Rain Bird Corporation was receiving large numbers of technical support calls for a line of irrigation timers. In addition, customers were returning timers as “defective,” although the units were functioning correctly.

Solution

We worked with Rain Bird to analyze the product, its documentation, and the types of questions asked by hotline callers. We re-wrote the product manual, including clear line drawings of the controller faceplate keyed to step-by-step instructions.

Results

Both hotline calls and warranty returns decreased substantially. Rain Bird adopted the manual format for all its controller products. This style of manual has since become the industry standard, used by several manufacturers.

Taco Bell Corporation needed to document everything from accounting procedures to recipes. Before our involvement, procedure manuals were out of date and difficult to use. Process were handed down by word of mouth.

Solution

We conducted a comprehensive needs assessment of the chain’s restaurants. We observed operations, surveyed restaurant teams and corporate personnel, and held focus groups at every level of the organization. Using the findings, we designed a completely new format for the chain’s reference system. We re-wrote standards and procedures to make them easier to read, and developed a comprehensive index for each section. We even designed heavy-duty binders with easels and identified a nearly indestructible paper that resisted water, grease, and tearing.

Results

In usability testing, crew member training time was reduced significantly. Managers and crew members both reported that the new system was easier to use and easier to maintain. Many of the attributes of the new system were adopted by the chain’s sister companies for their reference manuals.

Solution
For each of CPP’s key products, we developed a tagline that could be used across all media and marketing approaches. Working closely with the graphic designers responsible for the company’s new image, we designed and wrote a new series of brochures and posters highlighting the products and their applications in training and human resources. We also helped integrate messages developed for the brochures into the company’s catalog and Web site.

Results
The new, more targeted marketing materials contributed to more consistent messages and a more focused brand. The brochures received several industry awards and helped to drive significant sales in new markets.

Challenge

Several years into an e-Learning initiative for dealership parts and service associates, Ford Motor Company decided to evaluate their courseware from the standpoints of both content relevance and learning approach.

Solution

We analyzed evaluation data for the curriculum. We then completed a comprehensive review of each course, looking at content, usability, learning design, and functionality. Finally, we evaluated the overall curriculum for its fit with dealership job functions.

Based on our review, we helped Ford create new standards for e-Learning development using the latest cognitive research. We simplified the curriculum for several job functions, reducing the number of courses and total training time. We then designed new courses based on the simplified curriculum path and new standards.

Results

Dealership managers and associates described the new courses as more useful and more relevant than the previous curriculum. In addition, Ford’s analysis showed that associates who completed the revised curriculum had significantly higher parts and labor sales, and greater key product sales penetration.