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- 1. At the Moment of Need: Directly Supporting Doing, Learning, Referencing and Collaborating and Building a Performance Support Architecture Moving Beyond Pilots Gloria Gery Gery Associates Tolland MA 01034 413 258 4693 www.gloriagery.com [email_address]
- 4. Current State: Independent Resources People
- 14. After… Courtesy of Ariel Performance Centered Systems ABCorp
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- Fast Facts Company: ADT Security Services, a division of Tyco Location: Boca Raton, FL Business: Residential, Corporate, and Government Security Systems Challenges: Extensive training of field sales organization Many disparate systems not linked to the work Heavy reliance on reports and data interpretation Too much time required to analyze without diagnosing situations Results: Visual representation of Sales Pipeline methodology Intuitive, immediate interpretation of key metrics and indicators Integrated advice and coaching on planning and corrective activities Exception conditions represented that allows “one-click” resolutions
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- Fast Facts Company: Caremark Location: San Antonio, TX Business: Prescription Drug Insurance and Fulfillment Services Service Center Application Challenges: Excessive “surfing” between applications Inconsistent use of call logging / comments Cumbersome reference system Error-prone manual date and currency calculations Results: Integrates several underlying applications Presents the information and data using natural language, anticipating “next questions” Structures tasks and business processes Auto generates suggested comments
- Fast Facts Company: Paychex, Inc. Location: Rochester, NY Business: Payroll and Human Resources Services Challenges: Extensive, traditional training of Payroll Specialists and field organization Many disparate systems for various market segments and customer types Heavy reliance on reports and data interpretation Dynamic environment where mistakes or errors have steep financial consequences Results: Single view of payroll process that scales well for all types of customers Intuitive, immediate process knowledge with less reliance on training Integrated advice and coaching on best practices and expert advice Exception conditions represented that allows “one-click” resolutions and corrective actions
- Fast Facts, continued Company: Deloitte & Touche LLP Location: Wilton, CT Business: Assurance and Advisory Professional Services
- Fast Facts, continued Company: Deloitte & Touche LLP Location: Wilton, CT Business: Assurance and Advisory Professional Services