IBM管理咨询企业电力学习解决方案

FloridaPower&LightOnDemandLearningEnvironmentIBMBusinessConsultingServicesDevelopedforIbm.com/bcsFloridaPower&LightJune22,2004IBMandFPLConfidential©CopyrightIBMCorporation2004F04-000397IBMBusinessConsultingServicesTableofContentsExecutiveSummary.........................................................................................................................3OurUnderstanding..........................................................................................................................4OurSolution.....................................................................................................................................5TheValueofOurCapabilities..........................................................................................................7TheValueofOurTools................................................................................................................8WitnessSystem’seQualityNowandeQualityProducer...............................................................11OurOngoingRelationshipwithFloridaPower&Light..................................................................13IBM’sOwnLearningTransformationStory...................................................................................14ResponsetoRFPQuestions.........................................................................................................16Pricing............................................................................................................................................23Assumptions..................................................................................................................................25ClientReferencesandCitations....................................................................................................26IBMBusinessTermsandConditions............................................................................................32©Copyright2004IBM(unpublished).Allrightsreserved.Ifnototherwiseexpresslygovernedbythetermsofawrittenconfidentialityagreementexecutedbytheparties,theinformationpresentedhereinisIBMConfidentialinformationandshallonlybedisclosedtothoseemployeeswhohaveaneedtoknowofitscontents,shallnotbedisclosedtothirdpartiesoroutsideFloridaPowerandLight,andshallnotbeduplicated,used,ordisclosedinwholeorinpartforanypurposeotherthantoevaluatethisproposalforthecontemplatedbusinessarrangementwithIBMwithouttheexpresswrittenconsentofInternationalBusinessMachinesCorporation(IBM).Thisproposalisvalidfor90daysfromthedateonthecover.3©CopyrightIBMCorporation2004F04-000397IBMBusinessConsultingServicesIBMandFPLConfidentialExecutiveSummaryTheFloridaPower&LightCompany(FPL)E-LearningRequestforProposalinitiatesthepurchaseofasimulationsoftwarepackagetoallowthecarecentertrainingdepartmenttheabilitytocreatecalltypesimulationtrainingviae-learningmodulesthatwillbeusedtocoachCustomerServiceRepresentatives.IBMisrecommendingthatitsproprietarytool,ContentProducer,beusedastheweb-basedtrainingauthoringcontentdevelopmentandcontentmanagementengine,andisalsorespondingatabroaderandmorestrategiclevel.FPLiscurrentlyintheinitialphaseofathree-phasemigration,aroll-outthatisanticipatedtorequireuptofouryearsbeforefullbenefitscanbeachieved.Inthefirststage,FPLisdefiningthecarecenterlearningstrategy,learningtechnologystandards;e-learningdevelopmentmethodologies,andbeginningthere-purposingofexistingmaterialstoweb-basedtraining/e-learningmedia.IBMproposesathree-prongedsolutiontomeetFPL’srequirementforanOnDemandlearningenvironment:tools,integration,andservices.Tools:InstallIBMContentProducerasthe“master”web-basedtrainingauthoringtoolandcontentmanager/repositoryforshareablecontentobjects.InstallIBMSimulationProducerasapplication-basedsimulationtoolInstalleQualityNowfromWitnessasthemini-LearningManagementSystemforCareCenteremployeesInstalleQualityProducerasvoice-basedsimulationtoolIntegration:IntegrateeQualityNowwithFPLSAPTrainingandEventsmoduleandHRdatabasesPartnerwithIBMKnowledgeFactories(onandoff-shore)toout-taskre-purposingandprogrammingofexistingtrainingtoe-contentformat(web-basedandvirtual-classroomtraining)Services:Completeane-LearningStrategyandArchitecturealignmentreviewFPLCareCenterTrainingDevelopersparticipatein1-weektrainingcourseonusingContentProducerandSimulationProducerIBMKnowledgeFactorytoworkwithFPLtrainingdeveloperstocustomizetemplatesandco-developthefirstcourseProvideChangeManagementsupporttofacilitatetransitionofboththeCareCenterend-usersandtrainingteamtonewe-learningmodelIdentifybenefitsandreturnoninvestmentprojectionstosupportbusinesscaseforcarecentertrainingtransformationefforts,andtrackbenefitsIBMbelievesthatbyfollowingthisapproach,FPLcandramaticallyacceleratetheimplementationofproposedlearningsystem,whilereducingthecostsoftrainingFPL’sCareCenterrepresentativeswithourproposedsolution.IBMhasusedthepowerofe-Learningtotransformitself,andproducesavingsinthehundredsofmillionsofdollars.Byusingthesameapproachandtools,IBMcanassistFPLinenteringtheFutureofLe