企业电力学习解决方案(英文版)

IBMBusinessConsultingServicesIBMBusinessConsultingServicesFloridaPower&LightOnDemandLearningEnvironmentDevelopedforDevelopedforJune22,2021FloridaPower&LightJune22,2021FloridaPower&LightI/bcs

TableofContentsI/bcsTOC\o"1-2"\h\z\uExecutiveSummary 3OurUnderstanding 4OurSolution 5TheValueofOurCapabilities 7TheValueofOurTools 8WitnessSystem’seQualityNowandeQualityProducer 11OurOngoingRelationshipwithFloridaPower&Light 13IBM’sOwnLearningTransformationStory 14ResponsetoRFPQuestions 16Pricing 23Assumptions 25ClientReferencesandCitations 26IBMBusinessTermsandConditions 32©Copyright2021IBM(unpublished).Allrightsreserved.Ifnototherwiseexpresslygovernedbythetermsofawrittenconfidentialityagreementexecutedbytheparties,theinformationpresentedhereinisIBMConfidentialinformationandshallonlybedisclosedtothoseemployeeswhohaveaneedtoknowofitscontents,shallnotbedisclosedtothirdpartiesoroutsideFloridaPowerandLight,andshallnotbeduplicated,used,ordisclosedinwholeorinpartforanypurposeotherthantoevaluatethisproposalforthecontemplatedbusinessarrangementwithIBMwithouttheexpresswrittenconsentofInternationalBusinessMachinesCorporation(IBM).Thisproposalisvalidfor90daysfromthedateonthecover.ExecutiveSummaryTheFloridaPower&LightCompany(FPL)E-LearningRequestforProposalinitiatesthepurchaseofasimulationsoftwarepackagetoallowthecarecentertrainingdepartmenttheabilitytocreatecalltypesimulationtrainingviae-learningmodulesthatwillbeusedtocoachCustomerServiceRepresentatives.IBMisrecommendingthatitsproprietarytool,ContentProducer,beusedastheweb-basedtrainingauthoringcontentdevelopmentandcontentmanagementengine,andisalsorespondingatabroaderandmorestrategiclevel.FPLiscurrentlyintheinitialphaseofathree-phasemigration,aroll-outthatisanticipatedtorequireuptofouryearsbeforefullbenefitscanbeachieved.Inthefirststage,FPLisdefiningthecarecenterlearningstrategy,learningtechnologystandards;e-learningdevelopmentmethodologies,andbeginningthere-purposingofexistingmaterialstoweb-basedtraining/e-learningmedia.IBMproposesathree-prongedsolutiontomeetFPL’srequirementforanOnDemandlearningenvironment:tools,integration,andservices.Tools:InstallIBMContentProducerasthe“master”web-basedtrainingauthoringtoolandcontentmanager/repositoryforshareablecontentobjects.InstallIBMSimulationProducerasapplication-basedsimulationtoolInstalleQualityNowfromWitnessasthemini-LearningManagementSystemforCareInstalleQualityProducerasvoice-basedsimulationtoolIntegration:IntegrateeQualityNowwithFPLSAPTrainingandEventsmoduleandHRdatabasesPartnerwithIBMKnowledgeFactories(onandoff-shore)toout-taskre-purposingandprogrammingofexistingtrainingtoe-contentformat(web-basedandvirtual-classroomtraining)Services:Completeane-LearningStrategyandArchitecturealignmentreviewFPLIBMKnowledgeFactorytoworkwithFPLtrainingdeveloperstocustomizetemplatesandco-developthefirstcourseProvideChangeManagementsupporttofacilitatetransitionofboththeCareCenterIdentifybenefitsandreturnoninvestmentprojectionstosupportbusinesscaseforcarecentertrainingtransformationefforts,andtrackbenefitsIBMbelievesthatbyfollowingthisapproach,FPLcandramaticallyacceleratetheimplementationofproposedlearningsystem,whilereducingthecostsoftrainingFPL’sCareCenterIBMhasusedthepowerofe-Learningtotransformitself,andproducesavingsinthehundredsofmillionsofdollars.Byusingthesameapproachandtools,IBMcanassistFPLinenteringtheFutureofLearning.

