Learning & Performance Solutions
Organizations require data driven solutions that empower core knowledge while supporting real-time performance in achieving measurable goals.
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Challenge
Provide web-based self-study training and performance support materials to Customer Care Clerks in the intricate and important work of identifying and resolving new business exceptions to maximize customer satisfaction and minimize financial loss.
Solution
Captivate-based, scenario-driven simulations provide training and on-demand performance support in the use of online tools and applications to resolve all types of new business billing exceptions.
Results
Elimination of need for extensive time-in-training.
- On-demand performance support for end-users.
- Increased accuracy and timeliness of report generation and exception resolution.
Challenge
Nutrishare, Inc., provides patients with long term home total parenteral nutrition (TPM). The company made a goal of not only increasing the number of people in their family of patients, but also improving the quality of care they provide through supporting their patients with comprehensive information and educational materials.
Solution
I worked with the Nutrishare Subject Matter Experts, and my production team, to design, author, and manage the development of the comprehensive web-based Access Device Care Guide.
Results
This interactive, rich media resource has proven to be an important tool in helping Nutrishare's TPN patients manage their catheters and other devices in minimizing infection rates while improving health and quality of life.
Challenge
Many people have lost their lives in the waters off Ocean Beach near San Francisco, California, due to misinformation and misunderstanding of the potential natural hazards there related to geography and ocean currents.
Solution
In 2000, Don Shearer and Mike Fennel created the Be Safe At Ocean Beach Instructor-led training, animated video, comic book, and website. Be Safe At Ocean Beach leverages scenario-based topics and whimsical, animated characters, graphics, and music to provide a kid-friendly and non-threatening tutorial on the potential hazards of Ocean Beach, and safe, alternate ways of enjoying that beautiful natural area.
Results
We have presented the video in interactive, facilitator-led sessions to hundreds of children in the Bay Area at schools and Coast Guard-sponsored events. Anecdotal and survey feedback indicates very positive acceptance and application of the messages of the tutorial. Feedback also indicates a high level of transfer to practice with children teaching the key messages to their family and friends.
Challenge
Accelerate enterprise-wide adoption and successful application of new insurance contract underwriting applications.
Solution
Provide scenario-based, online performance support and reference tools, accessible on demand.
Results
Accelerated adoption and effective use of applications within roll-out timeline.
