A training partnership needed a cost effective marketing tool for their new series of workshops. In addition, they wanted to accept online payments and make it easy for clients to find them via social media.
Solution
After strategy discussions, we determined that creating a simple, cost effective web site was the best way to reach out to new customers. After researching options, I chose a highly customizable web-based template tool which could be maintained by the client once the project was complete. As we progressed with the project, the clients expressed frustration with the process of getting workshop payments in a timely fashion. I suggested a simple e-commerce integration with the web site, and created it for the clients upon their approval. In addition, we added a blog function and workshop calendar to the web site.
I developed all the original content and trained my clients on how to update and maintain the site themselves.
Outcome
Workshop registrations continue to climb, and my clients no longer have the challenge of getting paid promptly. In addition, they integrate the web site, blog and calendar with their social media tools - increasing the retention of their workshop participants after the classes are over.
Client Success Stories
Web Site Development & E-Commerce Integration
Web Site Platform Selection & Content Development
What's the best solution when a highly regarded local hockey program needs a new web site?
Solution
Researching a variety of different sports-specific web site options led to an industry leading platform recommendation for my client. The hockey program consists of multiple teams, assistant coaches, parents, and volunteers. They needed a high quality, professional, flexible web site - that was easily updated by a variety of users.
After looking at quite a few web site options, I recommended we use the industry-leading Sport NGIN platform. Upon approval and in collaboration with the league's general manager and head coach, I developed the web site content. In addition, we held a training session for assistant coaches and volunteers to familiarize them with the web site.
Outcome
Many complements to the league's leadership for their welcoming, professional site. Team registrations continue to climb, and volunteers find adding content quick and easy.
Solution
Researching a variety of different sports-specific web site options led to an industry leading platform recommendation for my client. The hockey program consists of multiple teams, assistant coaches, parents, and volunteers. They needed a high quality, professional, flexible web site - that was easily updated by a variety of users.
After looking at quite a few web site options, I recommended we use the industry-leading Sport NGIN platform. Upon approval and in collaboration with the league's general manager and head coach, I developed the web site content. In addition, we held a training session for assistant coaches and volunteers to familiarize them with the web site.
Outcome
Many complements to the league's leadership for their welcoming, professional site. Team registrations continue to climb, and volunteers find adding content quick and easy.
Training Process Design & Development
A state-wide training and development consortium needed a way to train large numbers of displaced workers for the call center industry. These individuals lived in predominantly rural areas and had limited formal schooling and work skills.
Solution
I enjoyed working with the consortium employees to design, develop and present an innovative call center simulation that could be used in a classroom setting. The course needed to include customer service skills, an introduction to the call center industry, and to reproduce some typical challenges faces by call center employees and mangers.
Challengingly, the first time we offered the class, we had several students attend via teleconferencing! The course design included opportunities for these people to feel fully a part of the training.
As a follow-on, I developed and conducted a Train-the-Trainer class to teach consortium trainers how to run the class (including the simulation) and to help them with the strategies needed to ensure a successful outcome for the students.
Outcome
The course was hailed as a model of innovative thinking and was rolled out state-wide. Happily, follow-up surveys showed that students who attended the class had a significantly greater chance of being hired by a call center. At the time, the call center industry was becoming a significant source of jobs for the rural areas of this state.
Solution
I enjoyed working with the consortium employees to design, develop and present an innovative call center simulation that could be used in a classroom setting. The course needed to include customer service skills, an introduction to the call center industry, and to reproduce some typical challenges faces by call center employees and mangers.
Challengingly, the first time we offered the class, we had several students attend via teleconferencing! The course design included opportunities for these people to feel fully a part of the training.
As a follow-on, I developed and conducted a Train-the-Trainer class to teach consortium trainers how to run the class (including the simulation) and to help them with the strategies needed to ensure a successful outcome for the students.
Outcome
The course was hailed as a model of innovative thinking and was rolled out state-wide. Happily, follow-up surveys showed that students who attended the class had a significantly greater chance of being hired by a call center. At the time, the call center industry was becoming a significant source of jobs for the rural areas of this state.
