quality & the customer: getting it right mike dodge director of e-learning ft knowledge
TRANSCRIPT
Quality & the Customer:
Getting It Right
Mike Dodge
Director of E-learning
FT Knowledge
E-Learning
The Commercial Point of View Quality Products Satisfied Customers
FT Knowledge Pearson plc
Pearson Education
Penguin
FT Group Financial Times FT Business FT Data FT.com
FT Knowledge
Training Division of the FT Group Training Provider Course Developer
Financial Services Industry Global Company
We Provide Financial Education to Help Business
What We Do
Classroom Instruction Day Evening Seminars
E-learning Off-the-Shelf Custom Projects
E-learning Programs
The Guide Interactive Exercises Instructor Support On-line Assignments Exams Glossary Student Tracking and Information
E-Learning Platforms
Learning Management Systems Docent Vcampus AICC/SCORM
Learning Content Management Systems
Asynchronous/Synchronous Systems Centra
Quality -- What Is It?
Quality -- What Is It?
Meeting the Customer’s Requirements
Working with Clients
Corporate Clients Customer Perspective FTK Perspective
Working with Clients
Project Management Approach
Working with Clients
Project Management Approach
Identify Stakeholders
Define Requirements
Plan The Project
Implement The Project
Support The Project
Project Management Approach
Identify Stakeholders
Define Requirements
Kick-Off Meeting
Regular Follow-Up Meetings
Align with Business Goals
Plan The Project
Implement The Project
Support The Project
Project Management Approach
Identify Stakeholders
Define Requirements
Plan The Project
Implement The Project
Support The Project
Working with Clients
Change Management Murphy’s Law Prepare for the Unexpected Anticipate Manage Change, Don’t Control It Be Flexible Communicate – Tell, Tell, Tell
–
Working with Clients
FTK Experience – A Short Story
Lessons Learned
Understand the Costs vs. Benefits for All Parties
Define Business Goals (and Requirements) and Match with Technology
One-size Doesn’t Fit All Communicate, Communicate,
Communicate
The Future Classroom vs Web vs Self Study
The trend appears to be toward more blended or combined courses
Provide SCOs Combine and Recombine Only What’s
Needed Issues With What Level Is Best
Quality Projects
Understanding the Customer’s Requirements
Communicating with the Customer Then Meeting The Requirements Ensures We Can Deliver Quality
Products and Have Satisfied Clients
Conclusion
Combination of our Skills Knowledge Experience Project management Course development e-learning
Gives Us the Capability to Create and Support Our Clients in All of the Learning Projects They Need