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    Twb position paper_blended_training Twb position paper_blended_training Document Transcript

    • Blended Training – TWB’s Corporate Training services for distributed workforces Blended Learning is the combination of multiple approaches to learning. This kind of learning can be achieved through the use of blended virtual and physical resources. To put this more precisely, the typical example of this would be a combination of technology-based materials and face-to-face sessions used together to deliver instruction. Blended Learning is the kind of learning where an instructor combines two methods of delivery of instruction. However, this term most often applies to the use of technology on instruction. In this case, a good example of such learning would be to give a well-structured introductory lesson in the classroom, and then to provide follow-up materialsThis page is intentionally left blank online. In researchers Heinze A and C Procter words, a definition of Blended Learning is:
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    • IntroductionThe rapid growth of science and technology has The Current Scenarioaffected all facets of human life. Even education orlearning approaches are not immune to the influence Blended learning today is fast becoming the mostof technology. This is evident in the emergence and preferred instruction delivery method both in corporateincreasing use of the Internet, bringing about a new and non-corporate worlds.paradigm shift in learning approaches as well. Aconfluence of traditional face-to-face learning, In today’s scenario with prevalence of high technology,technology-based learning (CBT and WBT), and ever- blended learning often refers specifically to theevolving educational theories has resulted in the provision or use of resources that combine e-learningphenomenon called ‘Blended Learning’. (electronic) or m-learning (mobile) with all the other educational resources. According to some, the keyWhat is blended learning? blended-learning arrangements could also involve e- mentoring or e-tutoring. These arrangements tend toBlended learning is not a new discovery in combine an e-learning component with some form ofpedagogical techniques. Rather, it is an innovative human intervention, although the involvement of an e-way of approaching learning that combines the best in mentor or an e-tutor does not necessarily be in themultiple methods: predominantly traditional classroom context of e-learning.method and technology-based learning.Blended learning is a combination of multiple Why blended learning?approaches that complement each other, and promoteeffective learning. This method of learning effectively Today, we live in a world controlled by technology.blends traditional face-to-face classroom training There are slews of social networking sites, mobile(physical resources), e-learning (virtual), and self- devices, instant messengers, online forums that helppaced learning methods so that the learner benefits busy working individuals socialize and network withholistically. An example of such learning can be a others. Therefore, today, there is a virtual side to thetraining session where a well-structured introductory social interaction. As a result, even the way peoplelesson is presented in the classroom, and then follow- choose to learn has changed drastically. There areup materials are provided online. various trends that necessitate the need for blended approach to learning. Some of them can beIn researcher Heinze, A and C Procter’s words: summarized in the following way:“Blended learning is learning that is facilitated by the  Preference for active, participatory, self-paced,effective combination of different modes of delivery, experiential learning: Instructor-to-learner modelmodels of teaching and styles of learning, and founded has been replaced by active leaner-centeredon transparent communication amongst all parties training/learning approach. This offers more valueinvolved with a course.” in today’s sophisticated world, where the quality of the employees determine the success of anSome authors mention such form of learning as ‘hybrid organization.learning’ (this seems to be more common in Northern  Increasing use of technology: Classrooms are noAmerican sources) or ‘mixed learning’. However, all longer the only place where learning takes place.these concepts broadly refer to the integration (the  Lack of time: Learning can be non-sequential.‘blending’) of e-learning tools and techniques.  Virtualized social interaction: Today, the way people interact and network has adopted the forms of instant messaging, forum discussions, SMS, Web sites, blogging etc. These positive trends also have influenced the way people learn and train, which cannot be neglected.The Writers Block www.twb.in 1 1
