At Micro Training Associates, we do more than develop training
-- we partner with our clients to help them meet their business
challenges, often with dramatic improvements to the bottom line!
Here are some examples:
American Express: Design of Electronic Performance
Problem: An organizational reengineering was
creating new job functions. Increasing competition in the marketplace
was creating the demand for improved competencies in all areas
of the workforce. Conventional methods of training and performance
support couldn’t be deployed rapidly enough to support
the changing work environment.
Solution: MTA designed a comprehensive Electronic
Performance Support System and plan for replacing classroom
training for all jobs within the Travel Services Group.
Outcome: Implementation of the EPSS was ultimately
projected to achieve $32,000,000 in annual savings.
Travelers Insurance: Development of Core Curriculum
Problem: A centralized classroom-based training
program on core curriculum topics was only able to reach approximately
200 individuals annually, and the cost of training was too high.
Solution: MTA converted 130 hours of classroom
training to 91 hours of e-learning over a 9-month period. Training
was electronically deployed to the Field and all interested
employees were allowed to access and complete training.
Outcome: 1,993 students were trained in the
first 8 months following release of CBT. Due to elimination
of the centralized training program, the company demonstrated
a hard cost savings of $1,144,223 in the first 8 months of e-learning
utilization. Payback on the project was achieved in 7 ½
Travelers Insurance: Training for Dental Claims Processors
Problem: The existing training program on
dental claims processing was too long. Quality and outcomes
were inconsistent. Students completing training were not prepared
to enter the workplace and required approximately 6 months on
the job to reach baseline proficiency.
Solution: Over a 6 month period, Micro Training
Associates converted a 24-week classroom training program to
a 2-week training program consisting of 50 hours of e-learning
and 30 hours of self-study print-based training.
Outcome: New hires completing the CBT/print-based
program were able to transition to the workplace immediately
and demonstrate the same productivity and accuracy as claims
processors who had been on the job for 6 months. Customer satisfaction
increased and claim errors were reduced.
BellSouth: Development and Delivery of Internet Sales
Problem: BellSouth telephone Customer Service
Reps needed to be trained to sell BellSouth's original internet
service, BellSouth.net , in a highly competitive and volatile
marketplace. At the time, Customer Service Representatives possessed
little to no experience with personal computers or the Internet.
No other telecommunications company was selling Internet service
through internal channels due to the perceived complexity of
the product and marketplace.
Solution: Micro Training Associates developed
an intensive 7-hour classroom-based training program on BellSouth.net
features, benefits and selling strategies. The training was
heavily case- and scenario-based to prepare Customer Service
Representatives for authentic customer contacts. A challenging
comprehensive test was delivered at the completion of training
to evaluate student mastery of course content.
Outcome: A team of MTA instructors delivered
BellSouth.net training to 1,848 BellSouth Customer Service Representatives
over a 4-month period. The average mastery test score for these
students was 96.77%. Only 10 students out of 1,848 (.5%) achieved
a test score of less than 80%. Actual sales of the BellSouth.net
product during the first 6 months after the delivery of training
exceeded sales targets by 30%, enabling BellSouth to become
the leading provider of Internet service in the Southeast region.
Fleet Bank: Development of Project Management Training
Problem: Fleet needed a way to educate Branch
Operations personnel on project management tools and techniques.
Due to the size and geographic diversity of the student population,
training could not rely on classroom methods. At the same time,
training needed to develop authentic project management skills
and ensure that skills could be transferred to the workplace.
Solution: Micro Training Associates created
a 12-hour CD-ROM training program on project management tools
and techniques leading to PMBOK certification. The CD-ROM provided
training on concepts, theories, and skills, and required students
to apply training in an extended case study. To ensure transfer
of training to the job, the CD-ROM was accompanied by an extensive
Outcome: All Branch Operations personnel were
trained in the workplace over a 2-month period.
Pricewaterhouse Coopers: Development of Global Insurance
Problem: PriceWaterhouse Coopers consulting
professionals located around the world needed a comprehensive
and high-quality orientation to the global insurance industry.
A single training program needed to be designed to meet the
common needs of the global audience. The program also needed
to include mechanisms for local customization of the material.
Solution: Working with an international team
of Pricewaterhouse Coopers Subject Matter Experts, Micro Training
Associates developed a 2-day self-study training program on
the global insurance industry. The content, language and examples
within the course were customized to reflect key international
centers of the insurance industry and the concerns of a global
audience. The program included guidelines and materials to support
local delivery of follow-on coaching sessions for additional
Outcome: Training was successfully deployed
to PwC consulting professionals worldwide, and PwC achieved
additional penetration of the global insurance industry.
UNUM Organizational Reegineering
Problem: UNUM was replacing its legacy computer
systems with sophisticated new applications and processes. This
required a total reengineering of the organization, including
an entirely new set of job functions. Centralized classroom
training and traditional information resources couldn’t
be delivered rapidly enough to meet the company’s aggressive
goals for implementation of the new environment.
Solution: MTA developed an integrated training
curriculum consisting of e-learning and decentralized instructor-led
sessions to support the development of new competencies. MTA
also developed a comprehensive suite of on-line documentation,
help screens, and job aids to provide JIT (Just-In-Time) access
to information on the job.
Outcome: The entire workforce was trained on
new job competencies in 4 months. This workforce was in place
in time to support a seamless flash cutover to the new environment.
Prudential Financial: Development of Compliance Training
and E-learning Infrastructure
Problem: Prudential needed a way to deliver
training on compliance topics including Internal Fraud, Sexual
Harassment, and Use of Corporate Assets to its global audience.
Due to infrastructure limitations in some part of the world,
this training had to be deployed globally but without relying
upon Internet technology. Training completion needed to be tracked.
Solution: Micro Training Associates, in conjunction
with a technology partner, developed a proprietary application
to deliver e-learning and track completion results via Prudential's
Lotus Notes platform. This enabled Prudential to deliver global
e-learning prior to the maturation of the Internet.
Outcome: 80,000 Prudential employees were trained
worldwide over a 4-month period.
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