Major Training Initiative
I led a project to drive key performance indicators (KPIs) across Sleep Number. We were also responding to recent engagement surveys where teams asked for more training, more time with a trainer, and opportunities to learn from other areas of the country and company.
In November 2014, in partnership with leaders in Retail, Customer Service, and the Sales Call Center, I identified and prioritized the gaps in KPIs and how/if training could address them. We also decided our delivery medium would be WebEx, which provided advanced registration, interaction, and tracking tools, and it was available to every group.
This became the Learning Connection program. I planned a timeline for the design, development, and implementation of the modules. I created a style guide and templates for the Training team to use for initial development and trained them on advanced PowerPoint and WebEx skills (Artifact 1)
We facilitated seven modules on sales and technical skills from March through October 2015 and trained 2,500+ people—five times what we could have done with in-person training.
I learned many lessons through this program. Four things I will do again include:
- Using attendance reporting to analyze the days and times with the highest enrollment and best rates of attendance, and adapted the schedule to fit learner needs.
- Strengthening our use of WebEx as a training tool.
- Conducting a “dress rehearsal” of each module, both as a final opportunity to make adjustments and to train the trainers to facilitate it.
- Creating opportunities for nation-wide, cross-functional training.
Attendance analysis for Learning Connection modules. Shows average registration numbers and attendance percentages by hour for each weekday. © 2015 Sleep Number. Used with permission.
Two things I will do differently:
- Including learners more in the design phase. The modules would have benefitted from their input in the design and development phases and in the dress rehearsal.
- Planning evaluation more carefully to include return on investment data. We got positive feedback from the participants and their managers, and we saved significant costs by reducing travel for in-person training, but we did not show the impact to KPIs in dollars. This is an area in which I have not had much experience, and plan to add to my skills.