    • Blended learning vs other learning techniquesIn order to understand what blended learning/training is and the benefits it offers, it is important to differentiatebetween various kinds of learning, namely face-to-face learning and e-learning, and their disadvantages.Face-to-face learning E-learningFace-to-face learning refers to traditional instructor-led Today, as technology evolves and businesses expand,training that takes place within a classroom. It involves employees often do not possess the required skills toan active learning process that takes the form of keep up with the fast-paced development. This gapclassroom discussions/debates, making formal between the desired and actual skill sets can have anpresentations, delivering lectures. Motivating the adverse effect on the employee productivity,learners to read and research on their own, write, performance, and business results. Continuousdiscuss, or be engaged in solving problems are also learning programs, without separating learning eventspart of this kind of active learning. Other forms of face- with work activities seems to be the key to bridge thisto-face learning can include visual-based instruction. gap successfully.Today, there is a shift from one-way knowledge E-learning refers to a method of transferringtransmission to student-centered learning, which knowledge supported by multimedia content andfocuses on encouraging students to assume such delivering it synchronously and/or asynchronously overhigher-order thinking tasks as analysis, synthesis, and an electronic network. It is not considered to be aevaluation. The usage of such techniques in the replacement for an instructor-led or classroom training,classroom has a powerful impact upon students but acts as a supplement to reinforce cruciallearning. Another way of face-to-face learning is using knowledge. Thus, it helps in overcoming physical andthe cooperative learning techniques. This method logistic limitations of traditional training methodologies.proves to be useful in case of more complex projects,where many trainers are working on a project that E-learning is the unifying term to describe the fields ofdemands learners to work in groups of three or more. online learning, Web-based training, and technology-The term ‘cooperative learning’ also suggests learners delivered instruction/CBT.coming together and working in groups, contributing tothe collective learning activity.Though the face-to-face learning approach has many Computer-based Training (CBT) andvisible advantages such as social interaction, verbal Web-based Training (WBT)and non-verbal communication, permanency ofcontent, group activities, etc., in today’s technologically Computer-based Training (CBT) is an instructionalsophisticated world, it is not the only effective method mode whereby the learners gain knowledge by usingof learning. computer. Through computer-aided interactive techniques, learners can complete special trainingDisadvantages: programs related to their occupation. CBT services are especially effective for training people to use computer Dependency on spoken words/verbal applications. With the help of CBT, users can also communication study for formal qualifications, accreditations, and Absence of one-on-one attention/instruction continued professional development. Advantages of Inability to cater to individual learning styles of CBT are: available anywhere any time, one-time students expenditure for learning, convenient method to train new staff. Inability to retain the attention span of learners Time-bound learning sessions Web-based training (WBT) is also a kind of training High cost of training that is similar to CBT, but it is delivered over the Need for physical presence of students and Internet/intranet. scheduled classes Development cost, requirement for self-motivation and discipline, absence of human instructor to answer questions, generic training materials are the most common disadvantages of CBT and WBT.The Writers Block www.twb.in 2
    • Blended learning vs other learning techniquesThough, traditionally, e-learning solutions have been more popular among the IT/telecom and banking sectors, manypharmaceutical companies are presently adopting similar packages, especially for sales representative training,assessment, and performance support.Observing the current situation, on an average, an Indian pharmaceutical company has hundreds, sometimes,thousands of on-field sales representatives. In such a case, managing classroom training for a large number oflearners is not feasible. Moreover, 60-70 percent of the training budget would be depleted in managing logistics for alarge number spread over as large a geographical area as India, rendering it a very expensive exercise.In comparison, the limitation of classroom training is that it is time-bound and can be conducted only at a designatedtime. This implies that a learner is required to wait for the scheduling of the class. The waiting period could affect theproductivity adversely.As a result, e-training is becoming increasingly popular in the present situation and has been replacing the demandfor the traditional classroom training. E-learning is often considered to be a source of repetitive training that offersquick and on-time delivery of training for the learners. It ensures consistency, lowers the training logistics andadministration overheads, and is readily available anytime, anywhere. Benefits of Virtual LearningFor Corporates For EmployeesThe following are the benefits of Virtual Learning for The following are the benefits of Virtual Learning forcorporate customers: employees: Involves a fraction of the cost of traditional training  Access to interactive, self-paced, multimedia training, methods anytime, and anywhere - at work, home or while Provides ‘anytime anywhere training’ and traveling performance support to a geographically dispersed  Access to multimedia enabled Web-based work force performance support system Offers interactive, self-paced courses on various  Self-paced training and performance support to topics access the required topics at any given time Helps in creating a custom