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.
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
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.
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)
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.
The central performance site is easily adapted to accommodate new sites and content.
Atlantic Phone Companies Telephone System
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.
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
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.
The IMS application was complex and robust.
System support costs were reduced saving significant dollars.
BellCore Project Estimating Tool
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
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
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
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
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)
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
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.