|
Project: |
Design a comprehensive
curriculum for a new customer information / billing system
integrating all new business processes. |
|
Situation: |
Five providers of residential
and commercial natural gas were in the processes of merging
into a single organization. Each companies’ information /
billing system and business processes needed to be merged,
combined and integrated creating a single new way of doing
business. |
|
Critical Task: |
Develop curriculum which
included industry / organizational knowledge, computer system
training, customer relations and teaming skills, governmental
regulations, and safety training. |
|
Major Issue: |
Integrate information about the
business with processes around a customer information /
billing system all under concurrent development. |
|
Key Problem: |
Develop a comprehensive training
curriculum for a computer system still under fundamental
development, integrating new business processes under
development, to start training new Customer Service
Representatives prior to the final system being functional. |
|
Action: |
SPG pulled together a team of 14
curriculum designers, professional writers, process specialists, customer
service experts, trainers, and project mangers to identify,
investigate, simplify, and integrate the existing knowledge
into an appropriate training program designed to specifically
meet Atmos’ goals and objectives. |
|
Result: |
A professional effective and enjoyable
curriculum was developed, written, and delivered on schedule
and under budget. |
