IBM管理咨询企业电力学习解决方案

IBMBusinessConsultingServices

FloridaPower&Light

OnDemandLearningEnvironment

Developedfor

FloridaPower&LightJune22,2023

FPL

/bcs

TableofContents

ExecutiveSummary5

OurUnderstanding7

OurSolution9

TheValueofOurCapabilities12

TheValueofOurTools14

WitnessSystem'seQualityNowandeQualityProducer18

OurOngoingRelationshipwithFloridaPower&Light21

IBM'sOwnLearningTransformationStory23

ResponsetoRFPQuestions25

Pricing36

Assumptions39

ClientReferencesandCitations41

IBMBusinessTermsandConditions48

©Copyright2023IBM(unpublished).Allrightsreserved.

Ifnototherwiseexpresslygovernedbythetermsofawrittenconfidentialityagreementexecuted

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disclosedtothoseemployeeswhohaveaneedtoknowofitscontents,shallnotbedisclosedto

thirdpartiesoroutsideFloridaPowerandLight,andshallnotbeduplicated,used,ordisclosedin

wholeorinpartforanypurposeotherthantoevaluatethisproposalforthecontemplated

businessarrangementwithIBMwithouttheexpresswrittenconsentofInternationalBusiness

MachinesCorporation(IBM).Thisproposalisvalidfor90daysfromthedateonthecover.

ExecutiveSummary

TheFloridaPower&LightCompany(FPL)E-LearningRequestforProposalinitiatesthe

purchaseofasimulationsolwarepackagetoallowthecarecentertrainingdepartmenttheability

tocreatecalltypesimulationtrainingviae-learningmodulesthatwillbeusedtocoachCustomer

ServiceRepresentatives.IBMisrecommendingthatitsproprietarytool,ContentProducer,be

usedastheweb-basedtrainingauthoringcontentdevelopmentandcontentmanagementengine,

andisalsorespondingatabroaderandmorestrategiclevel.

FPLiscurrentlyintheinitialphaseofathree-phasemigration,aroll-outthatisanticipatedto

requireuptofouryearsbeforefullbenefitscanbeachievedInthefirststage,FPLisdefiningthe

carecenterlearningstrategy,learningtechnologystandards;e-learningdevelopment

methodologies,andbeginningthere-purposingofexistingmaterialstoweb-basedtraining/e-

learningmedia.

IBMproposesathree-prongedsolutiontomeetFPUsrequirementforanOnDemandlearning

environment:tools,integration,andservices.

Tools:

•InstallIBMContentProducerasthe,'masterweb-basedtrainingauthoringtoolandconlent

manager/repositoryforshareablecontentobjects.

■InstallIBMSimulationProducerasapplication-basedsimulationtool

■InstalleQualityNowfromWitnessasthemini-LearningManagementSystemforCareCenter

employees

■InstalleQualityProducerasvoice-basedsimulationtool

Integration:

・IntegrateeQualityNowwithFPLSAPTrainingandEventsmoduleandHRdatabases

■PartnerwithIBMKnowledgeFactories(onandoff-shore)toout-taskre-purposingand

programmingofexistingtrainingtoe-contentformat(web-basedandvirtual-classroom

training)

Services:

■Completeane-LearningStrategyandArchitecturealignmentreview

・FPLCareCenterTrainingDevelopersparticipatein1-weektrainingcourseonusingContent

ProducerandSimulationProducer

■IBMKnowledgeFactorytoworkwithFPLtrainingdeveloperstocustomizetemplatesandco­

developthefirstcourse

■ProvideChangeManagementsupporttofacilitatetransitionofboththeCareCenterend­

usersandtrainingtearrtonewe-learningmodel

・Identifybenefitsandreturnoninvestmentprojectionstosupportbusinesscaseforcare

centertrainingtransformationefforts,andtrackbenefits

IBMbelievesthatbyfollowingthisapproach,FPLcandramaticallyacceleratetheimplementation

ofproposedlearningsystem,whilereducingthecostsoftrainingFPL'sCareCenter

representativeswithourproposedsolution.

