Air Canada expanded their call centre activities to include sales, introducing new processes, methodologies and tools for the staff.
Herridge developed support processes and tools for the staff to use on-the-job.
We also developed a facilitated course to introduce the new approach and support tools.
The course included an airline simulation.
Air Canada Course Redesign
Air Canada's 34-day introductory course for reservation agents needed to be redesigned and reduced in length.
We redesigned the course into a 15-day, heavily constructivist program followed by on-the-job practice and coaching.
Herridge reduced the length of the course by more than 50% while improving retention and skills.
Bank of Montreal North American Cash Management (NACM)
The bank needed to develop learning for change management, processes, roles and applications for their call centre operations.
Over several projects, Herridge developed learning programs for the Canadian Call Centre and their US counterpart.
We designed a facilitated learning program that was enhanced by web-based learning and a virtual classroom.
We expanded the program to serve the needs of new call centre employees and more call centre roles.
We combined facilitated, web-based and virtual classroom learning.
A series of subsequent projects delivered upgrades to the learning program.
The program included IPSS tools (see separate description under Integrated Performance Support).
Bank of Montreal Personal Loan Application
The bank introduced an on-line personal loan application tool for their medium to large size business customers. It enabled home renovators, builders, investment brokers, etc., to offer BMO financing to their customers.
A short and comprehensive learning program was developed for bank representatives to deliver to the new users. It included use of the application and interview techniques to collect quality loan application information.
A thorough, self-paced learning version of the same material was also developed for customers that preferred to learn independently.
Learning was developed for a thrid party audience; the clients of the bank.
Bank of Montreal Project Management
Bank middle management needed better Project Management skills for the implementation of mbanx.
Herridge developed a facilitated learning program that covered Project Management from idea generation through to post-implementation.
The program workbook was developed in detail so that the material could be learned by self-study.
A web-based learning tool was also developed to present the learning material.
The program was designed to mitigate risk to the corporation.
Bank of Montreal Synchronous Voice Data Exchange
The bank partnered with IBM to implement synchronous voice data exchange for the mbanx web-site. This enabled the client and mbanx managers to view the same screens, use markers and fill in fields, etc. at the same time.
Herridge developed a learning strategy for a facilitated, intensely hands-on learning program to teach the use of this tool.
The client group were pioneers in the field of synchronous voice data exchange over one line.
Bank of Montreal Commercial Line of Business
The Commercial Line of Business employees were changing roles, environment, technology and, in some cases, location.
Herridge developed a facilitated learning program to enable the employees to become productive quickly after the change.
We delivered the initial sessions and conducted a 'train-the-trainer' program to in-house facilitators so they could deliver the program to the rest of the employees.
Bank of Montreal Letters of Credit
Staff needed to improve their ability to create, review and interpret documentary letters of credit.
Herridge developed paper-based job aids and a multimedia learning program.
Bank of Montreal Fasttrack Lender Learning
The bank streamlined the current credit adjudication process used by their brand lenders.
Herridge designed an instructor-led learning program to support it's implementation.
The learning program was designed for basic level lenders, but it was supplemented with a 'fast track' approach for new lenders to become proficient quickly.
Air Canada Instructional Design Methodology
Air Canada needed to standardize its instructional design methodology used by its internal staff.
Herridge developed a clearly defined and electronically supported iterative instructional design and development process.
The process included project management, risk management, communications, scope management and evaluative data tools.
The process needed to provide structure and allow flexibility for different levels of users.
CP Rail Project Management
CP Rail needed to deploy laptop computers to Engineering forces in remote locations throughout Canada and the United States.
Herridge acted as project manager and learning architect for the project.
Bombardier Fighter Pilot Training
Fighter pilots at the NATO International Fighter Pilot School needed to learn the instrumentation of a Bombardier plane.
Herridge defined an instructional strategy and approach including standards, templates and processes for use in future learning development.
We assisted the client in selecting vendors to build (develop code for) highly interactive multimedia learning programs.
We wrote storyboards for a series of multimedia and computer-mediated instructor-led lessons.
Simulations of a very complex situation, realistic enough for the audience, had to be developed.
Air Canada Project Management
Herridge provided on-site account and project management for a $13 million multimedia development project with a major transportation company located in Montreal. The Herridge Group Inc. was chosen for this role due to strong project and account management capabilities and hands-on experience in the design and development of multimedia and integrated performance support systems.
