Performance-Based Training

Our job training is highly practical. It comes from our experience supporting system clients who want implementation yesterday. It leverages the expertise of client SMEs (subject-matter experts) who train, give feedback, and mentor trainees in the worksite, using actual source documents, work products, and systems as the primary training tools. The result—cost-effective deliverables that are used both for training and on-the-job reference, that are easily maintained by the client, and that minimize the client's continued need for outside resources.

Representative projects

• Financial Systems Conversion and Implementation When a major consumer products firm bought a services company, they needed to convert various manual processes and legacy systems to a centralized mainframe finance and accounting operation. Our team defined and documented the A/P, A/R, order entry and billing, accruals, payroll, and financial reporting processes for the combined operations. We then trained client SMEs to use the resulting process guides to train several hundred field personnel and deploy the new processes and systems nationally in less than 2 months.
• Brokerage Operations Relocation The account management unit of a worldwide brokerage was relocating to another region. After a failed CBT-based training effort by another vendor, ProWright was asked to help the client prepare for the move. Our team of 20 analysts redefined and documented the processes and jobs of 97 back-office accounting and customer service functions, which used 14 independent home-grown mainframe and client/server systems and numerous PC-based support systems. The resulting Job Reference Guides and custom job-training program enabled client subject matter experts (SMEs) to train and mobilize 500 new hires and have the new site operational in 9 weeks.

• Call Center Training Program For the nation's largest telemarketing and customer care operation, we designed a training process for management, supervisory, and on-line support jobs, and we specified the performance measurements needed to monitor, control, and continuously improve operations. Our deliverables included a broad curriculum for the client's ongoing training and organizational development programs.

• Insurance Operations Processing For the merged new company of two leading property and casualty firms, ProWright defined the new business processes for all commercial and personal lines products offered by both companies. We designed a workshop-based rollout training program for Underwriters, Underwriter Technicians, and other regional experts charged with implementing the new processes and systems in their respective regions. The field response to ProWright's deliverables—the Job Reference Guide Libraries for Personal and Commercial Lines Processing—demonstrated overwhelming acceptance of the JRG Program and culminated in immediate productivity among operations teams.

ProWright Consulting, Inc., 26 Park Street, Montclair, NJ 07042. Tel: 973-746-0500; Fax: 973-509-7339.