catalogue that specifically  Choice to play entire chapters, or utilize the search meets the needs of employees function to answer a specific question Charges only for training content  Buttons to pause, rewind and fast forward through Enables easy planning, budgeting, and paying for topics training expenditures  Engaging and robust Web-based self-paced classes Eliminates hardware investment, development time,  Learning while performing, resulting in increased and additional staff requirements productivity Reduces the need and the cost of classroom training  Pre- and post-assessment exams for most of the Allows users to learn faster, as well as, increase courses comprehension and retention rates by up to 100  Immediate feedback to all users with the topics they percent as opposed to standard training methods need additional training on Enables employees to learn as they perform, rather  Less than 10 percent of the cost of the best than removing them from the work place instructor-led training options Offers pre- and post-assessment exams for each course Provides detailed reports with insight into individual Despite the benefits listed above, e-learning has many progress and test scores disadvantages, rendering it ineffective to a certain extent. Offers managers a centralized resource for distributing and tracking their employees skills development  Need for ready access to a computer and Internet connection Increases employees productivity  Need for computer literacy/knowledge of learning Offers quick implementation and easy roll-out technologies  Lack of instructor-student interaction  Unavailability of the instructor when needed  Reduced/lack of social and cultural interactionThe Writers Block www.twb.in 3 3
    • Blended LearningThough e-learning has many benefits, it can never completely substitute the traditional way of learning, say mostexperts. What is seen as one of the biggest shortcomings of e-learning is that one misses the personal link/contactthat one would otherwise share with a mentor. It is here that blended learning comes into the picture. E-learning,when blended appropriately with classroom training, can be a powerful holistic mode of instruction delivery. All thetechnologies used in e-learning can be used in blended learning as well, making a unique comprehensive approachto learning.Technologies used in blended learning Blended Learning: A means of enhancing business growthWeb-Technologies Blended learning is increasingly being accepted by the Online Interaction Means: E-mail, Web sites, corporate world to catalyze business and blogs, wikis, e-portfolios, instant messaging (IM), organizational growth, which is highly dependent on short message service (SMS), discussion boards, the quality of human capital deployed. Industries and web 2.0 communities and podcasts organizations are using the blended approach to Web resources: Search engines like Google, enhance the learning and development experience Online courseware, electronic databases, digital aimed at improving revenue, reducing costs and libraries, and online publications enhancing quality of human capital. Blended learning addresses the needs of most corporate learning andInstalled Technologies development programs, allowing pace and space for Multimedia Presentation software/hardware such various delivery methods required by different sets of as videocassette recorder, DVD player learners. With a perfect amalgamation of media and Interaction Technologies: Videoconferencing, Web delivery as per the requirements within a particular cameras, and application-sharing suites program, enhanced results can be achieved.Mobile Technologies/ Classroom Peripherals It is often observed that learning experiences are Laptops, cell phones, PDAs, Tablet PCs, iPods, categorized into steps in a blended learning model and digital cameras, Wi-Fi finders, USB drives, and the learner’s progression from one step to another GPS systems keeps on building upon the previous learning experiences. Thus, a ladder is formed, which learners Classroom response system, collaborative climb rung after rung and blossom into a tree of software, computer aided assessment, educational collaboration from the sapling of education. animation, games, screencasts, simulations, virtual classrooms As a result, many organizations have graduated from the basic information exchange level to the level of expertise – keeping in line with the scheduled timeBlended learning is seen as a comprehensive method frames and fixed costs with the help of blendedto impart learning through information, interaction, and learning techniques.collaboration elements. This can be best achievedthrough the use of the technologies mentioned aboveplus well-designed classroom training. It not onlyreduces the cost by reducing all non-productive Elements of Blended Learningactivities such as commuting and employinginstructors, but also creates reusable content, andaccommodates individual learning styles, and There are various models of blended learning, eachpromotes self-paced learning. However, the classroom comprising the following elements (mentioned below)sessions prove to be helpful in developing in varied proportions depending upon theinterpersonal skills through face-to-face organization’s requirements. Blended learning can becommunication. classified into:  Learning through informationTo summarize, blended learning is a method naturallyavailable for distance learning and flexible learning,  Learning through interactionbut can also be used in conjunction with face-to-face  Learning through collaborationteaching.  Learning through classroom experiencesThe Writers Block www.twb.in 4