IBMhasusedthepowerofe-Learningtotransformitself,andproducesavingsinthehundredsof

millionsofdollars.Byusingthesameapproachandtools.IBMcanassistFPLinenteringthe

FutureofLearning.

OurUnderstanding

Inordertoprovideconsistentexcellentcustomerservice,ardtoacceleratethespeedto

proficiencyofitscarecenterrepresentatives,FPLwishestotransformitsexistingapproach:o

trainingtoanOnDemandlearningenvironment.FPLiscurrentlyintheinitialphaseofathree-

phasemigration,aroll-outthatisanticipatedtorequireuptofouryearsbeforefullbenefitscanbe

achieved.Inthefirststage,FPLisdefiningthecarecenterlearningstrategy,learningtechnology

standards;e-learningdevelopmentmethodologies,andbeginningthere-purposingofexisting

materialstoweb-basedtraining/e-learningmedia.

FPLcurrentlyemploysapproximately1300peopleasCareCenterRepresentativesintwocall

centers(MiamiandWestPalmBeach),FPLmanagesthecarecenterprocessesusingsoftware

toolsfromAvaya,BluePumpkinandWitnessSystems.Onthecorporatelevel,FPLhasdeployed

learningmanagementsystems(LMS)fromPlateautosupporttheirnucleargenerationfacilities,

andtheSAPLearningSolutiontosupportthebalanceoftheenterprise.Theyarecurrently

installinganinstanceofDocumentumfordocumentmanagement.

FPL'soverarchinggoalistodeployanOnDemandlearningenvironmenttosupportits1300care

centerrepresentatives.TheOnDemandlearningenvironmentwillsupportthecarecenter

representatives'newhiretraining,employeedevelopment,andjust-in-timelearningneeds.

BelowistheIBMsummaryofmajorrequirementsfortheoverallcarecenterOnDemandlearning

solution:

■IntegrationwithFPL'sexistingcarecentersoftware

■IntegrationwithFPL'sexistingcorporatelearninginfrastructure

■IntegrationwithFPL'sSAPPortal

■Theabilitytodeployacoursewareusingalearningobjectmodule

■TheabilitytoreuseandrepurposeexistingFPLtrainingcontent

■SupportofSCORM1.2orgreater,AICCandIMSmetatagging

■Theabilitytovalidatelearningandtrackscoresatthee-learningmodulelevel

■Providesearchcapabili:ies

■Supportforallstandardmediatypes

Requirementsforthelearningdevelopmenttools,LMSandLMCSinclude:

■Rapide-learningdevelopmentcapabilities

■Robustsimulationcapabilitiesforapplicationsimulation,callsimulationwithvoicerecognition.

■Branchingcapabilitiestosupportdynamicscenariosbasedonuser'sresponse

■Randomizercapabilities(differentscenarioseverytimeuserlogsin)

■Supportforaminimumof10concurrentcontentdevelopers

■Supportforthirdpartycontent

TherequirementsaboveareasummaryoftherequirementslistedintheRFP.AsIBMandFPL

continuediscussionstofurtherdefinethecarecenterOnDemandlearningsolution,other

requirementsmaybecomeapparentaspartoftheduediligenceprocess.

OurSolution

IBMproposesathree-prongedsolutiontomeetFPUsrequirementforanOnDemandlearning

environment:tools,integration,andservices.IBMbelievesthatFPLcandramaticallyaccelerate

theimplementationoftheproposedlearningsystem,whilereducingthecostsoftrainingFPL's

CareCenterrepresentativeswithourproposedsolution.

IBMbelievesFPLalreadyownsmuchoftheinfrastructuredetailedinRFPandthatFPLcanmeet

theCareCenterrepresenta:iveslearningrequirementsandsavemoneybothintheshortand

long-termbymakingasmallinvestmentnewcallcentersoftwarefromWitnessSystemsand

integratingthesoftwarewithFPL'sexistingCareCentersoftware,SAPlearningmanagement

system,andSAPenterpriseportal.

