Vi Creates a Learning Culture with Taleo Learn
 
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Vi Creates a Learning Culture with Taleo Learn

Vi, formerly Classic Residence by Hyatt, was founded in 1987 as a developer, owner and operator of older adult living communities. The company is dedicated to enriching the lives of older adults by providing high quality environments, services and care. The majority of Vi’s 3,600 employees work at the company’s nine continuing care retirement communities (CCRCs), and 10 rental communities throughout the United States.

Three of  Vi’s corporate objectives are financial growth, customer satisfaction and employee satisfaction. Financial growth is driven by satisfied customers, and customer satisfaction can only be delivered by satisfied employees. In fact, more than 30 percent of Vi’s sales come from resident referrals. Therefore, a strong customer-centric culture is key to their value proposition. The company developed a custom service philosophy and complementary training and enculturation program known as Vi Service Commitment.

The program not only furthers employees’ personal development but also helps them to serve the residents of the retirement communities even better.

Judy Whitcomb, SPHR, Vice President, Human Resources and Learning and Organizational Development, joined the company in 2007. When Whitcomb joined Vi, there was no strategy in place to address the operational environment of the training process, nor was the company systematically looking at training results metrics. Vi needed a delivery channel for learning to address the dynamic nature of a diverse workforce with diverse learning needs, and Whitcomb set out to find one.

 
The LMS as Culture Change Agent

A word from Vi

  • “Our partnership with Taleo has made it possible to create highly customizable learning experiences and portals. Taleo gives us the tools and resources to meet our specific needs. That got our learning platform to market faster.” —Judy Whitcomb, SPHR, Vice President, Human Resources and Learning and Organizational Development, Vi

Vi invests heavily in employee education and development to ensure every employee has the opportunity to learn and grown within the organization. When Whitcomb began the search for a learning management system (LMS), she was looking for flexibility and the ability to configure the user experience for the varying needs of the learners and functions within the company. She found the answer in Taleo Business Edition’s Learn solution. “Our partnership with Taleo has made it possible to create highly customizable learning experiences and portals. Taleo gives us the tools and resources to meet our specific needs. That got our learning platform to market faster.” Whitcomb found that Taleo’s tools enabled her and her team to become independent creators, instead of being dependent upon Taleo.

Taleo Learn enabled Whitcomb to spearhead the creation of Vi’s online university, named E-Campus, initially offering more than 200 online courses. While Vi continues to leverage a multi-channel delivery strategy for training—including in-class instruction and webinars—the organization heavily leverages E-Campus to deliver compliance, leadership, remedial skills, and language and professional education courses in 21 locations. To encourage greater employee engagement in online learning, the company took Taleo’s customizable platform a step further.

“In less than three years, we have built nine custom ‘learning center’ micro-sites within E-Campus to create greater relevance in training and communications throughout our organization,” says Whitcomb. These learning centers not only contain the library of courses and knowledge for each department, but they also serve as an engagement tool for each of the functions and departments within the company.

For instance, Vi’s sales organization hosts classes on their site, and they also leverage this site to post best practices through a blog and to publicize sales results by location. Vi’s Medicare Compliance Team uses their site to provide regulatory updates and Medicare resource tools. Because each function has the ability to customize their site, add resources, materials, photos, and content, functional leaders are highly engaged and take ownership of learning.

“The philosophy that says ‘training’ and employee development are HR functions simply doesn’t exist here. That’s huge,” Whitcomb says. The LMS has helped create a true learning culture disbursed across all departments. Whitcomb has facilitated not only the delivery of relevant training and development, but also culture change. Vi is also able to leverage Taleo Learn to track skills, competencies, and development plans.

This ensures that development plans tie into overall organizational goals, compliance requirements for certain staff are met, and employees are more engaged as they work toward personal goals. Competencies are tied to an individual’s annual development plan, created by the employee and his or her manager. Employee development is built into Vi’s annual corporate goals that cascade down to manager goals. Completion of these goals is tied to compensation. “Employee Development” is one of Vi’s leadership competencies that is tied to a manager’s compensation.

 
More Courses, More Users, Greater Satisfaction

 
 

 
 

Challenges

  • E-learning not part of learning culture
  • No clear learning management strategy
  • No metrics to determine effectiveness of learning initiatives

Solutions

Oracle Product and Services

Taleo
  • Improved nurse compliance course completion by 12%
  • Increase in customer satisfaction of 5.5%
  • Reduced learning expenditure by 28%
  • A customizable learning environment with multiple micro-sites
  • Relevant, on-demand training and development
This story was originally published on Taleo.com.