Case Study

Example Enterprise Knowledge Assurance Program Implementation

Equifax Named in T&D Magazine's "39 Best"
As noted in the quote below, Equifax is recognized as one of the best in ASTD's T&D (Training & Development) Magazine for 2006.

"While many companies view performance management as a basic process that links individual and organizational performance, Equifax values performance management as a critical process in organizational success.
“The company created an online program to enhance individual and organizational performance. Equifax's customized performance system strengthens the link between organizational and individual performance, increases accountability, and improves follow-up.

“Managers must create annual objectives in four key areas: strategy, operations, people, and finances. Those objectives are weighted alone with needed competencies for daily workplace duties. A mid-year evaluation is entered into the system to determine if they are meeting objectives, evaluate whether any objectives need to be modified, and assure that manager are discussing performance with their employees.

“Specific ratings are not given at this mid-year review. At the end of the year, final reviews are given by two levels of supervisors to ensure alignment with the organization's strategy. As part of this performance management program, employees must include a learning objective. The objective counts for 10 percent of their overall evaluation and includes how and when the employee intends to accomplish the objectives and apply them to their job or career development."

Solutions Overview

Equifax, Inc., a $1.4 Billion Fortune 500 (NYSE-listed) company, is a leading provider of financial services, with world-wide offices and thousands of employees in thirteen countries. Implementation of the new, first-time “Equifax University” was a corporate-wide initiative to achieve the following new capabilities: create a first ever one-stop, one-source application for standardizing knowledge initiatives; developing effective use of the system; delivering, tracking and controlling all learning and education resources; simultaneously providing department/location training programs flexibility with central control and oversight; providing learners with a simple way to search through available resources and access training and related materials pertinent to their role and professional development objectives, including what courses had been assigned to them; improving employee performance and retention; deliver and manage required compliance and skills training; implement a vehicle to support multiple departments’ training objectives; mitigate unnecessary administrative overhead; integrate with new security access rules; and improve corporate productivity. Managed by the IT department, the supporting services program initially would be key in the “re-branding” efforts for the Equifax University and would create the foundation to shift the paradigm from knowledge and training “availability” to a more formal performance development and knowledge assurance program which includes assigned and mandatory learning tracks tied to employee development programs. The initiative would support blended online courses, offline programs and resources, and classes learning programs. Multi-level tracking and reporting is a key focus.

The IT department identified requirements for a total system, including key implementation and organization consulting and change management/intervention services. The goal was to launch a well-used, highly effective new learning program/platform that is effectively and efficiently used by learners, administrators and managers to achieve the above goals, for: changed operating procedures; improved instructional design; first-ever engagement of key departments as education partners with central oversight (reign in rogue training efforts); and ultimately to better achieve such organizational goals as improved sales, reduced operating expenses, improved compliance activity and tracking, reduced overall training costs, improved productivity per employee, improved retention and career progression, improved leadership practices, and improved shareholder returns.

The “one-stop/one-source” for training would provide Equifax with an effective means to successfully achieve organizational goals – via standardized and automated communications, “push” and “pull” learning management programs, certifications management, career paths options for personal use, consistent training information and interface, improved management control, and data archiving and reporting procedures.

Learn.net was selected after a rigorous RFP process to implement the technology and performance management programs to provide a new LMS for new hire orientation, information security compliance, products training, and to assist with: support of the development and delivery of instructor-led training; the development of leading-edge technology-based training; the future development of learning aids and performance support tools; and knowledge management interventions as required to inculcate the new enterprise-wide program and system into the core fabric of the company. Learn.net provided all aspects of planning, program development change management consulting, “MAPLE” LMS, its implementation and training services to guide the roll-out process for greater user adoption and achieving corporate performance goals. Knowledge intervention was needed with the following departments: Human Resources, Marketing, Sales, IT and Administration. The implementation included workflow designs for both departments and roles. This involved goals-related strategies, catalogs management, assignment/approval, assessments, course workflow design and tracking/reporting business processes. Additionally, planning for the deployment of broader learning blended programs activities (with multiple automated communications and approval levels) were developed, approved and implemented supporting the launch of the new “MAPLE” platform.

Business Process Improvement Example 1: Required Information Security

After “MAPLE” was installed and training completed, the improved information security training initiative was introduced to the entire organization including international business units. The program spans the entire year of 2006 including a series of 10 courses being scheduled with required completion dates throughout the year. The initiative has two primary objectives: (1) effectively and in a cost effective manor, train the entire organization on critical information protection elements; and (2) create the internal security department website as the resource for all security information.

The first course in a series of 10, Password Security for Equifax Employees, includes not only selecting “strong” passwords and changing them regularly, but also how to avoid phishing and other social attacks to compromise passwords. This initiative was begun in October 2005 and currently continues for all new employees.   The initiative includes email campaigns to the student audience with an embedded “MAPLE” link. This allows close tracking and control with a minimum of impact on the student. Ninety-two percent of all students completed the course prior to the deadline of 1/31/06. The course consists of pre-test, instructional, and post-test components. A passing score of 80% had to be achieved, or the course had to be repeated to guarantee competency. The course was offered shortly after deployment of the new “MAPLE” platform and served to orient learners to the new use of online courses, with positive usability feedback.

Business Process Improvement Example 2: Implementation of an Online Library

Another example is the inclusion of the Equifax library content within the online University. Equifax has for sometime maintained a robust library of learning resources (books, CD’s, video tapes, DVD’s, etc.) that are available for self-study for all employees in any location. The objective was to consolidate this list into the online learning system as a searchable and categorized catalog to create a business process to find, request, receive and use, and confirm the return of an item, along with granting associated learning credit to the learner upon completion. Learn.net consulted with the client to provide workflow and integration design such that learners can search for, check in/check out an item, and get credit for its use. HR is able to confirm usage and grant any applicable learning credit. Another advantage of this implementation is the leveragability for management to specifically assign a library item as required work and to add the use of library items within a blended learning structure (classes, online courses, materials, etc.). The categorization process was particularly rigorous, as decisions about what constitutes training versus reference material (to help distinguish when knowledge could be achieved and therefore learning credit accrued) had to be made.

Business Process Improvement Example 3: Classes Management

There is no more an expensive training method than an employee in a “class;” including “opportunity costs.” Thus, it is important to Equifax to ensure business processes that impose appropriate manager approval of work time to be spent in a class (allowing the manager to ensure content is appropriate before the resource is expended). Additionally, creating a workflow that maximizes the benefits of such training by designing appropriate pre and post work is important. Learn.net designed a fully automated class approval workflow along with courses designed to achieve the goals noted above. The objectives were to minimize HR level administration in the approval process based on limited resources, engage managers in the learning/planning process; while creating tools and work flow that leveraged the ease of “MAPLE’s” email notification and embedded links with dynamic content to make the process simple and fast for all parties.

Future primary plans include the introduction of departmental/job related required certifications and compliance training automation. Any required/mandated training takes careful planning so as to blend the workflow with the overall culture of the organization, along with the overlapping goals of the multiple business units requiring the training. Assuring multi-hierarchy reporting is a key focus also. Adding further guaranteed competency controls will be a focus also, to assure results, limit E&O problems, increase productivity, and continually improve business processes to achieve the above corporate goals.

Blended Solution Options From Which To Choose…And With Which To Seamlessly Grow

“MAPLE” Provides A Complete Knowledge Assurance Platform…With Which To Exceed and Grow