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Integrated Performance Support

One of Herridge's key areas of expertise is Integrated Performance Support Systems (IPSS). We provide the tools that develop competence and confidence to perform well on the job.

SUPPORTING SUCCESS

With tools for job performance...



 

 


 

 


 

ISOPIA
Using an LMS
Design & DevelopmentDelivery

    PROJECT OVERVIEW:

  • ISOPIA needed to minimize learning support to clients after they purchased their Learning Management System (LMS) product.

  • Herridge developed an Integrated Performance Support System (IPSS) that enabled purchasers to become proficient in all tasks they would want to do on LMS.

  • We also developed and delivered a 2 day facilitated learning program for the client on LMS.

    UNIQUE ASPECTS:

  • Learning and support were developed for a 3rd party audience - clients of ISOPIA.

  • The IPSS served a wide variety of end-users ranging from more technical to novice.

 
 

Bank of Montreal
Virtual Bank Call Centre
Design & Development

    PROJECT OVERVIEW:

  • The bank implemented new customer service strategies for the Call Centre.

  • Herridge developed an Integrated Performance Support System (IPSS) that enabled every role in the Centre to do all their new tasks, with the related product and process knowledge.

  • This constructivist learning program used the IPSS in a way learners taught themselves about products, processes and strategies. This increased retention and reduced learning time

  • Our program also used instructional gaming to integrate various teams and their paradigms.

    UNIQUE ASPECTS:

  • Extreme time constraints and volatile content meant development first in a paper-based format.

  • Our development approach allowed for quick and easy re-purposing to an internet-based format.

 
 

Bank of Montreal
North American Cash Management (NACM)
Design & Development

    PROJECT OVERVIEW:

  • NACM Response Centre staff required on-going training on new roles, technology, products, clients and applications.

  • Over a series of projects Herridge developed several performance support sites to support various departments and sub-departments within the centre.

  • We developed and delivered a series of web learning and facilitated sessions to introduce the new Response Centre in both Canada and the US.

  • We developed additional sessions to integrate new teams smoothly into the existing centre.

    UNIQUE ASPECTS:

  • The central performance site is easily adapted to accommodate new sites and content.

 
 

Atlantic Phone Companies
Telephone System
Coaching & Client Staff DevelopmentDesign & DevelopmentMethodologies & Strategies

    PROJECT OVERVIEW:

  • Four Atlantic phone companies (NBTell, Maritime Tel, NewTel, PEITel) migrated to a new telephone system.

  • Each required an IPSS to support the employees in changing to the new system successfully.

  • We designed and developed an IPSS site that controlled the information an individual saw based on their login.

  • We taught the clients to write and work within an iterative development approach for IPSS.

    UNIQUE ASPECTS:

  • The project was a collaborative effort with Mount Allison University's Centre for Learning.

  • The design needed to generic yet able to incorporate the needs of each company's employees.

 
 

IMS
Tracking System
Coaching & Client Staff DevelopmentDesign & Development

    PROJECT OVERVIEW:

  • IMS implemented a web-based application for tracking drug use and sales through a selected market to meet an increased demand. The application support group was receiving a high volume of calls from sales staff using the new system.

  • Working as a subcontractor, Herridge designed and developed a web-based learning program and an IPSS so personnel could work with the new system quickly.

    UNIQUE ASPECTS:

  • The IMS application was complex and robust.

  • System support costs were reduced saving significant dollars.

 
 

BellCore
Project Estimating Tool
Design & Development

    PROJECT OVERVIEW:

  • BellCore required a project estimation system.

  • Herridge designed the functional specifications for the project estimation system.

  • We also designed and developed an IPSS to support it's implementation.

 
 

Air Canada
Ramp Employees
Methodologies & StrategiesCoaching & Client Staff Development

    PROJECT OVERVIEW:

  • Air Canada needed outside expertise to support their development of an IPSS for their ramp personnel.

  • Herridge evaluated vendor proposals to build the IPSS, and then coached and supported the client during development.

 
 

Scotiabank
IPSS Development Process
Coaching & Client Staff DevelopmentMethodologies & StrategiesDelivery

    PROJECT OVERVIEW:

  • The bank's internal training department needed to add performance support systems to their service offering.

  • As a subcontractor, Herridge was asked, based on their recognized performance support expertise and unique methodology, to provide a one-day course to the internal training team on the design and development of integrated performance support systems (IPSS).

 
 

Edulinx (CIBC)
IPSS
Design & Development

    PROJECT OVERVIEW:

  • Herridge designed an integrated performance support system (IPSS) to facilitate the introduction and use of a desk-top technology business solution in the car and student loans area.

 
 

Bank of Montreal
Commercial Line of Business
Design & Development

    PROJECT OVERVIEW:

  • The bank introduced to the branches new cash management products for commercial accounts.

  • Herridge designed and developed a web-based learning program and performance support tools for these new products.

 
 

Winners
Winners (TJX)
Design & Development

    PROJECT OVERVIEW:

  • Working as a subcontractor, Herridge designed and developed content for job aids and a performance support system to support HR professionals and company employees perform tasks using the human resources system.

 
 

Ontario Lottery and Gaming
Role-based performance aids
Design & Development

    PROJECT OVERVIEW:

  • Based on a role-based task analysis and best practice research, created performance aids to support each role in the completion of new or modified processes.