OurUnderstandingInordertoprovideconsistentexcellentcustomerservice,andtoacceleratethespeedtoproficiencyofitscarecenterrepresentatives,FPLwishestotransformitsexistingapproachtotrainingtoanOnDemandlearningenvironment.FPLiscurrentlyintheinitialphaseofathree-phasemigration,aroll-outthatisanticipatedtorequireuptofouryearsbeforefullbenefitscanbeachieved.Inthefirststage,FPLisdefiningthecarecenterlearningstrategy,learningtechnologystandards;e-learningdevelopmentmethodologies,andbeginningthere-purposingofexistingmaterialstoweb-basedtraining/e-learningmedia.FPLcurrentlyemploysapproximately1300peopleasCareCenterRepresentativesintwocallcenters(MiamiandWestPalmBeach).FPLmanagesthecarecenterprocessesusingsoftwaretoolsfromAvaya,BluePumpkinandWitnessSystems.Onthecorporatelevel,FPLhasdeployedlearningmanagementsystems(LMS)fromPlateautosupporttheirnucleargenerationfacilities,andtheSAPLearningSolutiontosupportthebalanceoftheenterprise.TheyarecurrentlyinstallinganinstanceofDocumentumfordocumentmanagement.FPL’soverarchinggoalistodeployanOnDemandlearningenvironmenttosupportits1300carecenterrepresentatives.TheOnDemandlearningenvironmentwillsupportthecarecenterrepresentatives’newhiretraining,employeedevelopment,andjust-in-timelearningneeds.BelowistheIBMsummaryofmajorrequirementsfortheoverallcarecenterOnDemandlearningsolution:IntegrationwithFPL’sexistingcarecentersoftwareIntegrationwithFPL’sexistingcorporatelearninginfrastructureIntegrationwithFPL’sSAPPortalTheabilitytodeployacoursewareusingalearningobjectmoduleTheabilitytoreuseandrepurposeexistingFPLtrainingcontentSupportofSCORM1.2orgreater,AICCandIMSmetataggingTheabilitytovalidatelearningandtrackscoresatthee-learningmodulelevelProvidesearchcapabilitiesSupportforallstandardmediatypesRequirementsforthelearningdevelopmenttools,LMSandLMCSinclude:Rapide-learningdevelopmentcapabilitiesRobustsimulationcapabilitiesforapplicationsimulation,callsimulationwithvoicerecognition.Branchingcapabilitiestosupportdynamicscenariosbasedonuser'sresponseRandomizercapabilities(differentscenarioseverytimeuserlogsin)Supportforaminimumof10concurrentcontentdevelopersSupportforthirdpartycontentTherequirementsaboveareasummaryoftherequirementslistedintheRFP.AsIBMandFPLcontinuediscussionstofurtherdefinethecarecenterOnDemandlearningsolution,otherrequirementsmaybecomeapparentaspartoftheduediligenceprocess.

