【正文】 ucer 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. 6 169。 Copyright IBM Corporation 20xx F04000397 IBM Business Consulting Services Table of Contents Executive Summary ................................................................................................................3 Our Understanding .................................................................................................................4 Our Solution ...........................................................................................................................5 The Value of Our Capabilities ..................................................................................................7 The Value of Our Tools ........................................................................................................8 Witness System‘s eQuality Now and eQuality Producer .......................................................... 11 Our Ongoing Relationship with Florida Power amp。D consultants have deep experience in developing training materials using all of the current development platforms. Our consultants are well versed in use of development tools from Macromedia, Adobe, and Techsmith, including Dreamweaver, Flash, Authorware and Director。 Copyright IBM Corporation 20xx F04000397 IBM Business Consulting Services IBM and FPL Confidential ? Offers seamless integration with the eQuality performance optimization suite for ready implementation of incremental capabilities such as performance analysis ? Provides a powerful, easytouse solution that requires minimal technical skills to deploy and use ? Enables a quicklydeveloped elearning program based on best practices for your contact center ? Facilitates simultaneous CSR training on technical and soft skills 13 169。 Development Better HR The Value of Our Capabilities IBM‘s Human Capital Management consulting practices 2800 professionals focus on helping panies transform their HR operations from strategy through implementation and to provide HR with the appropriate analytics to better manage a pany‘s most important assets – people. More from People focuses on driving maximum business performance through strategic management of human capital. More from People can help FPL formulate the most appropriate people strategy as well as provide ongoing alignment of people and behavior to achieve desired business results or objectives for the anization. Learning amp。 Florida Power amp。 Development, working in conjunction with More From People inspires and equips people in bus iness to improve performance, skills, and knowledge for results. Learning and Development (Lamp。 Copyright IBM Corporation 20xx F04000397 IBM Business Consulting Services IBM and FPL Confidential Our Ongoing Relationship with Florida Power amp。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。 Light June 22, 20xx IBM and FPL Confidential 169。 Copyright IBM Corporation 20xx F04000397 IBM Business Consulting Services IBM and FPL Confidential 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 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 inhouse. 7 169。 Copyrig