Logical Integrations, Inc. (LII) developed comprehensive Standard Operating Procedures (SOPs) for the American Telephone & Telegraph (AT&T) High Speed Service Delivery (HSSD) center. Since HSSD was a fairly new division within AT&T with multiple, complex functions, LII was commissioned to develop documentation that would simplify leadership’s ability to “see” all processes and functions from “end-to-end” within this dynamic organization.
To develop this documentation—SOPs—LII’s team of organizational development professionals, technical writers, and documentation design specialists interviewed resources from all levels within the organization including: executive leadership, managers, supervisors, and staff to capture the work processes associated with the tasks and functions executed within the division each day. Details captured from the interviews were technically translated and organized in written format for inclusion in a series of documents devoted to specific HSSD functions. To allow leadership and management the ability to quickly pinpoint the source of potential “bottlenecks” or other issues, LII’s team also graphically transcribed the individual processes captured via the interviews in the form of succinct work flows/flow charts. These visual process depictions became invaluable within weeks of publication. LII’s team also graphically compiled an end-to-end flow of all processes within the center, representative of every task and every function within HSSD. The process documentation developed was used, not only to quickly identify and address/solve problems that might arise…it was used to identify areas for process improvement as the development of the functions and activities of the center continued. The successful development of SOPs for HSSD ultimately led to the additional development of SOPs for the Frame Relay, Provisioning, and ACCU-Ring divisions within AT&T, as well.
Customer Agents are technical managers who are part of Customer Resolution Management. Customer Resolution Management is the work function provided to support maintenance/provisioning requests of a specific set of AT&T customers. A designated pool of managers provided value added support to the maintenance experience of a unique group of AT&T customers on a 24 x 7 basis. This customer set generates approximately 30,000 to 35,000 electronic trouble reports each month to AT&T maintenance centers.
Logical Integrations provided approximately 32 CUSTOMER AGENTS who supported the AT&T Customer Resolution Management function during the first hour after the customer’s problems are identified by the service center and remain unresolved. The CUSTOMER AGENT would take ownership of the customer’s maintenance problems and work toward obtaining a resolution with both internal and the external customer until it was determined that escalation was needed. The problems handled at this level significantly reduced the amount of unresolved tickets being passed on or escalated to the Customer Relations Managers/Technical Managers.
This project presents a unique requirement due to the highly sensitive time frame in which the Logical Integrations team would be engaged. In order to address this need, a heightened level of customer service was required. Logical Integrations developed and delivered not only technical training, but customized customer service training to enable them to address multiple touch points of service in order to handle the problems for these customers. The team achieved “excellent” ratings in both the productivity and customer service categories.
Result Achieved: The Logical Integrations team achieved 24% or higher improvement in every measured category over the previously posted AT&T results.
This project required the skills of 17 Customer Agents who were technical managers to work as part of a Customer Resolution Management team. The Customer Resolution Management work function was provided to support maintenance/provisioning requests to designated AT&T global customers, who generated trouble reports each month to AT&T maintenance centers. Due to the unique customer set the agents supported, they had to be proficient not only technically but also from a customer service perspective. The primary services supported include both data and voice and examples are frame relay, private line, ATM/IMA, AT&T Megacom/Megacom 800, ISDN, Software Defined Network (SDN), ONENET, and Digital Link (ADL) as well as others. The agents were required to interact with these highly sensitive data customers regarding issues that severely impacted their respective businesses.
In addition to the technical training that each agent received, LII was contracted to develop and deliver customer service training to enable them to interact with these highly sensitive customers.
Results Achieved: The team achieved “excellent” ratings in both the productivity and customer service categories.
Logical Integrations, Inc. (LII) was commissioned by American Telephone & Telegraph (AT&T) to provide technical training regarding the use of Microsoft Suite software to employees at various levels of experience within the client’s organization. LII used the ADDIE approach to design, develop and deliver software training to more than 100 technically appointed AT&T (formerly BellSouth) employees. Employees who completed the course demonstrated an immediate increase in productivity levels, having received an increase in understanding of the purpose and methodologies for use of the programs included in the Microsoft software suite.
Logical Integrations, Inc. (LII) was commissioned by the Birmingham Business Resource Center (BBRC) to deliver Kauffman FastTrac® training for 18 business executives in each of three separate sessions. LII training experts provided supplementary training materials (inclusive of binders, packets, resources, and references) and audio visual components (such as an electronic presentations, sound, posters, banners, and directional signage) for the execution of this endeavor. FastTrac® participants received practical, hands-on business development experience designed to help them hone the skills needed to create, manage and grow a successful business. They received personalized attention and collaborated, under the direction of LII trainers in a safe, experiential learning environment.
