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non hendrerit arcu. Suspendisse potenti. rhoncus urna eu massa pulvinar nec ali-
quet justo vestibulum. Integer auctor, mi
et egestas ultrices, nisi urna varius mi, quis consectetur nisl urna a dui.
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vel purus. Nullam urna ipsum, sodales vel
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suada blandit. Curabitur rutrum est sit
amet odio dapibus ultricies. Proin volut-
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eu leo sit amet mauris elementum congue. Etiam dolor quam, volutpat at convallis et, feugiat sed tellus. Nunc eleifend augue
et ante laoreet commodo. Nam nec sapien turpis. Cum sociis natoque penatibus et
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Smithson linkes to knock off early, going on expensive golf junkets paid for by corporate lobbyists.
sapien, nec laoreet magna orci at ligula. Providing Maximum Value for Time and Dollars Invested CCN
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LEADERSHIP COMPLIANCE
est mollis dictum quis ac lacus. Etiam
rutrum, velit et porta blandit, tortor eros
ultrices eros, in sagittis felis tellus in purus. Suspendisse non tortor sapien. In
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FINANCIAL & BUSINESS ACUMEN
at magna eu odio aliquam condimentum
at eu est. Phasellus quis quam dolor, id tempor ante. Nunc laoreet convallis
ASSESSMENTS CONSULTING
ornare. Curabitur id nunc erat, a volutpat tellus. Cras eleifend ultricies odio, a pharetra est tempus id.
Proin volutpat pretium blandit. Donec ultricies tempor neque
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Donec et libero risus. Aliquam et tortor sed est mollis dictum quis
SALES TR AINING Aliquam accumsan auctor faucibus.
bus orci luctus et ultrices posuere cubilia
Curae; Pellentesque varius lacus nec
nibh porttitor et facilisis magna egestas.
at tristique. Sed at magna sed ante rhoncus sodales in nec eros. ac lacus. Etiam rutrum, velit et porta blandit, tortor eros ultrices
eros, in sagittis felis tellus in purus. Suspendisse non tortor sapien. In at magna eu odio aliquam condimentum at eu est.
PROFESSIONAL DEVELOPMENT
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STRATEGIC PLANNING CHANGE MANAGEMENT
www.customercarenews.com
Letter from the CEO
H
i, I’m John Edmondson. I’m proud to be the CEO of Enhanced Learning Methodologies, Inc. (ELM). ELM is a learning and development company
with a difference. All our senior executives have run companies; all have signed the front of a paycheck. We have experienced sleepless nights worrying about business. We have put in all-nighters dealing with cash flow crunches and demanding customers.
ELM comprises business people
who understand business. We do not train for the sake of training but with
a business goal in mind. We all know that the purpose of doing business is
to bring value to all our stakeholders, and anything that does not bring value is not a good business activity.
To that end, all our brands and
programs address the complex challenges facing organizations today. Each is
focused on one or several issues our clients are dealing with and offers a solution that is manageable, affordable and profitable.
We provide that one point of contact not only for products and services, but also
for product information, billing, facilitation, customer support and customized services. This approach enables our clients to get maximum value for time invested and dollars spent.
Talk to us and find out how ELM can help you grow revenue and market share. John Edmondson
CEO, Enhanced Learning Methodologies www.elmethods.com
john.edmondson@elmethods.com
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Enhanced Learning Methodologies, Inc. (ELM) Vancouver Office: John Edmondson, President Suite 324, 186-8120 No. 2 Road, Richmond, BC V6A 1J9 604-274-6610 (P) 604-720-6497 (M) john.edmondson@elmethods.com Chicago Office: Bill Albert, Executive VP and VP of Sales & Marketing 2S. 031 Lexington Ct., Warrenville, IL 60555 630-393-3052 (P) 630-476-3052 (M) bill.albert@elmethods.com Detroit Office: Keith Levick, Ph.D., Vice President of Learning 32000 Northwestern Hwy., Ste. 128 Farmington Hills, MI 48334 248-851-0824 (P) keith.levick@elmethods.com Detroit Office: Dale Jaslove, Vice President of Media & Media Relations 32000 Northwestern Hwy., Ste. 128 Farmington Hills, MI 48334 888-438-9528 (P) 248-520-2309 (M) dale.jaslove@elmethods.com London Office: Peter Voller, Director of European Operations Welland View Farmhouse, Main Street, Barrowden, Rutland LE15 8EQ UK 011-44-1572-747374 (P) 011-44-7747-772633 (M) peter.voller@elmethods.com
Meet the Principal Partners in ELM John Edmondson, President, has been presenting different
learning and training programs to employees ranging from the bargaining unit of a company to the C-suite of executives for more than 15 years. These programs have included how to better hire
people, financial acumen training, e-learning techniques and the use of interactive training methods such as simulations.
