Up until now, it has been an (often accepted) fundamental problem of any training deployment that as the geographic footprint of an intervention increases, so the level of quality decreases, unless compensated for by increasing costs and timelines. Companies with multiple branches spread over wide areas, inevitably find learning and information transfer flowing at decreasing rates, the greater the quantity and spread of their branch network.

The function of improving skill and increasing knowledge, must better performance and reduce re-work levels or clearly delineate the motivated from the demotivated. Consequently training must be coupled to Performance Management , which in turn is dependent on the designated Key Performance Indicators for each person , team and department.

Ok , so our clients told us that their processes changed so frequently and their systems updated so often it seemed as if their Quality Assurance program, was "running to catch up". They also told us (sometimes informally) that the QA function was viewed as some form of internal policing unit , not driving quality up in general, except when people thought QA was watching. A sort of, only "stick to the speed limit when the cops are visible" behaviour. So, we got our clever people together to design a QA module that keeps pace with all that change while simultaneously mitigating resistance to QA.

Rather than add on the Customer Support Module as an almost ad-hoc after- thought, or even use another system altogether we've integrated our support to our clients directly into the system. This means that all service requests; automated notifications; client queries and calls; internal tickets created and any other client service related notification or internal staff notification can be monitored and controlled through the ICSM.

Our problem was that a Forum seemed too formal , when most of our users, it would appear, would prefer to Chat . But a chat room is a little too unrecorded or moderated. We needed to offer our clients a live interactive real time communication platform that allowed users to talk freely and send instant messages to one another , while simultaneously keeping the subject matter focused on the designated topic, and archiving messages for review by administrators.

We've got a nickname for the problem . We call it Air Traffic Control , simply because we've seen so many training managers and administrators , land interventions just in time , while asking other programs to "circle " for a while, as they clear the runway .. um sorry classroom.

This logistics stuff, we know; can be a nightmare , taking up too much time and energy ...

This is not simply a series of well -known social media site logo links . Anyone could do that. Rather, it is an opportunity to create a cost effective target audience desirable solution to the challenge of what we call Performance Support .

Performance Support is all those post training add on bits of information , that need to get out to learners , who are back on the job...

This is not simply a series of well -known social media site logo links . Anyone could do that. Rather, it is an opportunity to create a cost effective target audience desirable solution to the challenge of what we call Performance Support .

Performance Support is all those post training add on bits of information , that need to get out to learners , who are back on the job...