Design Solution

1
Design Solution

• ICS Training Proposal

2
ICT Training Problem

• Design a pilot curriculum that will scale to 4000
  employees.
• Train employees to be able to handle all variety
  of help calls in 15 weeks.
• Reorganize the CTOs to deliver a learning plan
  that will integrate the functional silos.

3
Learning Objective

• Mobilize Knowledge
• Identify the experts in each domain and mobilize
  their knowledge so that customer representatives
  can learn from each other.
• Facilitate and encourage collective knowledge
  building
• Build a knowledge-sharing community.
• Build a self-sustaining organization
• a self-sustaining organization will be better
  able to adapt quickly to new products or services.

4
ICS Training Proposal
Phase 1 (3 wks) Phase 2 (9 wks) Phase 2 (9 wks) Phase 2 (9 wks) Phase 2 (9 wks) Phase 2 (9 wks) Phase 2 (9 wks) Phase 3 (3 wks)
Introduction to ICS Subject Matter Basics by Domain Experts How to use new CasePoint Apprenticeship Observation/Questions Problem-Solving Apprenticeship Observation/Questions Problem-Solving Apprenticeship Observation/Questions Problem-Solving Apprenticeship Observation/Questions Problem-Solving Apprenticeship Observation/Questions Problem-Solving Apprenticeship Observation/Questions Problem-Solving Recap Summary Problem-solving of all domains Raising new questions queries Deeper broaden knowledge of all domains
Introduction to ICS Subject Matter Basics by Domain Experts How to use new CasePoint D1 D1 D2 D2 D3 D3 Recap Summary Problem-solving of all domains Raising new questions queries Deeper broaden knowledge of all domains
Introduction to ICS Subject Matter Basics by Domain Experts How to use new CasePoint O/Q PS O/Q PS O/Q PS Recap Summary Problem-solving of all domains Raising new questions queries Deeper broaden knowledge of all domains
D1, D2, D3 Domain 1, 2 and 3 O/Q Observation/Qu
estion PS Problem-Solving
5
Corporate Training Organization

• CURRICULUM DESIGN
• FINDING EXPERTISE
• MANAGING EXPERTISE
• OBSERVATION AND REFINEMENT

6
Casepoint Re-design 3 components

• Visual Enhancements
• Develop mental models
• Better communication with customer
• Employee-added Data
• Adaptive to latest information
• Experts have outlet to help others,
• Faster knowledge transfer
• Better client information access
• Highlight potential needs before problem occur
• Immediate access to old problems

7
Casepoint Re-design Layout
8
Casepoint Re-design Overview
9
Casepoint Re-design Problem Viewer
10
Casepoint Re-design Visual Search
11
Casepoint Re-design Contribution Platform
12
Design Principles

• S1 Environments of participation in social
  practices of inquiry and learning
• Apprenticeship in Phase 2
• Situated learning
• S4 Practices of formulating and solving
  realistic problems
• Problem-solving of real cases

13
Design Principles

• C1 Interactive environments for construction of
  understanding
• New CasePoint
• C2 Sequences of conceptual development