Dealer Learning Statement of Qualifications for Latitude

The Extended Enterprise Delivered Dealer Learning statement of qualifications 100 E. Main Street, #200 • Saline, MI 48176 • [t] 888.577.2797 • [f] 734.527.6145 • www.latitudecg.com The Extended Enterprise Delivered Introduction latitude consulting group Latitude Consulting Group, Inc. is a senior technology consulting firm that helps the extended enterprise direct and manage challenging, information-driven partner channels. At Latitude, we design and deliver portals, scorecards, B2B applications, and the Ready Solutions™ learning management system for high-impact channel partner performance. Many Fortune 100 companies (DaimlerChrysler Corporation, General Motors Corporation, and PepsiCo, Inc.) leverage more value from their large distribution networks through Latitude extended enterprise solutions. Headquartered in southeast Michigan, Latitude has gained a deep understanding of the automotive industry’s business processes and unique dealership challenges by working with the Big Three on large dealership portal projects. Latitude has also worked in other knowledgeintensive industries, such as medical devices and computer software, where companies face tough challenges in selling, delivering, or servicing their product. By successfully completing over fifty consecutive projects in these industries, Latitude has developed a reputation for understanding difficult extended enterprise problems and delivering high-quality solutions, on time and under budget. Latitude applies a five-tier strategic framework to improve performance. • Clearly-defined performance objectives focused on consistency • A statistical understanding of how a channel’s causal network yields a certain level of performance and can provide predictive tools • A balanced scorecard, where metrics correlate to performance • A channel portal with single sign-on, intuitive interface, and common processes and data • Knowledge transfer managed with an extended enterprisewide learning and certification management system to ensure all partners perform functions according to objectives The Extended Enterprise Delivered Latitude Fact Sheet Selected Clients. Client Projects o o o o o DCA Ready Solutions LMS DealerConnect Portal Framework Excellence Debit Card Incentive System MyPersonnel 2.0 Dealer Scorecard GM AME Ready Solutions LMS TradeXchange Buysite SPO Wise ROS Minority Dealer, Women Retail Initiatives GMAC NetQuote Ford.com Build to Order Order to Delivery Virtual Body Shop Ready Solutions LMS 1 Other Clients o o A&D Technologies American Board of Emergency Medicine British Petroleum Covisint Delphi IBM Johnson Controls Lear Corporation Microsoft Corporation Novartis SPX Valley Forgei University of Michigan Yazaki o o o o o o o o o o o o o o o o o o o o o o o o o MyDevelopNet Competency Management System Pepsi Bottling Group Application Support For more details, on these projects refer to our online case studies at http://www. latitudecg.com/casestudies.htm. Latitude Consulting Group 888-577-2797 www.latitudecg.com Managing Partner Learning for High-Impact Results Readymanagement system Solutions learning Latitude Learning Management System Reduce the time, effort, and cost required to manage large, dispersed dealer channels effectively Minimize administration time required for training and certification programs Give customers a consistent, positive experience each time they interact with your dealerships Help dealers remain profitable through an intuitive system for scheduling, managing, and accessing the training they require Ready Solutions LMS for Dealer Learning Ready Solutions™ learning management system optimizes certification and training programs and maximizes dealer performance for automotive manufacturers 1 Managing Partner Learning for High-Impact Results n ng e ni em ar ag Le an em M yst S Learning and Knowledge Management Performance of the automotive manufacturer greatly depends on the performance of its dealer channel. High performing dealers can easily acquire the knowledge they need to perform their function. They know your products and services, how to provide customer service, and what branding rules they must follow. When the dealers in the channel number in the thousands, training and certification programs set standards Sales to ensure that each dealer deReadiness, Training & livers the same high levels of Certification service as another dealer in Programs the OEM’s sales channel. Performance and Incentives Latitude’s Ready Solutions™ learning management system (LMS) offers an Internet-based solution that helps the automotive manufacturer direct and manage dealer learning, so training and certification programs operate efficiently. It provides a highly-scalable, global training and certification platform that creates high-impact sales readiness and customer service programs. The Ready Solutions™ LMS is based on many large (up to 300,000 users per instance) and successful implementations for clients such as