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This is a strategic overview and contract book of a robust eLearning and performance management system, one I and my team put together during my days at Motorola.
SystemSteps was designed as a community of practice for technical support and repair technicians, as well as their managers. Membership was compulsory for anyone who would be submitting warranty claims. Technically, the system was quite ahead of its time, with rich, interactive simulations of repair procedures, and a client experience driven by almost thirty personalization & membership characteristics.
This is a great example of an online eLearning and eSupport solution to a number of persistent problems in the wireless industry.
If readers have further thoughts or suggestions, please feel free to comment.