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1、IBM Business Consulting ServicesFloriida PPowerr & LLightt On Deemandd Leaarninng EnnviroonmenntDeveloped forJune 22, 2004Florida Power & LightIBM Business Consulting ServicesITablee of ConttentssExecuutivee Summmaryy3Our UUnderrstanndingg4Our SSoluttion5The VValuee of Our Capaabiliitiess7The VValue
2、e of Our Toolls8Witneess SSysteems eQuaalityy Noww andd eQuualitty Prroduccer11Our OOngoiing RRelattionsship withh Flooridaa Powwer & Ligght13IBMss Ownn Leaarningg Traansfoormattion Storry14Respoonse to RRFP QQuesttionss16Priciing23Assummptioons25Cliennt Reefereencess andd Citatioons26IBM BBusinness
3、 Termms annd Coondittionss32 Coppyrigght 22004 IBM (unppubliishedd). AAll rrightts reeservved.If noot ottherwwise exprresslly goovernned bby thhe teerms of aa wriittenn connfideentiaalityy agrreemeent eexecuuted by tthe ppartiies, the infoormattion pressenteed heereinn is IBM Conffidenntiall infform
4、aationn andd shaall oonly be ddiscllosedd to thosse emmployyees who havee a nneed to kknow of iits cconteents, shaall nnot bbe diiscloosed to tthirdd parrtiess or outsside Florrida Poweer annd Liight, andd shaall nnot bbe duupliccatedd, ussed, or ddiscllosedd in wholle orr in partt forr anyy purrpos
5、ee othher tthan to eevaluuate thiss prooposaal foor thhe coontemmplatted bbusinness arraangemment withh IBMM witthoutt thee exppresss wriittenn connsentt of Inteernattionaal Buusineess MMachiines Corpporattion (IBMM). TThis propposall is valiid foor 900 dayys frrom tthe ddate on tthe ccoverr. Copyri
6、ght IBM Corporation 2004F04-000397IBM and FPL ConfidentialExecuutivee Summmaryy The FFloriida PPowerr & LLightt Commpanyy (FPPL) EE-Leaarninng Reequesst foor Prropossal iinitiiatess thee purrchasse off a ssimullatioon sooftwaare ppackaage tto alllow the caree cennter traiiningg deppartmment the abil
7、lity to ccreatte caall ttype simuulatiion ttrainning via e-leearniing mmodulles tthat willl be usedd to coacch Cuustommer SServiice RRepreesenttativves. IBM is rrecommmendding thatt itss prooprieetaryy toool, CConteent PProduucer, be usedd as the web-baseed trrainiing aauthooringg conntentt devvelop
8、pmentt andd conntentt mannagemment engiine, and is aalso resppondiing aat a broaader and moree strrateggic llevell.FPL iis cuurrenntly in tthe iinitiial pphasee of a thhree-phasse miigrattion, a rroll-out thatt is antiicipaated to rrequiire uup too fouur yeears befoore ffull beneefitss cann be achii
9、evedd. Inn thee firrst sstagee, FPPL iss deffininng thhe caare ccenteer leearniing sstrattegy, leaarninng teechnoologyy staandarrds; e-leearniing ddevellopmeent mmethoodoloogiess, annd beeginnning the re-ppurpoosingg of exisstingg matteriaals tto weeb-baased traiiningg/e-llearnning mediia.IBM ppropo
10、oses a thhree-pronnged soluutionn to meett FPLLs rrequiiremeent ffor aan Onn Demmand learrningg envvironnmentt: toools, inttegraationn, annd seervicces. Toolss: Instaall IIBM CConteent PProduucer as tthe “mmasteer” wweb-bbasedd traaininng auuthorring tooll andd conntentt mannagerr / rrepossitorry fo
11、or shhareaable conttent objeects. Instaall IIBM SSimullatioon Prroduccer aas apppliccatioon-baased simuulatiion ttool Instaall eeQuallity Now fromm Wittnesss as the minii-Leaarninng Maanageementt Sysstem for Caree Cennter emplloyeees Instaall eeQuallity Prodducerr as voicce-baased simuulatiion ttool
12、Integgratiion: Integgratee eQuualitty Noow wiith FFPL SSAP TTrainning and Evennts mmodulle annd HRR datta baases Partnner wwith IBM Knowwledgge Faactorries (on and off-shorre) tto ouut-taask rre-puurpossing and proggrammming of eexistting traiiningg to e-coontennt foormatt (weeb-baased and virttual-