IBMalsorecommendsthatFPLmigratetoastandardizedSCORMcompliantrapide-learnirg

developmentplatformusingIBM'sContentandSimulationProducersoftware.

IBMisteamingwithWitnessSystemsforthissolutionbecauseofFPUsexistinginvestmentin

WitnesssoftwaretohelpitmanagetheFPLcarecenters.IBMsuggeststhatFPLpurchase

eQualityNowandeQualityProducerfromWitnessSystems.

WerecommendthateQualiyNowserveasthelearningmanagementsoftwareandthateQuality

NowbeintegratedwithFPL'sexistingSAPTrainingandEventsmoduleandHRdatabases.IBM

alsorecommendsthatFPLpurchaseeQualityProducerfromWitnessSystems.TheeQuality

ProducerapplicationwillallowFPLtocaptureandcreatee-learningsimulationsofactual

customercontactsaudioforuseastraining.

eQualityNowandeQualityProducerfocusonimprovingthecustomerexperience,aswellas

increasejobsatisfactionandretentionamongagents.Organizationsareimplementingcustomer

interactionrecordingsoftware,supplementedbyadynamiclearningenvironment,tohelpalign

theirpeople,processesandtechnologiesforincreasedperformanceandprofitability.eQualiy

andeQualityProducerquicklyaddressskilldeficiencieswithe-learningbasedonactual

performance-withoutthetime-consuminghasslesofexpensivecoursedevelopment.

Tofacilitatetherapiddevelopmentanddeploymentofe-learningcontentIBMrecommendsthat

FPLmigratetoIBMContentProducerforthedevelopmentofe-learningcontent.Content

ProducerprovidesallFPL'srequirementsfore-learningcontentdevelopmentwhileprovidingit

withatoolsetthatcandramaticallyreducethetimeandcostassociatedwithproducingSCORM

compliante-learningcourseware.ContentProducerwillprovideFPLtrainersandSMEtheability

todeveloprobust,web-basedcourseware-eitherasateamorindividually,usingaworkflow,

template-basedmethodologyContentProduceralsobringsmostoftheICMSfunctionalitythat

FPLisseeking.

TocreatesimulationsnotassociatedcapturingCareCentercustomercontactsIBMproposesthat

FPLuseIBMSimulationProducer.SimulationProducerisrapiddevelopmenttoolthatwillallow

FPLtoquicklycreateSCORMcompliantsimulationsthatlearnerscanviewpassivelyoruseas

reinforcementactivatesthatcanbescoredandtheresultscapturedintheFPLWitnessorSAP

LMS.SimulationProduceralsoprovidesFPLtremendousproductivityenhancementsby

automaticallydocumentingeachstepintheprocedureforpossibleexporttoMicrosoftWord-in

Tableformat-withscreencaptures,buttonimages,andnumbereddescriptionsofthesteps.

Thisfeatureeliminatesthetimeassociatedwiththecreationofseparatepaper-basedtraining

documentationbyallowingtheexportingofthecapturesassociatedwiththesimulationwitha

clickofasinglebutton.

IBMrecommendsthatFPLCareCentercontentdevelopmentstaffpersonnelparticipateinaone-

weektrainingcourseonIBMContentandSimulationProducer.Theone-weekcoursewillhelp

ensurethatFPLtrainingpersonnelpossesstheskillstheyneedtobegintheprocessof

developingcoursewaretosjpporttheFPLOnDemandlearningenvironment.

