CableBox is an IT solutions company that provides technical support and managed services to clients across North America. To continuously improve and stay ahead in technology, CableBox provides ongoing training to its worldwide employees. This training is done virtually through web dialogs and informal social settings. CableBox measures the ROI of its training using 6 approaches: performance, coaching, mentoring, impact, skill, and knowledge. It calculates ROI by comparing total program benefits to total costs. Challenges include effectively tracking global employee performance and maintaining interest across time zones. Technologies used include online programs, social media, and an electronic performance support system to provide on-demand learning.

1. Assignment 3 - PBL Part II
Joshua, Michelle, Orville, Sarah and Tabitha

2. Overview
1. What we do and the challenge we face
2. Our approach for WPL, and how it affects our ROI
3. The rationale to our approach
4. Issues, challenges, and successes on the ROI approach
5. The range of technology used
6. Issues/challenges with the technology used
7. Political arguments and social critique of WPL
8. Issues/challenges and successes of the approach to PSS/EPSS

3. What we do
CableBox is an IT solutions
company which delivers
around the clock Technical
Support and Managed IT
Services to hundreds of
organizations across North
America.

4. Cont’d..
Our focus is to stay updated on
technology and deliver fast effective
service to our clients.
Customer satisfaction is our priority
and our clients stay with us because
they have seen significant cost
savings and rely on us for our efficient
and friendly support.

5. Our Challenge...
Our business goal is to gain new high profile clients every month while we
keep our current customers satisfied by delivering unprecedented service
and value. In order to achieve this, and continuously stay ahead of
technology, our worldwide employees require ongoing technical training.

6. Training...
Since our employees are
located in various countries and
live in different time zones, our
training is mostly done through
web dialog or in an informal
social setting.
This enables our employees to
get the training they need when
they need it.

7. Approach
“CableBox” uses 6 approaches to measure the ROI:
PERFORMANCE - evidence on how much more or less of the
training has been effective
COACHING - giving the correct resources to the investment to
achieve what needs to be done
MENTORING - keeping in touch with the investment
IMPACT - how what has been learned is effectively deployed
SKILL - able to implement the knowledge learned to company
circumstances
KNOWLEDGE - Identifying the appropriate knowledge that will
meet the demand based on geographical location
WPL
R.O.I
Knowledge
Skill
Coaching
Mentoring
Impact
Performance

8. ROI
ROI or Return on Investment by definition is:
- A performance measure used to evaluate the efficiency of an investment or to compare the efficiency of a number
of different investments. ROI measures the amount of return on an investment relative to the investment’s cost
(Investopedia, 2015).
- ROI formula:
Total Program Benefits - Total Program Cost
ROI = --------------------------------------------------------------------- x 100%
Program Cost

9. CableBox ROI

10. ROI One-Time/Recurring Cost

11. ROI Net Value

12. Rationale of Training ROI
• Increased employee retention
• Increased sales
• Increased operational efficiency
• Customer satisfaction
• Cost effective
• Increase revenue

13. Issues/Challenges
• Effectively tracking employee performances situated across the globe
• Having multiple levels of training platforms based on geographical locations
• Maintaining the interest of employees
• Identifying and mitigating duplicities across their eLearning network
• Time zone differences

14. Technology
The range of technology used for CableBox for WPL are:
• Internet and Online Programs
• Word Processors
• Presentation Software
• Social Media - engages the employee/learners to interact with those around the world and share
ideas
• E-mail and instant messaging which allows for around the clock support and interaction

15. Technology (cont’d)
Issues/challenges, associated with the technology used are:
• Different computer programs are used across the globe
• Connecting to companies across the world via internet can be a challenge due to
time differences
• When dealing with consumers around the world the language barrier causes you
to have employees that can understand international languages to help deal with
technical difficulties

16. Technology (cont’d)
Successes:
• Provides easy access to learning materials from either the workplace or from the
comfort of their home.
• Flexibility - Employee can study content when it works for their schedule
• Provides immediate interaction with instructors and online technology support
• Decreases travel costs i.e. distance, gas, parking, transit

17. PSS/EPSS
Performance Support System (PSS) or Electronic Performance Support System (EPSS) came about due to the
abundant use of technology in performing on the job task.
By definition:
“An EPSS is the electronic infrastructure that captures, stores and distributes individual and corporate knowledge
assets throughout an organization to enable individuals to achieve required levels of performance in the fastest
possible time, and with minimum support from other people”

18. CableBox commitment to its staff through EPSS
In addition to the ongoing
training, CableBox helps
to keep its employees on
the cutting edge of
Technology by giving
them access to EPSS (or
in other words, Electronic
Cheat sheets)

19. Conclusion
The success of any company can be
measured by how happy and satisfied
it’s employees are. In a world where
technology is constantly changing,
CableBox is always looking for
innovative ideas to keep training its’
employees challenged and motivated!

20. Picture Credits
jsmglobe.com
amkait.ca
www.dubaiinternetmarketing.com
www.bluefinshosting.com
www.minacs.com
www.minacs.com
www.dashe.com

21. References
Investopedia. 2015. Return on Investment. Visited on the worldwide web:
http://www.investopedia.com/terms/r/returnoninvestment.asp?optm=sa_v2