    • Blended LearningDimensions of Blended Learning Benefits of Blended Learning Classroom and online learning: Blended learning Blended learning is highly effective for large powerfully combines both instructor-led classroom organizations with people performing similar tasks in training and online training (the Internet and different locations and facilities. It enables people to intranet), thereby blurring the disadvantages that spend classroom, simulator, and On-the-Job Training exist in both instruction delivery modes. (OJT) time on advanced tasks. It also allows training Self-paced and collaborative learning: Blended people in core qualifications and skills used by all learning creates room for both solitary learning and members performing similar jobs, and then receive collaborative learning, thus allowing the learners to location or task-specific training for unique tasks at any accommodate their own style of learning at their defined location. This learning method appears to be a own pace, without compromising social interaction natural strategy to address language problems both at aspects. local and global levels. Structured and unstructured: It effectively combines both structured training (well-designed To sum up, the biggest business benefits of blended course plans) and unstructured factors like learning are: discussions, hallway conversations, emails etc. Ready-made content and custom content:  Scale: One can roll out a new initiative or program Blended learning consists of regular well-defined to global audiences and reach a large number of readymade content as well as custom made people than ever possible before. content. Blended learning encourages students to  Speed: If training needs to be delivered to staff research and create their own learning materials, within a short period, a large number of staff under the guidance of an instructor. members can be reached simultaneously. Learn, practice, and perform: Blended learning  Throughput: If a training problem is bottlenecked, mixes learning, practice, and performance, the vital the block can be eliminated and training throughput aspects of learning, to help learners integrate can be improved by orders of magnitude. practice into the learning process and assess the  Complexity: Many training challenges are just too learning through performance metrics. Blended complex for a single web-based course or learning does not replace traditional method of PowerPoint based webinars. If the material is learning. Rather, it complements traditional learning complex and an organization’s business need by providing the learner with opportunities to demands that people internalize and change their explore and practice. behavior, using multiple media will get much higherIn short, complementarities between multiple learning completion and results.techniques, autonomous learning style of learners,  Cost: By thinking about every problem as aefficient access to wide range of resources, and ‘blending’ challenge, one can select the lowest costeffective interaction are four critical dimensions of media that solves the problem.blended learning.The Writers Block www.twb.in 5 5
    • TWB’s Blended Learning ApproachTWB enjoys the status of a pioneer in putting blended Our blended learning approach provides appropriatelearning into effective use and training corporate solutions for the ubiquitous problems of speed, scaleemployees/individuals with great success. TWB’s and impact linked with most e-learning models. Inblended learning approach considers the key factors conclusion, TWB’s use of well-designed blendedand issues in delivering instruction. learning programs as a method to fulfill an organization’s learning needs has been a greatEffective combination of learning methods: success.Figuring out how blended learning can be moreeffective is very important. At times, this can be a greatchallenge as well. Though the concept of blended “The concept of Blended Learning has arrived andlearning sounds very simple (face-to-face learning + e- is here to stay. However, if it is to add value to ourlearning), failure to gauge the complexity in designing understanding of effective training and learning, thethe training (with a well-balanced combination of both) term needs to be considered in a broader context. Itcan cause failure. In this area, TWB’s expertise cannot is not simply about delivery and technology. If thebe neglected. term ‘blended learning’ is to have longevity in our trainer vocabulary, we must extend its use beyond technology. It must be as much about varyingLearning gaps: According to some, classroom learning methodology as it is about trainingtraining is ineffective because instructors, more often, delivery. We must understand more about whatneed to deliver training to mainly two categories of motivates learners, what support they need and howlearners at the same time: well-informed and least- these supportive interventions can take place ininformed. If the students in classroom training are on practice. Only with this understanding can we getthe same level as far as the baseline knowledge is the ‘blend’ right.”concerned, the training becomes effective andproductive. TWB’s blended learning approach gives a Martyn Sloman, in his book ‘The Changingprovision to cater to students, whose baseline World of the Trainer’knowledge is not at par with the rest, through meanssuch as online, instant messaging, e-mails etc.,thereby helping them raise their knowledge level.Individual learning styles: With the availability of the Benefitsnew package of tools, TWB’s instructors and studentsare able to blend more elements into both classroomand self-paced exercises, thereby effectively catering By utilizing TWB’s training programs characterized byto individual learning styles. TWB reaches out to the blended learning approach, an organization canlearners with a more diverse set of learning options, draw the following benefits:which help them raise the level of their knowledge andskills.  