Uploaded byKenneth Ng
Raytheon Professional Services ( RPS )
This document provides an overview of Raytheon Professional Services, a global training company. It summarizes Raytheon's services, global footprint with offices in over 100 countries, clients in various industries, scope of work including hours of training delivered, and focus areas including learning technologies, blended learning approaches, and measurement of training impact. It also provides an example case study of work with GM that improved customer satisfaction metrics through technical training for dealerships.
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Raytheon Professional Services ( RPS )
- 1. Business Overview 2011 Copyright © 2011 Raytheon Company. All rights reserved. Customer Success Is Our Mission is a registered trademark of Raytheon Company.
- 2. WHO WE ARE Withover 1,000 professionals in over 100 countries, speaking 40 languages, Raytheon Professional Services helps leading organizations reinvent the way they deliver training across the global enterprise. Page 2
- 3. Global Footprint RPS - Dallas, TX RPS – Frankfurt RPS - Detroit, MI RPS – Melbourne RPS – Singapore RPS - Shanghai PTS – Mexico City Page 3
- 4. Who We Serve Automotive Industrial Defense / Financial Other OEM / Equipment Public Services Aftermarket BM W Page 4
- 5. The Scope ofOur Global Work Last Year 12,100 hours of finished training content developed 7.4 million hours of training delivered 2.5 million assessments administered 245,000 inquiries responded to by client support centers 3 million individual training registrations processed 2.1 million training events administered 10,000 hours of consultant services delivered Page 5
- 6. Our Field ofPlay solution design vendor management measurement & services evaluation learning assessment training support staffing services training delivery program management content content coaching technology integration & assessment & management evaluation content curriculum integrated application consulting analysis hosting learning content development solution mLearning content design learning management learning content systems off‐the‐shelf management technical virtual classroom / training web collaboration Platforms off‐the‐shelf eLearning business skills training infrastructure technology Page 6
- 7. ADDIE Process 4/24/2011 Page 7
- 8. Blended Learning Today& Tomorrow Yesterday Today Hands-on Tomorrow Virtual Worlds & Serious Games Video Instructor Based Training (IBT) Simulations Collaborative Learning eLearning Emerging issues mLearning Virtual broadcasts Classroom Blogs & Wikis Training (VCT) Page 8
- 9. Informal Learning 4/24/2011 Page 9
- 10. Automotive Simulation Page 10
- 11. Healthcare Simulation 4/24/2011 Page 11
- 12. Virtual Classroom Training(VCT) Page 12
- 13. Video on Demand(VoD) Page 13
- 14. Another dimension tohands-on training Adding a powerful learning dimension through animations, video, interactive exercises and access to the internet Page 14
- 15. Using 3D Graphics 4/24/2011 Page 15
- 16. Managed mLearning Page 16
- 17. Training Support Services(TSS) Our international network of service centers provide learner support & guidance to facilitate over 3M training registrations & 2.5M assessments annually Page 17
- 18. TECHNOLOGY & SUPPORT SERVICES Page 18
- 19. Full Featured Learning Management System Multi-lingual Customizable business rules Ability to launch web-based courses – SCORM Conformant Integrated instructor/class management Built-in portal and resource repositories Training history with ability to view and print Certificates Individual training paths Page 19
- 20. Customer Focused LMS Individual Schedule-At- Product Custom Reporting by Training Paths A-Glance Information Class Page 20
- 21. MEASUREMENT AND CASE STUDIES Page 21
- 22. Value Delivered: GMUS Case Study Customer’s Objectives: Improve “Fix it Right the First Time,” and thus enhance customer satisfaction Results Customer ratings for Fix It Right the First Time % techs meeting Service Training Standards Year 1 Year 2 “Raytheon Professional Services continues to do an outstanding job in providing technician training to GM dealerships. We are completing record levels of technical training and achieving record levels of dealer satisfaction with the training provided.” Exec. Director, Service Parts, GM Page 22