The slides from this webinar examine the evolution of training technology and outlined how implementing the right technology is helping companies support role-based training programs, making learning easier, and delivering training as part of quality processes – while ensuring job and audit readiness. We shared training best practices and how technology can: • Align training with corporate goals • Improve quality management with modern learning techniques • Enable micro- and in flow learning • Simplify role-based training • Measuring learning and training impact About our presenters: Karl Kapp, Bloomsburg University of Pennsylvania An expert in the convergence of learning, technology, and business, Karl Kapp was named to the 2017 "LinkedIn Top Voices in Education" list and has been named a top influencer in the training industry. Author of seven books including “The Gamification of Learning and Instruction” and “Play to Learn,” Karl is a highly sought international, TEDx and industry speaker. Kent Malmros, Veeva Systems Kent has spent the majority of his career delivering technology-enabled training solutions to life sciences, holding leadership positions at industry leading companies such as AdMed, ClearPoint (Red Nucleus), UL EduNeering (UL), and now at Veeva Systems. To watch the full webinar on demand, please register here: http://bitly.com/2Oh2TLc.

1. 1Sponsored byVeeva SystemsSponsored ByVeeva Systems
TRAINING AS A STRATEGIC ADVANTAGE
IN QUALITY MANAGEMENT
Dr. Karl Kapp, Director of the Institute for Interactive Technologies
and Professor of Instructional Technology at Bloomsburg University
in Pennsylvania
Kent Malmros, Senior Director, Vault Training
Veeva Systems

2. 2Sponsored byVeeva Systems
KARL KAPP
BLOOMSBURG UNIVERSITY OF
PENNSYLVANIA
An expert in the convergence of learning,
technology, and business, Karl Kapp was named
to the 2017 "LinkedInTopVoices in Education"
list and has been named a top influencer in the
training industry.Author of seven books
including “The Gamification of Learning and
Instruction” and “Play to Learn,” Karl is a highly
sought international,TEDx and industry speaker.
KENT MALMROS
VEEVA SYSTEMS
Kent has spent the majority of his career
delivering technology-enabled training solutions
to life sciences, holding leadership positions at
industry leading companies such as AdMed,
ClearPoint (Red Nucleus), UL EduNeering (UL),
and nowVeeva Systems.

3. 3Sponsored byVeeva Systems
TOPICS
• Competing Priorities for Training
• Ensuring Results
• Tying corporate training to strategic objectives
• Unifying business processes with learning technologies
• Future of Learning
• Using modern learning techniques
• How technology modernizes learning
• Measuring Impact

4. 4Sponsored byVeeva Systems
“Bottom line: in today's skills-constrained workplace, corporate learning
is not just a program to improve productivity and reduce errors.When
managed well, it can be one of your most important sources of
competitive advantage.”
— Forbes Magazine
“Organizations need to retool learning, changing it from an obsession on
individually focused and content-driven events to learning that is deeply
contextual, social, and embedded into real work .”
— Harvard Business Review

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TIE BUSINESS NEEDS TO TRAINING
• Create a Bill of Learning
• Create a System of Reinforcement
• Unifying business processes with learning technologies

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POLL QUESTION
IT
What part of the organization do you represent?
Training
Manufacturing
Quality
Quality - Documentation

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WHAT IS A BILL OF LEARNING
A breakdown of corporate strategic objectives into discrete, measurable
learning objectives for specific skill sets.The explosion process ensures
that the educational initiatives within the company are tied directly to
the strategic direction of the company.

8. 8Sponsored byVeeva Systems
Decrease Manufacturing
Related Deviations
Implement Correct
Manufacturing Process
Tracking and Trending
Deviations
Identify Possible Process
Improvements
Knowledge of How to Properly
Perform Assembly Process
Identification and Correction
Based on Deviation Data
Ability to Follow SOP
without Deviation

9. 9Sponsored byVeeva Systems
On the Job
Behavior
Identify and correct
assembly process
deviations.
Instructional
Objective
While assembling
product, the
technician will
identify and correct
process deviations
with 100%
accuracy.
Evaluation
Item
When performing
the assembly
process, can the
employee identify
and correct
deviations?
THE THREE COLUMN CHART
Y N

