Learning Administration

As training programs become more complex, successful learning administration is increasingly critical because a skilled workforce can define an enterprise’s success. Learning administration is a complex task that often requires coordinated capabilities across the globe, yet is often performed inefficiently by internal personnel whose skills are better invested in defining the direction of learning programs.

With the proper technology backbone coupled with staff support a company’s learning administration strategies can fulfill employees’ potential and ensure the effectiveness of the learning experience; however, technology alone isn’t learning administration, as many learning management systems merely offer the technology underpinnings that facilitate delivery and monitoring of training programs. By contrast, learning administration is the convergence of superior technology with intelligent use of human capital.

Components of Our Platform

When our clients elect to use NIIT’s learning administration services, they often seek higher levels of self-service, faster response times, and lower costs than they had previously. Clearly, the intelligent use of technology is at the center of how we can provide these benefits. We view training administration as a technology-enabled service. The key components of our overall platform include systems for learning management, customer relationship management, vendor management, tuition reimbursement, and internal cross-charges and financial reporting.

Our perspective on the full value of outsourcing learning administration is driven by the ideas that improved administration can reduce execution issues that drain value from training; prevent gaps in value (such as too few books being shipped, or instructors not giving students enough notice on pre-work); help address the complexity in learning programs, particularly with blended learning; and, use technology to drive improved processes as well as self-service technology.

The Best of Both Technology and Customer Support

• Reduced costs of learning programs / costs that are internationally competitive
• Increased management control
• International scalability
• Improved service levels
• Best practice processes, technology, and a highly experienced team
• Ability to refocus internal staff on higher value-add activities
• Increased self service levels for learners, instructors, and other stakeholders
• Consistent, sustainable global processes based on best practices
• Increased operational efficiency
• Learning Management Systems that will keep pace with new technology developments

Customer Satisfaction and Business Value

NIIT’s goal is to provide industry-leading functionality through an easily managed, well integrated program. Here is how our approach adds value for our customers:

Commitment to Customer Satisfaction

NIIT is committed to achieving customer satisfaction through transparent management, including clear accountability and process definition, and robust Service Level Agreements (SLAs). We also employ rigorous, data-driven management, a robust governance structure, and ongoing process improvement. This approach helps reduce attrition and ensure customer satisfaction today and throughout the entire outsourcing relationship.

This commitment to customer satisfaction goes hand-in-hand with creating business value. To achieve reduced costs and streamlined management, NIIT implements not only continual improvement and quality management processes, but also process automation across technologies and process redesign as needed, to stay aligned with business goals.

Figure: NIIT's Learning Administration Solution for Philips

NIIT’s Learning Administration services include:

• Catalog management
• Class management
• Course management
• Demand forecasting and management
• Delivery management
• Enrollment management
• Finance and accounting management
• Instructor staffing and training
• Materials fulfillment
• Scheduling
• Student enrollment
• User management
• Vendor management

Learning Administration Benefits

By using technology, industry best practices, and a network of experienced resources NIIT provides cost-effective, global Learning Administration services that enable our clients to:

• Increase management control
• Realize international scalability along with the necessary flexibility to meet training demands and learning spikes
• Focus their employees on higher, value-added activities
• See increased customer service levels
• Convert costs from fixed to variable with reduced and internationally competitive rates
• Increase self-service levels for learners, instructors and other stakeholders, and reduce attrition rates

Case study: Philips: Reducing Learning Expenditures by 20 – 25%

Since 1891, the Philips brand has been recognized for trailblazing new designs in healthcare, lifestyle, and technology systems. The company continues to drive home its brand promise, “sense and simplicity,” by continually creating sophisticated products for consumers and organizations.

In this era of fierce competition—one in which progress hinges on knowledge—Philips decided to apply this spirit to its learning initiatives. The company partnered with NIIT on the ‘One Philips’ learning development initiative. It helps to strengthen the sense of community across borders and consistently build critical skills and deepen knowledge within workers worldwide, while also providing clear ROI to the organization. As a result of these initiatives, which relied on NIIT’s Global Training Administration System and Back Office Support Desk, Philips achieved a 30% reduction in training overlap and a 20 – 25% reduction in learning expenditures. This solution also earned a Bersin Learning Leaders Award in 2008.