TD Visa Competencies and Curriculum
Working as a subcontractor, Herridge determined and documented job competencies for the customer service representatives identifying learning requirements to achieve each competency and implement a curriculum.
As part of the project Herridge developed the internal resources so they could define the competencies and curriculum for other roles in the corporation.
Internal resources were trained to:
create course descriptions appropriate for the selected learning management system
write learning objectives that employees can understand
write valid test items for pre and post tests
ensure multiple post tests are of equal value
create useful, level one, on-line evaluations
Imperial Oil SAP R/3
Working as a sub-contractor, Herridge developed a ten-day SAP R/3 instructor-led course to prepare technical call centre personel to support client calls. The new course was based on an existing five-day business partner course.
Herridge provided a two-day train-the-trainer session.
Imperial Oil Customer Offer
Working as a sub-contractor, Herridge created the design, contributed to the interface, and developed the storyboards for the eLearning lessons and evaluation.
Also contributed to the design of a paper-based performance support tool to compliment the eLearning.
Think Dynamics Needs assessment
Working as a sub-contractor, Herridge analyzed existing resources, customer segments, learner segments, and content and developed an immediate short, medium and long term learning and support recommendation.
Learning will be sold to customers who will then train internal trainers to deliver same.
Each version builds on the previous version to maximize return on effort.
Manulife Financial Coaching
Providing one-on-one coaching on instructional design to quickly develop expertise in a new training manager responsible for learning and support projects.
Developed a workbook laying out the instructional design process with key tools and approaches, appropriate for a training manager.
Provided research / reading assignments to supplement the coaching sessions.
Royal Bank Process Mapping & Improvement
Working as a sub-contractor, Herridge facilitated internal teams through the mapping of the learning services scheduling and delivery processes identifying inputs, outputs, disconnects, redundancies, and opportunities for improvement.
Thomas Cook Change Management
Thomas Cook was implementing a new operating system.
Working as a subcontractor, Herridge developed an instructor-led change management course to support implementation.
Imperial Oil Account & Collection Specialists
Working as a sub-contractor, Herridge developed a twenty-day instructor-led course for Road Transport and Automotive Account & Collection Specialists.The course incorporated several instructional games and a full day business simulation for each target group.
Herridge provided a two-day train-the-trainer session.
Imperial Oil Terminal Operations Centre
Working as a sub-contractor, Herridge developed a nineteen-day instructor-led program for terminal operations support personnel. The Program incorporated several instructional games and assessment tools.
Herridge provided train-the-trainer sessions.
Imperial Oil ExxonMobil Global Learning Program: Call Centres
As a sub-contractor, Herridge worked with ExxonMobil global to:
Define and prioritize competencies for the key role in the Fuels Marketing Business Centres around the world.
Create terminal and enabling performance objectives for the role.
Design a constructivist learning program for the role flexible enough to incorporate regional differences while maintaining the global integrity.
Work, on location, with geographic groups in North America, South America, Japan, Malaysia, and Africa to implement the design in their region.
ExxonMobil Car Wash
Working as a sub-contractor, Herridge designed four different versions of a program for
people who manage car wash operations at one site or across a territory. The
program will be offered around the world in one of four different variations.
Imperial Oil Brand Elevation
Working as a sub-contractor, Herridge delivered several sessions of a 6 hour workshop
for service station attendants aimed at improving their understanding and
execution of the Imperial Oil brand and image.
ExxonMobil Aviation Fuels Group
Working as a sub-contractor, Herridge developed a three week
instructor-led course, in two versions: one for North America
and one for South America. This program was used to centralize
the aviation fuels group in one location at which new staff were
hired for four different roles. The course incorporated several
instructional games and a full day business simulation for each target group.
Herridge provided a two-day train-the-trainer session.
ExxonMobil Price Counseling
Working as a subcontractor, Herridge designed and delivered five sessions of a highly
interactive 2.5 day workshop in which intact teams experienced applying a new process
and embedding that process into existing planning and reporting.
Bank of Montreal Harris Commercial Lending Program
Designed and developed a two day workshop to train relationship managers in an
acquired bank how to initiate and manage documentation and approval of commercial credit
deals including credit processes for different types of deals and clients, credit
limits, and management of risk. Delivered a project team overview and a
Seneca College Applied Degrees and Program Review
Worked with teams of professors and the Professional Development group at
Seneca College to develop course outlines and learning outcomes for programs
being submitted for Applied degree status.