Reduced costs  Business continuityFollow-up: Another important factor to be considered  Effective holistic learning through classroom cum e-in blended learning is the follow-up. In most cases, this learning methodsis the most neglected aspects of learning, especially inadult learning. The objective of the follow-up is to  Extended training covering all distributed workforcedetermine the retention level of the knowledge and at various locationsskills taught. TWB has devised its own unique means  Increased productivity because of the qualityto ensure that follow-up is practiced to help learners learningretain their acquired knowledge.TWB’s training department follows up with students bysending out exercises through emails after theclassroom training is over. To date, this is known asone of the best ways to ensure learning and retention.We blend various components including courses,content portions, IM pings, blogs feedback, and manyother things, to provide maximum benefits to learners.The Writers Block www.twb.in 6 6
    • Case Studies Case Study 1: A Large Leading Software CompanyA large software company takes the decision to move their technical documentation effort from the US to India. Theteam in India had the option of hiring and creating a new team or forming a new team from the existing employees. The Writers Block (TWB) is engaged with this software company to search for members with the right talent withinthe company, who could then be inducted into the technical documentation sector by way of evaluation tests. Atechnical support team of 20 members, identified as having the base skills, is created. The team was provided withcontinuous training in best practices by TWB.As a result, this team starts taking over from the US team in 2 months. Ultimately the team doubles the size withinnext 3 months. Case Study 2: A Multinational Multi-Brand CompanyThe internal market analytics team of a multinational company is engaged in serving its subsidiaries. Such researchand analysis is typically for the middle management staff members who determine the key market factors, createdecisions points, and put forward these as reports to senior management. However, the multinational wants tochange this scenario and wants this internal team to serve the company at a global level. This change means thatthe local middle management cushion is not present anywhere before the analysis is presented to the customer.TWB provides the exact solution and helps the multinational company formulate a training program for the researchteam. This step ensures that the research team is able to present its results as research reports to its customersworldwide in a useful way.This training, based on blended learning approach, is created for teams of 20-25 members for over 300 employeesspread all over India. The key objective of this well-defined blended learning approach through TWB intervention isto ensure that the existing work is not disrupted. With a long term personalized intervention, there is a surety thateach member gets personalized attention. Case Study 3: A Large KPO ProviderThe said company is one of the largest KPO providers in India and continues to be aggressively engaged inproviding KPO services like Analytics. The BPO part of the business also involves serving some customers for theKPO services. The company wants to make use of the available manpower, provided they are found suitable andwants to move them into analytics. The objective is that the analytics team should be able to carry out the analysisrequired and present the output to the customers as research reports with clear decision points.Under the solution provided, team members are evaluated by the KPO provider team for research, analysis anddomain skills, and by TWB for communication capability. The employees who are suitable are promoted to theanalytics team. TWB, together with the KPO provider, devises a month’s training program for this team. TWB, usinga blended learning approach, conducts a four-day essential classroom training and a four-weeks TWB Onlinetraining that runs parallel to the training by the KPO. This is followed by another three days of classroom training.TWB helps the KPO provider create a suitable transformation with the most effective intervention for its team. Theteam starts taking on responsibilities within a month. Such blended training solution is being laid out for over 500employees across four locations.The Writers Block www.twb.in 7