Currently on the faculty of York University’s Schulich School of
Business in Toronto as a visiting instructor, John presents financial simulations with an emphasis on sales and manufacturing to the
executive MBA and sales leadership program. He believes that you enable people to learn using hands-on experience.
John is an experienced manager and executive with strong lead-
ership experience who, as president, has led a major trade organi-
zation. His primary responsibility was dealing with government and elected politicians. John has also served as an independent
board member of several publically traded companies, most notably as chairman or member of audit committees and compensation committees, specializing in corporate governance issues.
Early in his career John worked in the manufacturing industry
where he rose to the level of plant superintendent of a high-speed
unionized brewing operation. While there he was in charge of shipping and receiving, all aspects of packaging, brewing, and quality control.
Bill Albert, Executive Vice President & Vice President of
Sales and Development, is a founder of the newly formed ELM.
With more than 20 years in the sales, learning and development fields, Bill has embraced his new roles with ELM.
Prior to founding ELM, Bill served as President of Business
Methodologies International, Ltd. (BMI), where he has been
Melbourne Office: Andrew Castle, Director of Australian Operations 5 Hendra Court, Elsternwick, Melbourne Australia 3185 011-61-1 300-660-595 andrew.castle@elmethods.com
designing and delivering board-based business simulations for
Monterrey Office: Alex Villarreal, Director of Mexican Operations Guillermo Prieto No. 205 Interior 2. Col. Palo Blanco. San Pedro Garza García, México +52 (81) 80401071 +52 (81) 80401072 alex.villarreal@elmethods.com
Additionally every program’s development has been sponsored by
15 years. His firm has developed programs in a wide range of
industries including Manufacturing, Health Care, Call Centers,
Distribution, Sales and Service, and many more. What makes Bill’s approach unique is that every program has been created with
industry experts to satisfy specific issues within their industry.
an organization within the industry for which the simulation was created.
Bill believes that as important as it is to drive efficiencies and
financial results, minimizing the impact of the customer experience can be devastating to the long-term health of an organiza-
tion. Success comes in the form of effectively managing both, and
as such, his simulations reflect that reality. A talented facilitator and presenter, Bill is often requested to come in and work with organizations around the country and around the world. Among
3
the organizations Bill has worked with are General Electric, Microsoft, Children’s Hospital of Colorado, Stream Global Services, Sonepar, Rockwell, Avnet and Boeing.
Keith Levick, Ph.D., Vice President of Learning, received his
Ph.D. in Counseling from Wayne State University and spent more than 18 years in private practice before transferring his expertise to the field of human performance and organizational psychology. Currently he is the principal for Goren and Associates, Inc., which
Peter Voller, Director of European Operations, is a highly
experienced business consultant specializing in delivering Senior Management Development and Corporate Strategy Implementation
through the business simulations designed by Celemi AB based
in Malmo, Sweden. For the past 20 years he has worked as an International Facilitator, working with multinational groups, running programs throughout Europe, the United States, India, South Africa, UAE, China, Singapore and Peru.
Peter has designed and facilitated Management Development
specializes in empowering workforce talent through 21st century
Programs incorporating Decision Base and Apples & Oranges with
profitability.
Ingersoll Rand, The University of Iowa EMBA Program, and
skills and competencies required for driving business growth and
Goren and Associates partners with organizations to custom-
design learning interventions using their tools and processes linked
many organizations including Motorola, Whirlpool, Saint Gobain, Trident Industries in India.
Peter has a background in Marketing and Sales, and board-level
to specific business objectives and competencies. The company’s
management in both consumer and industrial manufacturing com-
or combinations of training, coaching, assessment, or organi-
where organizations are increasingly dependent on the knowledge
multi-dimensional approach may include individual engagements,
zation development solutions.During the years, Dr. Keith has developed more than 40 training courses and workshops such as Emotional Intelligence: Mastering the Heart of Leadership,
Conf lict Management, Team Building, Coaching Skills for
Leaders, Adjusting to Stress and Change, Deterring Workplace Violence, and many other courses dealing with the human side of business.