Also worked with teams to perform program review on a variety of programs.
Bank of Montreal Problem Resolution
Herridge designed and developed a half day facilitated workshop on
problem resolution for delivery on-site to helpÃ‚Â branch personnel understand the
problem resolution process and how it should be applied to resolve real-life situations.
Bank of Montreal Consumer Express
Herridge designed an five day classroom-based workshop as part of a curriculum designed to qualify Mortgage Specialists to create deals and manage the deals through the credit approval process.
Herridge trained the trainers to deliver the workshop.
Smart Serve Making Responsible Decisions
Herridge Group designed and delivered a workshop at the Humber College student
leadership conference on Making Responsible Decisions. This workshop had participants
use case studies to determine how to prevent and how to deal with situations that may
occur on any Canadian college campus.
Bank of Montreal Personal Lending Essentials
Herridge group designed a 5 day workshop to train new lenders on how personal lending is done at Bank of Montreal. This highly constructivist workshop included cases, activities,
regular quizzes and a final exam. Herridge also facilitated the train the trainer for this workshop.
Honda Dealers & Sales Staff
Working as a sub-contractor Herridge designed a half day highly interactive session to familiarize dealers and their sales staff with a new vehicle coming onto the market.
Telus Director Workshop
Working as a sub-contractor Herridge created a half-day leader-led workshop for directors on a new initiative.
Imperial Oil / ExxonMobil Information Technology Asset Management
Working as a subcontractor Herridge provided consulting and advice on the program learning strategy for a blended solution.
Acura Dealers & Sales Staff
Working as a sub-contractor Herridge developed a half day highly interactive session to familiarize dealers and their sales staff with a new vehicle coming onto the market.
Working as a sub-contractor Herridge developed a half day workshop and materials for a kick off session to prepare Directors to disseminate and support the brand promise.
Imperial Oil / ExxonMobil Introduction to the Professional Sales Process: B&S and Asphalt
Working as a subcontractor, Herridge designed and developed two 9.5 hour workshops to expose employees to the professional
sales process and how it should be applied in their business line. The workshop included an introduction to, and practice with,
the related sales tracking system (different versions of the system for different audiences.)
Imperial Oil / ExxonMobil Integrating Credit and the Professional Sales Process
Working as a subcontractor, Herridge designed and developed action learning sessions for Sales and Treasurer's Credit employees
to help them integrate key credit tasks and perspectives during their sales process.
Working as a subcontractor, Herridge developed a 40 minute workshop on the latest Alpina model. Workshop included a facilitator guide and workbook.
Ontario Lottery and Gaming Task Analysis and Best Practice Research
Through interviews and the review of extant data created a comprehensive job / task analysis for four roles, each of which contained up to 15 job titles, identifying task steps and sub-steps, the tools used to perform each step, and the other groups within the organization that were collaborated with for each step.
Then researched industry best practices for similar roles and provided recommendations on the modifications required to the process to meet the performance goal and align with industry best practices.
Bank of Montreal Fundamentals of Home Finance
Herridge designed, developed, and delivered train-the-trainer sessions on a 4 day face-to-face workshop. This workshop provided new to bank and new to role learners with the knowledge and skills they required to sell retail mortgages on a commission basis. The workshop included training on identifying and developing Centres of Influence and building their business.
KPMG Global Lead Partner Business Development
Recommended, and created a design (including performance objectives) for, a capability / competency model approach to business development for the global lead partners. This approach would not only streamline and carefully target any development efforts for this elite group but would also inform succession planning the development of the next tier down in the organization.
KPMG Global L&D Learning Academy
Worked with a small team on the design and piloting of a learning and development learning academy to service the needs of people new to instructional design across the global network.
ExxonMobil Data Privacy
Created a plan and design to convert a classroom program into a series of virtual classrooms with attendant support tools.
Incentriq Client Magic
Created a facilitator-led course to teach travel agents in client firms how to operate the new Client Magic booking system.
Worked with the Director and the senior team to create a project gatekeeping system that would ensure quality and consistency of deliverables with fewer internal resources and more external resources being used.
Work with the Manager to create a strategy help service providers and retailers adhere to the PlaySmart directives.
Abbott Instructional Design Procedures
Worked with the internal instructional design team to create an instructional design process book.