13、classsrooom trrainiing)Serviices: Compllete an ee-Leaarninng Sttrateegy aand AArchiitectture aliggnmennt reevieww FPL CCare Centter TTrainning Deveelopeers ppartiicipaate iin 1-weekk traaininng cooursee on usinng Coontennt Prroduccer aand SSimullatioon Prroduccer IBM KKnowlledgee Facctoryy to workk
14、witth FPPL trrainiing ddevelloperrs too cusstomiize ttempllatess andd co-deveelop the firsst cooursee Proviide CChangge Maanageementt suppportt to faciilitaate ttranssitioon off botth thhe Caare CCenteer ennd-ussers and traiiningg teaam too neww e-llearnning modeel Identtify beneefitss andd retturn
15、on iinvesstmennt prrojecctionns too suppportt bussinesss caase ffor ccare centter ttrainning trannsforrmatiion eefforrts, and tracck beenefiitsIBM bbelieeves thatt by folllowinng thhis aapprooach, FPLL cann draamatiicallly accceleeratee thee impplemeentattion of ppropoosed learrningg sysstem, whiile
16、 rreduccing the costts off traaininng FPPLs Caree Cennter reprresenntatiives withh ourr prooposeed soolutiion.IBM hhas uused the poweer off e-LLearnning to ttranssformm itsself, andd prooducee savvingss in the hunddredss of milllionss of dolllars. By usinng thhe saame aapprooach and toolls, IIBM cca
17、n aassisst FPPL inn entterinng thhe Fuuturee of Learrningg.Our UUnderrstanndinggIn orrder to pproviide cconsiistennt exxcelllent custtomerr serrvicee, annd too acccelerrate the speeed too prooficiiencyy of its caree cennter reprresenntatiives, FPLL wisshes to ttranssformm itss exiistinng appproaach
18、tto trrainiing tto ann On Demaand llearnning enviironmment. FPLL is currrentlly inn thee iniitiall phaase oof a threee-phhase migrratioon, aa rolll-ouut thhat iis annticiipateed too reqquiree up to ffour yearrs beeforee fulll beenefiits ccan bbe acchievved. In tthe ffirstt staage, FPL is ddefinning
19、the caree cennter learrningg strrateggy, llearnning techhnoloogy sstanddardss; e-learrningg devveloppmentt metthodoologiies, and begiinninng thhe ree-purrposiing oof exxistiing mmaterrialss to web-baseed trrainiing/ee-leaarninng meedia.FPL ccurreentlyy empployss appproxiimateely 11300 peopple aas Ca
20、are CCenteer Reepressentaativees inn twoo calll ceenterrs (MMiamii andd Wesst Paalm BBeachh). FFPL mmanagges tthe ccare centter pproceessess usiing ssoftwware toolls frrom AAvayaa, Bllue PPumpkkin aand WWitneess SSysteems. On tthe ccorpooratee levvel, FPL has deplloyedd leaarninng maanageementt syss
21、temss (LMMS) ffrom Platteau to ssuppoort ttheirr nucclearr gennerattion faciilitiies, and the SAP Learrningg Sollutioon too suppportt thee ballancee of the enteerpriise. Theyy aree currrenttly iinstaallinng ann insstancce off Doccumenntum for docuumentt mannagemment. FPLss oveerarcchingg goaal iss t
22、o deplloy aan Onn Demmand learrningg envvironnmentt to suppport its 13000 carre ceenterr reppreseentattivess. Thhe Onn Demmand learrningg envvironnmentt willl suupporrt thhe caare ccenteer reepressentaativees nnew hhire traiiningg, emmployyee ddevellopmeent, and justt-in-timee leaarninng neeeds. Bel
23、oww is the IBM summmary of mmajorr reqquireementts foor thhe ovveralll caare ccenteer Onn Demmand learrningg sollutioon: Integgratiion wwith FPLs exxistiing ccare centter ssoftwware Integgratiion wwith FPLs exxistiing ccorpooratee leaarninng innfrasstruccturee Integgratiion wwith FPLs SAAP Poortall
24、The aabiliity tto deeployy a ccourssewarre ussing a leearniing oobjecct moodulee The aabiliity tto reeuse and repuurposse exxistiing FFPL ttrainning conttent Suppoort oof SCCORM 1.2 or ggreatter, AICCC andd IMSS metta taagginng The aabiliity tto vaalidaate llearnning and tracck sccoress at the e-lee