TosupportFPL'stransitiontoanOnDemandlearningenvironmentIBMproposesthatIBMworks

withCareCenterkeystakeholdersandtrainingpersonneltcvalidateFPL'strainingandchange

managementstrategiesformplementingitsOnDemandlearningenvironment.Webelievethat

wecanhelpFPLidentifybenefitsandreturnoninvestmentprojectionstosupportthebusiness

caseforcarecentertrainingtransformation.WecanalsoworkwithFPLtodevelop

methodologiesthatcandramaticallyshortenitsfour-yeardeploymentscheduleandreducethe

costsofdevelopinganddeployingtrainingcontentusingvarioustrainingmodalities

TofurthersupportFPUstransformationtoanOnDemandlearningenvironment,weproposethat

FPLpartnerwithIBMKnowedgeFactory.TheIBMKnowledgeFactorycanhelpFPLtore­

purposeandreprogramexistingtrainingmaterialsintoSCORMcompliante-contentfortheweb­

basedandvirtual-classroomtraining.

TheIBMKnowledgeFactoryisadedicatedteamofinstructionaldesignprofessionalsthatfocus

solelyonthedevelopmentoflearningcontent.IBMhasKnowledgeFactorieslocatedthroughout

theworldandcanprovideFPLateamofprofessionaldeveloperscapableofpartneringwithFPL

CareCentertrainingpersonneltodevelopOnDemandcoursewarefasterandatalowercost

thanFPLcanproducethecontentin-house.

TheValueofOurCapabilities

IBM'sHumanCapitalManagementconsultingpractices2800professionalsfocusonhelping

companiestransformtheirHRoperationsfromstrategythroughimplementationandtoprovide

HRwiththeappropriateanalyticstobettermanageacompany's

mostimportantassets-people.

MorefromPeoplefocusesondrivingmaximumbusiMore

performancethroughstrategicmanagementofhFrom

capital.MorefromPeoplecanhelpFPLforthBetterHRLearning&

mostappropriatepeoplestrategyasw”

OnDemandWorkplaces

ongoingalignmentofpeopleandbe您一1

achievedesiredbusinessresultsorobjectives

fortheorganization.

Learning&Development,workingin

conjunctionwithMoreFromPeople

inspiresandequipspeopleinbus­

inesstoimproveperformance,

skills,andknowledgeforresults.

LearningandDevelopment(L&D)hasexperiencesupportingeducationandtrainingthroughthe

entireinstructionaldesignprocessatalllevelsoftheorganization.L&D'sexperienceindelivering

integratedlearningsolutionsintheenergyindustryisunparalleled.WecanhelpFPLimprovethe

effectivenessandreducethecostoflearningwithintheorganization.Wewouldachievethese

resultsbyaddressingthefundamentalorganization,technology,andmethodsFPLusesto

facilitateemployeelearninganddevelopmenttohelpmeettheirkeybusinessobjectives.

Ourservicesinclude:

■Corporatelearningstrategyandorganization

■Businessapplicationsandprocesstraining

・Businessskillstraining

■Integratedlearningandcontentmanagementsolutions

■Employeeandmanagementdevelopmentprograms

■Leadershiptraining

・e-Learningtechnologies

■e-Content

IBM'sL&Dconsultantshavedeepexperienceindevelopingtrainingmaterialsusingallofthe

currentdevelopmentplatfoms.Ourconsultantsarewellversedinuseofdevelopmenttoolsfrom

Macromedia,Adobe,andTechsmith,includingDreamweaver,Flash,AuthorwareandDirector;

theAdobeCreativeStudio,andTechsmith'sCamtasia.

BetterHRfocusesonimprovingclientHRservicedeliveryandreducingtheoverallcostoftheir

IIPfunction.BetterHRwouldhelpFPLtransformthewayHRworksanddeliversvaluetothe

businessbyhelpingitsuccessfullydesign,implementandadoptthemostappropriate

combinationofHRservicedeliveryportfolios,operatingmodels,technologiesandprocessesfor

theirorganization.