Dale Jaslove, Vice President of Media & Media Relations,
received his bachelor’s degree from Michigan State University and has been in the publishing field for 37 years. Overseeing several
publications throughout that time, Dale’s experience is mainly in
panies. He is a powerful advocate of the principle that, in a world
of their people, it is important that modern, effective learning pro-
cesses are in place that are linked to the achievement of the strategic goals.
Andrew Castle, Director of Australian Operations, is an inter-
nationally experienced business consultant focused on organization
effectiveness. With more than 20 years of experience consulting
with major corporations across the Asia Pacific region in designing and implementing Change Management Talent, Succession, Leadership, Strategic Planning, and Executive Coaching, Andrew is customer focused and helps clients achieve significant outcomes.
Andrew has consulted for clients such as Country Road, DHS,
business-to-business publishing. Innovation and customer-driven
Medibank Private, CSL, Kraft SE Asia, Regal Beloit and Glaxo
person experiential learning case studies to executive roundtable
Management, Culture Change Mergers, Strategic Planning and
editorial content have always been the primary focus. From firstlearning opportunities, all of Dale’s publications have featured trade
learning as a top priority. His publications have been geared toward
Smith Kline, offering experience in Sales Management, Change Implementation, and Leadership Effectiveness.
Andrew is a Certified Management Consultant (CMC®), which
highlighting those people and companies that are creating the
is an internationally recognized accreditation, and is an accred-
innovation and growth.
Engineering as well as Organizational Dynamics.
products and services that can make the difference and accelerate Dale is currently the publisher of Customer Care News magazine,
a publication that he created to educate about the leaders, industry
ited coach with qualifications in Chemical and Manufacturing
Alex Villarreal, Director of Mexican Operations, has spent
changes and cutting-edge developments in the Customer Care
the past 13 years leading a Training and Development consultancy
new executive and employee learning products, such as Learning
Communication. His primary role has been to design and facilitate
field. Recently, the CCN management team began to underwrite
Ticklers™, a communications tool that can be customized to increase learning retention following training courses and seminars.
Dale will provide ELM customers the communication expertise
needed to help leadership reach their goals inside the organization and in the community when needed.
firm, specializing in Leadership, High-performance Teams and training programs, team building activities and conferences for
world-class organizations. Alex’s professional background is in production, engineering and quality collaboration with multinational companies in Mexico and the United States. He facilitates powerful
and transformational conversations and learning experiences that enable leaders and organizations to create better places to work and a more sustainable world.
4
About Business Methodologies International, Ltd. (BMI) Generating Profitable Thought. That’s the mission of Business Methodologies International, Ltd. (BMI). The company was created to
help organizations teach their employees to drive profitable thought by allowing them to “experience” the real-life complexities of running the business.
Through its Business Reality 101™ board-based business simulation, or “game,” BMI allows employees to walk in the shoes of their
management team to handle both the strategic and day-to-day operations of the business. Over the years, these financial simulations have helped dozens of organizations enable their employees to make better decisions in several areas of the business, including cash flow, supply-
chain management, driving quality throughout the organization, selling at higher margins, and most importantly, understanding how their individual roles help drive real financial value for their respective companies.
In 2010, BMI began to focus its work almost exclusively on helping manufacturing and distribution companies bridge the gap in their
understanding of how important they are to each other. Today, the company is a specialist in working with suppliers and distributors.
About Enhanced Learning Methodologies (ELM) In 2013, BMI and five other organizations joined forces and
formed Enhanced Learning Methodologies, Inc. (ELM) with the
vision of becoming the largest organization in the world focused
exclusively on the relationship between suppliers and distributors. Realizing that BMI alone could not meet all the demands of this
industry, it joined forces with an international group of companies by acquiring them directly or creating strategic partner alliances.
ELM boasts a customer base that includes Rockwell, Sonepar,
Wesco, The National Association of Electrical Distributors
(NAED) and a host of other companies. As a collaborative organi-
zation, ELM is able to provide products and services ranging from
simulations to soft-skill training to compliance, E-learning and sales training for the electrical distribution industry.
What sets ELM apart from the competition? As a collaboration of worldwide partners, ELM offers more than just a variety of unique
and effective training programs — it provides clients with the solution they need for their requirements. “Our goal is to make you, our client, look brilliant,” says John Edmondson, President of ELM. “How do we do that? By meeting your needs better than anyone else can.”