OurSolutionIBMproposesathree-prongedsolutiontomeetFPL’srequirementforanOnDemandlearningenvironment:tools,integration,andservices.IBMbelievesthatFPLcandramaticallyacceleratetheimplementationoftheproposedlearningsystem,whilereducingthecostsoftrainingFPL’sCareCenterIBMbelievesFPLalreadyownsmuchoftheinfrastructuredetailedinRFPandthatFPLcanmeettheCareCenterrepresentativeslearningrequirementsandsavemoneybothintheshortandlong-termbymakingasmallinvestmentnewcallcentersoftwarefromWitnessSystemsandintegratingthesoftwarewithFPL’sexistingCareCentersoftware,SAPlearningmanagementsystem,andSAPenterpriseportal.IBMalsorecommendsthatFPLmigratetoastandardizedSCORMcompliantrapide-learningdevelopmentplatformusingIBM’sContentandSimulationProducersoftware.IBMisteamingwithWitnessSystemsforthissolutionbecauseofFPL’sexistinginvestmentinWitnesssoftwaretohelpitmanagetheFPLcarecenters.IBMsuggeststhatFPLpurchaseeQualityNowandeQualityProducerfromWitnessSystems.WerecommendthateQualityNowserveasthelearningmanagementsoftwareandthateQualityNowbeintegratedwithFPL’sexistingSAPTrainingandEventsmoduleandHRdatabases.IBMalsorecommendsthatFPLpurchaseeQualityProducerfromWitnessSystems.TheeQualityProducerapplicationwillallowFPLtocaptureandcreatee-learningsimulationsofactualcustomercontactsaudioforuseastraining.eQualityNowandeQualityProducerfocusonimprovingthecustomerexperience,aswellasincreasejobsatisfactionandretentionamongagents.Organizationsareimplementingcustomerinteractionrecordingsoftware,supplementedbyadynamiclearningenvironment,tohelpaligntheirpeople,processesandtechnologiesforincreasedperformanceandprofitability.eQualityandeQualityProducerquicklyaddressskilldeficiencieswithe-learningbasedonactualperformance–withoutthetime-consuminghasslesofexpensivecoursedevelopment.Tofacilitatetherapiddevelopmentanddeploymentofe-learningcontentIBMrecommendsthatFPLmigratetoIBMContentProducerforthedevelopmentofe-learningcontent.ContentProducerprovidesallFPL’srequirementsfore-learningcontentdevelopmentwhileprovidingitwithatoolsetthatcandramaticallyreducethetimeandcostassociatedwithproducingSCORMcompliante-learningcourseware.ContentProducerwillprovideFPLtrainersandSMEtheabilitytodeveloprobust,web-basedcourseware–eitherasateamorindividually,usingaworkflow,template-basedmethodology.ContentProduceralsobringsmostoftheLCMSfunctionalitythatFPLisseeking.TocreatesimulationsnotassociatedcapturingCareCentercustomercontactsIBMproposesthatFPLuseIBMSimulationProducer.SimulationProducerisrapiddevelopmenttoolthatwillallowFPLtoquicklycreateSCORMcompliantsimulationsthatlearnerscanviewpassivelyoruseasreinforcementactivatesthatcanbescoredandtheresultscapturedintheFPLIBMrecommendsthatFPLCareCentercontentdevelopmentstaffpersonnelparticipateinaone-weektrainingcourseonIBMContentandSimulationProducer.Theone-weekcoursewill

TosupportFPL’stransitiontoanOnDemandlearningenvironmentIBMproposesthatIBMworkswithCareCenterkeystakeholdersandtrainingpersonneltovalidateFPL’strainingandchangemanagementstrategiesforimplementingitsOnDemandlearningenvironment.WebelievethatwecanhelpFPLidentifybenefitsandreturnoninvestmentprojectionstosupportthebusinesscaseforcarecentertrainingtransformation.WecanalsoworkwithFPLtodevelopmethodologiesthatcandramaticallyshortenitsfour-yeardeploymentscheduleandreducethecostsofdevelopinganddeployingtrainingcontentusingvarioustrainingmodalities.TofurthersupportFPL’stransformationtoanOnDemandlearningenvironment,weproposethatFPLpartnerwithIBMKnowledgeFactory.TheIBMKnowledgeFactorycanhelpFPLtore-purposeandreprogramexistingtrainingmaterialsintoSCORMcompliante-contentfortheweb-basedandvirtual-classroomtraining.TheIBMKnowledgeFactoryisadedicatedteamofinstructionaldesignprofessionalsthatfocussolelyonthedevelopmentoflearningcontent.IBMhasKnowledgeFactorieslocatedthroughouttheworldandcanprovideFPLateamofprofessionaldeveloperscapableofpartneringwithFPLCareCentertrainingpersonneltodevelopOnDemandcoursewarefasterandatalowercostthanFPLcanproducethecontentin-house.