Caddo Parrish contracted with Logical Integrations, Inc. (LII) to document the processes, business functions and tasks associated with the operation of the Assistant Parish Administrator’s office. This included reviewing Federal, Louisiana and Caddo parish laws, codes and regulations; reviewing currently available documentation; interviewing parish personnel; recommending formatting alternatives; documenting departmental functions, producing final SOPs.
As a result of LII’s efforts, the Assistant Parish Administrator experienced an increase in productivity. The standardization of processes in written format heavily contributed to this increase, causing the Assistant Parish Administrator to recommend that other departments pursue developing SOPs, as well.
Coca-Cola Enterprises (CCE) contracted Logical Integrations, Inc. (LII) to develop an interactive, electronic magazine that served to apprise personnel of a new performance management initiative. The customer wanted an engaging, high-impact, multi-media solution to disseminate this critical information. As a result, LII documentation development specialists interviewed CCE management to determine the content for inclusion in the tool. Graphic and media design specialists outlined a design concept and collaborated with CCE to add usability elements that would appeal to the target audience. Designers programmed the electronic magazine content, inclusive of photos, videos, audio, and text.
Coca-Cola Enterprises (CCE) contracted Logical Integrations to develop and deliver a comprehensive training curriculum for the development of basic managerial and interpersonal skills for over 2,300 mid-level managers. This eight-module course is highly interactive, (accompanied by full-length, engaging presentations), debriefing games, role-plays, breakout discussions, and “record and recall” exercises. Since its implementation, this managerial training curriculum has been successfully delivered to more than 3,300 CCE managers.
Coca-Cola Enterprises (CCE) identified a company-wide need for the uniform orientation of all new hires to their organization, wanting to provide an engaging and memorable curriculum to encourage and excite new hires of their forthcoming experience with the organization. As a result, CCE contracted Logical Integrations, Inc. to develop and provide: Training Manuals – Facilitator Guides and Participant Guides to cover 24 classroom hours. Content includes employee benefits, policies, company history, safety, inclusion sexual harassment and products and services. Supplementary materials include HR acknowledgement forms; Interactive Learning – Content reviews conducted as interactive team games that allow participants to recall newly received information in a competitive, team environment; and CD-ROMs – Multiple combined sources of audio, video, interactive games, and PowerPoint presentations included on a single delivery media to enhance the learning experience for all learner types.
All deliverables developed for CCE by LII were distributed both domestically and internationally. The program was disseminated in Canada and garnered tremendous support and accolades within the CCE organization. The program was also recognized as a program of excellence, benchmarked by the Wal-MartTM Corporation in their effort to develop a new hire orientation program of equal or greater success. Over 18,000 employees were trained, resulting in a 34% decrease in employee turnover and nearly $200,000 expense reduction.
Coca-Cola Enterprises (CCE) contracted Logical Integrations, Inc. (LII) to design and develop a Mini Quick Reference design and develop an SMI Mini Quick Reference document for its Operations department. As no documentation was available from the equipment manufacturer, LII was tasked with interviewing SMEs, shadowing machine operators, and researching available published documentation to fulfill this engagement. Upon completing the initial review of these resources, followed by the completion of a gap analysis, LII determined which pieces of information were most critical and vital for inclusion in a manual that would allow for the continuous, successful operation of the SMI machine on a daily basis. After the development and implementation of this durable, color-coded, easy-to-use mini manual was adopted by a CCE’s SMI machinery operators, CCE experienced a reduction in SMI machine downtime. SMI supervisors also noted that less accidents were reported as it related to improper use of the SMI machines.
Project Pinnacle was Coca-Cola Enterprises’ (CCE’s) nationwide rollout of their SAP Enterprise Resources Planning (ERP) Application. CCE outsourced the fulfillment phase of this ERP implementation to Logical Integrations. The program consisted of 37 courses, 21 national delivery locations and 523 orders delivered. In addition to overall Program Management, Logical Integrations, Inc. (LII) provided Project Management services, which required expertise in planning, communications, logistics, and coordination with a vast network of site managers, nationwide. LII developed, formatted, produced and distributed Business Process Improvement and SAP training materials for CCE’s ERP Implementation, achieving a 100% on-time delivery performance. Additionally, the CCE site project managers rated the consistency of the course materials as ‘Excellent’.
