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Our Services >> Custom Training
Programs
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| "Accelerate learning and performance
with a blend of focused programs and tools" |
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 IBM
Corporation
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IBM Business Partner Services Marketing
Education Series
Need – Enable a geographically-dispersed
group of employees and partners to quickly deliver a new series
of IBM services.
Solution – Managed, designed
and developed custom training and job aids: a concise self-instructional
guide, audio tape, and 'quick reference' pamphlet.
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Market Research Methods Series
Need – Increase the capacity of
marketing, product development, and other staff to professionally
survey and analyze customer requirements, and to research
customers in commercial and public databases.
Solution – Designed and
developed 3 interactive courses taught by market research
experts in studios linked by satellite to 7 IBM classrooms
across the country.
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"Basic Discovery Techniques"
(1-Day Interactive Workshop, Participant and Facilitator
Guides, taught in classrooms and via satellite with
learner keypad Q&A and testing in up to 7 IBM satellite-connected
classrooms)
• Introduction
• Design
• Preparation
• Collection
• Selecting a Research Provider
• Glossary
• Bibliography
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"Finding Customer Information:
The Search Process" (1-Day Interactive Workshop,
Participant and Facilitator Guides, taught in classrooms and
via satellite with learner keypad Q&A and testing in up
to 7 IBM satellite-connected classrooms)
• Course Overview
• Introduction
• Define Information Needs
• Create Search Strategies (Pathways)
• Create Search Strategies (Sources and Techniques)
• Organize the Search Information
• Evaluate the Search Information
• Assemble the Search Results
• Course Evaluation and Closing
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"Using the 'Voice of the Customer'
Process"
Need – Ensure that customer requirements
and the competitive environment clearly drive product planning,
quality, and development.
Solution – Managed, designed
and developed a detailed and practical workshop including
a Trainer's Guide and self-instructional Participant Handbook
closely integrated with live training.
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"Using
the 'Voice of the Customer' Process" (2-day
Interactive Workshop, Participant and Facilitator Handbooks)
• Overview: Using the Voice
of the Customer (VOC) Process
• Preparing to Do the VOC Process
• Discovering Customer Wants and Needs
• Organizing Customer Wants and Needs
• Measuring Customer Wants and Needs
• Presenting and Implementing VOC Results
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"Customer Requirements and Task
Specifications"
Need – Systematically identify
and prioritize product requirements using a local-area network
and proprietary software with customer groups.
Solution – Refined the
processes with the clients and developed a Trainer's Guide
and self-instructional Participant Handbook closely integrated
with live training and customer requirements gathering.
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"Customer Requirements
and Task Specifications" (1-Day Interactive
Workshop, local area network system (decision support
center) enabled the expert-facilitated process, Participant
Guide and Facilitator Guide)
• Workshop Purpose and Overview
• Executive Overview
• Defining Tasks
• Task Scenarios
• Initiator: Task Definition
• Defining Customer Requirements in a DSC
• Analyzing Customer Requirements
• User Satisfaction Questions
• Initiator: Requirements
• Recruiting Participants
• CRTS Planning
• Glossary
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Need – Develop a repeatable certification
process for Systems Engineers and Account Managers working
in cross-functional virtual teams to sell products and provide
support to Internet Service Providers globally.
Solution – Designed and
developed a series of classroom and web-based 'bootcamps'
and courses to train international account managers and systems
engineers. Created Trainer's and Participant Guides and expert-validated
tests to certify participants in product knowledge and positioning.
