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Lic methodology

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This document outlines a methodology for measuring the success of an initiative to promote learning integration and change (LIC) through a customer relationship management (CRM) platform. It involves defining desired outcomes of increased motivation, capacity and sustainability to use the CRM, measuring progress via qualitative and quantitative data, and using results to identify necessary course corrections through periodic meetings and strategic planning. Tactics developed must have clear goals and metrics to evaluate output and indicator achievement toward intended organizational impacts of stronger relationships, faster knowledge sharing and enhanced learning.

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Methodology for ITI - Learning Integration & ChangeWhat is CRM success end-state?Outcome dimension of successImpact dimension of successHow do we measure progress toward the CRM success end-state?Positive trends across the outcome dimension of success, measured by: Qualitative data from pulse survey Quantitative data from scorecardHow do we identify course corrections?How do we evaluate LICs development & performance?Measure trends in outputs and outcomes. Assess responses to opportunities & challenges.Define desired outcomes:Motivation to use CRM

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Lic methodology

  • 1. Methodology for ITI - Learning Integration & ChangeWhat is CRM success end-state?Outcome dimension of successImpact dimension of successHow do we measure progress toward the CRM success end-state?Positive trends across the outcome dimension of success, measured by: Qualitative data from pulse survey Quantitative data from scorecardHow do we identify course corrections?How do we evaluate LICs development & performance?Measure trends in outputs and outcomes. Assess responses to opportunities & challenges.Define desired outcomes:Motivation to use CRM
  • 4. Innovation & Growth of CRMMeasure outputs of tacticsMeasure Organization-wide ImpactCapture DataDesign & Execute TacticsMeasure outcomesInterpret DataMake Strategic ChoicesForums for interpreting data:Ad hoc ITI meetings & discussions
  • 6. CRM KM meetingsIdentify meaning of data in relation to our intended impacts & outcomes. Then, design strategies and tactics to achieve the desired impacts & outcomes.Example of a strategy:Provide team-specific solutions through the CRMExample of a tactic related to this strategy:EO detailed needs assessment & consultationDesign includes:Project planning
  • 9. Clear articulation of hypothesized outputsIdentify indicators of outcomes achieved:Example indicators of outcomes:EO office members logging in X times per monthSources of data:Analytics (login rates, records created, etc.)
  • 13. Anecdotal data from CRM KMs, PCs, staff Desired impact on the organization:Stronger relationships
  • 15. Enhanced learningMeasure outputs achieved.# of EO members trained