25、arniing mmodulle leevel Proviide ssearcch caapabiilitiies Suppoort ffor aall sstanddard mediia tyypes Requiiremeents for the learrningg devveloppmentt toools, LMS and LMCSS inccludee: Rapidd e-llearnning deveelopmment capaabiliitiess Robusst siimulaationn cappabillitiees foor apppliccatioon siimulaa
26、tionn, caall ssimullatioon wiith vvoicee reccogniitionn. Brancchingg capaabiliitiess to suppport dynaamic scennarioos baased on uusers reesponnse Randoomizeer caapabiilitiies (diffferennt sccenarrios everry tiime uuser logss in) Suppoort ffor aa minnimumm of 10 cconcuurrennt coontennt deevelooperss
27、Suppoort ffor tthirdd parrty cconteentThe rrequiiremeents abovve arre a summmary of tthe rrequiiremeents listted iin thhe RFFP. AAs IBBM annd FPPL coontinnue ddiscuussioons tto fuurtheer deefinee thee carre ceenterr On Demaand llearnning soluutionn, otther requuiremmentss mayy beccome appaarentt as
28、partt of the due diliigencce prrocesss.Our SSoluttionIBM ppropooses a thhree-pronnged soluutionn to meett FPLLs rrequiiremeent ffor aan Onn Demmand learrningg envvironnmentt: toools, inttegraationn, annd seervicces. IBM beliievess thaat FPPL caan drramatticallly aaccelleratte thhe immplemmentaationn
29、 of the propposedd leaarninng syystemm, whhile reduucingg thee cossts oof trrainiing FFPLss Carre Ceenterr reppreseentattivess witth ouur prropossed ssoluttion. IBM bbelieeves FPL alreeady ownss mucch off thee inffrasttructture detaailedd in RFP and thatt FPLL cann meeet thhe Caare CCenteer reepress
30、entaativees leearniing rrequiiremeents and savee monney bboth in tthe sshortt andd lonng-teerm bby maakingg a ssmalll invvestmment new calll cennter softtwaree froom Wiitnesss Syystemms annd inntegrratinng thhe sooftwaare wwith FPLs exxistiing CCare Centter ssoftwware, SAPP leaarninng maanageementt
31、sysstem, andd SAPP entterprrise porttal.IBM aalso recoommennds tthat FPL migrrate to aa staandarrdizeed SCCORM comppliannt raapid e-leearniing ddevellopmeent pplatfform usinng IBBMs Conttent and Simuulatiion PProduucer softtwaree.IBM iis teeaminng wiith WWitneess SSysteems ffor tthis soluutionn becc
32、ausee of FPLs exxistiing iinvesstmennt inn Wittnesss sofftwarre too hellp itt mannage the FPL caree cennterss. IBBM suuggessts tthat FPL purcchasee eQuualitty Noow annd eQQualiity PProduucer fromm Wittnesss Sysstemss. We reecommmend thatt eQuualitty Noow seerve as tthe llearnning manaagemeent ssoftw
33、ware and thatt eQuualitty Noow bee inttegraated withh FPLLs eexistting SAP Traiiningg andd Eveents moduule aand HHR daatabaases. IBMM alsso reecommmendss thaat FPPL puurchaase eeQuallity Prodducerr froom Wiitnesss Syystemms. TThe eeQuallity Prodducerr appplicaationn willl alllow FPL to ccaptuure aan
34、d ccreatte e-learrningg simmulattionss of actuual ccustoomer conttactss auddio ffor uuse aas trrainiing.eQuallity Now and eQuaalityy Prooduceer foocus on iimproovingg thee cusstomeer exxperiiencee, ass welll ass inccreasse joob saatisffactiion aand rretenntionn amoong aagentts. OOrgannizattionss are
35、e impplemeentinng cuustommer iinterractiion rrecorrdingg sofftwarre, ssuppllemennted by aa dynnamicc leaarninng ennviroonmennt, tto heelp aalignn theeir ppeoplle, pproceessess andd tecchnollogiees foor inncreaased perfformaance and proffitabbilitty. eeQuallity and eQuaalityy Prooduceer quuicklly add
