IBM Business Consulting Services
Florida Power & Light
Developed for
June 22, 2004
Florida Power & Light
Ibm.com/bcs
The Value of Our Capabilities7
Witness System’s eQuality Now and eQuality Producer11
Our Ongoing Relationship with Florida Power & Light13
IBM’s Own Learning Transformation Story14
Client References and Citations26
IBM Business Terms and Conditions32
© Copyright 2004 IBM (unpublished). All rights reserved.
If not otherwise expressly governed by the terms of a written confidentiality agreement executed by the parties, the information presented herein is IBM Confidential information and shall only be disclosed to those employees who have a need to know of its contents, shall not be disclosed to third parties or outside Florida Power and Light, and shall not be duplicated, used, or disclosed in whole or in part for any purpose other than to evaluate this proposal for the contemplated business arrangement with IBM without the express written consent of International Business Machines Corporation (IBM). This proposal is valid for 90 days from the date on the cover.
The Florida Power & Light Company (FPL) E-Learning Request for Proposal initiates the purchase of a simulation software package to allow the care center training department the ability to create call type simulation training via e-learning modules that will be used to coach Customer Service Representatives. IBM is recommending that its proprietary tool, Content Producer, be used as the web-based training authoring content development and content management engine, and is also responding at a broader and more strategic level.
FPL is currently in the initial phase of a three-phase migration, a roll-out that is anticipated to require up to four years before full benefits can be achieved. In the first stage, FPL is defining the care center learning strategy, learning technology standards; e-learning development methodologies, and beginning the re-purposing of existing materials to web-based training/e-learning media.
IBM proposes a three-pronged solution to meet FPL’s requirement for an On Demand learning environment: tools, integration, and services.
Tools:
Integration:
Services:
IBM believes that by following this approach, FPL can dramatically accelerate the implementation of proposed learning system, while reducing the costs of training FPL’s Care Center representatives with our proposed solution.
IBM has used the power of e-Learning to transform itself, and produce savings in the hundreds of millions of dollars. By using the same approach and tools, IBM can assist FPL in entering the Future of Learning.
In order to provide consistent excellent customer service, and to accelerate the speed to proficiency of its care center representatives, FPL wishes to transform its existing approach to training to an On Demand learning environment. FPL is currently in the initial phase of a three-phase migration, a roll-out that is anticipated to require up to four years before full benefits can be achieved. In the first stage, FPL is defining the care center learning strategy, learning technology standards; e-learning development methodologies, and beginning the re-purposing of existing materials to web-based training/e-learning media.
FPL currently employs approximately 1300 people as Care Center Representatives in two call centers (Miami and West Palm Beach). FPL manages the care center processes using software tools from Avaya, Blue Pumpkin and Witness Systems. On the corporate level, FPL has deployed learning management systems (LMS) from Plateau to support their nuclear generation facilities, and the SAP Learning Solution to support the balance of the enterprise. They are currently installing an instance of Documentum for document management.
FPL’s overarching goal is to deploy an On Demand learning environment to support its 1300 care center representatives. The On Demand learning environment will support the care center representatives’ new hire training, employee development, and just-in-time learning needs.
Below is the IBM summary of major requirements for the overall care center On Demand learning solution:
Requirements for the learning development tools, LMS and LMCS include:
The requirements above are a summary of the requirements listed in the RFP. As IBM and FPL continue discussions to further define the care center On Demand learning solution, other requirements may become apparent as part of the due diligence process.
IBM proposes a three-pronged solution to meet FPL’s requirement for an On Demand learning environment: tools, integration, and services. IBM believes that FPL can dramatically accelerate the implementation of the proposed learning system, while reducing the costs of training FPL’s Care Center representatives with our proposed solution.
IBM believes FPL already owns much of the infrastructure detailed in RFP and that FPL can meet the Care Center representatives learning requirements and save money both in the short and long-term by making a small investment new call center software from Witness Systems and integrating the software with FPL’s existing Care Center software, SAP learning management system, and SAP enterprise portal.
IBM also recommends that FPL migrate to a standardized SCORM compliant rapid e-learning development platform using IBM’s Content and Simulation Producer software.
IBM is teaming with Witness Systems for this solution because of FPL’s existing investment in Witness software to help it manage the FPL care centers. IBM suggests that FPL purchase eQuality Now and eQuality Producer from Witness Systems.
We recommend that eQuality Now serve as the learning management software and that eQuality Now be integrated with FPL’s existing SAP Training and Events module and HR databases. IBM also recommends that FPL purchase eQuality Producer from Witness Systems. The eQuality Producer application will allow FPL to capture and create e-learning simulations of actual customer contacts audio for use as training.
eQuality Now and eQuality Producer focus on improving the customer experience, as well as increase job satisfaction and retention among agents. Organizations are implementing customer interaction recording software, supplemented by a dynamic learning environment, to help align their people, processes and technologies for increased performance and profitability. eQuality and eQuality Producer quickly address skill deficiencies with e-learning based on actual performance – without the time-consuming hassles of expensive course development.
To facilitate the rapid development and deployment of e-learning content IBM recommends that FPL migrate to IBM Content Producer for the development of e-learning content. Content Producer provides all FPL’s requirements for e-learning content development while providing it with a toolset that can dramatically reduce the time and cost associated with producing SCORM compliant e-learning courseware. Content Producer will provide FPL trainers and SME the ability to develop robust, web-based courseware – either as a team or individually, using a workflow, template-based methodology. Content Producer also brings most of the LCMS functionality that FPL is seeking.
To create simulations not associated capturing Care Center customer contacts IBM proposes that FPL use IBM Simulation Producer. Simulation Producer is rapid development tool that will allow FPL to quickly create SCORM compliant simulations that learners can view passively or use as reinforcement activates that can be scored and the results captured in the FPL Witness or SAP LMS. Simulation Producer also provides FPL tremendous productivity enhancements by automatically documenting each step in the procedure for possible export to Microsoft Word – in Table format – with screen captures, button images, and numbered descriptions of the steps. This feature eliminates the time associated with the creation of separate paper-based training documentation by allowing the exporting of the captures associated with the simulation with a click of a single button.
IBM recommends that FPL Care Center content development staff personnel participate in a one-week training course on IBM Content and Simulation Producer. The one-week course will help ensure that FPL training personnel possess the skills they need to begin the process of developing courseware to support the FPL On Demand learning environment.
To support FPL’s transition to an On Demand learning environment IBM proposes that IBM works with Care Center key stakeholders and training personnel to validate FPL’s training and change management strategies for implementing its On Demand learning environment. We believe that we can help FPL identify benefits and return on investment projections to support the business case for care center training transformation. We can also work with FPL to develop methodologies that can dramatically shorten its four-year deployment schedule and reduce the costs of developing and deploying training content using various training modalities.
To further support FPL’s transformation to an On Demand learning environment, we propose that FPL partner with IBM Knowledge Factory. The IBM Knowledge Factory can help FPL to re-purpose and reprogram existing training materials into SCORM compliant e-content for the web-based and virtual-classroom training.
The IBM Knowledge Factory is a dedicated team of instructional design professionals that focus solely on the development of learning content. IBM has Knowledge Factories located throughout the world and can provide FPL a team of professional developers capable of partnering with FPL Care Center training personnel to develop On Demand courseware faster and at a lower cost than FPL can produce the content in-house.
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