Training (was RE: Fear and Loathing at the Job Site)

[Keri Morgret <morgret -at- stanfordalumni -dot- org>]

An interesting perspective on training, SMEs, and the necessity (or lack 
thereof) of time in a classroom is looking at how Xerox trained their 
customer service reps.  Steelcase has it in their case study section of 
their website at 
http://www.steelcase.com/servlet/ToolsInsightsServlet?ACTION=4&SEC_ID=3&SUB_ID=9&MIN_ID=13&CONTENT_ID=187&NAME=knowledge+library&NAME2=articles+and+papers.

I'd be interested to hear what people think of this approach.  In one of my 
classes, we were given Xerox's problem, but not the solution.  We had to 
apply our knowledge of learning theory we were studying in that class to 
come up with a solution, and only then did we see how Xerox solved the problem.

Keri Morgret


^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^

Order RoboHelp X3 in May and receive a $100 mail-in rebate, PLUS
free RoboScreenCapture and WebHelp Merge Module. 

Order RoboHelp today: http://www.ehelp.com/techwr-l

ATTENTION FrameMaker Users:  Fill-out the following survey 
to receive a chance to win a FREE RoboScreenCapture. 

FM users only please: http://www.ehelp.com/techwr-2

---
You are currently subscribed to techwr-l as:
archive -at- raycomm -dot- com
To unsubscribe send a blank email to leave-techwr-l-obscured -at- lists -dot- raycomm -dot- com
Send administrative questions to ejray -at- raycomm -dot- com -dot-  Visit
http://www.raycomm.com/techwhirl/ for more resources and info.