Logical Integrations, Inc. (LII) was contracted to update Coca-Cola Enterprises’ (CCE’s) Key Account Manager Training Program. Key objectives included CCE’s desire to standardize the Program and to make the curriculum more interactive. The new course would be is a 3-day Instructor-led course delivered by CCE managers. For this endeavor, LII was responsible for:
The course designed and developed by LII was delivered to 652 CCE Key Account Managers (KAMs). The training was well-received, and subsequently used to establish consistency in CCE’s daily operations, allowing KAMs to increase their bottom-line/realized profits.
Logical Integrations designed and developed Coca-Cola Enterprises’ first formalized mentoring program which has been embraced and utilized by the employees in the United States and the United Kingdom.
To ensure that the next wave of managers is qualified to assume leadership roles in the organization, CCE requested the assistance of Logical Integrations to develop and implement the formal CCE Mentoring Program as an enhancement to their professional development programs. At CCE, the CCE Mentoring Program is a formal learning partnership that fosters creative thinking and knowledge sharing by a willing, experienced leader to assist another leader in professional development.
These mentoring partnerships once formed, require a minimum of a 6 month relationship between the partners. The mentor, someone who has demonstrated proficiency in key performance areas, is partnered with someone who needs additional development in the same skill. The partners meet each other either face-to-face or through the use of any of the 21st century communications tools. These mentoring partnerships are based upon mutual respect and working toward a common goal during the relationship period. The mentor coaches the mentee on specific aspects of the mutually agreed upon performance goals of the partnership.
With its global implementation, LII made the necessary modifications to the core product to maintain program integrity and consistency, while meeting the client’s requirements for application in the culture of the United Kingdom. LII utilizes a web-based catalog ordering system to facilitate the ordering and distribution process to ensure that our clients are able to receive their materials to deliver their training on-time. The timely and accurate shipping of all materials support this client globally and is key to their success.
Logical Integrations provided strategic planning, oversight, facilitation and provision of a 3-day kick-off and training program for tobacco control leadership training for grant recipients from throughout the United States and U.S. territories. The program included sessions on tobacco-related topics designed to further the national tobacco control (TC) efforts of grantee leadership staff.
Additionally, LII planned, hosted, and successfully implemented a twelve-month long Leadership & Sustainability School (L&SS), to promote the CDC Office on Smoking and Health’s (OSH’s) concept of leadership development and TC program sustainability.
As a part of the L&SS, LII collaborated with CDC to develop a 2-day conference agenda, recruit speakers, and facilitate training sessions for selected national leaders. Adult-learner techniques were applied in the presentation and delivery of TC-related content to maximize participant interaction and involvement throughout the conference. The positive response and success of this endeavor resulted in CDC contracting with LII to provide the L&SS for additional groups of leaders from 2016 through 2019.
The Centers for Disease Control (CDC) contracted with Logical Integrations, Inc. (LII) to facilitate a Kick-off Meeting and train grantees on the execution of the Funding Opportunity Announcement (FOA) DP 14-1415 grant. In addition, other priority topics pertinent to the Office on Smoking and Health (OSH) would be included in the discussions of this multi-day meeting. LII was responsible for overseeing the development [delivery] methodologies for the Kick-off Meeting and for implementing a plan for the 3-day Kick-off/training event to be attended by CDC grantees and national partners.
LII’s team of meeting facilitation professionals collaborated with CDC leadership to develop content for the Kick-off Meeting, and to select and screen meeting presenters. All aspects of the meeting, from logistics (e.g. lodging, meeting venue, catering, etc.) and content development to delivery were coordinated by LII. LII also developed a secure website to disseminate course materials (e.g. agendas, presentations, training supplements, etc.) and information related to the meeting.
Logical Integrations is currently designing, developing and implementing technical assistance and training deliverables for CDC grant recipients and for CDC’s OSH/PSB personnel. Training services/deliverables provided include:
For the implementation of this project, LII developed an enterprise web portal for the integration of many of the services/deliverables developed. LII also collaborates with the client to ensure each project enhances the skills/abilities of the identified target audience or service/deliverable recipient. In addition, LII’s team of training developers work to provide increased opportunities for service/deliverable recipients to learn new ways of performing their job duties in support of the sustainability of tobacco control programs across the United States (U.S.) and within the U.S. islands and territories.
