Chief Learning Officer - May 2006 - (Page 48)
CO0506.qxd 4/19/06 12:40 PM Page 48 human capital Learning During Times of
Growth John G. Higgins & Chris Draper M a n y CLOs and other learning
executives are walking with a bit more spring in their steps these days, a
n d perhaps smiling a bit more often. T h e y are coming out of budget
meetings feeling less like executioners r e a d y to cut payroll and more
like executors, r e a d y t o execute learning and knowledge management
strategies in support of growth. A l t h o u g h financial scrutiny
remains, a n executive mindset focused on both operational rigor in
learning and ROI is part of the new normal, a n d many learning executives
are reinvigorated about their jobs and the contribution their learning
organizations can make to their companies' efforts to increase market
share and shareholder value. Growth can mean many different things, of
course, depending Barger's interesting, and even somewhat controversial,
stance on industry segment and an organization's current market posi-
about the company's customer service crewmembers involves tion. Growth
companies are not just throwing money at various viewing these employees
not as service agents, but as knowledge opportunities, but must pay close
attention to margins and max- workers. It makes sense. For an industry
competing in large imizing the return on every bit of their investments in
learning. measure based on the quality of the customer experience, the Here
are a few examples of how learning executives at major best ways to handle
some specific customer needs are invented companies have responded to one
or more facets of an overall each day at ticket counters, gates and
baggage areas. growth strategy for their organizations. Consequently,
Barger is focusing his learning team not only on traditional kinds of
new-hire training, though that is important. In addition, he is looking at
knowledge sharing and continuous Ramping Up for Organic Growth learning
strategies to provide real-time educational opportuni- The best organic
growth strategies can falter if the people are ties to ensure front-line
effectiveness. not in place within the company to execute them, so getting
people into the organization and performing productively is Consider the
possibility of doing real-time knowledge sharing essential. The role of
learning in supporting rapid organic through PDAs or podcasting that would
take a successful customer growth can be seen in several initiatives being
taken by Mike solution in, say, Boston and disseminate it to crewmembers
in Barger, CLO of JetBlue Airways. every airport. These kinds of solutions
are definitely on the table for JetBlue, as are incentive and recognition
programs that would Growing at approximately 30 percent to 40 percent
annually, May 2006 help ensure that crewmembers actually participate in
those kinds the company faces the enviable challenge each month of bring-
of collaborative learning and knowledge-sharing experiences. ing on board
hundreds of new employees, or what JetBlue calls crewmembers. Given the
company's distinctive and engaging I www.clomedia.com I Chief Learning
Officer Growth Through Mergers and Acquisitions brand of customer service,
that intense resource need means In some industries or segments, the growth
that is so important finding the right people and giving them the kind of
training to high performance often comes through mergers and acquisi- that
ramps them up to productive levels as rapidly as possible. tions because
there might be fewer opportunities to increase Our sustainable competitive
edge in the coming years will shareholder value organically or through
increased operational result from the customer experiences delivered by
our front-line efficiencies. Post-merger integration has been the rallying
cry crewmembers, Barger said. To meet our current growth plans, for many
years to realize the full value of mergers, but a post- we need to hire 10
new people every day for the next 11 years. merger focus has been joined in
recent years by a number of pre- How we equip, prepare and support these
people is a key factor merger activities, including learning programs. By
ensuring that in our ability to offer a service experience that is so
superior to workforces are trained early on in the new processes and
systems the competition that it generates a greater yield. 48
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Table of Contents for the Digital Edition of Chief Learning Officer - May 2006
Editor's Note
Table of Contents
Letters to the Editor
Take Five
Selling Up, Selling Down
Imperatives
Strategies
Guest Editorial
Learning Solutions
Robbins-Gioia University
Environment
Deloitte & Touche USA
CLO Profile
Productivity
Washington Gas
Case Study
Human Capital
Health Care Service Corp.
Tactics
Blue Cross and Blue Shield of Florida
Business Intelligence
In Conclusion
Advertiser's Index
Editorial Resources
Chief Learning Officer - May 2006
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