【正文】 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。 to be used as a central repository for content development. You would choose this over the Content Producer Library, if you need the ability to version your content during development. You might also choose this if your development team is more fortable in a Visual Source Safe environment. ? Content Layering – Enables you to layer one event on top of another event. It is very useful for creating a navigational interface that is available on all events in the Sharable Content Object (SCO). ? Event Merge – Enables you to create a set of global objects that can be merged onto any event. It is useful for placing objects that are used throughout a SCO in one place. IBM Content Producer adheres to the Sharable Content Object Reference Model (SCORM) in creating content. This model finds its primary basis in the reuse of mon content. Above and beyond that, IBM Content Producer courses are separated into three distinct types of files in order to maximize reusability of its content. ? Content Files – contain items such as text and media. Your text can be exported to Microsoft174。. ? Learning Management Integration (LMS) – Report data to your LMS using learning standards. Content Producer conforms to SCORM specification for tracking and 9 169。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。 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。s response ? Randomizer capabilities (different scenarios every time user logs in) ? Support for a minimum of 10 concurrent content developers ? Support for third party content The 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. 5 169。 Light Company (FPL) ELearning Request for Proposal initiates the purchase of a simulation software package to allow the care center training department the ability to create call type simulation training via elearning modules that will be used to coach Customer Service Representatives. IBM is remending that its proprietary tool, Content Producer, be used as the webbased training authoring content development and content management engine, and is also responding at a broader and more strategic level. FPL is currently in the initial phase of a threephase migration, a rollout that is anticipated to require up to four years before full benefits can be achieved. In the first stage, FPL is defining the care center learning strategy, learning technology standards。 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。 Florida Power amp。 Light.............................................................. 13 IBM‘s Own Learning Transformation Story.............................................................................. 14 Response to RFP Questions ................................................................................................. 16 Pricing ................................................................................................................................. 23 Assumptions......................................................................................................................... 25 Client References and Citations ............................................................................................. 26 IBM Business Terms and Conditions ...................................................................................... 32 169。 elearning development methodologies, and beginning the repurposing of e