【正文】 xisting materials to webbased training/elearning media. IBM proposes a threepronged solution to meet FPL‘s requirement for an On Demand learning environment: tools, integration, and services. Tools: ? Install IBM Content Producer as the ―master‖ webbased training authoring tool and content manager / repository for shareable content objects. ? Install IBM Simulation Producer as applicationbased simulation tool ? Install eQuality Now from Witness as the miniLearning Management System for Care Center employees ? Install eQuality Producer as voicebased simulation tool Integration: ? Integrate eQuality Now with FPL SAP Training and Events module and HR data bases ? Partner with IBM Knowledge Factories (on and offshore) to outtask repurposing and programming of existing training to econtent format (webbased and virtualclassroom training) Services: ? Complete an eLearning Strategy and Architecture alignment review ? FPL Care Center Training Developers participate in 1week training course on using Content Producer and Simulation Producer ? IBM Knowledge Factory to work with FPL training developers to customize templates and codevelop the first course ? Provide Change Management support to facilitate transition of both the Care Center endusers and training team to new elearning model ? Identify benefits and return on investment projections to support business case for care center training transformation efforts, and track benefits 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 eLearning 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. 4 169。 Copyright IBM Corporation 20xx F04000397 IBM Business Consulting Services IBM and FPL Confidential Our Solution IBM 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 posses