Offering elearning throughout the customer cycle: Case Nokia

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Offering e-learning throughout the customer
cycle Case Nokia
Stefaan van Hooydonk E-learning Director, Nokia
Corp.
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Agenda
Nokia overview Nokia's vision for e-learning for
the extended supply chain How Nokia has
implemented e-learning globally Lessons and
successes

• Nokia overview

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Balanced global market presence

• Key figures 2002 (2001)
• Net sales EUR 30.0 billion (EUR
  31.2 billion)
• Operating profit EUR 5.42 billion
  (EUR 5.24 billion)

Nokias largest markets 2002 US, UK, China,
Germany, Italy, France, UAE, Thailand, Brazil
Poland (together representing 60 of total sales)
1 EUR 1.05 USD (December 31, 2002)
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Committed Nokia team

• 51 748 employees (2002)

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Agenda
Nokia overview Nokia's vision for e-learning for
the extended supply chain How Nokia has
implemented e-learning globally Lessons and
successes

• Nokia's vision for e-learning for the extended
  supply chain

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Scope Enabling e-learning across the Nokia
supply chain
B2C
Club. nokia
Nokia.com
Forum. nokia
B2E
Common strategy
Internal portal
Common pedagogics
Common processes
Common platform
Supplier portal
Reseller portal
Support WEB
Operator portal
B2B
End result Enabling Nokia to deliver learning to
over 200 million people
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Pushing towards integrated knowledge creation and
learning

• Multichannel-, multimedia solutions
• Innovative blended solutions
• Learning communities
• Virtual brainstorming

Informal learning
Knowledge Creation
Knowledge Refining

• Learner centric, non-linear learning
• Learner content producer
• Multifaceted collaboration elements
• Assessment
• Reusability

Formal learning

• Self-study
• Virtual classroom
• Online certifications
• Collaboration facilitation
• Push pull
• E-simulations

E- M-training
Info Sharing

• Edu-marketing
• Information push
• Online text, audio video

F U T U R E
T O D A Y
P A S T
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E-learning for business partners

• Increased product complexity requires different
  educational model
• E-learning integral part of B2B model and process
  
• Examples of B2B e-learning in Nokia
• Phone distributors/dealers e-learning content
  for every new Nokia phone (multiple languages
  globally)
• Telcos Self-study packages with access to Nokia
  experts and virtual classroom
• Phone repair centers Streaming video packages
  for repair centers

• Strategic Framework
• Audience different types
• Motivation what enthuses them
• Access intra-, extranet, bandwith
• Interface tailored for target group?
• Content job vs product specific
• Delivery online only?

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E-learning for end users

• Everyone who purchases a device wants to learn
  how to use it but customers also have learning
  needs at each stage of the customer promise

Re-Purchase
Ownership
Purchase
Pre-Purchase
Whats available that I dont have? What is the
natural upgrade product for me?
Teach me how to configure it for me and add
services? How do I operate it? How do I service
it ?
I want to learn what products meet my need and
how do they compare?
What is my need? give me inputs and education
about what is available.
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E-learning for Nokia employees

• Comprehensive e-learning portfolio available
  through Learning Market Place
• Multiple delivery methods, self study, virtual
  classroom, blended solutions
• Multiple content creation tools
• Some courses are free and others are charged to
  learners department
• Learners get a personal learning history

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E-learning creation process

• Product / service content focus
• Business unit driven
• Target group (B2E, B2B, B2C)
• Multiple packaging technologies
• Centrally driven pedagogical technical
  standards, processes, guidelines and vendors
• Room for innovation

Nokia content creation process
E-learning history Phase I E-books Phase II
Basic interaction Phase III Diversified
interactivity Phase IV Mobility gaming

• Learning points
• Technical issues should not be restrictive
• Need for flexibility
• Importance of scalability

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New aspects Gaming

• Interactivity
• Drama
• Engagement
• Visualization
• Social context
• Competition

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New aspects Mobility

• Mobile learning (m-learning) can be used for
  e.g.
• Quick guides
• Mobile discussion forum
• Performance support
• Reference guides
• Just-in-time learning
• Audio learning
• Game-based learning
• Foto/Video diagnostics

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Agenda
Nokia overview Nokia's vision for e-learning for
the extended supply chain How Nokia has
implemented e-learning globally Lessons and
successes

• How Nokia has implemented e-learning globally

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Co-op with Business Groups
The principle will be decentralised operation of
the e-learning environment for each audience with
centralised vision, platforms and processes
key-user champions rollout e-admin
promotion of e-courses
project management support
input to processes
input to vision
internal and external training organisations
input to vision
BGs
business deployment
course creation
input to processes etc.
feedback analysis
facilitate vision
e-learning team
overall feedback analysis
change management support and consultation
vendor selection consultation project support
develop processes, standards, vendors,
pedagogics, infra/appl, roadmap, portal
integration
input to vision
e-learning technical team
ongoing service support
infra/apps deployment and integration
application support
execute development needs
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A central team enabling the business to achieve
results through e-learning

• To provide one-Nokia vision, e-learning
  leadership and expertise
• To implement a scalable Nokia-wide e-learning
  infrastructure supporting the needs of different
  BGs
• To support both internal and external e-learning
  initiatives
• To create supporting processes to enhance speed
  and overall efficiencies (content creation,
  pedagogics, change management, reporting etc.)

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This strategy is enabled by an e-learning
technology architecture
Application Framework
Creation
Management
Delivery
Delivery Framework
Hosting
Network
Desktop
Objective consistent creation, management and
deployment environment for internal and external
audiences
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Agenda
Nokia overview Nokia's vision for e-learning for
the extended supply chain Nokias B2B e-learning
strategies and processes Lessons and successes

• Lessons and successes

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Lessons learnt

• Plan well
• Use pilot approach
• Have dedicated technical resources
• Centralize technology, processes and vision -
  decentralize operation and content creation
• Prepare to challenge change existing processes
• Embed e-learning in the business proposition,
  don't isolate it
• Actively look for synergies across the
  organisation
• Management commitment - comes automatically after
  successful projects
• Spend at least as much dollars on change
  management as on the bits and bites

E-learning is not about learning, it's about
conducting one's business
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