Some of the “notable wins” which LII has experienced over the last four years include:
LII continues to provide extensive training and technical assistance, working as a valued partner with CDC to positively impact the health of citizens and visitors to the U.S., daily. Additional services are currently being designed, developed and delivered to meet the immediate needs of the tobacco control community.
The City of Albany Water, Gas & Light Commission of Albany, Georgia (WGL) contracted Logical Integrations, Inc. (LII) to present a workshop for a group of its key employees in a small group format to address deficiencies in department’s interactions with both internal and external customers. The General Manager requested that LII help re-focus WGL’s approach to customer service and assist them in bringing about the behavioral changes needed to ensure that outstanding customer service would be provided to WGL’s constituents.
For this engagement, LII delivered a Customer Service Training session consisting of four modules selected from our Customer Service Curriculum to meet the specific needs of WGL management. In addition, WGL management requested that LII solicit the views and opinions of the participants for the purposes of solving problems that might be of issue to WGL management in the near future. LII conducted small group briefings to obtain the requested data, and followed-up the collection of data by documenting and analyzing what was received. LII, then provided a final report of findings to WGL management for use.
Finally, LII developed and utilized a “handbook” for employees, coupled with interactive course content, including videos and group discussions. This “handbook” served as a process documentation guide to motivate participants to talk openly about the need for improving their level of customer service and what it would take to do so.
Results Achieved: Logical Integrations met the customer expectations, providing a training schedule, training materials, and follow-up reporting and results analyses for WGL. Logical Integrations, Inc. delivered highly interactive modules to selected front line personnel. The follow-up report consisted of participant’s comments, suggestions and possible solutions. We performed an analysis of the data collected and determined our recommended action plan. We then provided a final report to the GM. WGL is still utilizing the “Creating and Managing Great Customer Service” handbooks we provided for continued reinforcement. We were commended for our “fantastic professional service delivery”.
The City of Decatur contracted with Logical Integrations, Inc. (LII) to partner with the City to provide an effective Customer Service Training Workshop for their customer-facing employees. The goal was to ensure the employees were in alignment with the mission of the City relative to the deployment of a high level of customer service for both their increasingly globally diverse internal and external customers. The City requested assistance in developing a “road map to excellence” as part of an ongoing initiative in professional development for their employees.
For this engagement, LII delivered a Customer Service workshop to meet the specific needs of the customer-facing employees working in the City’s government offices. LII demonstrated its flexibility by conducting the workshop on a Saturday to accommodate the schedules of participants. LII also served as a neutral party to assist attending managers with varying perspectives from different departments in resolving disputes and disagreements. LII’s goal was to elicit the individual views and assist the participants in reaching a common view of the meaning of excellent customer service.
The Department of Defense's Defense Finance and Accounting Service (DFAS) Center contracted Logical Integrations, Inc. (LII) to provide three highly interactive, 8-hour communications training sessions for its supervisory team members. Upon contract award, LII was in contact with DFAS leadership to further determine their needs, following which time our team of developers began to customize a commercial off-the-shelf communications course for DFAS. This course, entitled Communicating Across Cultures, was designed incorporating widely tested, highly effective adult learning principles and techniques that would both capture and maintain the interest of each attendee during each day of training.
The curriculum provided participants with a foundation that focused on “noting the differences” among themselves, while “acting on the commonalities.” In this manner, participants began to explore the cultures and values of individuals who weren’t exactly like themselves. Building upon the knowledge and recognition of various cultures, participants reviewed the basics of the components of communication and the styles of communication that exist. In addition to traditional lecture, participants were engaged in interactive learning activities, a cultural simulation, small group and large group discussions to better explore the facets that make up communication and attribute to the manner in which humans interact and communicate with one another. Finally, the course presentation included video, audio, animation, flash, photos, and 3-D artwork (among other elements), that not only kept participants’ attention, but also increased participation among course attendees.
Results Achieved: Evaluations conducted upon the completion of each class scored the LII team, overall, at 4.75 on a scale of 1 (Poor) to 5 (Excellent) indicating their satisfaction with the content, participant materials, exercises, and facilitation of the workshop. During breaks held during the course of the day, participants expressed their appreciation for the course and the level of “fun” they were having, given the structure of the course “wasn’t a typical lecture void of interactive activity.” Many participants expressed that their entire teams should take the class and expressed that they would recommend the class to peers in an effort to have LII return to conduct the same session for others who might also benefit from the class.