TheValueofOurCapabilitiesMoreFrom

PeopleOnDemandWorkplacesLearning&

DevelopmentBetterHRMoreFrom

PeopleOnDemandWorkplacesLearning&

DevelopmentBetterHRMorefromPeoplefocusesondrivingmaximumbusiness

performancethroughstrategicmanagementofhuman

capital.MorefromPeoplecanhelpFPLformulatethe

mostappropriatepeoplestrategyaswellasprovide

ongoingalignmentofpeopleandbehaviorto

achievedesiredbusinessresultsorobjectives

fortheorganization.Learning&Development,workingin

conjunctionwithMoreFromPeople

inspiresandequipspeopleinbus-

inesstoimproveperformance,

skills,andknowledgeforresults.LearningandDevelopment(L&D)hasexperiencesupportingeducationandtrainingthroughtheentireinstructionaldesignprocessatalllevelsoftheorganization.L&D‘sexperienceindeliveringintegratedlearningsolutionsintheenergyindustryisunparalleled.WecanhelpFPLimprovetheeffectivenessandreducethecostoflearningwithintheorganization.Wewouldachievetheseresultsbyaddressingthefundamentalorganization,technology,andmethodsFPLusestofacilitateemployeelearninganddevelopmenttohelpmeettheirkeybusinessobjectives.Ourservicesinclude:CorporatelearningstrategyandorganizationBusinessapplicationsandprocesstrainingBusinessskillstrainingIntegratedlearningandcontentmanagementsolutionsEmployeeandmanagementdevelopmentprogramsLeadershiptraininge-Learningtechnologiese-ContentIBM’sL&Dconsultantshavedeepexperienceindevelopingtrainingmaterialsusingallofthecurrentdevelopmentplatforms.OurconsultantsarewellversedinuseofdevelopmenttoolsfromMacromedia,Adobe,andTechsmith,includingDreamweaver,Flash,AuthorwareandDirector;theAdobeCreativeStudio,andTechsmith’sCamtasia.BetterHRfocusesonimprovingclientHRservicedeliveryandreducingtheoverallcostoftheirHRfunction.BetterHRwouldhelpFPLtransformthewayHRworksanddeliversvaluetothebusinessbyhelpingitsuccessfullydesign,implementandadoptthemostappropriatecombinationofHRservicedeliveryportfolios,operatingmodels,technologiesandprocessesfortheirorganization.OnDemandWorkplaceallowsclientstoachievedramaticefficiency,effectivenessandinnovationbyintegratingandsimplifyingcoreemployeeworkprocesses.AnOnDemandWorkplacewouldprovideFPLintegrationandsimplificationofworkprocessesusingenterpriseportalstoenablethedynamicexchangeofcontent.FPL’sOnDemandWorkplaceenvironmentwouldenableyouremployeesworldwidetoconductself-servicebasedtransactions,queriesandcollaboration-notonlyforKnowledgeManagement,LearningandHRbasedservices,butforotherfunctionsandprocessesacrosstheextendedenterpriseaswell.LeadingIntegratorofe-Learning-Ittakesintegrationexpertisetopiecetogetherthecomplexcomponentsofacompletelearningsolution,aswellasstrategicchangeandbusinessprocessimprovementexpertisetohelpensurecomponentsworktogetherasaneffectivewhole.IBMwouldsupportFPL’svisionofintegratingitsexistingcarecentersoftware,itscurrentlearninginfrastructureandSAPportal,withthenewe-learningtoolsandtechnologiestoprovideanon-demandenvironmentthatwouldmeetits’newhiretraining,employeedevelopment,andjust-in-timelearningneeds.TheValueofOurToolsIBMhasdevelopedanunequaledsetoftoolstosupportourcustomersandconsultantsastheygothroughtheinstructionaldesignprocess.AllofourdevelopmenttoolssupportthelatestlearningstandardsincludingSCORMandAICC.SimulationProducerandContentProducerarenocostvalueaddsthatIBMbringstoallofitsHCMengagements.TherearenofeesassociatedwiththeuseofeitherSimulationorContentProducerwhenthetoolisusedbyIBM’sconsultantsengagedonaproject.IBMContentProducerContentProducerisane-learningcoursewareauthoringenvironmentthatreplacesthetedioustaskofhandcraftingcourseware.IBMContentProducerprovidessubjectmatterexpertstheabilitytodeveloprobust,web-basedcourseware–eitherasateamorindividually,usingaworkflow,template-basedmethodology.Itoffersastreamlined,drag-and-dropinterface.IBMContentProducerisusedbyIBM’sLearningDevelopmenttodevelopcustomcoursewareforboththeIBMCorporationanditsclientsworldwide.ContentProducerfeaturesinclude:WYSIWYGAuthoring–Developingcontentisnowaseasyascreatingapresentation.And,unlikeotherauthoringtools,thereisnoneedtocontinuallyre-publishscreenstopreviewhowtheywilllook.Theauthorworkswiththeactualoutputontheworkspace.EasyCreationofCustomTemplates–Eachprojecthasitsownuniquerequirements.ContentProducerprovidesarobustandextensiblearchitecture(usingXML)thatallowsyoutocustomizethebehaviorandlookofyourcourses.Youcanthenshareyourcustomizedtemplatesthroughoutyourorganization.ShareableContent–Usingsourcecodemanagement,developmentteamscansharecontentacrosscourses,projects,andevenworldwideengagements.YoucanchoosefromusingContentProducerstand-alone,withtheincludedIBMContentProducerLibrary,orbyintegratingwithMicrosoft®VisualSourceSafe®.LearningManagementIntegration(LMS)–ReportdatatoyourLMSusinglearningstandards.ContentProducerconformstoSCORM1.2specificationfortrackingandpackaging,andAICCspecificationfortracking.IfyoudonothaveanLMS,youcanalternativelyusecookiesforreportinglearningdata.Microsoft®VisualSourceSafeIntegration–EnablesMicrosoft®VisualSourceSafe®tobeusedasacentralrepositoryforcontentdevelopment.YouwouldchoosethisovertheContentProducerLibrary,ifyouneedtheabilitytoversionyourcontentduringdevelopment.YoumightalsochoosethisifyourdevelopmentteamismorecomfortableinaVisualSourceSafeenvironment.ContentLayering–Enablesyoutolayeroneeventontopofanotherevent.ItisveryusefulforcreatinganavigationalinterfacethatisavailableonalleventsintheSharableContentObject(SCO).EventMerge–Enablesyoutocreateasetofglobalobjectsthatcanbemergedontoanyevent.ItisusefulforplacingobjectsthatareusedthroughoutaSCOinoneplace.IBMContentProduceradherestotheSharableContentObjectReferenceModel(SCORM)increatingcontent.Thismodelfindsitsprimarybasisinthereuseofcommoncontent.Aboveandbeyondthat,IBMContentProducercoursesareseparatedintothreedistincttypesoffilesinordertomaximizereusabilityofitscontent.ContentFiles–containitemssuchastextandmedia.YourtextcanbeexportedtoMicrosoft®Wordandsenttoatranslationcenter,andtheneasilyimportedagain.TemplateFiles–containtheinformationthatdetermineswhatbehaviortheuserwillbepresentedwith.AnexamplewouldincludeaQuestionScreen,orTextwithImageScreen,etc.ContentProducercomesstandardwithover20differenttemplatesthatareeasytocustomize.LayoutFiles–containinformationaboutwhereobjectsareplacedonthescreen,suchasheadings,graphics,ornavigationbuttonsandanyformattingsettings.Separatingthesethreeelementscanbeextremelypowerful.Itiseasytotakethelayoutofacourseyoulikeanduseit,butnotitscontent.Ortakethecontentofacourseandre-branditforanothercustomerwithanewlayout.Thepossibilitiesareendless.IBMSimulationProducerSimulationProducerisanapplicationsimulationprogram,idealforquicklyproducinglearninginteractions.Similartoa“screencam,”itcapturesimagesandeventsinanapplication,suchasmouseandkeyboardinteractions,howeveritextendsthisfunctionbymakingtheimagesandeventsinteractive–allowingtheusertoclickbuttonsandtotypetext.Topromotelearning,IBMSimulationProducersupportsthreeplaybackmodes:Showmeplaysthecaptureback,expectingnoinputfromthestudentGuidemepromptsthestudenttoreproducethemouseandkeyboardinteractionsthatwereshownin“Showme”LetmeallowsthestudenttoreproducetheinteractionswithoutguidanceInadditiontotheannotationfunctionsandmulti-modeplayback,IBMSimulationProduceralsoprovidesatremendousproductivityenhancementbyautomaticallydocumentingeachstepintheprocedureinMicrosoftWord–inTableformat–withscreencaptures,buttonimages,andnumbereddescriptionsofthesteps.CoursewaredeveloperswillfindthisExporttoMSWordfeatureespeciallybeneficial.IBMrecommendsthatFPLaddSimulationProducertoitsstableoftrainingmaterialdevelopmenttools.IncorporatingSimulationProducerintoFPL’sdevelopmenttoolkitwillbringseveralothervalueaddstoFPLincluding:ConsolidationoftoolsusedtodeveloptrainingEliminationofseparatedemosandexercisesforclassroomandonlinetrainingTheabilitytotracktheend-userslearningviaFPL’sLearningManagementSystemEliminationoftheneedforseparateAribae-ProcurementtrainingenvironmentstosupporttrainingAdditionofaSCORMandAICCcompliantdevelopmenttoolintotheFPLtoolkit.

