【正文】 ling and assessment of training – eliminating expense of timeconsuming manual processes ? Open contents standards enable use of AICCpliant courseware purchased offtheshelf or created inhouse – optimizing use of training development budget and resources eQuality Producer Deploying eQuality Producer will allow FPL to leverage real customer interactions enabling FPL to produce lowcost, highlyfocused – and often shortterm ―disposable learning.‖ With new products, services and policies being rolled out on a weekly or even daily basis, inexpensive content with a limited shelf life is often times the optimal training solution. FLP will be able to export its reallife scenarios and quickly and easily create online content that represents a bination of soft skills and hard skills training. These learning modules can focus on areas, such as policy information, screen or system navigation, accuracy of information input, product knowledge, listening skills and more. The William‘s software will also give FPL the ability to include assessments as a part of these modules to track and measure agent performance. Using eQuality Producer is an excellent way to begin building your elearning library. You can the content or distribute it as a hyperlink to your web site. Or simply place it in a learning management system for immediate, short or longterm agent consumption. Likewise, you can use the content in conjunction with eQuality Now, creating a dynamic learning environment. eQuality Producer key functions include: 12 169。 Visual SourceSafe174。 Visual SourceSafe174。D?s experience in delivering integrated learning solutions in the energy industry is unparalleled. We can help FPL improve the effectiveness and reduce the cost of learning within the anization. We would achieve these results by addressing the fundamental anization, technology, and methods FPL uses to facilitate employee learning and development to help meet their key business objectives. Our services include: ? Corporate learning strategy and anization ? Business applications and process training ? Business skills training ? Integrated learning and content management solutions ? Employee and management development programs ? Leadership training ? eLearning technologies ? eContent IBM‘s Lamp。 Copyright IBM Corporation 20xx F04000397 IBM Business Consulting Services IBM and FPL Confidential More From People On Demand Workplaces Learning amp。 elearning development methodologies, and beginning the repurposing of existing materials to webbased training/elearning 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 justintime learning needs. Below is the IBM summary of major requirements for the overall care center On Demand learning solution: ? Integration with FPL‘s existing care center software ? Integration with FPL‘s existing corporate learning infrastructure ? Integration with FPL‘s SAP Portal ? The ability to deploy a courseware using a learning object module ? The ability to reuse and repurpose existing FPL training content ? Support of SCORM or greater, AICC and IMS meta tagging ? The ability to validate learning and track scores at the elearning module level ? Provide search capabilities ? Support for all standard media types Requirements for the learning development tools, LMS and LMCS include: ? Rapid elearning development capabilities ? Robust simulation capabilities for application simulation, call simulation with voice recognition. ? Branching capabilities to support dynamic scenarios based on user39。 Copyright IBM Corporation 20xx F04000397 IBM Business Consulting Services IBM and FPL Confidential Executive Summary The Florida Power amp。 Light June 22, 20xx IBM and FPL Confidential 169。 Light On Demand Learning Environment IBM Business Consulting Services Developed for Florida Power amp。 Copyright 20xx 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. 3 169。 Copyright IBM Corporation 20xx F04000397 IBM Business Consulting Services IBM and FPL Confidential Our Understanding 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 threephase migration, a rol