Case Study: TruLogica, Inc.
Training and Workshop Build User Confidence and Skills
TruLogica, Inc., a Dallas-based software company, is quickly becoming a leader in identity management solutions. Because of this rapid growth, TruLogica had to quickly develop an improved training program to better support its expanding customer base.
Actions and Solution
TruLogica hired Rob Brown from RDB Consulting in late 2003 to assess its training needs and quickly develop a core training solution to coincide with an expected February 2004 version release. After performing a quick needs assessment and survey of existing documentation, Rob delivered a short-term tactical training plan, which included course road maps for the most critical user profiles.
Rob then designed and developed a three-day instructor-led software training workshop.
A modular, scenario-based approach was used, in which students take the role as administrators of an identity management solution for a hypothetical company. The example used throughout the workshop was based on a real-world example. Besides learning the functionality of the software, the scenario approach encourages students to use industry best practices when implementing and managing an actual identity management project.
Course materials included a 250-page training manual and reference materials.
By having a professional-quality training course, TruLogica can quickly train its new customers.
TruLogica recently signed a contract with a major new customer, which is now sending its employees through this new workshop. Training participants have provided highly positive feedback, stating that this training effectively equips them to begin using TruLogica’s software.
Case Study: Fuego, Inc.
Training and Performance Support Materials Target Vertical Markets
Fuego, Inc. is a pioneer in Business Services Orchestration, the software industry's first comprehensive approach to coordinating and managing internal and external business activities through a completely Java-based application. In 2003, Fuego embarked on an initiative to target several vertical markets such as insurance and banking.
Fuego hired Rob Brown from RDB Consulting to assess current training and performance support materials (e.g., online help, user guides, and other reference documents) and revamp these materials so they were geared to these new targeted markets.
Actions and Solution
RDB Consulting redesigned product training to align with marketing initiatives. This included initiating role-based training curriculum, developing vertical market-focused insurance and banking case studies to augment basic workshop training, and updating all training and performance support materials to reflect this new approach.
Fuego is now able to funnel customers into classes that are relevant to their industry experience. By using case studies, transition time is reduced for students so they become fully productive sooner when using Fuego’s tools in the workplace. Fuego’s training and performance support materials won awards from the Society for Technical Communication in 2003 and 2004.
Case Study: Corporate Web Site Redesign
Communications and Training Support Assists Change with No Service Disruption
A Fortune 500 electronics firm redesigned and re-architected its own customer-facing mass-market Web site to make it more user-friendly and easier to update. These changes had to occur with minimal disruption to members of the worldwide engineering community who daily access the site to find product information prior to making purchasing decisions.
Business owners responsible for updating content on the Web site had to be quickly trained on the new tools and processes for making updates. Employees and their supervisors also had to be kept informed of work being done, staging dates, and when to report for training.
Actions and Solution
Communications and training support included:
ResultsChanges were implemented with no disruption of service to customers. The number of hits to the redesigned Web site increased 40 percent with a corresponding increase in sales reported.