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"Service Provider Market
Fundamentals" (2- Day Interactive Workshop
with Participant Guide/On-the-Job Reference Guide, facilitator
notes, online individual testing)
• Introduction
• Old World: Voice
• Old World: Telco Networks and Systems
• Old World: Telecom Regulatory Environment
• New World: CLECs
• New World: Greenfield IXCs
• New World: ISPs
• New World: Cable MSOs
• Case Study Part 1
• SP Technologies: IOS
• SP Technologies: IP & ATM
• SP Technologies: Open Packet Telephony
• New World Vision
• SP Architectures
• SP Services: Services Overview
• SP Services: Transport
• Transportation Service Products
• SP Services: Internet Access
• SP Services: VPNs
• Case Study Part 2
• Internet Access and VPN Service Products
• Internet Access and VPN Services Web Optimization
Products
• The Cisco Competitive Connection
• SP Services: Voice
• Voice Service Products
• Corporate Support Services
• Case Study Part 3
• Final Test
• Warp-Up and Class End
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"Service Provider Service
Fundamentals" (2- Day Interactive Workshop with Participant
Guide/On-the-Job Reference Guide, facilitator notes, online
individual testing)
• Introduction
• Marketplace Overview
• Reference Architectures
• Security Overview
• Network Management Overview
• Transport Overview
• Core Technologies
• Activity #1: Asking the Right Questions
• Network Design
• IOS Overview
• Access/Dial
• Access/DSL
• Access/Cable
• Access/Wireless
• Case Study #1
• IP Multilayer
• IP Services
• IP + ATM
• VPNs
• Case Study #2
• VoAT Basics
• Unified Communications
• VoX/Tandem Cap & Grow
• Security Solutions
• Network Management Summary
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Need – Help customers to effectively
use Xerox's desktop publishing software on daily projects
on their own.
Solution – Helped subject
matter expert to define her layout and design methods in a
step-by-step process. Designed and developed this successful
course with Participant and Trainer's Guides and 35mm slides
illustrating design concepts taken from our daily environment.
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"Page
Layout and Design Workshop: An Eight-Step Process
for Planning Effective Documents" (1- Day Interactive
Workshop, Photography, Participant and Facilitator's
Guides)
• Instructor's Overview
• Course Introduction
• Ways of Seeing
• Typography and Design: Terms and Concepts
• Page Layout and Design Process
• A Letter Format Makeover
• A Technical Documentation Makeover
• A Newsletter Makeover
• Course Review and Evaluation
• Glossary
• Bibliography
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Product Training
Need – Ensure internal professional
services, business development staff and reselling partners
are able to install, configure and use the latest version
of this eCommerce product.
Solution – Designed and
managed the development and delivery of a three-day hands-on
training program that allowed participants to actually install
the software and simulate the client experience. This had
the immediate effect of allowing the company to recognize
$1,000,000 in revenue from major reseller of the product.
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"VerticalNet
eMarketplace Suite 3.0.6 Training" (3-day
workshop customized for VerticalNet client, British
Telecom, 3-day, hands-on application training, Participant
and Facilitator’s Guides, 20-node LAN with full
application interactivity)
• Defining Our Vision for
the Future
• Introduction to the Product
• Overview of C2 Suite
• Ontology/Ontology Builder Introduction
• Ontology Builder Tool
• C2 Server Application and Usage Overview
• C2 Server Installation and Configuration
• Business Publisher Suite Overview
• BP Suite Installation and Configuration
• BP Suite Mapping and Publishing
• Architectural Overview of Trade Server
• Functional Overview of Trade Server
• Installation of Trade Server
• Functional Overview of Auction/Reverse Auction:
Administrator
• Functional Overview of Auction/Reverse Auction:
Originator
• Functional Overview of Auction/Reverse Auction:
Bidder
• Implementation Process Case Study: NECX Online
Trading Exchange
• Our Approach to Legacy Systems
• Internationalization
• Competitive Landscape Overview
• VerticalNet Solutions and Yantra
• Working with VerticalNet Solutions
• Enterprise Sourcing
• Glossary
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Product and Sales Training
Investment Banking Services
Need – Train all BofA retail customer
contact personnel (branches and regional offices) on the new
suite of IRA products being offered prior to the upcoming
"tax season", which was 2 months away, in order
to meet a sales goal of $500,000.
