企业大学的投资回报分析

CaterpillarUniversity:DemonstratingBusinessValueThroughMetricsandEvaluationDaveVancePresidentCaterpillarUniversityASTDROINetworkConferenceJanuary28-30,20042LearningObjectivesƒLearnhowaleadingcorporateuniversityisinstitutionalizingmetrics,ROIandevaluationmethodologyto:ƒdemonstratebusinessvalueandƒprovideinternalbusinessdisciplineƒUnderstandthecomplexity,challengesandlessonslearnedfromstartingupamajorcorporateuniversity3OutlineƒBackgroundonCaterpillarƒOrigin,mission,structureofCatUƒTheNeedforROIandFormalMetricsƒFiveActionSteps1.ConductROIStudiesonselectedinitiatives2.Establishthevaluepropositionforlearning3.InstitutionalizemetricswithinCatU4.Implementanevaluationstrategy5.CreateaformalenterpriselearningplanƒReflections,LessonsLearnedƒLookingAhead4CaterpillarInc.ƒ69,000CaterpillarEmployeesƒ36,500insideU.S.ƒ32,500outsideU.S.ƒ246Caterpillarfacilitiesaroundtheworldƒ90,500DealerEmployeesƒ34,400insideU.S.ƒ56,100outsideU.S.5MachinesRangeFrom…216SkidSteerLoader:ManufacturedinSanford,NCOperatingCapacity:1,400lbs.797MiningTruck:ManufacturedinDecatur,ILOperatingcapacity:380-tonnominalpayload6EnginesRangefromƒ9horsepowerforsmallmachinesandgeneratorsƒTo600horsepowerforon-highwaytrucks,transitbuses,firetrucksƒTo3000horsepowerforthelargeCaterpillarequipmentƒToturbineswithover18,000horsepowerforoil,gasandpowergenerationindustries7AndMorethanBigYellowMachinesƒCatLogistics—oneoftheworld’slargestcontractlogisticsproviders,customersincludeHarleyDavidson,DaimlerChrysler,Sprint,andFordMotorCompanyƒCatFinancial—managesaportfolioof$18billion,servesnearly80,000customersƒCatPowerVentures—develops,owns,andoperatespowerplants8TheOriginofCaterpillarUniversityMarketingDistributionTeamrecommendsthatCaterpillarmustbecomeacontinuallearningorganizationtosucceedAneight-memberContinualLearningTeammakesspecificrecommendationsforcontinuallearningandcreationofCaterpillarUniversityƒCatUniversitytofocusoncommonlearningneeds,culture,leadership,knowledgesharingƒTranscend25autonomousbusinessunitsƒFundingmodelforongoingoperationsnotaddressedEconomyslowing;recessionbeginsinearly20011998200020019CaterpillarUniversityEstablishedJanuary2001__________________EnterpriseLearningVisionToberecognizedasoneofthebestcontinuallearningorganizationsintheworld.__________________CaterpillarUniversityMissionImprovetheperformanceofCaterpillaremployees,dealers,suppliersandcustomers.InaSharedBeliefsEnvironment10TheRoleofCaterpillarUniversity“LearningiskeytoCaterpillar’sgrowthandprofitability.Caterpillar’scommitmenttolearningisevidentinCaterpillarUniversity….Theglobalproductmanagerforlearningoverseesthemorethan$100millioninenterprisespendingtomakelearningastrategicassetforimprovingperformanceandprofitability.”GlenBarton,CEO2002AnnualReport11GlobalProductManagerforLearningWorkingacrosstheenterprisetoensuretheinvestmentinlearningislinkedtoCaterpillar'sstrategyandprovidesmaximumvalue.WorkingacrosstheenterprisetoensuretheinvestmentinlearningislinkedtoCaterpillar'sstrategyandprovidesmaximumvalue.ƒEnterpriselearningstrategyƒDevelopmentofnewlearning/redesignorretirementofexistinglearningƒDesigncontrolforlearningƒEnterpriselearningbudgetƒEnterprisemetricsandmeasures12LearningatCaterpillarƒKnowledgeSharingƒE-learningƒLeadershipdevelopment(coaching,workshops,facilitation)ƒClassroomtrainingƒCompetenciesƒCareerdevelopmentƒChangemanagementƒSystemssupport,suchasLearningManagementSystemandKnowledgeNetworkManagingourintellectualcapitalanddevelopmentManagingourintellectualcapitalanddevelopment13Marketing&DistributionProductSupportGeneralStudiesLeadershipAdm.Asst.HR&SpecialProjectMgr.UniversityPresident6SigmaValueChainDeanDeanBusinessProcessesBusinessDeanE-learningKnowledgeSharingLMSPerformance/UsabilityTechnology-EnabledLearningManagerDeanPerformanceImprovementManagerVP–HumanServicesDivisionEngineeringITManufacturingSkilledTradesDeanWorkforceDevelopmentRegionalCenterCoordinationVendorManagementMasterSchedulingHSDLearningConsultantCommunications14RoleoftheCatUManagersƒMeetcommon,globallearningneedsƒEnsurecustomersatisfactionwithCatUservicesƒEnablelearningpartnershipƒWorkwithleadlearningmanagersƒWorkwithadvisoryboardsƒMembersrepresentdifferentbusinessunitsƒGeographicandsubjectmattermix15CaterpillarUniversityGovernanceƒBoardofGovernors,whichincludestheCEOandseniorexecutivesƒAdvisoryBoardforeachcollege,whichincludesseniorleadersfrom“user”groups16PartnershipinDevelopingStrategicLearningƒLeadLearningManagers,onefromeachbusinessunitƒDualsolidlinereportingtoCatUandBusinessUnitƒMonthlyteleconferencesƒGlobalTeamsƒLeadLearningManagersandSubject-MatterExpertsƒServeasconsultantsonkeyinitiatives17HowCatUDeliversLearningEnterpriselearningprogramsforclassroomdeliveryBusinessUnitsE-learning,KnowledgeSharing,LeadershipdevelopmentORLearningManagersinBusinessUnits18DemonstratingROIWasViewedasEssentialƒGivenlimitedresourcesin2001-2002,therewasincreasingdebateaboutthevalueoflearningexpenditure.ƒROIevaluationwouldreinforceaccountabilityfortherolethatlearningprofessionalsplayinachievingbusinessresults.ƒThenotiontha