10. 10Sponsored byVeeva Systems
CREATING A SYSTEM OF REINFORCEMENT
Need to Know
(Why?)
Gaining Knowledge,
Skills and Behavior
Reinforcement Application/Practice
Build
Expertise

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DELIVERING THAT REINFORCEMENT
Complex training
lifecycle management
Disconnected processes
Hundreds of SOPs and policies
across multiple systems
Incomplete or overdue training
tasks / Users have difficulty
completing training tasks
Role-based readiness risk
Inability to easily manage
and track qualification
Challenging
demonstrating compliance
Siloed systems

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DELIVERING IT TO THE RIGHT PEOPLE
R&D
Regulatory
Manufacturing
Quality

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DELIVERING IT TO AN ENGAGED LEARNER
Different content, delivered in different media types,
organized by roles throughout different parts of the
organization.
EDMS
GxP
TMS
CTMS
HR
LMS
Meeting
App
Skype
Web
CRM Coaching
Tool

14. 14Sponsored byVeeva Systems
DELIVERING IT TO AN ENGAGED LEARNER
Different content, delivered in different media types,
organized by roles throughout different parts of the
organization.
Unified
Training
Technology

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DELIVERING IT IN THE FLOW OF WORK
Global quality
processes
…
Application and behavior
change
…
Critical and control
documents
…
Extension across the
organization
…
Unified Quality
QMS Document Management
Compliance and
QualificationTraining
Other
Business Processes
Unify Across Multiple Areas

16. 16Sponsored byVeeva SystemsSponsored ByVeeva Systems
USING MODERN LEARNING
TECHNIQUES
Combining the Right Instructional Strategy and the
Right LearningTechnology

17. 17Sponsored byVeeva Systems
“The future is already here.
It’s just not very evenly distributed.”
Quote attributed toWilliam Gibson —
Coined term cyberspace, author of the cyberpunk
novel Neuromancer and futurist.

18. 18Sponsored byVeeva Systems
MEASURING LEARNING IMPACT – “THE EVIDENCE”
Create learning nuggets
(microlearning)
Changing Paradigm (A to Z Shift)
Formulate a learning journey
instead of a learning event
• Encourage learning through
non-traditional media platforms.
• Provide real-time interventions
and solutions matched to
organizational and individual
needs.
• Change control triggered
training events re-assign both
relevant SOPs as well as short,
supporting functional videos
• Develop sessions conducted over
technology-enabled platforms.
Provide business value through
clear understanding of needs
and demonstrating results.
Explain the impact to the
stakeholder at all stages of the
learning journey
• Quality professionals see
immediate interventions
• Learners understand direct
correlation
Based on Gupa, G. (2015) The need for a paradigm shift in corporate learning and development.
Training. https://trainingmag.com/need-paradigm-shift-corporate-learning-and-development

19. 19Sponsored byVeeva Systems
MODERN TECHNIQUES
Microlearning Workflow learning
ModernTechnology
Mon Tues Wed Thur Fri

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Microlearning Macrolearning
• I need help now. • I want to learn something new.
• 2-15 minutes • Several hours or days.
• Declarative, Conceptual Knowledge • Problem-solving, procedures, interpersonal skills.
• Search by asking a question • Content guided by others.
• Video or text • People to talk with, learn from.
• Indexed and searchable • Coaching and support needed.
• Content rated for quality utility • Content consumed when delivered.
• Refresher learning • Deeper learning, building meaning.
Videos, articles, code samples, job aids Courses, classes, MOOCs, Programs
Modified from: Bersin, J. (2017)The Disruption of Digital Learning: TenThings We Have Learned.
https://www.linkedin.com/pulse/disruption-digital-learning-ten-things-we-have-learned-josh-bersin
MICROLEARNING

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POLL QUESTION
YES
Is your organization using microlearning?
NO
NO, but we are planning to in the next 12 months
I don’t know

22. 22Sponsored byVeeva Systems
TYPES OF MICROLEARNING
• Preparatory Microlearning – Preparing employee for task
• Post-Instruction Microlearning – Pull through and reminders of activities
• Primary Microlearning – Main source of learning
• Performance Support Microlearning – Providing instructions while task is
performed
• Persuasive Microlearning – Attitudinal: Quality outlook or attitude

23. 23Sponsored byVeeva Systems
WORKING DEFINITION
Microlearning is a specific instructional unit or series of units which average
between 2-15 minutes in length and are intentionally designed to elicit a
specific response from the learner.These responses include, prompting a
reminder to take a specific action, the primary instructional delivery, post-
instructional refresher content, preparatory instruction before another learning
event or if it’s assisting the learner with the performance of a task.

