Steelcase University: Value Proposition and Process

Once unit needs (and gaps) are identified, new standards are established to align with desired business results. Learning consultants work closely with subject-matter experts (SMEs) who continuously help leverage Steelcase intellectual capital and keep the learning based on real-world performance in support of critical job roles. The combined intelligence is handed off to a group of highly competent project managers, instructional designers and course-tech developers who identify or design and develop a learning product. The final product is often a blended solution that specifically targets the business or functional unit.

Once developed and tested, final modules are loaded onto Steelcase University’s learning management system, and the course management team promotes and manages the coursework (e-learning and blended solutions), tracking employee talent through a proprietary Web site portal, accessed globally. Training experts drawn from Steelcase University trainers, Steelcase content experts who’ve been trained to teach or outside contractors handle course delivery.

The organizational structure and the operational business model actively support the university’s value proposition, ensuring learning solutions stay closely tied to the customer. The structure and model are designed to allow for out-tasking as necessary, facilitating work flow while protecting the intellectual capital of the highly competitive enterprise. As demands fluctuate, developers, designers, tech developers and trainers may be contracted to work inside the university, reporting directly to learning organization managers who ensure adherence to Steelcase University processes. “For us,” said Deb Tolsma, supervisor of learning solutions, “the out-tasking model is extremely helpful because we can keep our full-time project management resources focused on knowing that customer—identifying and relaying changing needs. The contract staff then executes the custom design and development of the proprietary solutions. This approach serves our clients better than depending on complete outsourcing.”