Solution – Designed and
developed a product and sales program and built 40 satellite
broadcast reception rooms with a capacity of over 1,400 participants
per broadcast to deliver it. Over 5,600 people were trained
in 25 cities in 7 states in 6 sessions over a period of 3
days, contributing to $1,000,000,000 in IRA sales revenue
(double the goal) over the following three months.
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"Individual Retirement
Account (IRA) Training" (½-day interactive
satellite broadcast session with video presentations
and scenarios, interactive exercises between sites and
moderator, collateral materials, scripts, Facilitator
and Participant Guides)
(Note: Modules delivered and emphasis
will vary by audiences)
Module 1 - Introduction to the
Individual retirement Account (30 minutes)
• Video Introduction from
Senior Management
• Overview of the IRA Product
• Standardization of the IRA product and Procedures
• IRA Marketing Opportunities
• Revised Collateral Materials & the IRA Sales
Guide
Module 2 - Product Knowledge
for Sellers (60 minutes)
• The Five IRA Products
• Investment Options
• Tax Relief Act of 1997
• Review Exercises: "What's My IRA" and "Name That
IRA"
Module 3 - Product Knowledge
for Non-Sellers (60 minutes)
• IRA Product Descriptions
and Terminology
• Target Prospects for each IRA Product
• Profiling an IRA Prospect (role play)
• Recognizing Cross-Sell and Referral Opportunities
(role play)
Module 4 - Sales Preparation
(30 minutes)
• The New Goals and Incentive
Program
• How to Effectively Use the Sales Guide & Tools
• Proactive Selling
• Identifying Prospects for each IRA Product (video
exercise)
• Overcoming Objections - Tips & Techniques
Module 5 - Procedures and Forms
(60 minutes)
• Overview of the Sales Process
& Procedures
• Sales Scenarios ( 5 interactive video exercises)
• Review Revised Sales Forms
Program Summary
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Customer Service
and Management Training
Global Payment Operations
Need – Create a customer service
culture that will improve the quality and consistency of the
customer experience, both from the perspective of those within
the bank and the ultimate clients.
Solution – Developed highly
customized programs for managers and non-managers, as well
as series of reinforcement initiatives that eventually reached
over 2,000 people. The program was entirely delivered by line
managers certified as instructor/coaches.
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"'Executing
End-to-End Excellence' Customer Service"
(Two 2-day programs, one for managers and one for non-managers,
with Facilitator and Participant Guide, video models,
reinforcement toolkit, track-the-trades program and
materials, and ongoing coaching with management team)
• Introduction
- Welcome
- Program Objectives
- Service Mission
• Products and Expectations
- Introduction
- Cash Management
- Define Your Product
- Identify Your Client
- Service Quality Chain
- End-to-End Excellence
• Breaking the Barriers
to Client Service
- Satisfaction-Loyalty Continuum
- Service Skills Overview
- The Banking Difference
- Barriers Discussion
- Program Overview
- Goal Identification
• Service Skills
- Satisfaction Skills
> Focusing on the Client
> Maintaining and Enhancing Self-Esteem
> Listening to Show Understanding
- Loyalty Skills
> Maintaining Personal Responsibility
> Managing Complaints versus Resolving Problems
> Managing a Complaint
> Resolving a Problem
• Making an Internal
Request for Assistance
- Introduction
- Action Step Review
- Video Model and Review
- Skill Practice
- Transfer to Job
• Handling A Client's
Request for Service
- Action Step Review
- Video Model and Review
- Skill Practice
- Transfer to Job
• Improving Service
Quality Through Leadership (Managers)
- Introduction
- Service Reinforcement Tool
Kit Review
> Supporting Employees During
Training
> Reinforcing On-the-Job Applications of Training
> Conducting Refresher Sessions
> Session Worksheets
• Coaching to Improve
Service Quality
- Introduction
- Action Step Review
- Video Model and Review
- Skill Practice
- Transfer to Job
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Cash Management Services
Need – Minimize the loss of customers
as a result of the merger by making the transition as seamless
as possible.