DaimlerChrysler Corporation, General Motors Corporation, and Administaff, Inc. The LMS can be hosted externally at a Latitude data center or internally by the client. t Latitude Consulting Group 888-577-2797 www.latitudecg.com Ready Solutions for Dealer Learning Define Your Dealership Channel Latitude’s Ready Solutions LMS is most suited for automotive manufacturers’ large dealership channels that serve different markets. The OEM can control access to LMS features and define learning requirements according to different groups of users. Course prerequisites and certification requirements can vary according to previous course work and certifications, as well as nontraining data, like job codes and performance data. PARTNER COMMUNITY PARTNER GLOBAL Ready Solutions™ LMS Meets Dealer Learning Challenges of the Automotive Manufacturer Advanced Certification and Enrollment Features In an automotive manufacturer’s dealership channel, sophisticated business rules define what different business units and individuals need to know and how they need to be certified. These rules change when the business needs and objectives of the OEM and its dealers change. Ready Solutions automates the management of certification programs and student enrollment to accomodate these rules easily. Extended Enterprise Architecture For the global automotive manufacturer with a large dealer channel serving different brands and regional markets, student profiles and learning requirements vary—one size does not fit all. The Ready Solutions extended enterprise architecture allows complete flexibility in defining the structure of a dealer channel. 2 ➣ Rules-based certification engine allows complex logic based on required and elective courses, performance data, and other certifications. Requirement definitions can be grouped and reused. ➣ Batch enrollment and roster processing make it easier for corporate/dealership staff to schedule relevant training ➣ Auto-enrollment automatically schedules individuals according to certification requirements, nearest location, individual interests, and other factors ➣ Administrators can easily and quickly make changes to course and certification requirements through a flexible, web-based interface ➣ The Ready Solutions platform can deliver certification and training according to learning requirements of dealer market or brand or an individual’s job code. ➣ Dealer channels can be defined and segmented by geography, brand, product line, or any other logical organization ➣ Feature management controls access to LMS functionality based on user roles ➣ Course and user interface templates maintain unified corporate branding ➣ Multilingual user interface for global dealer channels ➣ Installed base includes large implementations with up to 300,000 users ➣ Availability of instructor-led courses can be filtered by user’s geographic location Ready Solutions for Dealer Learning Compatibility Features ➣ Multilingual capabilities ➣ SCORM compliant ➣ Built on Microsoft .NET™ User Features ➣ View and search the catalog ➣ Enroll and cancel course offerings ➣ Cancel waiting list ➣ View current schedule and transcript ➣ Launch e-learning ➣ Configuration of training paths and certification plans ➣ View courses by curriculum or certification path and monitor personal progress ➣ Create interest lists of courses ➣ View instructor-led course offerings by geographic location Automated Features ➣ Place student on waiting list when offering is full ➣ Auto-enroll students in offerings based on interest lists ➣ Notifications Administrative Features ➣ Batch enrollment and roster processing ➣ Add/Edit courses to catalog ➣ Schedule course offerings ➣ Generate reports ➣ Assign e-learning courses to groups ➣ Manage class rosters (assign grades, attendance, billing charges, etc.) ➣ Manage facilities (training buildings, rooms) ➣ Manage equipment ➣ Manage instructors (track availability, conflicts, billing rates, etc.) ➣ Assign prerequisites and equivalencies to courses ➣ Approve development plan and course enrollments ➣ Manage documents ➣ Manage messages ➣ Create and maintain complex certification rules System Requirements CLIENT ➣ Internet Explorer 5.5 or greater on Microsoft Windows 2000 or XP ➣ JavaScript and Cookies must be enabled in the browser ➣ Pentium III and 64 MB RAM or greater ➣ 1024 x 768 screen resolution with 16-bit color ➣ 128 kbps or greater network connectivity 3 SERVER ➣ Microsoft Windows 2000 (minimum) or 2003 (recommended) ➣ .NET framework 1.1 SP1 ➣ Microsoft Visual J# ➣ Microsoft SQL Server 2000 SP3a The Extended Enterprise Delivered Latitude Fact Sheet Hosting Services Hosting the Ready Solutions LMS at a Latitude data center can often be a cost-effective way to get your learning management system off the ground and online fast. Latitude’s dedicated server environment can provide a ready-to-deploy, high-performance server or group of servers. 