Problem: Clients of a software company were threatening to leave. Software updates interfered with Agile software changing. They were exasperated by downtime caused by software updates and poor customer support and threatening to leave. Internally, employees were frustrated because they did not have sufficient time to get up to speed on software to train their customers. They always felt behind and dismayed by their inability to meet their customers’ expectations.
Solution: PTD led a problem solving session with key people in the company. The team identified a list of potential projects which would solve the problem. PTD used statistical analysis to compare potential solutions and helped the company select the project which would give it the greatest ROI within a short period of time. PTD engineered a unique solution which transformed the training and development process. We rewrote the procedures and trained over 10,000 people regarding the new process.
Results: The entire process (including roll-out) occurred in approximately 1 year and led to a savings of over $15m.