WitnessSystem’seQualityNowandeQualityProducereQualityNoweQualityNowallowsthemtobrowsecoursecompletionreportsandsubsequentagentperformance–byindividualstudentorrolleduptotheteam,contactcenterorenterpriselevel.UntileQualityNow,analyzingagentperformanceandthendevisinganddeliveringpersonalized,targetedskillstraining,hasbeenapiece-meal,manualprocess.eQualityNowletsFPLbuildandoptimizetheirCareCenterLeveragingtheclosed-loopenvironment,FPLcanrecordupto100percentofagentinteractionswithcustomersandproactivelyorganizethem–basedonpowerful,yeteasy-to-definebusinessrules–intodesignatedcontactfoldersforrapidaccessandreplay.Basedontheserecordings,FPLtrainingmanagersandsupervisorscandetermineareasforindividualorteamskillsimprovement,aswellasidentify‘bestpracticecalls’tobeusedincreatingnewhireandongoingtrainingmodules.OnceFPLidentifiesa‘bestpracticecall,’FLPcanedittheinteractionusingtheeQualityProducersoftware,asimpleadd-onsolutiontoeQualityNowforuseinproducingcustomtrainingmodules.eQualityProducerallowsFPLtoproducealibraryofbestpracticesbyevaluatingcustomerinteractions.FPL’sfinestexamplesshouldserveasbestpracticesforneweragentstolearnrapidly,sotheycanemulatethesepractices.eQualityNowKeyFunctionsinclude:Dynamiclearningenvironmentschedules,deliversandmanagestrainingdirectlytoagentdesktopsfortimelyperformanceimprovement,withoutcostlyout-of-centertrainingtimeIntegrationwitheQualitysuiteallowsfortargetedrecordingandevaluations–simplifyingcreationandmanagementofindividualizedtrainingprogramsClosed-loopperformancesystemprovidesforautomaticassignment,schedulingandassessmentoftraining–eliminatingexpenseoftime-consumingmanualprocessesOpencontentsstandardsenableuseofAICC-compliantcoursewarepurchasedoff-the-shelforcreatedin-house–optimizinguseoftrainingdevelopmentbudgetandresourceseQualityProducerDeployingeQualityProducerwillallowFPLtoleveragerealcustomerinteractionsenablingFPLtoproducelow-cost,highly-focused–andoftenshort-term“disposablelearning.”Withnewproducts,servicesandpoliciesbeingrolledoutonaweeklyorevendailybasis,inexpensivecontentwithalimitedshelflifeisoftentimestheoptimaltrainingsolution.FLPwillbeabletoexportitsreal-lifescenariosandquicklyandeasilycreateon-linecontentthatrepresentsacombinationofsoftskillsandhardskillstraining.Theselearningmodulescanfocusonareas,suchaspolicyinformation,screenorsystemnavigation,accuracyofinformationinput,productknowledge,listeningskillsandmore.TheWilliam’ssoftwarewillalsogiveFPLtheabilitytoincludeassessmentsasapartofthesemodulestotrackandmeasureagentperformance.UsingeQualityProducerisanexcellentwaytobeginbuildingyoure-learninglibrary.Youcane-mailthecontentordistributeitasahyperlinktoyourwebsite.Orsimplyplaceitinalearningmanagementsystemforimmediate,shortorlong-termagentconsumption.Likewise,youcanusethecontentinconjunctionwitheQualityNow,creatingadynamiclearningenvironment.eQualityProducerkeyfunctionsinclude:OffersseamlessintegrationwiththeeQualityperformanceoptimizationsuiteforreadyimplementationofincrementalcapabilitiessuchasperformanceanalysisProvidesapowerful,easy-to-usesolutionthatrequiresminimaltechnicalskillstodeployanduseEnablesaquickly-developede-learningprogrambasedonbestpracticesforyourcontactcenterFacilitatessimultaneousCSRtrainingontechnicalandsoftskills