1 Internet Delivery Stack Latitude has a unique support services framework we call the Internet Delivery Stack™ (IDS) to identify all the elements necessary to provide a high level of hosting and maintenance service. We use this framework to identify roles and responsibilities and to scope engagements. There are nine layers of components to the IDS. Each layer requires designing, implementing, and tending to assure a certain degree of security and scalability in that layer Dealing with the issues and associated hassles of procuring and supporting equipment will not be necessary. Latitude performs the hardware maintenance, required upgrades, patches, and responds immediately to all server hardware failures. Prior to installation patches or upgrades, Latitude network and server technicians communicate with the application and database team to test and assure proper implementation. User Application Code Database Operating System Server Network Internet Connection Electricity Facility Internet Delivery Stack™ Latitude Consulting Group 888-577-2797 www.latitudecg.com LATITUDE CONSULTING GROUP FACT SHEET Hosting Services Latitude Hosting Infrastructure Facility • 5,000 sq Feet of Telecom-Class Data Center • Liebert cooling system (N+1 architecture) • Anti-static environment • Humidity control & monitoring • FM-200 fire suppression agent Network • Fully redundant network w/ N+1 Architecture • Brand name network components (e.g.; Cisco) • IP Subnet (DMZ protection) • Redundant, managed firewall • Anomaly and Intrusion Detection • Spam and Virus Protection Electricity/Power • 350 KW natural gas generator (powers up to 1,500 servers) • 3 UPS systems with battery backup (additional as needed) 24 x 7 Monitoring services w/ notification Security • Entire floor is secure, requires pass card to access • Biometric security plus access code to enter data center • Alarm System • 7x24 video surveillance systems recorded to hard drive • Off-site back-up services: 2 Connectivity • Redundant OC-48 (~1,300 T1 lines) backbone • Independent (inc. UUNet) backbone providers • Private DS3 to Secondary Data Center The Extended Enterprise Delivered Relevant Experience automotive and learning management The Extended Enterprise Delivered Automotive and Learning Management Experience Latitude has gained a deep understanding of the automotive industry’s business processes and unique dealership challenges by working with on large dealership portal projects. We have also worked in other knowledge-intensive industries, such as medical devices or computer software. By successfully completing over fifty consecutive projects in these industries, Latitude has developed a reputation for understanding difficult partner channel problems and delivering high-quality solutions, on time and under budget. Latitude Ready Solutions™ Case Study Dealership Certification and Training LMS DaimlerChrysler Corporation DaimlerChrysler Corporation has approximately 6000 dealerships in the US, Canada, and over a dozen other countries worldwide. Training and certification programs help establish consistent levels of performance throughout its large dealership network by allowing technicians to stay current with various certifications while training dealership personnel and selected suppliers in new product-related content, service and repair techniques, and financing protocol. Managing Partner Learning for High-Impact Results 1 Business Need The dealership certification and training programs were important to Chrysler Group, because they helped ensure that customers had a consistent experience with highly competent sales, service, and parts associates each time they interacted with one of their dealers. However, managing these programs required significant administrative time, effort, and cost. The OEM felt that they needed to replace the current learning management system used to administer these programs and deliver e-learning courses through its dealership portal. The previous system’s features and functionality had not meet all the needs of managing a geographically dispersed dealer community. It had lacked some automation and flexibility required to easily capture certification rules and training paths that matched the OEM’s requirements for its dealership network. These requirements would also change from year to year, requiring custom changes from the system’s developers that could take several days to complete. Chrysler Group wanted to minimize the time dealership owners spent assigning training to their staff. Dealership owners and staff spent too much time locating and scheduling the training that would meet their certification objectives. Solution After evaluating several learning management systems, Chrysler Group selected Latitude’s Ready Solutions LMS. It provided several features that made it the clear choice in meeting the OEM’s Latitude Consulting Group 888-577-2797 www.latitudecg.com LATITUDE READY SOLUTIONS CASE STUDY Dealership Certification and Training LMS requirements. In addition, Latitude had expertise in channel portals and integrating automotive applications with existing systems. The Latitude