Clark Quinn

OCTOBER 1, 2019

For one, I have to investigate the product. And I’d want to know about customer service. E.g. “This product offers a seemingly unique solution that is valuable in concept”, but not saying “I can happily recommend this approach”. So, to establish those, I need to do several things. How is quality maintained? Maintainability?

Reputation 126

Reputation Customer Service Quality Version 126

Clark Quinn

MAY 23, 2017

As I continue to track what’s happening, I get the opportunity to review a wide number of products and services. Here’s a collection of those that have piqued my interest of late: Sisters eLearning: these folks are taking a kinder, gentler approach to their products and marketing their services.

elearning company 102

elearning company Companies Compliance Training eLearning 102

Clark Quinn

JULY 25, 2019

And, to truly know your own product. And I think most folks with services and such are likely to practice what they preach. And, really, I have no problem with their tools; they seem pretty enlightened. So I asked whether they used their own tools. And there are reasons to do so. For one, to have credibility, for sure.

vendor 176

vendor Portal Theory Learning Styles 176

Clark Quinn

DECEMBER 21, 2016

One of the recent trends has been about ‘customer experience’, focusing the organization on a consistent and coherent customer experience from first exposure through to ongoing product or service use. And, I’ll argue, that when the tools are ‘to hand’, employees are happier and more productive.

Culture 100

Culture Performance Support Customer Service Diversity Training 100

Clark Quinn

FEBRUARY 14, 2018

Industrial design, interface design, learning design, marketing; increasingly everything about our products and services must be producing experiences. Similarly, increasingly products and services will likewise need to adapt. And, if the prognostications are to be believed, experiences that transform us.

Cognitive 102

Cognitive Program Brain Problem 102

Clark Quinn

JULY 17, 2013

Jane Hart (one of my ITA colleagues) has laid out a proposal for the new services of the L&D department, and I think it resonates nicely with some thinking I’ve been having. ” So Jane posits 3 services: Content production: designing and delivering courses and resources. ” #itashare.

Performance Support 183

Performance Support Social Services Suite 183

Clark Quinn

FEBRUARY 12, 2020

Sure, I do searches, and occasionally click on product links. Our exclusive resort, IceDreams , with infinity pool, gourmet restaurants serving local specialities, and full-service bar is now available. So, here’s a ‘toast’ to spam silliness. And, of course, I can’t really tell why I’m getting these.

Mashups 163

Mashups Calendar Movie Search 163

Clark Quinn

AUGUST 3, 2017

Consider this a public service announcement. I get lots of emails, particularly from elearning or tech development firms, offering to have a conversation about their services. And I don’t do biz dev: develop contracts and outsource production. Hey, that’s a service. And I speak and write as a service!

Policies 0

Policies Social Networks Write Blog LinkedIn 0

Clark Quinn

JANUARY 30, 2013

And he makes a strong point that it’s now about services. He goes beyond product design in detailing how you really aren’t designing just a product, but an experience, and that it takes a system to create an experience. He suggests that good design makes complexity usable, and bad design makes complexity frustrating.

iPod 165

iPod Music Apple Mentoring 165

Clark Quinn

JULY 3, 2018

Don argued in his The Invisible Computer that UI should be up front in product design, because they could catch the design decisions that would make it more difficult to use. Design, learning or product/service, works best when it aligns with how our brains work.

Design 104

Design iTunes iPad Movie 104

Clark Quinn

MAY 1, 2019

For your courses, if you provide them as a product or service? It appears IACET does this for continuing education certification. Would an organization certification matter? For customers, if you do customer training? Would anyone care that you meet a quality standard? And it could go further. coaching), etc.

ISPI 146

ISPI Compliance Training Performance Support eLearning Consultant 146

Clark Quinn

JULY 5, 2016

Helen started her career within the Royal Australian Navy across two branches (Training Development and Public Relations) as well as working within Service and external to Service (with Air Force and Army and Defence civilians), then with the Reserves. It’s wider than that.

