Saba Fallstudie: Swedbank Drives Competence to Business With Support of Saba®’s Comprehensive Competency Management Solution

case study Swedbank (FöreningsSparbanken) Swedbank Drives Competence to Business Swedbank(FöreningsSparbanken)isaleadingNordic-Balticbanking With Support of Saba®’s Comprehensive groupwith8.4millionretailcustomersand396,000corporate Competency Management Solution customersinSweden,Estonia,LithuaniaandLatvia.Togetherwiththe cooperatingsavingsbanks,thegrouphasmorethan1,000branchesin Solution Overview SwedenandtheBalticcountries.AsofDecember2004,thegrouphad Industry — Financial Services totalassetsofSEK1,020billionandapproximately15,000employees. Challenge “ • Speedupcompetence-to-businessby  Saba allowed us to train more people faster. We moved from implementingapowerfulandtargeted 22,000 training days to 40,000 training days without increasing competencymanagementstrategy • Achievegreaterlevelsofcompliancewith recentlyintroducedfinanciallegislation our operational and structural costs. ” StaffanIvarsson,DeputyDirectorofHumanResources andimprovethelevelofreadinessof Swedbank(FöreningsSparbanken) Swedbank’sfinancialadvisors • Alignlearningandcompetencyinitiatives  toSwedbank’sbusinessimperatives Aligning Competencies to Serve Customer Loyalty Swedbank’scompetencystrategybeganin2001,whenthebank Benefits • Doubledthenumberoftrainingdays  realizeditwouldneedtoalignspecificemployeeskillstothedemands withinthesamecoststructure ofparticularcustomersegmentsinordertoimprovecustomerretention • Enabledalignmentandmeasurementof andloyalty.“ThisinitiativewascreatedtosupportSwedbank’s staffcompetencewithcustomer fundamentalbeliefthattheskills,motivationandsatisfactionofits retentionandsatisfaction • Turnedcomplianceintoacompetitive employeesareinstrumentaldriversofvalueforcustomers,”said advantagebycertifying8,500financial StaffanIvarsson,deputydirectorhumanresourcesatSwedbank.With advisorsineightweeks agrowingnumberofcustomersusingtheInternettohandleday-to- daytransactions,Swedbankdecidedtoimprovetheserviceskillsof Solution Saba®LearningSuite itscustomer-facingstaff,toensurethatthecompanyremainedthe CompetencyManagement numberonefinancialinstitutionforcustomersatisfaction. CertificationManagement Swedbankbelievedthatshiftingfromatransaction-orientedskills modeltoarelationship-orientedskillsmodelwouldimprovetheway itsbranch-basedstaffinteractedwithcustomersduringface-to-face meetings.Thisshiftcouldhappenonlybyhavingabettergripon competencies.Thecompanyneededaprocesstocategorizeskills andcompetencies,identifygapsandputintoplacecomprehensive developmentandtrainingplanstoincreasestaffreadinesstosell case study | Swedbank (FöreningsSparbanken) newfinancialofferingsandprovidetruefinancialadviceto bySwedbanksince1992,showedthatcompetencies demandingcustomers.Italsoneededablendedtraining hadthebiggestimpactoncustomersatisfaction—the model,providingmanagerstheflexibilitytoselecttheright bettertheskills,thehighercustomerloyalty.Swedbank channelstotrainstaffaccordingtothetypeofcompetency foundthat50%ofthecustomersatisfactionindexvalueis tobeacquired.Finally,thewholeeffortrequireda directlyconnectedtowhatcustomersthinkofthebank’s comprehensivelearningmanagementplatformthat competence. couldsupportasystematicandholisticapproachtoward Byworkingwithline-of-businessmanagers,theHR learningandcompetencymanagement,whilereducing departmentusedSabatorecordjobtypesassociated risksofincreasedcostsgeneratedbytheneedtotrain toeachbusinessdemand.Twenty-eightjobtypeswere morepeopleanddelivermoretrainingdays. created,spanningmanagementpositions,customer-facing Saba Supports Swedbank’s Vision of Integrating positionsandbusiness-supportpositions.Additionally,the Competence and Learning setofcompetenciesandlevelsassociatedwitheachjob Swedbankdecidedtoacquirealearningmanagement typewasalsostoredinSaba.Onehundredcompetencies platformthatwouldbecomethebackboneofits arecategorizedinSaba’scompetencylibrary,which competencestrategy.“Swedbank’skeygoalwastoalign isavailableforemployeeself-assessments,enabling competencieswithitsbusinessimperativesinachanging employeestomeasureexistingcompetenciesagainstthose environment.Learningwasconsideredoneofthekey requiredforaspecificjobprofile. enablersoftheoverallcompetenceinitiative,”saidIvarsson. Seventy-fivepercentofSwedbankstaffisusingjob Afterevaluatinganumberofsolutions,Swedbankidentified typesandcompetencegapanalysis,deliveredviaSaba. Sabaasbestsuitedtomeetitsstrategicrequirements Competencieshavebecomethebasisfordialoguebetween fortightlyintegratingcompetency-relatedandlearning- employeesandmanagerstodeterminegoalsandagree relatedprocesses.SwedbankchoseSabaLearningSuiteto onindividualdevelopmentplans.Developmentplansare create,categorizeandmanagecompetenciesaswellasto deliveredusingSaba,andreflectamixoftrainingchannels aligndevelopmentplansanddeliverlearningviaablended —classroom-based,e-learning,virtualnetworking,co- model.“Beyondthebreadthoffunctionalitiesoffered,we listeningtutoringandsimulations—dependingonthe likedthefactthatSabaalsosharedourvisionofHuman channelthatbestfitsthesetofcompetenciestobe CapitalManagement.BecauseSabadidnotlimitHuman acquiredordeveloped.Becausedeveloping“knowledge” CapitalManagementtothelearningelementonly,wefelt doesn’trequirethesamelearningchannelsasdeveloping thatSabacouldsupportSwedbank’sstrategyofusing “attitude”or“skills,” only a blended learning approach ,” ”onlyablendedlearningapproach learningtoservetherequirementsofthebusinessfirst,” allowsemployeestosegmentcompetenciesandchoose commentedIvarsson. thechannelthatbestfits. Aligning Competence to Business: An Iterative Process Finally,Sabasupportsfollow-upontheexecution. Swedbank’sapproachtocompetenceandlearning Developmentplansarereviewedonaregularbasisandserve managementisacontinuousanditerativeprocess asafoundationforfutureenhancementsandadjustmentsof composedofseveralsteps,allsupportedbySaba. competencyplansalignedwithbusinessplans. Humanresourcesdepartmentandbusinessmanagers Saba Contributes to the Development Plans of 13,000 closelyworkedtogethertosetthecompetenceacquisition Employees anddevelopmentstrategy.Understandingthebusiness Sabaprovidestheinfrastructureandrepositorythat demandtocreatesuccessforSwedbankwasthestarting supportseachstepofthisiterativeandcontinuousprocess. point.Regularinternalandexternalsurveys,carriedout 2 Twoyearsafterrollout,13,000employeesareusingSaba certificationhasalsobecomeakeydriverfortheSwedbank Learning,ofwhich75%arefrequentusers.Swedbank competencyandlearningmanagementinitiative.