Fast Track Knowledge Transfer Using Articulate

V2.0

Online Learning Products

Online Learning Services

Stratbeans Consulting Pvt. Ltd.

• We serve about 120 Large corporate from two delivery locations in Gurgaon and Noida

• Our sales offices are in Pune, Mumbai, Bangalore and Texas in USA • The top management consists of senior professionals from Engineering, Finance and

Strategy Background

Few Customers Trusted by Prestigious Clients

Overview of Services and Products

• Services • Customized E-learnings, Digitization, Technical Writing, ID

• Outsourced SOP Development

• Learning Game Design

• Products

Gamified eLearning Arena

ATUM Learning Management Systems (LMS)

Articulate Storyline

Performance Support Systems – Mobile Apps

Demo : Frequently Addressed Questions

◦ How transition team saves time using Articulate ? ◦ and gets more time to focus on gaining deeper understanding of process?

◦ How the processes gets captured rapidly?

◦ How SOP gets published not only as MS Word Document , but also as Videos, Interactive Simulations, Assessments?

◦ How SOPs become the true replica of Customer’s process?

◦ Is the video output compatible with iLearn for organisation wide implementation?

◦ Can advanced content be created such as Games, Illustrations and Animations?

◦ Can Voice be captured along with process demo?

◦ Can Articulate in remote knowledge transfers?

Articulate Storyline - Trusted by more than 48000 customers globally !

The Content/ SOP Lifecycle Customer Transition

Team Training Team

Agent

Raw Content – Supplied by customer

Demo Notes Taken by Transition Team while customer explains the process

Video Notes Capture – done by Articulate automatically

SOP created/ generated for internal review by Transition Team

SOP prsenetd for Customer Review

Published SOP as learning material. Video Learning Material, Simulations, Assessments, Games Video Notes

CUSTOMER

TRANSITION

TEAM

TRAINING

MANAGER

AGENTS

Give dump of

existing material

Few HAND NOTES (

no screen shots

needed)

Explain the

process

Review Comments

SOP v1

Review

Comment

SOP v2 SOP v3

Capture v3

Capture file v0 (

with all scree and

keystroke level

details)

Video

Simulation

Assessment

Workbench Content Management Lifecycle (SOP)

SOPs in PDF

New Gen Learning format

Customer Transition Team Training Team Agent Published Video

Published Simulation

Published Test

SOPs

As-is Generalised Transition Process

Solution Identification

Hiring/Pre Training

Hiring

Induction Training

Pre OJT based on SOPs and generalized process over view

OJT Focused training on

actual process in client's IT

environment

Handover/Operations

Shadowing

Load Building to Real SLA levels

To-be Transition process

Solution Identification

• Knowledge dump – Voice Over Notes of Process

Hiring / Training

• Induction Training

• Pre OJT based on Actual Process View (Process Videos, Simulations, SOPs)

Rapid OJT

• OJT in shorter time, better prepared agents, lesser agents travel onsite.

• Focus on remote transition

• Publish SOPs using rapid capture

Cutover/ Operations

• Faster Handover and achievement of desired SLA level

• More focus on exception capture

Summary - Content Capture Using “Articulate”

- Captures the process AS-IS demonstrated by the client

- Allows Voiceover Capture and Publishing

- Prints out Ready Made SOPs (MS WORD) with screen sequences, key stroke details, data insertions, mouse movements

- By Products of SOP are Elearning Videos in Trackable SCORM

- E-learning Simulations

- Assessment And Certification Workbench

-Publishes Contextual Learnings as Graphic Learning Material

-Intuitive Interface – minimal training required for operating the Articulate tool by transition teams

- Global Support

Additional Note FOLLOWING SLIDES ARE OPTIONAL FOR TRANSITION TEAMS

Overview of KT process along with Tools used

Capture & Publish SOP

• Articulate

Storyline

• Articulate Replay

• SOPs

• Video Learning

• Simulator

Store/Collaborate on Cloud

• Integrator – DMS

• Control Doc Lifecycle

Publisher on Cloud

• Content Management & Use Tracking on Publisher

• Quizzing

• Assessment and Certification

• Learning curve visibility

Find & Discover

• KFP for Smart Contextual Search for Performance Support

The Ideal Collaboration Environment All versions the doc goes through, before it becomes SOP; are safe, reachable, no single version is missing

Review cycles are unaffected by geo locations, hard drive crashes, overwritten versions, files lost in mails, file sizes not getting handled

The entire ‘SOP capture’ gets done faster and SMEs are freed up

Most SOP development happens remotely

Demo 2: How to Collaborate -Content Integrator is used to facilitate the working in Collaborative environment

-QUESTIONS ADDRESSED: ◦ How remote locations can collaborate?