OnDemandWorkplaceallowsclientstoachievedramaticefficiency,effectivenessand

innovationbyintegratingandsimplifyingcoreemployeeworkprocesses.AnOnDemand

WorkplacewouldprovideFPLintegrationandsimplificationofworkprocessesusingenterprise

portalstoenablethedynamicexchangeofcontent.FPL'sOnDemandWorkplaceenvironment

wouldenableyouremployeesworldwidetoconductself-servicebasedtransactions,queriesand

collaboration-notonlyforKnowledgeManagement,LearningandHRbasedservices,butfor

otherfunctionsandprocessesacrosstheextendedenterpriseaswell.

LeadingIntegratorofe-Learning-Ittakesintegrationexpertisetopiecetogetherthecomplex

componentsofacompletelearningsolution,aswellasstrategicchangeandbusinessprocess

improvementexpertisetohelpensurecomponentsworktogetherasaneffectivewhole.IBM

wouldsupportFPL'svisionofintegratingitsexistingcarecentersoftware,itscurrentlearning

infrastructureandSAPportal,withthenewe-learningtoolsandtechnologiestoprovideancn-

demandenvironmentthatwouldmeetits*newhiretraining,employeedevelopment,andjust-in-

timelearningneeds.

TheValueofOurTools

IBMhasdevelopedanunequaledsetoftoolstosupportourcustomersandconsultantsasthey

gothroughtheinstructionaldesign

process.AllofourdevelopmenttoolsS»*aaX%。口]na：4JJ

supportthelatestlearningstandards

includingSCORMandAICC.

SimulationProducerandContent

Producerarenocostvalueaddsthat

IBMbringstoallofitsHCM

engagements.Therearenofees

associatedwiththeuseofeither

SimulationorContentProducerwhen

thetoolisusedbyIBM'sconsultantsengagedonaproject.

IBMContentProducer

ContentProducerisane-learningcoursewareauthoringenvironmentthatreplacesthetedious

taskofhandcraftingcourseware.IBMContentProducerprovidessubjectmatterexpertsthe

abilitytodeveloprobust,web-basedcourseware-eitherasateamorindividually,usinga

workflow,template-basedmethodology.Itoffersastreamlined,drag-and-dropinterface.IBM

ContentProducerisusedbyIBM'sLearningDevelopmenttodevelopcustomcoursewarefor

boththeIBMCorporationanditsclientsworldwide.

ContentProducerfeaturesinclude:

■WYSIWYGAuthoring-Developingcontentisnowaseasyascreatingapresentation.And,

unlikeotherauthoringtools,thereisnoneedtocontinuallyre-publishscreenstopreviewhow

theywilllook.Theauthorworkswiththeactualoutputontheworkspace.

■EasyCreationofCustomTemplates-Eachprojecthasitsownuniquerequirements.

ContentProducerprovidesarobustandextensiblearchitecture(usingXML)thatallowsyou

tocustomizethebehaviorandlookofyourcourses.Youcanthenshareyourcustomized

templatesthroughoutyourorganization.

■ShareableContent-Usingsourcecodemanagement,developmentteamscanshare

contentacrosscourses,projects,andevenworldwideengagements.Youcanchoosefrom

usingContentProducerstand-alone,withtheincludedIBMContentProducerLibrary,crby

integratingwithMicrosoft@VisualSourceSafe®.

■LearningManagementIntegration(LMS)-ReportdatatoyourLMSusinglearning

standards.ContentProducerconformstoSCORM1.2specificationfortrackingand

packaging,andAICCspecificationfortracking.IfyoudonothaveanLMS,youcan

alternativelyusecookiesforreportinglearningdata.

■Microsoft@VisualSourceSafeIntegration-EnablesMicrosoft@VisualSourceSafe@to

beusedasacentralrepositoryforcontentdevelopmen:.Youwouldchoosethisoverthe

ContentProducerLibrary,ifyouneedtheabilitytoversionyourcontentduringdevelopment.

YoumightalsochoosethisifyourdevelopmentteamismorecomfortableinaVisualSource

Safeenvironment.

■ContentLayering-Enablesyoutolayeroneeventontopofanotherevent.Itisveryuseful

forcreatinganavigationalinterfacethatisavailableonalleventsintheSharableContent

Object(SCO).