Blended Learning 103

Blended Learning Internet Consulting Social Media 103

Clark Quinn

NOVEMBER 3, 2020

And that’s how we build products, services, and ultimately societies. Yes, there are controversies around most science: that’s how it advances. But there’s also essential truths that most every reputable scientist in the field will agree to. I know, in my field, what makes sense and what’s silly.

Reputation 205

Reputation Pattern Voice Problem 205

Clark Quinn

DECEMBER 23, 2009

Competitors can reproduce a product or service quickly. Technology advances provide new opportunities to improve products, processes, and services.

Cognitive 154

Cognitive Innovation Collaboration Behavior 154

Clark Quinn

SEPTEMBER 25, 2012

In it, they posited that we’d gone from the agricultural economy, through a product and service economy, to what they termed an ‘experience economy’: where people paid for quality experiences. You can see this in themed cruises & restaurants, Apple’s product strategy, Disney, etc.

Design 168

Design Cognitive Apple Instructional Design 168

Clark Quinn

MARCH 27, 2012

While that used to be ok for a time when we could plan in advance, the increasing turbulence in markets – product cloning happening in weeks, information tsunamis, etc – means that even optimal execution alone isn’t going to be a differentiator. It includes the right mindset, skills, and tools.

Performance Support 167

Performance Support Innovation Picture Problem 167

Clark Quinn

NOVEMBER 2, 2016

I also look at their current context, e.g. their business, market, customers, and products/services. So, in a typical strategy session, I prepare by looking at what they’ve done beforehand: any existing strategy documents. Finally, I look at their stated goals. Then we get together.

Strategy 100

Strategy Brain Security Ideas 100

Clark Quinn

OCTOBER 6, 2011

And, yes, I know that there’s a move to solution selling (through one of my partners I’ve done a fair bit of work on sales), but still, solution selling hasn’t always worked (partly because it often isn’t implemented well: e.g. the incentives are still aligned with product selling). And I think it makes sense.

Gamification 178

Gamification Phillips Sales Behavior 178

Clark Quinn

APRIL 12, 2016

It’s a valuable service, and points out some interesting things and it’s interesting to see the changes over time. She’s now asking that you categorize them as Education, Training & Performance Support, and/or Personal Learning & Productivity. I’m looking up things several if not many times a day.

Tools 100

Tools Social Networks iPad Write Blog 100

Clark Quinn

JULY 28, 2015

And if the answer isn’t known, as it inherent in situations like problem-solving, trouble-shooting, new product/service creation, and more, then this, too, is a form of learning. And this doesn’t, can’t, come from the status quo. But not the type addressed by training rooms or eLearning courses.

Business 100

Business Agile Brain Collaboration 100

Clark Quinn

FEBRUARY 6, 2019

In operations, we might see fewer errors, more experiments, more new product ideas generated. Even the number of or percentage of employees who’ve taken L&D services isn’t enough. Don’t expect that person to know about learning theory, best approaches, nor L&D benchmarks. What has that done ?

Metrics 170

Metrics Innovation xapi Problem 170

Clark Quinn

NOVEMBER 13, 2009

Therefore, I feel quite comfortable talking about the outcomes of informal learning: innovation, problem-solving, creativity, research, experimentation, design, insights, new products, new services, and so on. Greater rates of new product and service generation. More problems solved, and more c0mplex problems solved.

Social Media 172

Social Media Media Social Case Study 172

Clark Quinn

MAY 11, 2016

The new structure is focused on teams (stayed tuned for my review of Amy Edmondson’s Teaming ) that are given the tasks to solve problems, trouble shoot, design new products and services, and generally continue to adapt. In short, to learn. And I want to talk about the L&D role here, at least the potential one.

Agile 100

Agile Culture Diversity Training Behavior 100

Clark Quinn

NOVEMBER 23, 2015

This is the domain of trouble-shooting unexpected problems, coming up with new products or services, researching new opportunities, etc. The interesting place is the complex. Here, I suggest, is where innovation is needed. Here is where you determine experiments to try, and formulate plans to test.

