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The digital learning ecosystem: enriched, empowered, essential

The digital learning ecosystem: enriched, empowered, essential

by Tom Ring, MSX Director Channel Management

In the midst of the Internet of things, smart technology, interactive media, and digital content; there are new learning experiences for employees on the move. Today’s learner is mobile, always connected and pressed for time.  Therefore, learning programs must adopt modern technology, including mobile devices, and be designed with on-the-go flexibility in mind. Digital learning is not an entirely new phenomenon in learning automotive OEMs and dealer networks. The core components driving this development and its success are advances in cognitive science and technology that address the current demands of business. Incorporating real science into the learning and development mix fulfills the needs and expectations of the modern employee as well as the OEM. Modern learning and development enable and enhance accelerated learning any time, anywhere.

 

Artificial intelligence in learning and development

Microlearning, powered by AI, automatically selects the right training, at the right stage of development for advanced educational enrichment. Microlearning is an adaptive approach to training that delivers content in short, focused bites throughout the work day. It maps  how the brain learns and retains knowledge, then incorporates that information into a proprietary AI platform.  With a Digital Learning Platform, the learner is engaged and empowered, and starts driving his/her own development with access to a wide range of cutting-edge learning material. With small, easily digestible bits of information, the employee is able to provide better quality of service.

 

Characteristics of a robust learning ecosystem

Instructor-led training (ILT) and classroom training will remain part of a learning ecosystem. Application Program Interfaces (APIs) enable connectivity with a Learning Management System (LMS), Learning Record Store (LRS), and training content libraries. Additionally,  the digital learning solutions are customizable to the unique goals of an organization, while employing a strong sense of cohesiveness. They offer powerful and predictive real-time analytics and reporting. These new age data technologies engage people to take the right steps, in the right sequence, and in all the right ways, so people become comfortable with accessing information on the go and adopt a whole new way of learning.

 

The value of commercial learning and development

Interactive learning and development solutions produce insightful data about the culture of a business. This valuable information is vital to stakeholders, helping them to accurately monitor their progress towards organizational goals. It also offers the ability to adapt learning content to meet the needs of the business. Moreover, with comprehensive, modern learning and development programs, senior managers can gauge their organization´s competency. Real-time data helps them evaluate and strengthen current skillsets with greater precision. Delivering on-the-go access to education for employees reduces the need for frequent travel, reducing cost, and demonstrating stronger gains to investors.  With the rapid pace of business today, professionals involved in educational initiatives are empowered by applying newly acquired skills in real-world environments. One of the most valuable ways to drive business results, with respect to people, financial, and sales performance, is by incorporating exciting learning and development platforms built for today’s workforce.

There are many challenges throughout the dealer network. With an increase in vehicle complexity, warranty processes and dealership competency levels need to improve to remain competitive. The number of first-time fixes is a key performance indicator of warranty efficiency metrics. Dealerships vary in capability depending on many factors such as inventory, training, and capability in providing quality service across the board. For example, one shop may have an impeccable first-time fix rate service record, due to investing in modern facilities, a skillful and intelligent workforce, implementing best practices and brand value on a local level. This boosts customer loyalty and increases revenue for that location. Keeping up to date on current model service information and proactively stocking the correct parts for a common fix is boosting the market saturation and increasing efficiency and customer confidence.

On the other hand, there are dealerships within the same network area who are struggling with their firsttime fix rates. These dealerships are underperforming. Digitalization provides data specific, actionable information to support better decision making in the future and to help improve dealer performance whilst driving out warranty waste. The comparison of two service garages concerning first-time fix rates is just one example of efficiency versus inefficiencies when warranty management assessment tools are in place. When it comes to warranty management, better decision making involves automotive experts initializing the M:WISE digitalization platform across the OEM’s dealer network. The digital platform is capable of enhancing the day-to-day, minuteby- minute claim performance data that translates into an improved quality of service. This equates to

improvements in workshop productivity, customer confidence and brand loyalty. Additionally, boosting the digitalization platform with real-time diagnostic information from the customer’s vehicle supports the claim management process. When integrated with technical support, this information helps the workshop to correctly repair a vehicle, reducing warranty cost and bringing the warranty performance to a new level.

Mobility trends are pointing towards a new mindset when it comes to vehicle ownership. Individuals, especially in urban areas, prefer to use ride sharing services. The trending curve suggests OEMs intend to increase fleet operations. Projections indicate in this segment that consumers purchase rides, as opposed to owning vehicles. The warranty management costs will solely reside with the fleet owners of ride-sharing networks. With the advent of new mobility opportunities, especially autonomous vehicles, scheduling technical updates and maintenance programs boils down to keeping the cost of ownership as low as possible. OEMs will increase their penetration in future mobility concepts with fleet ride-sharing networks to remain competitive and profitable. Keeping the OEM‘s best interests in mind, a digitally integrated warranty management platform is the intelligent answer to cost control in the future of mobility.

Digital solutions are vital to OEMs and their dealer networks to navigate the road ahead. The MSXI warranty journey delivers the OEM a foundation to enable the required transformation of warranty processes, allowing MSXI as a partner to bring best practices in the industry, and to be part of the shared objective of a reduced warranty bill, optimized costs control and a predictive, low risk infrastructure.

Benchmarker 2019

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