■EventMerge-Enablesyoutocreateasetofglobalobjectsthatcanbemergedontoany

event.ItisusefulforplacingobjectsthatareusedthroughoutaSCOinoneplace.

IBMContentProduceradherestotheSharableContentObjectReferenceModel(SCORM)in

creatingcontent.Thismodelfindsitsprimarybasisinthereuseofcommoncontent.Aboveand

beyondthat,IBMContentProducercoursesareseparatedintothreedistincttypesoffilesin

ordertomaximizereusabilityofitscontent.

・ContentFiles-containitemssuchastextandmedia.Yourtextcanbeexportedto

Microsoft@Wordandsenttoatranslationcenter,andtheneasilyimportedagain.

■TemplateFiles-containtheinformationthatdetermineswhatbehaviortheuserwillbe

presentedwith.AnexamplewouldincludeaQuestionScreen,orTextwithImageScreen,

etc.ContentProducercomesstandardwithover20differenttemplatesthatareeasyto

customize.

■LayoutFiles-containinformationaboutwhereobjectsareplacedonthescreen,suchas

headings,graphics,ornavigationbuttonsandanyformattingsettings.Separatingthesethree

elementscanbeextremelypowerful.Itiseasytotakethelayoutofacourseyoulikeanduse

it,butnotitscontent.Ortakethecontentofacourseandre-branditforanothercustomer

withanewlayout.Thepossibilitiesareendless.

IBMSimulationProducer

SimulationProducerisanapplicationsimulationprogram,idealforquicklyproducinglearning

interactions.Similartoa"screencam,'1itcapturesimagesandeventsinanapplication,sue卜as

mouseandkeyboardinteractions,howeveritextendsthisfunctionbymakingtheimagesand

eventsinteractive-allowingtheusertoclickbuttonsandtotypetext.

Topromotelearning,IBMSimulationProducersupportsthreeplaybackmodes:

■Showmeplaysthecaptureback,expectingnoinputfromthestudent

・Guidemepromptsthestudentto

reproducethemouseand

keyboardinteractionsthatwere

shownin“Showme”

■Letmeallowsthestudenttoreproducetheinteractionswithoutguidance

Inadditiontotheannotationfunctionsandmulti-modeplayback,IBMSimulationProduceralso

providesatremendousproductivityenhancementbyautomaticallydocumentingeachstepinthe

procedureinMicrosoftWord-inTableformat-withscreencaptures,buttonimages,and

numbereddescriptionsofthesteps.CoursewaredeveloperswillfindthisExporttoMSWord

featureespeciallybeneficial.

IBMrecommendsthatFPLaddSimulationProducertoitsstableoftrainingmaterialdevelopment

tools.IncorporatingSimulationProducerintoFPL'sdevelopmenttoolkitwillbringseveralother

valueaddstoFPLincluding:

・Consolidationoftoolsusedtodeveloptraining

■Eliminationofseparatedemosandexercisesforclassrcomandonlinetraining

■Theabilitytotracktheend-userslearningviaFPL'sLearningManagementSystem

■EliminationoftheneedforseparateAribae-Procurementtrainingenvironmentstosupport

training

■AdditionofaSCORMandAICCcompliantdevelopmenttoolintotheFPLtoolkit.

WitnessSystem'seQualityNowandeQuality

Producer

eQualityNow

eQualityNowallowsthemtobrowsecoursecompletionreportsandsubsequentagent

performance-byindividualstudentorrolleduptotheteamcontactcenterorenterpriselevel.

UntileQualityNow,analyzingagentperformanceandthendevisinganddeliveringpersonalized,

targetedskillstraining,hasbeenapiece-meal,manualprocess.eQualityNowletsFPLbuildand

optimizetheirCareCenterrepresentatives'skillsbydeliveringtargetedtrainingdirecttotheir

desktops,basedoncapturedcustomercontactsandevaluations.Thispowerfulintegrated

solutionfromWitnessSystemsallowsforcontinuousassessmentofFPLCSRs'skilllevels,:he

effectivenessofcurrenttrainingandtheidentificationofanyknowledgegapsinyourcontact

center.

