IBM管理咨询-企业电力学习解决方案(英文DOC 32页).docx
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1、IBM Business Consulting ServicesFlorida Power & Light On Demand Learning EnvironmentDeveloped forJune 22, 2004Florida Power & LightITable of ContentsExecutive Summary3Our Understanding4Our Solution5The Value of Our Capabilities7The Value of Our Tools8Witness Systems eQuality Now and eQuality Produce
2、r11Our Ongoing Relationship with Florida Power & Light13IBMs Own Learning Transformation Story14Response to RFP Questions16Pricing23Assumptions25Client References and Citations26IBM Business Terms and Conditions32 Copyright 2004 IBM (unpublished). All rights reserved.If not otherwise expressly gover
3、ned by the terms of a written confidentiality agreement executed by the parties, the information presented herein is IBM Confidential information and shall only be disclosed to those employees who have a need to know of its contents, shall not be disclosed to third parties or outside Florida Power a
4、nd Light, and shall not be duplicated, used, or disclosed in whole or in part for any purpose other than to evaluate this proposal for the contemplated business arrangement with IBM without the express written consent of International Business Machines Corporation (IBM). This proposal is valid for 9
5、0 days from the date on the cover.Executive Summary The Florida Power & Light Company (FPL) E-Learning 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 e-learning modules
6、that will be used to coach Customer Service Representatives. IBM is recommending that its proprietary tool, Content Producer, be used as the web-based training authoring content development and content management engine, and is also responding at a broader and more strategic level.FPL is currently i
7、n the initial phase of a three-phase migration, a roll-out 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; e-learning development methodologies, and beginning t
8、he re-purposing of existing materials to web-based training/e-learning media.IBM proposes a three-pronged solution to meet FPLs requirement for an On Demand learning environment: tools, integration, and services. Tools: Install IBM Content Producer as the “master” web-based training authoring tool a
9、nd content manager / repository for shareable content objects. Install IBM Simulation Producer as application-based simulation tool Install eQuality Now from Witness as the mini-Learning Management System for Care Center employees Install eQuality Producer as voice-based simulation toolIntegration:
10、Integrate eQuality Now with FPL SAP Training and Events module and HR data bases Partner with IBM Knowledge Factories (on and off-shore) to out-task re-purposing and programming of existing training to e-content format (web-based and virtual-classroom training)Services: Complete an e-Learning Strate
11、gy and Architecture alignment review FPL Care Center Training Developers participate in 1-week training course on using Content Producer and Simulation Producer IBM Knowledge Factory to work with FPL training developers to customize templates and co-develop the first course Provide Change Management
12、 support to facilitate transition of both the Care Center end-users and training team to new e-learning model Identify benefits and return on investment projections to support business case for care center training transformation efforts, and track benefitsIBM believes that by following this approac
13、h, FPL can dramatically accelerate the implementation of proposed learning system, while reducing the costs of training FPLs Care Center representatives with our proposed solution.IBM has used the power of e-Learning to transform itself, and produce savings in the hundreds of millions of dollars. By
14、 using the same approach and tools, IBM can assist FPL in entering the Future of Learning.Our UnderstandingIn order to provide consistent excellent customer service, and to accelerate the speed to proficiency of its care center representatives, FPL wishes to transform its existing approach to traini
15、ng to an On Demand learning environment. FPL is currently in the initial phase of a three-phase migration, a roll-out 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 stand
16、ards; e-learning development methodologies, and beginning the re-purposing of existing materials to web-based training/e-learning media.FPL currently employs approximately 1300 people as Care Center Representatives in two call centers (Miami and West Palm Beach). FPL manages the care center processe
17、s using software tools from Avaya, Blue Pumpkin and Witness Systems. On the corporate level, FPL has deployed learning management systems (LMS) from Plateau to support their nuclear generation facilities, and the SAP Learning Solution to support the balance of the enterprise. They are currently inst
18、alling an instance of Documentum for document management. FPLs overarching goal is to deploy an On Demand learning environment to support its 1300 care center representatives. The On Demand learning environment will support the care center representatives new hire training, employee development, and
19、 just-in-time learning needs. Below is the IBM summary of major requirements for the overall care center On Demand learning solution: Integration with FPLs existing care center software Integration with FPLs existing corporate learning infrastructure Integration with FPLs SAP Portal The ability to d
20、eploy a courseware using a learning object module The ability to reuse and repurpose existing FPL training content Support of SCORM 1.2 or greater, AICC and IMS meta tagging The ability to validate learning and track scores at the e-learning module level Provide search capabilities Support for all s
21、tandard media types Requirements for the learning development tools, LMS and LMCS include: Rapid e-learning development capabilities Robust simulation capabilities for application simulation, call simulation with voice recognition. Branching capabilities to support dynamic scenarios based on users r
22、esponse Randomizer capabilities (different scenarios every time user logs in) Support for a minimum of 10 concurrent content developers Support for third party contentThe requirements above are a summary of the requirements listed in the RFP. As IBM and FPL continue discussions to further define the
23、 care center On Demand learning solution, other requirements may become apparent as part of the due diligence process.Our SolutionIBM proposes a three-pronged solution to meet FPLs requirement for an On Demand learning environment: tools, integration, and services. IBM believes that FPL can dramatic
24、ally accelerate the implementation of the proposed learning system, while reducing the costs of training FPLs Care Center representatives with our proposed solution. IBM believes FPL already owns much of the infrastructure detailed in RFP and that FPL can meet the Care Center representatives learnin
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