop Syllabus l Play Smart. Force Tour first 5 minutes l Home Page Layout l e-Learning Paths Page l Smart. Force Player l Select and Play a Course l Learning Paths Stellcom proprietary information

Smart. Force Basic Workshop Syllabus l Organization Resources l Tarragon Demo l Smart. Force Support Stellcom proprietary information

Advanced Workshop Invitation If you have mastered basic Smart. Force skills and are ready to learn about advanced e-Learning tools, drop by the Training Lab at noon for a short hands-on session. You will learn about: · Multimedia courses for development of personal effectiveness, business, and management skills · Online seminars · Libraries · Event center · Real-time access to subject matter experts · On-line mentoring for certification courses · Smart. Force community · More. . . ! Workstations are limited. Please RSVP by accepting this invitation to ensure your seat. See you at noon sharp! For more information, please visit http: //www. smartforce. com Stellcom proprietary information

Smart. Force Advanced Workshop Syllabus l Brief Review of Basic Course Topics l Mentoring l Event Center l Community l Resources (news, articles, books) Stellcom proprietary information

Smart. Force Advanced Workshop Syllabus l Certification l Review Available Curricula l Exam Prep - Measure. Up l Events Center Seminars l Additional Stellcom Resources Stellcom proprietary information

Smart. Force Utilization l Of 400 employees, 245 have active accounts l Number of courses taken increases dramatically as a result of Directed Self-Study courses l Encourage employees to use SF as a reference (not necessary to take entire course) l Clients can access SF on a case-by-case basis Stellcom proprietary information

Smart. Force Utilization l Certification Preparation l Encourage mentoring (live chat and certification) l Include Smart. Force resource pages in certification guides for Microsoft Office classes l Provide Smart. Force course lists at every lunchtime learning event l Tie Smart. Force resources to core competencies, learning paths Stellcom proprietary information

Sample Learning Path Professional Competency 11: Manage Your Department: Self-paced: Smartforce: Smartforce: Management Fundamentals The Management Process Management and the External Context Managing Workforce Diversity Organizational Planning Instructor Led: “Excelling as a First Time Manager”. 1 day (www. skillpath. com) “How to Become a More Effective Supervisor. 1 day (www. careertrack. com) “Management Skills for the New or Prospective Manager. 2 days (www. skillpath. com) Stellcom proprietary information

Training Departments vs. Corporate Universities Training Department Focus Organization Scope Metrics Media Owner Offerings Enrollment Success Operation Image Marketing Corporate Universities Reactive Proactive Fragmented Integrated Tactical Strategic Event Accomplishment. Performance Improvement Classroom Integrated Media Training Director Enterprise Wide Audience/Limited. Business and Career Focused Depth On-Demand/Just-In-Time Open Enrollment Increase in Job Skills Improved bottom-line Operates as a Business Operates as a Staff University as Metaphor for “Go Get Trained” Learning Fill classes Collaboration Stellcom proprietary information

Learning Strategy Success Factors l Tightly linked to business strategy l Strong commitment from senior & middle mgmt. l Learning linked to performance system: salary increases, incentives and promotions linked to learning plans l Learning champions at all levels of the company l Learning Management System provides focus and control l Structure consistent with corporate structure Stellcom proprietary information

Tools You Can Use l l l l New Hire Orientation Script for Smart. Force Business Cards Smart. Force Basic Workshop script Smart. Force Advanced Workshop script MOUS Certification Guidelines List of Smart. Force materials provided to new hires What Every Executive Needs to Know About the Wireless Future Stellcom proprietary information

Stellcom proprietary information