Case Study # 25: Davey Jones Presented by: Leo Hsu, Robert Reyes, and Matt Villaescusa

Scenario Background: This case study describes the challenges faced by WidgetMart, a rapidly expanding retail company. Due to the exponential growth, the primary challenge had been inconsistent training practices that resulted in inefficient and ineffective performance. An "in house" project team was formed to meet this challenge.

WidgetMart High quality widgets at affordable prices BuyMore Leased sales operation in large retail stores Universal Widgets Catering to an upscale widget market One parent company Training Practices Who is WidgetMart?

Stakeholders Stakeholders include: o WidgetMart Ownership o Shareholders o Management o Associates/Employees o Customers

Growing Pains

WidgetMart Training Practices Associated With Growth

Performance Issues Several problems arose from the traditional management practices. These issues include: Procedures varied from region to region and often from store to store. Information degenerated from management to trainee. The six regional management offices rarely agree on company policies and procedures. This inconsistency resulted in six different sets of best practices and difficulties in transferring associates from region to region.

What is an EPSS? An Electronic Performance Support System is defined as: "An integrated electronic environment that is available to and easily accessible by each employee and is structured to provide immediate, individualized online access to the full range of information, software, guidance, advice and assistance, data, images, tools, and assessment and monitoring systems to permit job performance with minimal support and intervention by others."

Why an EPSS for WidgetMart? Technology became available to do so. Transition from paper based training material to an online system. Reduces training time Consistency of training procedures and day to day operations. Decision support system Best practices embedded Material can be accessed and revised easily. Improves efficiency and performance

Project Team Members Davey: Team leader, worked at WidgetMart for 10 years in a variety of capacities. He is a perfect fit for the project because of his expertise in computer interface design. Ellen: Understands merchandising processes, created many of the current business applications, responsible for administrative duties. Josie: Defined training system for BuyMore, understands in depth the variations in the information required for WidgetMart, Universal Widgets, and BuyMore

Project Team Members (cont.) Tim: Translation expert, understanding variations needed from country to country to account for customs, language and government requirements. Barry: Newest member, recruited for experience with management development and interpersonal skills, internal marketing and change management aspects of the system.

EPSS Design Plan Based on the environmental analysis, the project team decided that the EPSS would be made of four functions. 1- Applications with embedded knowledge 2- A reference function 3- A job aid function 4- A computer based instruction function

Project Team's Challenge The project team considered many issues when designing the EPSS. These issues included: Consolidate "ops manual" material Organize "new" information The four functions must support one another Create a seamless package for everyone Variations of the information for the three stores Unique requirements for the stores outside the United States

"The Consultants" Recommendations We agree with the "Project Team" that an EPSS is the most appropriate delivery method for WidgetMart 's business needs. However, as performance consultants reflecting on the decisions made by the WidgetMart Project Team, we would have performed a more thorough analysis prior to creating the EPSS. Points of clarification: o EPSS implementation timeline o Cost of EPSS? o Who will train WidgetMart employees to use the EPSS? o Have other companies successfully implemented an EPSS?

Recommendations Continued Task analysis Audience analysis Hire a team of web designers Pilot test the EPSS

Measuring Success How would we know if our recommendations were successful? Increase in WidgetMart sales Customer satisfaction Is the EPSS being used by WidgetMart employees? How often and why? Employee satisfaction with the EPSS Has efficiency and consistency of employee training improved?

References Chang, C. (2004, August). The Relationship Between the Performance and the Perceived Benefits of Using an EPSS. Innovations in Education and Teaching International, 41 (3), Mager, R., & Pipe, P. (1997). Analyzing Performance Problems. Atlanta, GA: Center for Effective Performance. Rossett, A. (2009). First Things Fast: A Handbook for Performance Analysis. San Francisco, CA: Pfeiffer. Electronic Performance Support Systems retrieved on October 22, 2009 from ms What is EPSS? Retrieved from EPSS Central retrieved on October 24, 2009 from