Banking on enterprise e-learning: Part 5 in this series tells how PNC Bank made the most of its learning management system to up-skill employees through a competence manager application. The summary follows

T+D, August, 2003 by Martha Gold

PNC hasn't fully developed its efforts to determine ROI, but it hasn't given up hope in being able to show where end how the LMS helped boost the bottom line.

"It's one of those things we're trying to improve," says Dickerson. "We're dealing with a network that we never knew how to deal with in the past. We've found that the network has had an impact on how we serve our employees, and we're learning how our systems work with other technology, it's all a process, and we are evolving."

Part 5 in this series tells how PNC Bank made the most of its LMS to up-skill employees through a competence manager application.

The new product shows employees the skills and classes they need to excel in at their current positions, as well as career planning activities. It also helps target training dollars. If there are competency gaps in certain areas, or if a business unit or individuals wants certain competencies, managers will target those areas. "It helps us know what we should offer," says Paul Dickerson, e-learning manager.

The goal was to make all employees act more like leaders, give them more empowerment, and make them more receptive to customer needs. To make that happen, the bank upgraded technology, with a significant portion going towards a customer relations management system.

2Each phase of the improvement involved ample investment in training to enable workers to carry out their new roles. Because of that, PNC decided to centralize its training system. That required purchasing an LMS that would work with the company's registration and tracking system to monitor registrations and course completions, as well as disperse courseware.

Currently, 58 online courses and a blended orientation program are available.

Martha Gold is a freelance journalist who focuses on training and e-learning topics She is based in Ithaca, New York; mvgold@tebarron.com.