◦ How teams can collaborate?

-CHALLENGES SOLVED: ◦ Version Comparison becomes simpler

◦ Relevant Details can be added by the Customers(Review comments), Training Manager at different steps of content life cycle

◦ Managing “life cycle” of content becomes easier.

◦ Huge costs can saved by converting OJT to remote trainings through the use of Storyline along with Content Integrator

Collaboration Workflow Using “Integrator”

- Stores all the documents as they get created ( from the time it is raw content to a finished SOP)

- Access control role wise

- Smart Customisable workflow

Demo 3: How to Publish Content Online For Agents

-Publisher is a smart LMS on cloud

-QUESTIONS ADDRESSED: ◦ How to do online assessments?

◦ How to make the content available to agents

◦ While they do not have access to i-learn?

◦ While their OHR ids are being processes.

◦ While the content is still in the draft formats ( good for training but not signed off)

-CHALLENGES SOLVED:

◦ Videos/SOPs/Simulation is available to agents during pre training, induction training, OJT and also during Operations

◦ Faster training reduces the effective training time

◦ Training managers get extensive tracking reports

Training and Performance Support using “Content Publisher” & “KFP”

- Stores all the published content for two things ◦ Training of agents

◦ Performance support and knowledge discovery

◦ Reporting the actual learning activities and learning outcomes and learning shortfalls

◦ Workflow for time update of SOPs

Demo 4: How to Search & get Performance Support

-KFP, Publisher, DMS are used to provide on the job performance support.

-QUESTIONS ADDRESSED: ◦ How to get on the job performance support?

-CHALLENGES SOLVED: ◦ To retrieve exact SOP when required on the job

◦ To search through both-structured and non structured documents and get the full understanding of the process

◦ Training need goes down significantly

◦ Video material available and tag based searches can be done

◦ Newly captured exceptions can be published

Challenges of KT/KM in Operations High attrition requires continuous training of new hires (back fill)

The new hires are trained using SOPs which are many times difficult to understand (the same could be easier to understand if the SOPs were in video format)

When the SME’s leave the organisation they take the knowledge with them and many times the backfilling takes longer and the SMEs may have left already

Many times it becomes necessary to reach out to customers for the help with a certain knowledge area

High attrition also attributed to high learning curve and issues with motivation

Pertinent Questions How can we make sure that the new hires can learn with minimal support

How can we avoid needing to bank upon the customers for help on what they have already transitioned to us

How can we make cumbersome subject little more fun to learn

How can the new hires get a specific feedback on what they do not know and therefore become confident of supporting the process

How can we handle exceptions better

How can performance support be implemented ◦ Can I get some help while solving business issues after the trainings

◦ Is there a google possible for asking questions (but limited to my business area)

Recommended Solution For OPs How can we make sure that the new hires can learn with minimal support – Self paced Simulators Created With Articulate – used immediately after Video Based SOPs. Buddy training on sand box not required

How can we avoid needing to bank upon the customers for help on what they have already transitioned to us - –Video SOPs Library on “Publisher”, which can be searched and the answers can be discovered.

How can we make cumbersome subject little more fun to learn –Gamifying the Content/Assessments

How can the new hires get a specific feedback on what they do not know and therefore become confident of supporting the process –Process Assessments Published By Articulate

How can we handle exceptions better - –Process Assessments Published By Articulate

How can performance support be implemented – KFP enabled Repository giving in-doc search ◦ Can I get some help while solving business issues after the trainings ◦ Is there a google possible for asking questions (but limited to my business area)