Creating an Enterprise e-learning Program

Creating an Enterprise e-learning Program Don O Guin Pfizer Jacquie Beck Brookwood Media Arts 2008 Adobe Systems Incorporated. All Rights Reserved. 1

Agenda Pfizer & Brookwood Overview Pfizer s Rapid e-learning Initiative Results & Best Practices Challenges to Success Q & A

Pfizer, Inc. 1849 1861 WW II 1961 1999 2000-2003 History Founded 1849 in New York City Revenue: $48 billion, 2007 R & D: $ 8 billion, 2007 Fortune 500 list, #47 in 2007 Acquisitions: Warner-Lambert, Parke-Davis in 2000 Pharmacia in 2003 Operates in 72 countries

Pfizer, Inc. Pfizer Accolades 2007, 100 Best Companies - Working Mother Magazine (9 th time) 2006, Top Corporate Giver - Chronicle of Philanthropy 2005, America s Most Admired Companies - Fortune Magazine 2001 & 2002, #1 U.S. training organization - Training Magazine

Pfizer Product Lines

Brookwood - Capabilities Our mission is to provide world-class training solutions to our customers and become the trusted T&D advisor. Our vision i is to blend our experience and education into a relationship of trust & loyalty, while becoming the partner that exceeds expectations with integrity and hard work. elearning Strategy & Consulting Instructional Design & Support Custom Development Strategic API s elearning Development Templates elearning Best Practices Guides Enterprise elearning Deployment Adobe Certified Training, Coaching and Mentoring

Brookwood elearning Clients

What Were Our Upfront Challenges? 8

Training Content Challenges How can we Deliver content faster? How do we Reduce vendor dependence? How can we Shift more information to e? How can we Empower SME s to create content? How might we Increase learning sustainability? Will we be able to Measure learning outcomes?

Selection & Implementation Challenges How can we Select a tool easy to train, use and support? How can we Insure quality without strong governance? How will we Know if we are successful? How can E-Learning be seen as equal to classroom?

And So We Began in 2004 Pfizer selected Adobe Presenter to Author PowerPoint content into online presentations & courses Manage & Deploy server content and learner enrollment & management Measure effectiveness with learner & course reports Because Adobe s reputation in content creation & e-learning marketplace Strength of Adobe Connect Enterprise solution Integrates with Pfizer global HR directory of colleagues Integrates with Pfizer team & hierarchy db s Quiz and Reporting capabilities

Pilot and Launch Four month pilot program, with phased release of Presenter beginning Dec. 2004. 2004 Jul Aug Sep Oct Nov Dec Jan Feb Presenter Team Project Management Presenter Contract Budget Approval Licensing, Server Procurement Installation Pilot Participant & Content Author Training Presenter Release Pilot Begins LDAP / UP Integration Create, Refine Training Materials Present Results to AT, TT Release to US Training

Presenter Team, 2005 Establishing best practices for content creation and delivery was a key to early success. Media Development Business Technology 2 E-Learning Training Roles Flash Presenter Integration Project Management PowerPoint Training Audio Server Training Materials Presenter Author Training Video Standards, Best Practices Support Server Administrator Instructional Designer Measurement & Evaluation

Content Creation Process Communication PowerPoint Content Use Template Narration Script Review, QA Record, Publish, QA Instructional Content PowerPoint Content Use Template Instructional Design Review, QA Record, Publish, QA Learning Objectives Design Interactivity Narration Script Develop Quiz

Initial Author Training, 2005 Face to Face Training It s a Breeze Guide Communication vs. Instruction ti Model process for content creation Instructional design Designing quizzes & surveys Pfizer best practices p

Performance Support, 2007

User Group SharePoint Site, 2008

Our Results

Rapid e-learning Partnerships U.S. Field Training Sales Technology Training Managed Markets Training Media Development Headquarters L & D Representative Training & Curriculum Development Pfizer Pfizer Global Manufacturing Pfizer Animal Health Corporate Communication Marketing Pharmacovigilance Education Medical Pfizer Political Action Committee (PAC) 50% of Adobe Presenter projects are business critical communications.

Rapid e-learning Sweet Spot at Pfizer Awareness A new competitor has been introduced. Understanding Learn why physicians are interested in this product. Skill Role play how to effectively present a Pfizer product vs. this new competitor.

How Did We Measure? Presenter Capabilities Survey & Quizzes True / False, Multiple Choice, Multiple Answer, Matching, Likert Scale, Fill in Blank, Short Answer Reports on learners, or groups of learners Assessment & Evaluation Used Measurement, Evaluation & Strategic Analysis Team (MESA) Test bank of valid, reliable survey questions Created level 1 evaluation Best practices in It s A Presenter guide Pfizer Case Study, FFO in 2005

Survey Responses: 1% 1% 8% 47% 43%

Case Study Field Force Optimization 2005

Case Study Field Force Optimization 2005 U.S. field force reorganized, Summer 2005 (FFO) Most sales colleagues took on new product responsibilities; many a new role as well Field force received new laptop & software upgrades All needed What s New training in 10 day window Classroom training not a viable option Reps completed Individualized curriculum in 10 days (5-10 Presenter s) s) Surveyed upon completion of the curriculum Help Desk calls Monitored 30 days post training Compared to Adobe training report: completed / incomplete

Case Study FFO 2005 Presenter survey Quality of training Motivation Tenure Prior experience Computer confidence How much they learned; was the training effective Level of manager support for completing the training Responses 8,300 completed survey 84% of respondents were field sales reps, 16% managers 7,910 completed all required training, 562 did not

Results of FFO Presenter Training Findings Quality of training? How much did you learn? Help Desk Calls ROI 3.96 on 1-5 scale 321on1-5 3.21 1-5 scale Of 7,910 completions 5,060 calls.6 per rep Of 562 non-completions 1,068 calls 1.9 per rep Rapid e-learning content cost about $60K Classroom training costs avoided for 10,000 reps / managers 10,000 X air travel + hotel + training facilities Reduced Help Desk calls @ $50 per call, saving $498K Rapid e-learning effective for hardware & software upgrade training, reducing Help Desk utilization, and keeping sales in the field Net benefit to Pfizer was $2.7m, and ROI of 1,463%

Remaining Challenges

Credit:

Remaining Challenges Content More interactivity, engagement More & better assessment; pre & post tests Balance rapid creation vs. solid ID; longer project time FDA required content t review and Pfizer regulatory approval Resources Internal resources available for e-learning development Instructional designers Course developers Lack of enterprise Help Desk / IT support model for Adobe Presenter

Takeaways Process & Governance Appropriate p for your organization Leverage existing content processes Instructional ti Design Create training & resources that foster quality and internal best practices Expect to push back on speed vs. quality Corporate Fit Rapid e-learning fits in more business areas than expected

Q & A Don O Guin Senior Manager, e-learning Pfizer Global Pharmaceuticals Donald.oguin@pfizer.com Jacquie Beck, M.Ed. Senior Vice President Brookwood Media Arts jbeck@brookwood.com