Partner ecosystem

• Offer innovative business models

• Develop and ignite a partner ecosystem that meets emerging customer needs in terms of custom solutions and consultation

• Create deep and meaningful customer relationships

Global Perspective on Technology Training

Like nearly every other sector of the world economy, the market for corporate technology training was negatively affected by the post-2000 global recession. Corporations implemented deep budget cuts, causing a shakeout among con­tent and training providers. The global corporate technology training market— primarily representing instructor-led classroom-based training (ILT), asynchronous e-learning (self-paced), and synchronous e-learning (live)—peaked at $20 billion in 2000. By 2003, the market had contracted by 13 percent to $ 17 billion (Gelfuso et al., 2005).

The market for corporate IT training is forecast to reach $18.2 billion in 2005, a 2.3 percent compound annual growth rate (CAGR) for the years 2002 to 2005 (see Figure 7.1). ILT is expected to lose 2.5 percent market share to self-paced and live e-learning training methods, which are projected to grow 8 percent and 22 percent CAGR, respectively, for 2002 to 2005 (Gelfuso et al, 2005).

The following key factors are driving growth in demand for e-learning:

• Improved technology and content, with greater interoperability among learn­ing technologies and integration with other business applications and richer, more engaging content

• Integration of e-learning with learner work flows and the need to have ever more competent and trained employees

94 The Handbook of Blended Learning

FIGURE 7.1. WORLDWIDE CORPORATE TECHNOLOGY TRAINING MARKET.

Increasing presence and use of collaborative technologies that have a direct

impact on the demand for synchronous (live) content and training

A mobile workforce that increasingly demands flexible, modular, anytime, and

anywhere access to training

Emphasis by corporations to cut costs by reducing travel and training expenses

and the need to prove return on investment (ROI)

Customer Needs

The trends described, however, do not tell the whole story of the technology mar­ket. Fundamentally, technology training is changing focus from " help my orga­nization understand and master the features of these products and systems" to " help my organization acquire the skills and knowledge to apply these products and systems to improve productivity, competitiveness, and customer and sup­plier loyalty." In this regard, customers today feel that the word development, rather than training, more closely describes their needs. Customers say they want train­ing (development) to be tied as closely as possible to specific projects. ROI will be calculated not on training per se but on performance measured against key project requirements. Customers want customized training that tailors instruction

Putting Customers First at Microsoft

to the needs of individuals on the project team and to the project itself. They do not want one-size-fits-all training.

In this landscape, ILT, e-learning, books, CD-ROM, instant messaging, and more can be seen as powerful tools, but not solutions. The shift in empha­sis to solutions is causing a fundamental realignment in the relationship of prod­uct suppliers, training channel partners, and customers. The shift is also affecting the formulation of training content and delivery. The most sought-after tech­nology training providers of the future will be those who become consultants first and trainers second. Only through the consultative process can development needs be accurately assessed, skill gaps identified, blended solutions prepared, and value ultimately measured.

There are a number of key technology training developments and trends to watch for:

• Growing demand for customized, blended training within organizations and just-in-time, individually tailored learning plans for employees

• Increasing need for simulations, virtual lab environments, and case study exercises to make training more relevant to job roles

• Greater access to training and technology experts through synchronous learn­ing driven by growth of collaborative technologies

• Emerging opportunity for training organizations to delve deeper into consulta­tive engagements widi corporations and be directly involved as solutions providers

• Communities of practice, that is, peer-to-peer interaction, which will increas­ingly be accepted as an effective means of maintaining and updating profes­sional skill levels

A New Framework for Empowering Partners and Creating More Successful Customers

These trends demand a new framework for approaching organizational devel­opment through training. Microsoft Learning believes that this new framework begins with assessment, moves to training, and progresses to validation and post-training assessment (see Figure 7.2).

Assess

In May 2004, Microsoft Learning unveiled Microsoft Skills Assessment for Organizations, a powerful Web-based tool for assessing organizational and individual skills. Microsoft Skills Assessment for Organizations measures individual

96 The Handbook of Blended Learning

baseline skill levels, compares those skills to the required proficiency for a team pro­ject to identify skill gaps, and then reports an organizational view of this informa­tion. Armed with reliable and credible assessment data for both individuals and the organization, Microsoft training partners—Certified Partner for Learning Solu­tions (CPLS)—consult with customers to create a customized development plan based on blended learning and aimed at helping the customer organization meet its specific project and business needs. This approach offers maximum flexibility Through skill gap analysis, learning plans can be tailored to the needs of the indi­vidual, the team, and the organizational development project. Microsoft Skills As­sessment for Organizations provides CPLS partners with a skills consultancy process that serves customers well through the power of blended learning.

Figure 7.3 shows a screen shot from the assessment tool. The project being assessed is designed to enhance information system security within a Windows Server 2003 environment. Appropriate blended learning is identified for the five project team members who will be trained based on where they are currently in terms of skills and knowledge and where they need to be.

Microsoft Learning's emphasis on individual and organizational assessment helps to move CPLS partners from purveyors of standardized courses to true solution providers. These partners will have the tools necessary to help solve important development issues in the application, operation, and support of ad­vanced information technology.

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