Client Objectives: The client wanted to replace existing customer information system (consisting of several separate, unintegrated applications) with a single, unified, networked customer information system. They also wanted strong staff acceptance of the new system.
Issues: This would entail:
All system users - clerks, dispatchers, managers would need training to use the new system. These customer support staff, though computer literate, had no prior experience with a graphic user interface or mouse.
The entire customer service representative (CSR) staff would need training on the use of a hand-held computer, to replace the paper work order and job tracking system currently in place. Most CSRs had no prior experience with computers. They viewed use of a hand-held computer as a threat to their way of work.
While the new
system would benefit the utility, there were no immediate or obvious benefits to the
For router/dispatchers, a five-day class
In addition, we developed two video presentations
Business Results: Training programs were in place
and tested when the new customer information system was ready to be rolled out.
Supervisors and users in each business region were trained prior to switch-over.
|Curriculum Assessment Tools|
|New Technology Adoption|
|Develop Customer / Client Partnerships|
|Project Management Methodology|
|Introduce a New Product|
|Enter a New Market|
|Introduce a New Information System|
|Change the Sales Approach|