ELM goes above and beyond simple off-the-shelf programs by customizing every aspect to meet your organization’s specific needs. “We
will be your trusted advisor, working with you to develop a program designed with your goals in mind,” says Edmondson.
What’s the Benefit to You? “One of the things we like about working with companies such as Rockwell is that they have a great learning and development organi-
zation already established,” says Bill Albert, Executive Vice President and Vice President of Sales & Development for ELM. “It’s not our
objective to get in the way of what you are already doing. Rather, we would like to collectively assess those areas of both your distribution channel partners’ learning and development needs as well as your internal EMEA Rockwell employee needs and see if there are areas where we can become a value-added educational partner with you.”
In order to deliver quality simulations and programs to your customers and employees in their respective languages and with the right
facilitators, we have begun developing and deploying professional trainers here in the EMEA Region.
ELM, through the utilization of Business Reality 101™ and its other products and services in partnership with the great learning and
development programs you already have, will help your distribution customers understand the real financial Euros and cents that working with Rockwell can have to support their bottom line and grow their business.
5
Business Reality 101TM BMI’s Business Reality 101™ is currently recognized as the leading distribution simulation in the marketplace.
How Did we Get Here? The program was designed collaboratively between BMI and the Stuart C. Irby Co., A Sonepar Operating Company headquartered in
Jackson, Miss. Approved by President Mike Wigton, the program was co-written in 2010 with Gary L. Bodam, Ph.D., Vice President of Human Resources and Organizational Development.
Because Irby is a Rockwell distributor, we looked at the relationship between the two companies and began to build a model that was
reflective of the “right” relationship between manufacturers and distributors. Our research led us to interview branch managers, sales vice presidents, warehouse personnel, purchasing managers and others to get insight into how various people viewed their company, the industry and their manufacturing counterparts. This work culminated in the creation of the Business Reality 101™ simulation.
“We wanted our people to increase their understanding of complex business operations so they can contribute to better results, and this
simulation will help us reach that goal,” says Bodam. “It is engaging and generates profitable thinking and is time well spent.”
The program was quickly picked up by Sonepar USA, Boeing and the National Association of Electrical Distributors (NAED), which is
among the largest electrical distribution associations in the United States with more than 5,000 company members, including companies such as Rockwell, Sonepar USA, Wesco, GE, Rexel, and Siemens.
In May 2012, we presented the program at Rockwell’s headquarters to various leaders from around the world, including Reto Berner. The
feedback from that presentation and others has been excellent, and we are excited to share with you today this program that literally thousands of people have experienced in both North and South America.
The ABCs of the Program As you experienced during the simulation, Business Reality 101™
allows any member of an organization’s workforce to “become” the
decision-making force, experiencing the responsibilities of how to spend the money, deciding where the cash is going and what type of
investments they’re going to make, how to run the supply chain, and more.
“In our experience, we’ve discovered that most of us adult learners
learn by actually diving in, getting our hands dirty and actually working
with or within the system that we ultimately need to be working in,” says Bill Albert, President of BMI. “This simulation allows people to be
fully engaged in running a business. Through this program employees begin to better understand the internal process, which increases their
overall knowledge of the organization — a key factor in maximizing the company’s success.”
The simulated learning process is an amazing learning experience.
To date, BMI has had a host of organizations implement the program with great success.
“I found the concepts presented in the Business Reality 101™
Distribution Business Simulation relevant to understanding the mechanics of the business equation,” says Tim McGowan, Branch
and Operations Manager for CapitalTristate, an electrical distributor. “Having an accounting and process development background and
having taught accounting and business management on the college level, it was refreshing to see an experiential approach to the terminology
of business and our industry. I observed people with a limited background in accounting or finance gaining an awareness of the interaction, connections, and consequences of sources and uses of cash, inventory, payables, equity, revenue, cost of sales, operating expenses, bad debt, and
6
process development. The terms of obsolete inventory, inventory turnover, cost accounting, gross margin, PBIT, and drop-through took on new relevance, and I believe set a great foundation for reinforcement through the application of the business planning process. The instructors were prepared and material helpful in bringing the concepts alive.”
