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As Rodan + Fields entered a phase of rapid company growth, its IT team faced ongoing challenges. They
needed an established partner with a record of success—someone they trusted to understand their unique
needs, craft the right plan and collaborate with them to bring the plan to fruition. Enter Learnit.
Rodan + Fields partnered with Learnit for a transforming ITIL® Journey.
Challenge
As Rodan + Fields entered a phase of rapid company growth, its IT team faced ongoing
challenges.
They lacked the infrastructure and approach to effectively support the rapid scaling.
Regularly facing revenue-impacting website issues, the IT team was beginning to burn
out
from the daily “firefighting” and the IT leadership knew they needed a better
approach.
To meet increasing business demands and to improve as a group, they needed a
proactive
and process-oriented methodology for managing and delivering IT services. They
sought a
proven framework of service management best-practices, but they knew they couldn’t
succeed alone.
Solutions
R+F needed an established partner with a record of success—someone they trusted to
understand
their unique
needs, craft the right plan and collaborate with them to bring the plan to fruition.
Enter Learnit.
Together we designed and implemented a customized ITIL® training program tailored to
R+F’s
unique needs.
By delivering the ITIL® suite of classes in private sessions to the entire team over the
past
2 years, Learnit’s experienced real-world ITIL® instructors were able to understand the
company’s unique challenges and goals and address them in the curriculum design. Because
the
training content was relevant and discussed first-hand, the team could implement the
ITIL®
approach more quickly and with greater results.
Results
IT services quality is now regularly meeting and exceeding customer expectations. The IT
leadership team believes their focus on regular and consistent ITIL® training has
significantly impacted their department operations and culture—from more service-focused
team communication to greater transparency and more ownership of end-to-end service
quality.
Other outcomes include:
More effective and efficient incident and change management processes
An improved proactive team approach to problem identification and resolution
More consistent and measurable customer-focused service delivery
With the support of Learnit, the R+F IT leadership team transformed their technology
organization from what was a perceived liability into an impactful source of sustained
competitive advantage.
Learnit helped the San Francisco Department of Public Health develop a winning program for recruiting and
upskilling a best-in-class IT department.
Learnit helped DPH develop a winning program for recruiting and upskilling a best-in-class IT
department.
Challenge
In a market like San Francisco, with so many established high-tech companies and
innovative start-ups offering numerous perks and benefits, competition for talent is
tough. If you’re a gov’t agency like the Department of Public Health, how do you
compete? You can’t “outbid” for talent and you can’t match the amenities.
On top of that, hiring for civil service can be a tedious, 6 month long process, at
best.
To succeed, DPH realized that they needed to redesign that process.
Enter Learnit.
Solutions
Working closely with the DPH, Learnit developed a new talent development strategy and
multi-faceted customized training plan dubbed the 1010 IS Trainee Program.
The approach was simple, yet revolutionary: Seek and hire different kinds of
candidates—those
who are inexperienced and under skilled for the job. Then train them.
With the strategy locked, Learnit set to work designing a custom program—a hybrid of
in-class
training and certifications and customized hands-on experiences with seasoned mentors
within
the Department of Public Health.
We made sure classes were scaled—first to onboard employees to the program, then to equip
them with performance enhancing basics before advancing to more specific systems.
Those that demonstrated professional competence and successfully completed the structured
training program became eligible to compete for entry-level positions in the IS Engineer
Assistant (1041) and Business Analyst Assistant (1051) classifications.
The Program: The Hard and Soft Stuff
Our training program targeted the fundamental technical skills of Networking, Database,
Server, Hardware and Security. “Classroom” training was complemented with the invaluable
practical experience of rotations with different IT groups and mentors. In order to
remain
in-program, all candidates had to attain Professional IT certifications which helped put
them on the path to success at DPH and throughout their career.
But for candidates to really thrive as part of the DPH team, they would need to acquire a
range of soft skills as well. So we trained candidates in Project Management, Process
Improvement, Service Management, Communication, Collaboration as well as Critical
Thinking
Skills.
The combination of hard and soft skills served to create a dynamic well-rounded talent
pool
primed and ready to help support the organization and drive DPH forward.