Diversity Training 100

Diversity Training Expert Expertise Social 100

Clark Quinn

FEBRUARY 18, 2011

You now have to continually innovate in products and services, problem-solve faster, avoid repeating mistakes, and in general learn ( big ‘L’ learning ) faster than your competitors. The learning doesn’t come from more hierarchy, bigger incentives, or more systems.

Innovation 167

Innovation Wink Pattern Performance Support 167

Clark Quinn

FEBRUARY 14, 2011

How many times has a chance conversation ended up leading to a new product, service, acquisition, or more? How many problems are solved by saying “go talk to <so-and-so>&# , or ideas sparked by conversations around the water cooler?

Conversation 165

Conversation IM IMS Engineering 165

Clark Quinn

MARCH 8, 2012

Also, the activities produce products, and also reflections. These products are portfolio items, going forward, and assessable items. Similarly, the choice of product could be determined, or up to learner/group choice, and again an opportunity for learning cross-project skills. An interview could produce an audio recording.

Portfolio 188

Portfolio Cognitive Learning Simulations 188

Clark Quinn

JUNE 7, 2016

Along with this, there are always people who want to show me their product (because it’s in my space) and give them my feedback. On top of that, they need enough of my time to present their product first. I’ll offer them my services, and a time or two that’s actually happened. This is a well-known problem.

Social Media 100

Social Media Media Social Examples 100

Clark Quinn

JUNE 21, 2022

They may want you to buy their product, avail yourself of their services, or more. The problem is that people have vested interests in particular views. Many of the claims that are pushed generate revenue for them, directly or indirectly. And I get it; I too need to keep the wolves from the door.

Cognitive 43

Cognitive Expertise Trust Issue 43

Clark Quinn

FEBRUARY 1, 2011

If you’re into an operations group, maybe you want more service or product ideas. If you’re putting in a social media system into a call center, maybe you want reduced time to problem solution, fewer customer return calls on the same problem, etc. What is it you’re trying to achieve?

Metrics 179

Metrics Social Media Media Social 179

Clark Quinn

MAY 4, 2010

so I stopped by the booth for their product, Engage. One of the questions I was asking was about tracking the potential benefits of social media in the enterprise, particularly the outcomes of informal learning: rate of problem solving, products and services generated, etc.

Web 140

Web Google Docs Doc SharePoint 140

Clark Quinn

AUGUST 7, 2010

Things are moving so fast, and increasingly the work will be solving new problems, designing new solutions/products/services, etc, that we won’t be able to anticipate the actual work needs.

Collaboration 174

Collaboration Design Learning Environment Environment 174

Clark Quinn

SEPTEMBER 22, 2008

internal processes on wiki starting to use wikis internally Moving faculty bookmarks to Delicious use wiki for learners to craft definition of 'seamless service' after searching orgs that proclaim to provide seamless service We hope to build wikis that our students can use to share information. approaches.

eLearning 2.0 233

eLearning 2.0 Wiki Examples Corporate eLearning 233

Clark Quinn

FEBRUARY 13, 2012

But tools, well, they are a product/service, and need resources. It’s pretty clear that if you align things appropriately: culture, vision, tools, that you get better outcomes. And, of course, culture isn’t a line item, and vision’s a leadership mandate.

Social Media 174

Social Media Budget Media Social 174

Clark Quinn

SEPTEMBER 23, 2010

The is important because of speed, productivity, and outcomes. It has also been demonstrated that employees are more productive when they’ve bought into the plan and have responsibility. They can provide input into the goals, and adapt the skillsets as needed.

Brain 166

Brain Social Media Performance Support Social 166

Clark Quinn

FEBRUARY 16, 2017

What I’ve been able to do, successfully across years and organizations, is help align processes, products, services, and more with how our brains work. In addition, figuring out how to apply them is why I’m here.

Innovation 101

Innovation Brain Games Trust 101

Clark Quinn

JANUARY 7, 2013

Happy workers are more engaged, more productive, and more fulfilled. Others will be hamstrung with outdated skills, tools and technologies, and will be too slow to adapt. Smart companies will adopt radical management, putting the customer in charge and reorganizing work in small teams. What’s not to like?

Predictions 178

Predictions Confluence Performance Support Social 178