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Developing Human Capital: Using Analytics to Plan and Optimize Your Learning and Development Investments by Gene Pease, Barbara Beresford, Lew Walker

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CaseStudyPerformance Analytics for an Aligned Curriculum: VW Credit, Inc.

BACKGROUND

Volkswagen Group is the number-two automobile company in the world, surpassed only by Toyota. In the hypercompetitive automotive industry, Volkswagen Group is focused on 2018, its target year to become the global economic and environmental leader among automobile manufacturers. The 2018 goals include the following:

  • Be the world leader in customer satisfaction and quality.
  • Increase unit sales to more than 10 million vehicles a year.
  • Increase return on sales before tax to at least 8 percent.
  • Become the top employer across all brands, companies, and regions.

VW Credit, Inc. (VCI) is the captive finance company to Volkswagen Group of America (VWGoA) and plays an important role in VW’s success. VCI serves two important customer bases: buyers and lessees of VW, Audi, Bentley, Lamborghini, and Bugatti products and a 990-dealer network in the US.

VCI recognizes that the quality and commitment of its people are crucial to achieve the 2018 goals. VCI Academy is the company’s internal training organization, providing learning and professional development to employees across the company, from credit analysts and collection agents to the business development staff that calls on dealerships to ensure that dealers give their financing business to VCI.

The Academy knows that time in training is time away from the job. Therefore, the Academy wanted to be sure that its offerings addressed real performance ...

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