“I think in IT we tend to just really focus on cost and getting the job done. What I learned from the Business Reality 101™ Distribution
simulation was that any investments we make really need to focus on how this affects the customer, is it making the processes more efficient and ultimately educating the business on how IT can help their businesses in the future,” says
Joe Young, Vice President of Technology for Sonepar North America. “Additionally, one of the
things that was a big, big lesson for me was how much of our accounts receivable is just sitting out there and that we’re not collecting in a timely manner. Whether or not that’s due to the
customer, or because we need to invest in more effective processes, just seeing that cash sitting out there was huge for me.”
The Learning Doesn’t Stop Today One unique feature of the ELM programs is that we use the Learning Ticklers™ system
to follow up learning experiences. The card deck system highlights the most important parts
of the course, featuring quick references for easy access and use. For increased accessibility, the Learning Tickler™ can easily be loaded onto a smartphone.
“With more than 30 years of educating business leaders, managers and staff, we have recog-
nized that learning must have follow-up to be effective,” says Keith Levick, Ph.D., Principal of
Goren and Associates, who developed and created the Learning Ticklers™ in association with
Dale Jaslove, publisher of Customer Care News. These digital, searchable tools are easily accessed by participants to help remind them of the many things they learned and will support future retention of the training.
Learning Ticklers TM
Flashcards for Business
7
ELM: The Right Solution for Your Requirements As a collaborative organization with worldwide strategic partnerships,
• Business Reality 101™ Manufacturing
and other product offerings to support your bausiness’ every need.
• Business Reality 101™ Healthcare
ELM is able to offer a variety of training courses, seminars, simulations
• Business Reality 101™ Call Centers
Leadership
Assessments
common core leadership competencies, however, we also partner with our
of employment — from selection and hiring to training, coaching and
We provide a host of leadership courses and learning modules based upon clients to ensure all learning interventions meet specific business needs
Our assessment tools, evaluations and related products target all phases
management performance. Our assessments also provide accurate, reli-
and objectives. Our programs have a blended learning environment based
able data that helps employers achieve accurate job fit; helps managers
experiences. Some of the courses offered include:
efforts to achieve greater productivity and profitability.
upon active learning with rich, interactive exercises and applied business
lead, coach and motivate effectively; and helps all employees direct their • Customer Service Assessment
• Manufacturing Reality™
• Sales Assessment
• Business Reality™
• Workplace Engagement Survey
• Manufacturer-Distributor Reality™
• Checkpoint 360
• Manufacturing Leadership Series • Conf lict Management
• Coaching Skills for Leaders
Strategic Planning, Change Management & Consulting
• Team Communication
translate ideas into action. In incorporating a team approach, this semi-
Our strategic planning process (whole-scale change) is designed to
• Managing Multiple Generations
structured process energizes the creative ideas of people while building strong commitment. In addition, the entire strategic planning process is a
Compliance
strong team building initiative for participants. This process has worked
• PCI
in nearly every industry and on almost every type of organizational
• HIPAA
change including strategy implementation, merger integration, culture
• Deterring Workplace Bullying
change, lean transformation, scenario planning and rapid expansion.
• Deterring Sexual Harassment
• Adjusting to Stress & Change
• Deterring Workplace Violence
• Leading During Times of Change
Professional Development
Just as leaders need to further develop their skills, so do the individual
• Becoming a Resilient Leader
contributors of an organization. When all employees (including leaders)
Communication Tools
diminish. As a result, employees become more engaged and empowered.
lishing, ELM is able to offer customized materials to assist clients with
are on the “same page,” everyday issues that drain energy and productivity Areas of focus include:
With partners that have more than three decades of experience in pub-
both internal and external communications. We can help you manage the learning continuation and application through internal supportive
• Leadership and Supervisory Skills
product development such as:
• Communication Skills for Professionals
• Hard Copy & Email Newsletters
• Change Management
• Magazines
• Compliance Training
• Flyers
• Team Building
• Site Branding Materials
Financial & Business Acumen
Regardless of their role in the company, all employees have an affect on
Learning Tools
cessfully as possible, we have board-based business simulations designed
have learned during ELM’s courses, simulations and seminars, we have
the bottom line. To ensure your business is running as smoothly and sucfor every level of the company, allowing employees to experience the day-to-day operations of the business. The following simulations are available:
• Business Reality 101™ Distribution
In order to help participants both retain and apply the information they
created accompanying tools so they can continue the learning process even after the course is done. • Learning Ticklers™
www.elmethods.com