2010 Excellence in Outsourcing

GOLD: Expertus

Expertus helped Baker Hughes Inc., a Fortune 250 oil field services provider, develop a solution to achieve full compliance for required employee training and support a growing global workforce. Because compliance is critical in the energy sector and learning and development is an important part of the process, the right solution — one that would recognize Baker Hughes’ commitment to compliance and its core values — had to be found.

The two organizations partnered to develop a centralized shared service model that would solve a multitude of learning administration issues. Expertus developed processes and the infrastructure to successfully handle Baker Hughes’ ongoing LMS support through:
• Training administration, involving class creations, close-out and roster management.
• Registration management, involving registrations, cancellations, rebookings, wait list administration, analysis of registration trends and feedback on process optimization.
• Transcript management.
• Report management, involving scheduled and ad hoc analytical reporting, data auditing, metrics, criteria analysis reporting and tracking.
• Logistics management, involving logistics planning, instructor support, internal and external venue scheduling and material print fulfillment for domestic and international networks.
• Learning support services.
• Distribution management.

SILVER: General Physics Corp.

Microsoft’s SMSG Readiness Group (SMSGR) is a field-focused training organization that supports approximately 40,000 employees in sales, marketing and services. The Global Curriculum Development (GCD) group within SMSGR builds and maintains learning curricula and courseware tailored to SMSG disciplines and centered on professional skills and Microsoft technology solutions.

GCD was looking to consolidate its outsourcing of course development activities to one vendor. Global performance improvement company General Physics Corp. (GP) became GCD’s single outsourcing partner in July 2009, providing global course development in all modalities, including instructor-led training, virtual classroom, e-learning and mobile learning for a range of courseware from professional development — for example, a blended curriculum for marketing courseware through Northwestern University’s Kellogg School of Management — to highly technical product training.

Microsoft quickly realized several benefits from the outsourcing engagement:
• Curriculum managers are now able to act as field learning consultants rather than spend time managing course builds.
• Courseware is now developed in a consistent manner using Microsoft technology; GP is working closely with Microsoft’s tools team to drive innovation.
• A quarterly development rhythm has been established, increasing predictability for the course build process.

Because of GP’s capabilities and performance, Microsoft awarded the company preferred vendor status in all training components for the entire company.

BRONZE: Next Step Learning

The HP Global Certification and Partner Learning organization turned to Next Step Learning to globalize partner training and deliver on the goal of having a flexible learning channel for partners. Prior to the development of the channel, HP had a complex mix of training issues, including the need to standardize and drive consistency, reduce consumption of HP resources, enable a variable cost model, improve time to market and extend its reach in emerging markets.

Next Step Learning designed and later assumed responsibility for the management of several components of HP’s Learning Channel, including the evaluation and management of a network of suppliers and resources, program management and administration of programs, coordination of resources for delivery, and management of tools and infrastructure, including social media and community-building tools.