Ready Solutions LMS provided a centralized structure for the delivery and management of personnel training, which resulted in a significant reduction in the time and effort required to manage large dispersed communities effectively. This expertise was important when implementing and launching a large, highly visible system to a large user base (over 300,000 users) in a global organization. Built on Microsoft .NET and SCORM 1.2 compliant, the Ready Solutions LMS delivered a flexible and scalable solution to manage dealer training and certification programs. It provided a full range of course catalog, administrative, progress tracking, enrollment, and reporting features. The extended enterprise functionality of the Ready Solutions LMS maximized the performance of the Chrysler Group’s dealership certification and training programs. • Rules-based certification engine allowed complex logic based on required and elective courses, performance data, and other certifications. Requirement definitions could be grouped and reused. • Auto-enrollment feature automatically scheduled individuals according to certification requirements, nearest location, individual interests, and other factors. • Availability of instructor-led courses could be filtered by user’s geographic location. Results • Dealers benefited from access to an intuitive system for scheduling, managing, and accessing the training they required to remain profitable • User interface allowed modification of certification rules by two corporate system administrators that achieved time and cost improvements • Auto-enrollment and interest list features allowed dealership owners to set training requirements for their staff on a routine basis and then let the LMS system manage schedules and handle enrollment • Certification flexibility, system scalability, and multilingual user interface provided more efficient management different learning requirements of the OEM’s entire North American dealership channel 2 Latitude’s Ready Solutions LMS extended the advantages of centralized learning management to Chrysler Group, its dealerships, and potentially all business partners. FOR MORE INFORMATION Dave Iott of Latitude Consulting led this business initiative. For more information, contact him at (888) 577-2797 or by e-mail to insights@latitudecg.com. Latitude Ready Solutions™ Case Study Standardized Training Platform for Global Region General Motors Africa and Middle East (AME) General Motors (GM) Corporation, the world’s largest automaker, has been the global automotive sales leader for 75 years. GM’s Africa and Middle East (GMAME) is part of a business region that represents an overall market share of 16.3 percent. The largest automotive dealership, Liberty, is located in the United Arab Emirates. Managing Partner Learning for High-Impact Results 1 Business Need General Motors Africa and Middle East (GMAME) required an end-to-end solution that provided a cost-effective, high-quality training system that streamlined learning management across all divisions and locations. The solution had to meet the needs of different audiences—employees, dealerships, training administrators, training centers, wholesale personnel, and instructors—operating across a large, heterogeneous geographic area. GMAME needed to smoothly integrate the learning management solution with existing systems and collect, track, and deliver reliable, real-time data to all audiences. Delivery of common, high-quality practices, procedures, and services had to be simple and trouble-free. In addition, all GMAME staff should experience a common, pleasant, and uniform experience when transacting business using the training system. Uniform processes would enable training administration standardization across the GMAME community. Solution The Ready Solutions learning management system (LMS) provided core functionality, including a course catalog; two-step enrollment (supervisor approves self-enrollment); facilities, resource, and schedule management; and reporting. To help GMAME direct and manage training in its dealer network, the LMS included a feature that allowed corporate staff to access dealer profiles that included enrollment information Latitude Consulting Group 888-577-2797 www.latitudecg.com LATITUDE READY SOLUTIONS CASE STUDY Standardized Training Platform for Global Region and the dealer’s preferred training center. Other features that met the needs of GMAME, included: • A multilingual interface met the requirements of a dealer network covering multiple geographic regions by supporting both English and Arabic languages. Needs registration automatically scheduled individuals according to their training needs as identified by dealer owners and according to the dealer’s preferred training locations. A role-based, online help section used a decision tree to help users identify help topics relevant to their need. Ad hoc reporting based on different data sets could be filtered and sorted. Reporting could be customized according to different audiences (dealer versus corporate staff) needs and the needs of different dealer regions. Assessment functionality provided an interactive, online test medium that could be used for pre- and postcourse tests, prerequisite assessments, and certification programs. Customization provided comprehensive testing ability. • Training paths enabled both supervisors and staff to view employee progress toward certification or graduation in a given curriculum. Results • Needs registration allowed dealership owners to set training requirements for their staff once and then let system manage schedules and enrollment. Resource allocation and planning and budgeting made easier by using training paths to forecast demand. Employees could quickly assess their training progress to a certification or training requirement. Ready Solutions flexibility, system scalability, and multilingual user interface allowed OEM to more efficiently manage different learning requirements of African and Middle Eastern dealerships • • • • • • 2 • Latitude’s Ready Solutions LMS allowed GM Africa and Middle East (GMAME) to more efficiently manage dealership training. By establishing uniform processes, the LMS standardized training administration across the GMAME community. FOR MORE INFORMATION For more information, contact Latitude insights at (888) 577-2797 or by e-mail to insights@latitudecg.com. Latitude Learning Platform Case Study MyDevelopNet PepsiCo PepsiCo is a global consumer-products organization of more than 140,000 employees generating over $26 billion in annual sales. PepsiCo needed a platform that would support both current processes and new organizational development initiatives. The solution should maximize information and resource availability, while delivering a consistent employee-development message across divisions. In addition, PepsiCo needed to deliver these capabilities to a sizeable and geographically dispersed user base. 1 Business Need PepsiCo needed to implement organizational development efforts surrounding culture change in a time of great corporate success and growth. This initiative focused on creating an open, employeedriven system that would expand overall employee-development opportunities. Some of PepsiCo’s primary business drivers included: Focusing on career development versus career movement Improving the organization’s capability to coach and develop talent Reducing the cost of turnover Enhancing assessments related to employee development Providing access to relevant learning resources Challenge Providing customized functionality and views of content to different PepsiCo divisions Hosting and supporting a solution that would be available 24x7 for a global audience of 13,000 users Providing a comprehensive, centralized HR database of employees Solution PepsiCo worked with Latitude to develop a web-based employee-development portal that would provide career-development functionality. Components of this solution include: Extensive personal profile information (demographics, relocation preferences, experience, education) Latitude Consulting Group 888-577-2797 www.latitudecg.com LATITUDE CONSULTING GROUP CASE STUDY MyDevelopNet Links to related systems such as job postings Administrative functionality to manage the learning resources catalog, site content, and system users The solution included four primary areas of functionality. closing their gaps. The system includes a learning resources catalog containing internal and external training and development resources, documents, audiotapes, and on-the-job tips. Our Discussion: Who do I talk to? By utilizing all of the system’s embedded processes and tools, managers and employees get the information they need to engage in a more meaningful development discussion about future roles and development opportunities. My Competencies: Where am I now? Provides an instant assessment of an employee’s skill level against a given position’s standard, and an invitation to the employee’s manager to provide online input and feedback. Feedback reports in the form of summary tables and graphical charts Results “This system represents the transparency that employees have been asking for regarding how to build a successful career at PepsiCo … MyDevelopNet will help to maintain PepsiCo’s status as a world-class, people-development company, and enable the organization to continue to attract, develop, and retain the very best talent.” (Surface and Church, et al; Advances in Developing Human Resources, Vol. 4, No. 4; November 2002.)requirements (Java J2EE, DB2/ UDB, and Websphere ) 2 My Career: Where do I want to go? Employees can view competencies for any division and function area and downloadable career assessment tools. My Development: How do I get there? Employees can build a development plan and following assessment and identification of target development areas, employees can select resources aimed at Latitude worked with PepsiCo to envision a “one-stop shop” of transformational tools and processes for employee development.