Leveragingtheclosed-loopenvironment,FPLcanrecordupto100percentofagentinteractions

withcustomersandproactivelyorganizethem-basedonpowerful,yeteasy-to-definebusiness

rules-intodesignatedcontactfoldersforrapidaccessandreplay.Basedontheserecordings,

FPLtrainingmanagersandsupervisorscandetermineareasforindividualorteamskills

improvement,aswellasidentify'bestpracticecalls*tobeusedincreatingnewhireandongoing

trainingmodules.

OnceFPLidentifiesa'bestpracticecall,'FLPcanedittheinteractionusingtheeQualityProducer

software,asimpleadd-onsolutiontoeQualityNowforuseinproducingcustomtrainingmodules.

eQualityProducerallowsFPLtoproducealibraryofbestpracticesbyevaluatingcustomer

interactions.FPL'sfinestexamplesshouldserveasbestpracticesforneweragentstolearn

rapidly,sotheycanemulatethesepractices.eQualityNowKeyFunctionsinclude:

■Dynamiclearningenvironmentschedules,deliversandmanagestrainingdirectlytoagent

desktopsfortimelyperformanceimprovement,withoutcostlyout-of-centertrainingtime

■IntegrationwitheQualitysuiteallowsfortargetedrecordingandevaluations-simplifying

creationandmanagementofindividualizedtrainingprograms

■Closed-loopperformancesystemprovidesforautomaticassignment,schedulingand

assessmentoftraining-eliminatingexpenseoftime-ccnsumingmanualprocesses

■OpencontentsstandardsenableuseofAICC-compliantcoursewarepurchasedoff-the-shelf

orcreatedin-house-optimizinguseoftrainingdevelopmentbudgetandresources

eQualityProducer

DeployingeQualityProducerwillallowFPLtoleveragerealcustomerinteractionsenablingFPL

toproducelow-cost,highly-:ocused-andoftenshort-term''disposablelearningsWithnew

products,servicesandpoliciesbeingrolledoutonaweeklyorevendailybasis,inexpensive

contentwithalimitedshelflifeisoftentimestheoptimaltrainingsolution.

FLPwillbeabletoexportitsreal-lifescenariosandquicklyandeasilycreateon-linecontentthat

representsacombinationofsoftskillsandhardskillstraining.Theselearningmodulescanfocus

onareas,suchaspolicyinformation,screenorsystemnavigation,accuracyofinformationinput,

productknowledge,listeningskillsandmore.TheWilliam'ssoftwarewillalsogiveFPLtheability

toincludeassessmentsasapartofthesemodulestotrackandmeasureagentperformance.

UsingeQualityProducerisanexcellentwaytobeginbuildingyoure-learninglibrary.Youcane-

mailthecontentordistributeitasahyperlinktoyourwebsite.Orsimplyplaceitinalearning

managementsystemforimmediate,shortorlong-termagentconsumption.Likewise,youcanuse

thecontentinconjunctionwitheQualityNow,creatingadynamiclearningenvironment.eQuality

Producerkeyfunctionsinclude:

■OffersseamlessintegrationwiththeeQualityperformanceoptimizationsuiteforready

implementationofincrementalcapabilitiessuchasperformanceanalysis

・Providesapowerful,easy-to-usesolutionthatrequiresminimaltechnicalskillstodeployand

use

■Enablesaquickly-developede-learningprogrambasedonbestpracticesforyourcontact

center

■FacilitatessimultaneousCSRtrainingontechnicalandsoftskills

OurOngoingRelationshipwithFloridaPower&

Light

IBMhasalonghistorywithFPL.Wehavepartneredonnumerousprojectstosuccessfullyhelp

FPLmeetitsbusinessneeds.Someofourprojectsinclude:

Project1:DataWarehouseDevelopment