Solution – Managed the
design, development and delivery of sales, customer service
and product training for the just merged organization for
all of California. Costs were minimized by developing tools
and templates that internal subject matter experts could use
to develop and deliver training. Customer retention exceeded
the company's goals.
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"Security Pacific Bank
Merger Training" (The first item was a 3-day
management conference, followed by delivery of the other
components at all California Regional offices in ½
to 1-day sessions, with Participant and Facilitator
guides and new product and sales collateral materials)
• Organizational Overview
& Strategy
• Account Administration
• Credit Deposit Services
• Remittance Banking
• Account Reconcilement
• Controlled Disbursements
• Electronic Payment Services
• Money Transfer Services
• Capital Markets Operations
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 Citicorp/Citigroup
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Need – For the global Chairman
of Citicorp technology develop financial services domain expertise
in 14 hand-picked, world-class systems experts to enable their
ongoing consultation to Citicorp on innovative applications
of technology.
Solution – Designed and
developed a 2-week interactive seminar facilitated by Citicorp
experts and executives. Provided key content in Participant
and Trainer's Guides plus over 30 video segments integrated
within topics.
| "Strategic Technology
Evaluation Program" |
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Need – Ensure new employees have
a clear understanding of the business, the organization, how
we work, our values and our people.
Solution – Delivered a
highly interactive one-day program in conjunction with leaders
from all levels of the organization, including the CEO that
ensured new employees got off to a quick and productive start.
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"'Passport
to VISA' New Employee Orientation Program"
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TIME
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TOPIC
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8:15
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Refreshments
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8:30
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OUTCOMES, AGENDA
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8:45
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PUT YOURSELF ON THE MAP
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9:15
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VISA/WORLD HISTORICAL VIEW
(graphical view)
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10:15
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Break
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10:30
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OUR ORGANIZATIONAL STRUCTURE
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11:00
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OUR FUNCTIONS
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11:45
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THE VISA WAY (video)
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12:30
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Lunch - Senior Management
Speaker
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2:00
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OUR CUSTOMERS, OUR PRODUCTS,
OUR SERVICES
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3:30
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Break
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3:45
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CUSTOMERS, PRODUCTS, SERVICES,
cont.
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| 4:30 |
MAPPING YOUR ITINERARY
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| 4:45 |
WRAP-UP, QUICK START TOOLS
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| 5:00 |
Reception with Senior Managers
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 Pacific
Gas & Electric
Need – Provide guidelines to managers
and employees on how to recognize and act appropriately in
ethically-challenging situations arising at PG&E.
Solution – Designed and
developed a custom workshop including a Trainer's Guide and
participant Training Handbook useful during training and as
a reference back on the job.
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University of
California, Davis
Department of Horticulture
Need – Develop web-based lessons
for a new undergraduate course, "Introduction to Environmental
Horticulture and Urban Forestry."
Solution – Designed and
developed a series of web-based lessons on core topics.
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Medical Training Center
Need – Ensure medical and law
enforcement professionals statewide know how to gather forensic
evidence, treat patients, and successfully testify in cases
of abuse and domestic violence.
Solution – Led design
and development of an innovative new curriculum. Courses include
Participant and Trainer's Guides plus media and labs to teach
clinical gathering and handling of evidence.
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"Basic
Training for the Sexual Assault Forensic Examiner"
(2- Day Interactive Workshop with Practicum, Resource
Manual/Participant Guide, Facilitator’s Guide)
• Introductions and Overview
• S.A.R.T. Concept
• Basic Legal Issues
• Sexual Assault History
• Psychodynamics of Rape
• Anatomy Review
• Exam & Evidence Collection
• Treatment and Follow-Up
• Advanced Techniques
• Assessment
• Skill Stations (Practicum)
• Effective Expert Testimony
• A.P.S.A.C. Glossary of Terms
• Wrap Up and Final Evaluation
"Basic Communication
Skills"
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Florida Department
of Health and Rehabilitative Services
Unit Treatment and Rehabilitation
Series
Need – Communicate new roles and
responsibilities and develop related clinical skills of psychiatric
aides and nursing staff in State hospitals.
