【正文】 mentum 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 justintime learning needs. Below is the IBM summary of major requirements for the overall care center On Demand learning solution:167。 The ability to deploy a courseware using a learning object module167。 Provide search capabilities 167。 Branching capabilities to support dynamic scenarios based on user39。 Support for third party contentThe 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 bee apparent as part of the due diligence process.Our SolutionIBM proposes a threepronged 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 longterm 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 remends that FPL migrate to a standardized SCORM pliant rapid elearning 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 remend 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 remends that FPL purchase eQuality Producer from Witness Systems. The eQuality Producer application will allow FPL to capture and create elearning 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 elearning based on actual performance – without the timeconsuming hassles of expensive course development. To facilitate the rapid development and deployment of elearning content IBM remends that FPL migrate to IBM Content Producer for the development of elearning content. Content Producer provides all FPL’s requirements for elearning content development while providing it with a toolset that can dramatically reduce the time and cost associated with producing SCORM pliant elearning courseware. Content Producer will provide FPL trainers and SME the ability to develop robust, webbased courseware – either as a team or individually, using a workflow, templatebased 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 pliant 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 paperbased training documentation by allowing the exporting of the captures associated with the simulation with a click of a single button.IBM remends that FPL Care Center content development staff personnel participate in a oneweek training course on IBM Content and Simulation Producer. The oneweek 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 fouryear 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 repurpose and reprogram existing training materials into SCORM pliant econtent for the webbased and virtualclassroom 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 develope