IBM’s industry learning team delivers training to 70,000 learners in 171 countries every year.
by Site Staff
November 19, 2012
BEVERLY WARD
Global Program Lead for Industry Learning, Center for Learning and Development, IBM
Operating in more than 171 countries, IBM was challenged to deliver learning to a widely dispersed audience, especially in growing markets. The industry learning team, led by Beverly Ward, needed to reach 70,000 sellers and consultants globally, half of whom are new to IBM. This audience needed to be educated on the company’s strategy, products and tools, but language challenges, cultural differences, poor infrastructure, the program’s complexity, lack of available free time among learners and time zone differences presented significant roadblocks.
To meet these challenges, the learning team developed a portfolio of virtual, face-to-face, blended, on-demand and self-paced learning programs that build on each other and are targeted based on the learner’s level of experience. Programs include education on the industry for beginners, experiential learning and mentoring for experienced sellers and role play opportunities to prepare for upcoming client meetings.
One virtually delivered program works with more experienced sellers on their current deals and helps them make progress on specific deals in the pipeline. The company also uses online communities to allow employees to network and share knowledge and best practices.
IBM developed metrics for each program to ensure activities are delivered efficiently and are effective. Surveys are used as follow-up after a learning activity, and semi-annual meetings are conducted with subject matter experts to review and evaluate content validity and timeliness.
These efforts resulted in an increased number of cross-brand industry experts and thought leaders within the organization. The beginner-level programs have been accessed by 76,000 employees, while the advanced role-playing and skills development programs have been delivered to about 3,500 sellers and consultants. The programs receive a net satisfaction score of 3.6 on a four-point scale.