    • TWB ServicesTWB is India’s leader in technical communication outsourcing and education. TWB offers a complete suite of services that allowsour customers to effectively publish their technical knowledge with their people and processes. TWB’s customers range fromGlobal 500 – including Cisco, Accenture, McAfee, LG, Samsung, Citrix, SAP, Siemens, AOL, Intel; Indian technology majors –including Infosys, Wipro; Global defense majors - Pratt & Whitney, Honeywell, DRDO, HAL; and exciting technology startups.TWBs expertise in technical communication ranges from IT Products and Outsourcing, ITES, Banking, Financial, Aerospace,Defense, Ship Building to Hi-tech Manufacturing, and Discrete and Process Manufacturing.TWB’s services include:Technical Marketing Technical Product Documentation QualitySolutions Documentation Management  Datasheets  Administrator’s Guide Datasheets  Copy Editing and Proof Reading  API Document Cheat sheets  Managing Writing  Configuration Guide Solution Briefs/Solution Brochures  Editing Services  Functional Specifications Document Presentations – Products/Corporate  Layout and Design Profile  Installation Manual  Creating SLAs Brochures and marketing collateral  Interface Document Web content  Interactive Electronic Technical Manual (IETM) Business Documentation Audio and video scripts  Maintenance Manual  Business Proposals Press releases  Online Help  Legal Disclaimers Direct mail  Operation Manual  Policy Manuals Newsletter design copy  Product Demo  Style Guide Design Sales catalogues  Product Specifications Document  Template Design Sales sheets  Product Overview Document  Quick Reference GuideBusiness Communication Content Management  Release Notes Short Reports  Requirement Analysis Document  Single Sourcing Proposals  SDK Document  File Version Control Case Studies  Troubleshooting Manual  Document Naming Conventions Lab Reports  User Manual  Consistent Document Formatting Memos  Open Source Documentation  Data Transformation Progress/Interim Reports  Programmers Guides Writing for Electronic Media  Functional Specifications Document  Use Cases Web site DevelopmentIllustrations  Online Help /Context Sensitive Help  Web 2.0 development  Troubleshooting Guides Graphic Designing  Web content  Info graphics  Web applications Qualitative Analytics for 2D & 3D animation Decision Support Translation and Localization Line drawings and illustrations Services  Economic Business ResearchProcess Documentation  Industry Analysis  Software Translation Services Workflows  Market Opportunity Analysis  Document Translation Services Standard Operating Procedures  Competitive Business Analysis  Localization (L10N) Testing ISO Documentation  Company & Prospect Profiling  Internationalization (I18N) Testing CMM Documentation  Reporting Solutions  Assessment of Unmet Market Needs Records ManagementDeployment and Support  Status and Potential of Technologies  Document Management Solutions  Benchmarking of Strategies Vs Competition  Record Management Storage and Installation and Configuration Guides Retrieval Operations Manual  Forecasting  Sales Force Effectiveness  Market Assessments  Competitive Intelligence  Opinion Leadership  Emerging Markets - evaluation and researchThe Writers Block www.twb.in 8 8
    • TWB Software Tools ExpertiseOur technical proficiency in software and authoring tools includes: Unstructured Content XML Structured Editors Multimedia /Authoring Development  Epic  Adobe Flash®  Microsoft Word®  FrameMaker+SGML  Adobe Dreamweaver®  Adobe FrameMaker®  X-Metal®  Microsoft FrontPage®  Adobe InDesign®  Adobe Captivate®  QuarkXPress® Macromedia Captivate  Adobe PageMaker® Graphics/Animations  Multimedia /Authoring / Illustrations  Adobe Flash® Supporting tools  Adobe Photoshop®  Adobe Flash CS4 Professional  Adobe Fireworks®  Adobe Flash®  Adobe Illustrator CS3  Adobe Flex®  CorelDRAW Online Help  Adobe AIR®  Microsoft-Expression Graphic  Adobe Dreamweaver® Designer  Adobe Acrobat®  Xara Xtreme (Windows & Linux)  JavaHelp  Microsoft Silverlight®  CuteDraw  Adobe RoboHelp 7.0  Adobe Authorware®  Publisher3D(for animation)  HelpScribble  Adobe Director®  Sketsa SVG Editor (for vector  WebWorks Publisher  Adobe Captivate® graphics)  PowerCHM  Trivantis Lectora®  Techsmith Camtasia  Doc-To-Help  ASP.NET  Arbortext IsoDraw (technical  WinCHM  JSP illustrations for 2D and 3D)  HelpSmith 2.1.1(Windows)  JAVA  Fast-Help  MadCap Flare Standards Graphics/Animation  Help-Server  NVU Help  SCORM 1.2 / 2004  Adobe Flash®  AICC XML  Adobe Photoshop®  W3C  Adobe Illustrator®  Section 508  Adobe Fireworks®  XMetal®  QTI XML  Microsoft Silverlight®  Microsoft Word 2003®,  Microsoft Word 2007® Databases Development and Publishing tools CMS/ LMS  Microsoft Access  XSLT/XSL  Microsoft SQL Server  EDD  Sharepoint®  Moodle Flowcharting  Joomla,  WordPress  Microsoft Visio  Media Wiki  iGrafx  CMS Builder  EDraw  Author-it (formerly AuthorIT)  RFFlow  Alfresco  Flowbreeze  Smart DrawThe Writers Block www.twb.in 9 9
    • Industries ServedTWB services a wide range of technology and knowledge-driven industries, helping them meet their markets better. These include:  Banking, Insurance and Financial Services  ITES/ KPO/ BPO  Consulting and Business Services  Pharmaceuticals and Biotechnology  Defense, Aerospace and Hi-Tech Manufacturing  Process Manufacturing and Allied Industries  Education and Learning  Steel, Ship Building, Construction and Aviation  IT, ITES  Telecom and Digital CommunicationsTWB has been the preferred technical documentation outsourcing company for: The TWB Building US Office: No: 4062, 19th Main Road, TWB HAL 2nd Stage, 11701 Norwegian Wood Drive Bangalore – 560008 Austin, TX 78758 India. Landmark: Behind Carlton Towers Telephone: Telephone: +91.80.40741400 / +91.80.41256367 +1.512.586.8357 Corporate Enquiries: corp@twb.inThe Writers Block www.twb.in 10 10