Our Theory
We believed that we could upskill candidates in all the right ways and that once they're
onboard, gratitude would set in.
As time goes on, both competence and loyalty will grow, employees will like the
meaningful
job and work environment, and they’ll stay.
Results
We found folks who appeared committed and aligned to DPH culture, and gave them a
once-in-a-lifetime opportunity to come into IT with none of the typical
pre-requisite
background necessary for college or IT work experience. Trainees still needed to
earn it
themselves by showing up, doing the work and getting certified.
Risky? Yes. But the program worked.
Of those trainees who started the program 80% completed successfully and were hired,
and
of
those hired 94% are still with DPH.
Aside from what Learnit does at face value (classes, training,
communication), Learn it! goes above and beyond to accommodate all of our
needs.
From helping us hire to customizing a winning program and even a great
breakfast,
they were great at making everything happen!
— Jennifer Tran, -Principal Business Analyst, SF DPH
In partnership with Learnit, DPH has been able to hire more efficiently and fill
difficult
positions more quickly.
In short, employee morale is high, turnover is low and the San Francisco Department
of
Public
Health is, well…healthy.
Triage sought a deeply experienced partner they felt would truly take the time to understand the nuances
of their business—one capable of creating a highly customized and specific learning program, and who
would be dedicated to working with them at all stages to ensure success. Triage turned to Learnit.
Triage Consulting Group partners with Learnit to enhance their relationship with data.
Challenge
Triage Consulting Group works with healthcare providers on their Revenue Cycle
Functions,
specifically geared toward ensuring its clients are receiving proper reimbursement
from
payers. To succeed, they need quality data and the ability to interact effectively
with
that data.
With very specific requirements for technical knowledge and competency, Triage sought
a
deeply experienced partner they felt would truly take the time to understand the
nuances
of their business—one capable of creating a highly customized and specific learning
program, and who would be dedicated to working with them at all stages to ensure
success.
Triage turned to Learnit.
Solutions
The assignment called for more than providing standard technical training. To
succeed
would mean fully integrating with Triage, understanding their organizational challenges
and
specific data details that drive the business. It meant “becoming one of them.”
So that’s what we did. Beginning with a deep dive into discovery, we embedded in
their
process until we not only understood how they store, use, and access data, but could
also
successfully channel company culture and values.
Beyond Discovery
With discovery complete, we set to work designing and developing a unique three-part
learning
curriculum spanning the spectrum from the basics to advanced practices:
SQL Foundation - Triage Best Practices
SQL, SSMS and Excel - Working Together
SQL Techniques - Faster Queries
To maximize engagement and learning impact, all classes integrated Triage case studies
into
the curriculum. To establish confidence in our instructor and a baseline for all
participants, the program started with excel pivot tables before moving on to complex
SQL
queries. Some advanced more quickly than others but we kept everyone attaining SQL
knowledge by adjusting the progression and pace through the curriculum.
Results
Learnit’s customized program has been a success with a wide range of benefits
including:
New consultants ramp up quicker.
Less reliance on the ‘local expert’.
A common language surrounding Triage data, and best practices for querying data.
More efficient queries.
Learnit and our lead instructor hit a home run with staff who are now confidently
skilled
and
fully in command of the core functions and high-level capabilities of SQL.
Really enjoyed this training from Learnit A great balance between
"lecture" and "lab". Plenty of examples and time to try out new skills for
ourselves. Thanks a ton.
— Riva M.
Tom was an excellent instructor! He helped me learn so many new
things
about T-SQL and helped me feel confident about my ability to start writing
SQL
queries. I am very happy I enrolled in this course.
— Tiffany L.
Tom did a great job and was very knowledgeable. I liked that he
related everything back to Triage. It was very helpful in learning the
concepts
and
how we can apply them everyday!
— Jessica W.
Leadership is equally pleased:
The Learnit team was invaluable in helping us train our
consultants in
SQL. Training our consultants to be experts in SQL was a massive
undertaking,
and we
couldn’t have done it without Learnit. Our consultants learn best from
trainings
that are customized to our business, and LearniT delivered on that need. The
investment has more than paid for itself; consultants are able to implement
the
skills learned immediately as a result of the highly customized trainings
and
case
studies. I can’t recommend them highly enough.