Project Overview

The Generals of Greatness met with Astronomika to discuss business needs and training analysis for customer service representatives that were not meeting performance standards. Through conducting a needs analysis it was discovered that four out of one hundred employees (4%) were having excess hold times on their customer service calls. It was also discovered that these higher-than-average call times were because these employees were not utilizing the company intranet(Astronet).

Based on this analysis the Generals of Greatness determined that there was a gap in performance support due to the lack of resources for using the Astronet. It was decided upon that a performance support plan would be the best solution to this business need. The Generals of Greatness utilized the ADDIE framework to develop this support. The plan includes a short microlearning module, Scenario Coaching, and Job Aids. The microlearning will be completed in advance of in-person training which will act as pre-training reducing the confusion during the in-person training. The in-person portion will consist of simulations that will assess the employee's skills and behaviors. This will be followed by another micro-learning simulation each Monday for a month. This will reduce the loss of learning as theorized by Herman Ebbinghaus and his Forgetting Curve.

Call metrics will be pulled to measure the changes in behaviors of the employees and determine the success of the training.

Articulate Storyline was used to create a microlearning that simulates a customer calling with an issue. The learner is then walked through the process of assisting the customer while utilizing Astronet.

The microlearning module has been embedded below.

Supervisors can utilize the Facilitator Guide below for directions and guidance on how to conduct the Scenario Coaching session. They will also be able to observe and record Astrosolar Reps' performance during this session with the provided Observational Checklist.