Web-Based Project Management
A noted testing services company needed web-based training for a new client acquisition. In addition, the company needed to develop web-based tele-training for the launch of a network of new professional testing service centers.
Contributions
The project appealed to me because I'd be learning about, and teaching others, to use an online project and student management tool. I quickly learned the nuances of their brand new web-based, student records management software. Then, I led virtual training seminars for over 60 state certification boards, 400 testing center specialists and 25 technical support team members.
It was great to be able to handle a wide range of facets to the project, including project management, training design and development, training deployment, tracking and records management, and providing user coaching and technical support.
During the project, there were opportunities to develop innovative, cost effective training solutions, including the first-ever use of proprietary testing assessment software for training purposes. I also developed a user database, managed project material distribution, and initiated multiple customer service improvements. Nicely enough, several other managers asked me to develop additional services as a result of the initial success.
Outcomes
The state certification boards reported high levels of end users actually using the new system (which doesn't always happen with training projects!), and strong measures of customer satisfaction.
The company used this training project as the foundation of additional training when they added new clients to their roster.
Contributions
The project appealed to me because I'd be learning about, and teaching others, to use an online project and student management tool. I quickly learned the nuances of their brand new web-based, student records management software. Then, I led virtual training seminars for over 60 state certification boards, 400 testing center specialists and 25 technical support team members.
It was great to be able to handle a wide range of facets to the project, including project management, training design and development, training deployment, tracking and records management, and providing user coaching and technical support.
During the project, there were opportunities to develop innovative, cost effective training solutions, including the first-ever use of proprietary testing assessment software for training purposes. I also developed a user database, managed project material distribution, and initiated multiple customer service improvements. Nicely enough, several other managers asked me to develop additional services as a result of the initial success.
Outcomes
The state certification boards reported high levels of end users actually using the new system (which doesn't always happen with training projects!), and strong measures of customer satisfaction.
The company used this training project as the foundation of additional training when they added new clients to their roster.
Creative Response to Training Need
A major manufacturer was implementing a complex Enterprise Resource Planning (ERP) software process, and needed training and change management support for factory employees, supervisors, managers, and subject matter experts (SMEs).
Contributions
While developing training materials and working with the SMEs, it became apparent they lacked formal training and effective communication skills. I proposed creating a Train-the- Trainer process for the SMEs, and enjoyed working with a broad range of project managers to develop the course content. We brought on an additional consultant to produce the class materials, and I oversaw the integration of her work with existing materials.
We did a needs analysis before starting course development, but after the first day of our new class, it was clearly apparent we'd overlooked a key issue - we assumed our participants were deeply familiar with how their existing work processes fit together in the factory.
In response to the feedback, I rewrote the materials overnight and made major changes in how we conducted the subsequent days of training.
Outcomes
We observed a leap in conceptual understanding on the part of the learners, and a noted improvement in their ability to conduct end user training. We evaluated the training at the completion and also at 6-week and 3-month intervals. Attendees and managers both reported increased levels of confidence and improved use of training skills as a result of the project.
Contributions
While developing training materials and working with the SMEs, it became apparent they lacked formal training and effective communication skills. I proposed creating a Train-the- Trainer process for the SMEs, and enjoyed working with a broad range of project managers to develop the course content. We brought on an additional consultant to produce the class materials, and I oversaw the integration of her work with existing materials.
We did a needs analysis before starting course development, but after the first day of our new class, it was clearly apparent we'd overlooked a key issue - we assumed our participants were deeply familiar with how their existing work processes fit together in the factory.
In response to the feedback, I rewrote the materials overnight and made major changes in how we conducted the subsequent days of training.
Outcomes
We observed a leap in conceptual understanding on the part of the learners, and a noted improvement in their ability to conduct end user training. We evaluated the training at the completion and also at 6-week and 3-month intervals. Attendees and managers both reported increased levels of confidence and improved use of training skills as a result of the project.