OurOngoingRelationshipwithFloridaPower&LightIBMhasalonghistorywithFPL.WehavepartneredonnumerousprojectstosuccessfullyhelpFPLmeetitsbusinessneeds.Someofourprojectsinclude:Project1:DataWarehouseDevelopmentOut-taskingIssue:AninternalFPLauditwasconductedontheDSSforitsconstantissueswiththedataconsistencyandaccuracyofreports.TheFPLinternalauditdiscoveredandreportedseveralconcernsregardingthereliabilityofdatastoredinDSS.Solution:FPLdecidedtolaunchanefforttoredesigntheDSStoimplementbettercontrolstoachievedataconsistency.ThiseffortwaslaunchedinOctober,2021withtheassistanceofIBMresourcesinkeypositionsinperformingtheanalysisanddesignphasescheduledtobecompletedbyMarch,2021.Forimplementationphase,startingApril1,2021withanexpecteddurationthroughtheendof2021,FPLhasdecidedtofullyouttasktheconstructionandimplementationofthedatawarehousesolutiontoIBM,Aspartofthissolution,FPLisleveragingIBM'soffshoredevelopmentcapabilities(over20,000hoursofdevelopment)toreducetheoverallcostandtimetoimplement.Benefits:Thisprojectalongwithcostsavingsbenefitsoverthepreviousdatawarehousesolution:ProvidesfordataaccuracyandconsistencyProvidesabilitytocontroldataconsistencyinproactivemannerAllowstoenhanceresponsetimeinproducingreportsinatimelymannerWillhaveanalyticsolutionbasedonarobustdatamodelusingdimensionaldatamodelingtechniquesProject2:TroubleCallManagementSystem-ApplicationDevelopmentandSupportOut-taskingIssue:FPLhadbeenexperiencingeveryincreasingandvolatilesupportcosts,increasedtechnologycomplexities,andscarcityofskilledresourcestocontinuethedevelopmentandsupportofTCMS.TCMSisacriticalbusinesssupportapplicationthatmanagestroublecallsduringstormsandhurricanes.Solution:FPLdecidedtoengageIBMtoformanapplicationsupportteamtoberesponsibleforTCMSdevelopment,newversionreleasemanagement,andongoingsupport.IBMhandlestheoperationandreliabilityoftheapplication;whileFPLisabletofocusonplanningeffortsforthelong-termviabilityandstrategyforTCMS.Benefits:FPLwasabletoreduceongoingsupportcosts,improvereliabilityandconsistencyofsupportteamandapplication,andredeployinternalresourcestootherprojectsandoperationalpriorities.Wetrustthatwehaveearnedtherighttobringoure-learningexperienceswithustoFPLaswecontinuetobuildourrelationshipwithFPLwiththisprojectaswellasothersinthenearfuture.

IBM’sOwnLearningTransformationStoryForIBM,le