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TRIUMPHS IN TECHNOLOGY:
Case Studies of MicroSkill Success

References for all case studies can be made available upon request.

Case #1: Big companies require big wins to make a positive and noticeable effect on their bottom-line.

Case #2: A retail organization needed to communicate to their buyers a new approach to replenishing product in the stores.

Case #3: When a major manufacturer implemented a new on-line ordering system, it was critical that their territory representatives and dealers be trained to use it.

Case #4: Being the primary vendor in providing all end-user training for a corporate client with 6,000 employees is a challenge.

Case #1: Specialized Excel Training needed for Category Information Analysts


Big companies require big wins to make a positive and noticeable effect on their bottom-line. In the case of a group of Category Information Analysts, the goal was to track discrepancies between two separate ordering systems. At first, manually sifting though tens of thousands of records every day seemed the only solution; a task the analysts decided was next to impossible, prompting them to seek outside help. MicroSkill was called in. After a brief analysis of the problem, we provided training focused on sorting, filtering, and writing formulas that show matching information in separate lists. Automatic color-coding fast became popular with this group. We showed them how to format information into a readable report format without losing their original format. We then followed up with a 4-hour Excel session to get everyone on the same playing field and to provide tips and tricks. To insure continued proficiency, we then provided an 8-hour Excel session covering the programs more advanced features.
The results:
The training was focused on the department's actual everyday work environment, and we used examples of actual department files in class, which helped tremendously. This department ended up saving $1,500 a month due to the time saving techniques we shared in class. It has yet to be determined, in dollars and cents, what the overall downstream benefits to the company's bottom-line are. However, it has been determined what the ROI is after a 2-year period, minus the cost of training and the cost for employees to be away from their jobs to take the training. The total investment in training was $5,500, and the savings for 2 years was $36,000, resulting in an ROI of $30,550. Now that's a noticeable difference!

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Case #2: Innovative Training Development for Innovative Retail Organization

A retail organization needed to communicate to their buyers a new approach to replenishing product in the stores. The new approach would have to be strictly adhered to, and therefore it was important to communicate how the system worked, and why they would have to have faith in a new way of placing orders. Since the buyers are directly responsible for product delivery to the stores, it was important that they buy in to this whole new replenishment approach. MicroSkill was hired to interview a team of experts that developed the new system, compile the research, and develop a training manual supplemented by a professional PowerPoint presentation. Our mission was to complete the training materials and facilitate preparation of the presenters. The response we received from our client typifies the dedication we guarantee for all of our clients:

"Every now and then we make decisions that make us feel like we really hit a homerun. That is definitely the feeling we have about our decision to partner with MicroSkill for the development of our program. Not only did the end product exceed our expectations, but your focus and commitment to the effort was incomparable."

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Case #3: Nation-wide Training for Web-based Ordering System

When a major manufacturer implemented a new on-line ordering system, it was critical that their territory representatives and dealers be trained to use it. With dealers scattered across North America, it was decided that training would have to be scheduled at sites convenient to dealer locations to be a cost-effective effort. The question was "Who will provide the training." There was no better message that could be conveyed than having their own customer service in-house reps become the trainers. MicroSkill worked closely with applications programmers to develop accurate end-user documentation, and with customer service reps to develop a training curriculum that would hit home. MicroSkill also provided train the trainer sessions for customer service reps, to ensure that their training abilities matched their knowledge base of the new ordering application. Training took place in 70 cities over a period of 3 months, and the training was successful. Within half of a year, 40% of all ordering is taking place through the new web-based ordering system.

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Case #4: Providing a Fortune 500 company with End-user Training

Being the primary vendor in providing all end-user training for a corporate client with 6,000 employees is a challenge. But we must be doing something right - we have been their primary vendor for the past 18 years and continue to innovate, motivate, and listen. We continually rely on feedback from the Helpdesk and key support individuals in various divisions to help us maintain training that meets needs. And, with our focus being to provide customized training, anytime a group of people from the same department calls in to request one of our courses, we jump at the opportunity to incorporate business data that the group will be familiar with.

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