24. 24Sponsored byVeeva Systems
GIVES
CONTENT
LESS THAN
7 SECONDS
TO DECIDE
IF IT HAS
THEIR
ATTENTION
Uses 2+devices
per day
Checks their
smartphone
times per hour
Penfold, S. (2017) 7 Mobile Learning Design Strategies:Tips, Examples,And Demos Steve Penfold. Elucidat
https://blog.elucidat.com/mobile-learning-design-strategies/
9

25. 25Sponsored byVeeva Systems
70%
USE THEIR
OWN
SMARTPH
ONE TO
LEARN
67%
of people learn on
mobile devices
Penfold, S. (2017) 7 Mobile Learning Design Strategies:Tips, Examples,And Demos Steve Penfold. Elucidat
https://blog.elucidat.com/mobile-learning-design-strategies/

26. 26Sponsored byVeeva Systems
Penfold, S. (2017) 7 Mobile Learning Design Strategies:Tips, Examples,And Demos Steve Penfold. Elucidat
https://blog.elucidat.com/mobile-learning-design-strategies/
Where are
People
Learning? 52%
AT THE POINT
OF NEED
47%
IN THE
EVENINGS
& WEEKENDS
27%
DURING THE
WORK COMMUTE
42%
AT WORK
30%
WHEN NOTIFIED
OF AN UPDATE

27. 27Sponsored byVeeva Systems
When work is interrupted, it takes an average of 23
minutes and 15 seconds to get back to the task.
– Gloria Mark, Professor in the Department of Informatics
at the University of California, Irvine.

28. 28Sponsored byVeeva Systems
LEARNING IN THE FLOW

29. 29Sponsored byVeeva Systems
Document(s)
Change Action Change
Execution
Change Request
Completion
Change Action
Change
Execution
Completion
Impact
Assessment
Change Plan
Creation
Pre-Approval
Post Approval
Implement Closure
Change actions approved
Auto Re-Training
Triggered
Qualification
Verification
LEARNING IN
THE FLOW

30. 30Sponsored byVeeva Systems
VISUAL WORK
INSTRUCTIONS
Proper assembly of tubing.
Insert piece A into B.

31. 31Sponsored byVeeva Systems
2017 ATD Research Report: Microlearning: Delivering Bite-Sized Knowledge

32. 32Sponsored byVeeva SystemsSponsored ByVeeva Systems
MEASURING IMPACT

33. 33Sponsored byVeeva Systems
MEASURING IMPACT
Behavior change
• What behavior is changing as a
result of intervention?
ROI and transfer of learning
• How relevant was the content to employee’s job?
• How effectively can employee apply what they’ve learned to
the job?
• How closely does the instruction match the tasks the
employee performs on a daily basis?
• How valuable is the instruction in helping employee perform
the job?
• How convenient was the learning opportunity? Did it
interrupt or enhance work?

34. 34Sponsored byVeeva Systems
MEASURING IMPACT
Business Outcomes
• How are you connecting training
outcomes to critical business
processes and outcomes?
Connecting Learning to Strategic Objectives
• How relevant was the content to the corporate objectives?
• How efficiently did it reach the right audience? How much
delay occurred between the time content was needed and
the time it was consumed?
• How are you connecting training outcomes to KPIs that
measure that strategic objective?
• What additional training related data can you leverage to
improve the overall program?
• How effectively did the content convey critical concepts?

35. 35Sponsored byVeeva Systems
ENFORCE
COMPLIANCE
MONITOR
QUALIFICATIONS
MEASURING IMPACT

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CONNECT THE DOTS

37. 37Sponsored byVeeva Systems
SUMMARY
Invest inTraining and Development
Measuring Impact
Follow a Systematic Process forTraining
Use Modern LearningTechniques

38. 38Sponsored byVeeva Systems
KARL KAPP
@kkapp
karlkapp@gmail.com
KENT MALMROS
@kmalmros
kent.malmros@veeva.com
QUESTIONS?