Custom Training - Five-Step Troubleshooting Workshop

The Case: International Game Technology (IGT) provides onsite and phone support to its casino customers. In addition to front-line support people, IGT has a system for escalation of problems. IGT executives realized that expansions in their customer base meant that traditional methods were not providing the level of customer satisfaction they desired and were costly as well. IGT has a strong training department but didn’t have the ability to put together a custom training package in the timeframe needed. 

The Training Solution

IGT checked with Deborah O’Gorman, the director of Workforce Development and Continuing Education at Truckee Meadows Community College (TMCC), who referred the case to Eileen Webb.

Within a few weeks the custom troubleshooting pilot class was in session, and it satisfied IGT's needs for a general troubleshooting class suitable for field, phone, and engineering support people. 

The hands-on workshop used hairdryers in a fun, troubleshooting case study to give participants the opportunity to learn and practice the 5-step troubleshooting method. After three sessions, IGT chose to license the class and bring it in-house.

Custom Process Documentation and Training

The case: Nichols Consulting Engineers provides infrastructure and environmental engineering as well as research and training and asset/pavement management services to their clients. Project Management is a core competency at most civil and environmental engineering firms, but Nicholds Consulting Engineers had a number of experienced project managers as well as engineers, scientists and field personnel who were relatively new to project management.

The Documentation and Training Solution

Nichols Consulting Engineers needed to standardize and document their project methods as well as train people so that these best practices could be used by everyone managing projects. The firm selected Streamline Consulting Associates to document their processes and to combine that information with good project management practices.

We created custom training for the company's employees. We created a two-day class for new project managers and a half-day class for managers and experienced project managers. Our achieved goal: consistent, good project management practices in place.

 

Contact Streamline Consulting to assess your process and achieve your business goals.
Call us at 775-888-9890. Or email: ewebb@streamline-consulting.biz