Solution – Designed and
developed this new curriculum with Participant and Trainer's
Guides and media. The new hospital model and training were
selected and successfully adopted by other state hospital
systems.
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"Volume 1, Communication
Skills"
"Volume 2, Treatment
Methods and Intervention Skills"
"Volume 3, Team Treatment
and Record Keeping Skills"
"Volume 4, Human
Services Practicum"
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Contract Managers
Need – Ensure all contract managers
are up to speed and have tools to support them in implementing
the recently updated Florida contract management system.
Solution – Designed and
developed a highly-successful new course with Trainer's Guide
and a self-instructional Participant Handbook used both in
live training and on the job.
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"Contract Managers Training
Handbook" (1-Day Interactive Workshop, Participant
Handbook, Facilitator’s Guide)
• How to Use These Materials
• Meet the Bee
• Overview
• The Contract Management System
• Choosing the Procurement Type
• Writing the Request for Proposals
• Writing the Invitation for Bids
• The Selection Team
• Advertising Requests for Proposals and Invitations
for Bids
• Distributing the Bid Instrument
• Inquiries and the Bidders Conference
• Receiving and Logging Bids and Proposals
• Notification of Selection
• Responding to Protests
• Parts of a Contract
• Contract Attachments/Negotiation
• Contract Review and Execution
• Revising and Amending Contracts
• Writing Objectives
• Monitoring Contract Performance
• The Contract Manager’s File
• The Payment Approval Process: An Overview
• Approving an Invoice
• End-of-Contract Responsibilities
• End-of Curriculum Questionnaire
• Glossary
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Social Services Professionals
Need – Ensure statewide social
workers are competent on the latest intervention techniques.
Solution – Designed and
developed 2 new courses with Trainer's Guides and content-rich
Participant Guides.
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"Mental Health: Identifying
the Mental Health Needs of Children" (1- Day
Interactive Workshop, Participant and Facilitator’s
Guides)
• Mental Health: An Overview
• Clarifying Your Professional Values and Attitudes
• The Impact of Mental Illness on the Family
• An Overview of the Florida Mental Health System
• Mental Health Development
• Mental Health Problems
• Mental Health Screening
• Conducting the Assessment Interview
• Establishing Client-Counselor Communication
- Verbal/Nonverbal Communication
- Overcoming Initial Client Resistance
- Goal Planning
- Florida Mental Health Statutes and Procedures
- Selecting Service Alternatives
- Using the System to Help Your Client
- Group Counseling and Self-help Groups
- Overcoming Client Resistance to Mental Health Referral
- Helping Clients Cope with Lack of Services
- Conducting Case Determinations
- Reference Materials
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"Child Sexual Assault Identification,
Intervention, and Counseling"(1- Day Interactive
Workshop, Participant and Facilitator’s Guides)
• Child Sexual Assault: An Overview
• Clarifying Your Professional Values and Attitudes
• The Impact of Mental Illness on the Family
• An Overview of the Florida Mental Health System
• Mental Health Development
• Mental Health Problems
• Mental Health Screening
• Conducting the Assessment Interview
• Establishing Client-Counselor Communication
- Verbal/Nonverbal Communication
- Overcoming Initial Client Resistance
- Goal Planning
- Florida Mental Health Statutes and Procedures
- Selecting Service Alternatives
- Using the System to Help Your Client
- Group Counseling and Self-help Groups
- Overcoming Client Resistance to Mental Health Referral
- Helping Clients Cope with Lack of Services
- Conducting Case Determinations
- Reference Materials
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