Qwest Communications - Channel Development Training

The Problem

Our customer, a regional communications services company, needed to develop training to implement Government initiated changes in their products and processes. The Government strictly scheduled the implementation dates for these changes and severe penalties were invoked for late compliance. Large numbers of employees were dispersed across a very wide geographic area and many needed to be quickly and effectively trained. All this had to be done in a timely and cost effective manner.

In addition, the pace of these changes in the telecommunications industry was very fast and a significant number of changes had to be implemented in a relatively short amount of time.

The Solution

Working closely with the customer a series of Intranet based courses were developed to train employees on new products and procedures that were being mandated by both the company and the Government. The use of the Intranet allowed employees in any geographic location to access the training at any time of day or night.

To speed development time and reduce costs, the training was presented in a direct and visually appealing format that clearly conveyed the required information but was visually appealing and engaging to capture and maintain interest. Much of the information was hyper-linked and cross-referenced to aid the student in assimilating the information.

In addition, tests were interspersed throughout the training so students could assess their progress and identify areas that needed review. 

The Results

A number of projects have been implemented using this methodology. These have been both new products and changes in Government regulations. To date these have been implemented on schedule and the desired results have been obtained. The use of the customer’s intranet has enabled the training to be deployed quickly, be accessible anywhere in the company, and be deployed in a cost effective manner.