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Leadership Excellence Rank Best Use of a Learning Management System 3 Providing Development Opportunities Our editorial team interviewed Jeff McLanahan from Direct Energy/Success Academy at the Leadership Excellence Awards this past February. Here are some excerpts from the exclusive interview. What is the overall objective of your program? Success Academy Online (SAO) provides training and development opportunities, 24 hours a day, 7 days a week, for anyone on a PC, laptop, or mobile device. The learning site contains modules focused on management, leadership, communication, sales, service, and team development. There are over 400 courses available, with new content added weekly. Team leaders can create development plans with tracking and reporting features, and students can download transcripts and certificates with each course. The site also includes online resources, forms, discussion boards and even an online learning leader board for those who complete the most courses. Who do you impact with your program? The following Direct Energy companies use Success Academy Online: Mister Sparky, Benjamin Franklin Plumbing and One Hour Heating and Air Conditioning, HWA warranty group, Direct Energy Contact Center, new construction business, and Direct Energy Solar.  Over 4,500+ students log-on regularly to enroll in courses on topics they choose.  SAO has assisted in providing a consistent message on how to operate and a method for checking retention of material. What are the lessons you’ve learned this year from facilitating your program? One of the biggest lessons learned is that employees are always hungry for training and development opportunities.  Because of the nature of the home services industry, there was some speculation that employees would not utilize the system on a regular or voluntary basis.  This has been far from the truth as almost 41,000 courses were completed in the first full year of use. How do you measure the return on investment and success of the program? While consistency in operations is a major goal, sales and service are our primary ROI measurements. Year over year sales were up by double digits in each of the home services brands and the Net Promoter Score was at an all-time high. What lies ahead for the program and how it will continue to succeed? New and relevant content will continue to be added to the system weekly.  The current recognition program is scheduled to be increased as well as the use of online badges. Increased use of video to support role-play will be utilized and a blended approach for all new employees’ core training, utilizing instructor-led training and online learning, will be completed in the coming year. 2016 Jeff McLanahan Company Name: Direct Energy/Success Academy Program Name: Success Academy Online Program Director: Jeff McLanahan Address: 50 Central Avenue, Suite 920 Sarasota, FL 34326 Call: 800-771-0107 Email: Jeffrey.mclanahan@directenergy.com #AWorldInspired LEAD2016 41 Would like to Comment? Please Click Here.


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