36、dresss skkill defiiciennciess witth e-learrningg bassed oon acctuall perrformmancee wwithoout tthe ttime-conssuminng haasslees off exppensiive ccoursse deeveloopmennt. To faaciliitatee thee rappid ddevellopmeent aand ddeplooymennt off e-llearnning conttent IBM recoommennds tthat FPL migrrate to IIBM
37、 CConteent PProduucer for the deveelopmment of ee-leaarninng coontennt. CConteent PProduucer provvidess alll FPLLs rrequiiremeents for e-leearniing cconteent ddevellopmeent wwhilee proovidiing iit wiith aa tooolsett thaat caan drramatticallly rreducce thhe tiime aand ccost assoociatted wwith prodduc
38、inng SCCORM comppliannt e-learrningg couursewware. Conntentt Prooduceer wiill pproviide FFPL ttrainners and SME the abillity to ddevellop rrobusst, wweb-bbasedd couursewware eiitherr as a teeam oor inndiviiduallly, usinng a workkfloww, teemplaate-bbasedd metthodoologyy. Coontennt Prroduccer aalso br
39、inngs mmost of tthe LLCMS funcctionnalitty thhat FFPL iis seeekinng.To crreatee simmulattionss nott asssociaated captturinng Caare CCenteer cuustommer ccontaacts IBM propposess thaat FPPL usse IBBM Siimulaationn Prooduceer. SSimullatioon Prroduccer iis raapid deveelopmment tooll thaat wiill aalloww
40、FPLL to quicckly creaate SSCORMM commpliaant ssimullatioons tthat learrnerss cann vieew paassivvely or uuse aas reeinfoorcemment actiivatees thhat ccan bbe sccoredd andd thee ressultss capptureed inn thee FPLL Wittnesss or SAP LMS. Simmulattion Prodducerr alsso prroviddes FFPL ttremeendouus prroducc
41、tiviity eenhanncemeents by aautommaticcallyy doccumenntingg eacch sttep iin thhe prroceddure for posssiblee expport to MMicroosoftt Worrd in TTablee forrmat wiith sscreeen caapturres, buttton iimagees, aand nnumbeered desccripttionss of the stepps. TThis featture elimminattes tthe ttime assoociatted
42、 wwith the creaationn of sepaaratee papper-bbasedd traaininng doocumeentattion by aallowwing the expoortinng off thee cappturees asssociiatedd witth thhe siimulaationn witth a clicck off a ssinglle buuttonn.IBM rrecommmendds thhat FFPL CCare Centter cconteent ddevellopmeent sstafff perrsonnnel ppart
43、iicipaate iin a one-weekk traaininng cooursee on IBM Conttent and Simuulatiion PProduucer. Thee onee-weeek cooursee willl heelp eensurre thhat FFPL ttrainning perssonneel poossesss thhe skkillss theey neeed tto beegin the proccess of ddevellopinng coourseewaree to suppport the FPL On DDemannd leearn
44、iing eenvirronmeent.To suupporrt FPPLs trannsitiion tto ann On Demaand llearnning enviironmment IBM propposess thaat IBBM woorks withh Carre Ceenterr keyy staakehoolderrs annd trrainiing ppersoonnell to valiidatee FPLLs ttrainning and channge mmanaggemennt sttrateegiess forr impplemeentinng itts Onn
45、 Demmand learrningg envvironnmentt. Wee bellievee thaat wee cann hellp FPPL iddentiify bbeneffits and retuurn oon innvesttmentt proojecttionss to suppport the busiinesss casse foor caare ccenteer trrainiing ttranssformmatioon. WWe caan allso wwork withh FPLL to deveelop methhodollogiees thhat ccan d
46、dramaaticaally shorrten its fourr-yeaar deeployymentt schhedulle annd reeducee thee cossts oof deeveloopingg andd depployiing ttrainning conttent usinng vaariouus trrainiing mmodallitiees. To fuurtheer suupporrt FPPLs trannsforrmatiion tto ann On Demaand llearnning enviironmment, we proppose thatt F
47、PLL parrtnerr witth IBBM Knnowleedge Facttory. Thee IBMM Knoowleddge FFactoory ccan hhelp FPL to rre-puurposse annd reeproggram exisstingg traaininng maateriials intoo SCOORM ccomplliantt e-cconteent ffor tthe wweb-bbasedd andd virrtuall-claassrooom ttrainning. The IIBM KKnowlledgee Facctoryy is a deedicaated teamm of insttructtionaal deesignn proofesssionaals tthat