Building the learning telco

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The knowledge and skills required to succeed in the digital environment are ever evolving. Telcos must maintain knowledge flows around the organisation and enhance their capacity to learn in order to keep pace and compete.


Format: PDF filePages: 40 pagesCharts: 13Author: Nicola WarrenPublication Date: February 2022

Table of Contents

  • Executive Summary
  • Introduction
  • The value of organisational learning
  • Enabling organisational learning
    • Types of learning in organisations
  • Organisational learning in practice
    • Learning as an organisational priority
    • Identifying learning purpose
    • Content-based learning
    • Person-led learning (knowledge sharing)
    • Process-led learning
    • Trial, reflection and practice
    • Recognition and rewards for learning
  • Towards learning organisations
    • Findings
    • Evaluation
  • Conclusions
  • Index

Table of Figures

  • Figure 1: Evaluation of telco performance against organisational learning practices
  • Figure 2: The telco’s highly VUCA environment
  • Figure 3: Benefits of an “organisational” approach to learning
  • Figure 4: The Plan Do Check Act cycle
  • Figure 5: Elisa’s values
  • Figure 6: Purpose-led learning in Customer IT Development at Elisa
  • Figure 7: Telenor Academy (Telenor U)
  • Figure 8: Cross-department/work group composition of CoPs
  • Figure 9: Design thinking at Telia
  • Figure 10: Application of design thinking at Deutsche Telecom
  • Figure 11: Spark NZ organisation structure
  • Figure 12: More learning types and greater reach to achieve organisational learning
  • Figure 13: Summary of progress in learning practices

Companies: Deutsche Telekom, Elisa, Microsoft, Spark New Zealand, Telenor, TELUS

Keywords: agile, agile processes, coaching, communities of practice, Culture, Design thinking, Deutsche Telekom, e-learning, Elisa, experimentation, failure, growth mindset, kaizen, kata coaching, knowledge sharing, L&D, lean startup, learning, learning management systems, learning organisations, learning tools, microsoft, online learning portals, purpose, Spark New Zealand, telenor, Telus digital, user-generated content, values, workforce skills