The Dougherty County commissioned Logical Integrations, Inc. (LII) to partner with its management team to increase focus, motivation, and production in certain strategic areas—one of those areas included customer service. In response to the County’s identified need, LII professionals proposed, designed, developed and delivered customer service training for middle management and occupational employees in the Administrative, Human Resources, and Water Gas and Light departments. For this endeavor, LII not only developed a customized Customer Service training program curriculum designed to meet the specific needs of those working in government and public sector offices, LII also developed and designed interactive course content that allowed participants the opportunity to view videos, participate in experiential exercises, and engage in dynamic group discussions where they were able to speak candidly about dealing with difficult customer service situations. Upon the completion of each department’s attendance in the customer service training sessions, Dougherty County realized a marked improvement in customer service delivery by their employees, validated by feedback received from City customers.
LII conducted motivational training to address the obstacles extant in the current work environment. Infused teambuilding concepts to promote more positive reactions to change within the workplace.
The Federal Highway Administration (FHWA) contracted Logical Integrations, Inc. (LII) to develop an interactive e-learning training module for its Civil Rights program area. The purpose of the deliverable was to provide detailed, sufficient information regarding the Americans with Disabilities Act of 1990 and Section 504 of the Rehabilitation Act of 1968 to interested parties nationwide.
Upon contract execution, the LII team collaborated with the FHWA’s Resource Center Team to determine the most effective manner to engage the intended audience. LII also noted the desired points of interest for dissemination, as directed/identified by the FHWA. LII gathered, analyzed and refined the data necessary for inclusion in each modular unit of the overall deliverable and presented a product that was self-driven, fully narrated, and 508-compliant. This innovative deliverable included Interactive Games, Quizzes, and Animated Slides to maintain the interest of the end-user. Additionally, LII included colorful photos, music, and attached reference materials, to enhance the overall appeal of the final presentation.
LII complied with all standards, federal guidelines, and contractual specifications necessary to successfully engage and execute this contract.
Logical Integrations, Inc. (LII) was contracted by The Federal Highway Administration (FHWA) to redevelop their existing on-site review video to provide Disadvantaged Business Enterprise certifiers with the information necessary to conduct a DBE on-site review. The purpose of the deliverable was to provide viewers with a basic knowledge of their role and responsibilities with regard to 49 CFR 26, outlining the DBE Program. LII was charged with revising the current script provided by FHWA Subject Matter Experts (SMEs) -- updating and condensing the information provided down to the essential elements. Further, LII was asked to develop a 30 minute video that would be up-to-date, self-driven, narrated, and interesting.
Upon project initiation, LII collaborated with FHWA SMEs to determine the artistic and content direction of the script. LII’s team reviewed the existing script and video, began scouting talent and designing custom props that would separate this FHWA product from other existing training. The team also designed a storyboard to provide FHWA leadership with a visual depiction of how the video would be developed. Upon receiving approval from FHWA on the branding and storyboard provided, LII’s design staff began programming the branding for the deliverable. Our illustrators also began drawing the concepts to be presented/discussed throughout the video. The custom illustrations were “brought to life” when Interactive Learning Developers began programming the video to include the branding introduction, animated text, voiceover audio, complementary music, and “pan and zoom” movement/transitions, along with the illustrations to complete the piece.
The video, once compiled, tested, and completed allowed end-users to review the information provided at their own pace. The deliverable was also Section 508-compliant, allowing those with disabilities access to review the CD, without issue, as well. Finally, LII complied with all standards, federal guidelines, and contractual specifications.
The Federal Motor Carrier Safety Administration (FMCSA) contracted Logical Integrations, Inc. (LII) to provide Profiling in addition to Conflict Mediation & Teambuilding training for FMCSA managers and executives. Information obtained during the Profiling phase was utilized in the development and full customization of the training sessions. In the workshops, LII incorporated a blended learning approach (presentation-accompanied lecture and hands-on exercises/activities) to ensure maximum knowledge/skill transfer.
Upon being contacted regarding the need for the training, LII was informed of the departmental issues, quality requirements, and short turn-around time (ten business days) available to prepare and present the executive session. LII assured the FMCSA of its ability to adhere to the established requirements; and upon contract execution, the LII team was able to successfully determine the needs of the audience assisted by the utilization of an LII-enterprise survey distribution tool. Upon the gathering of the survey results, client interview and LII team research, LII’s development team developed and delivered the Executive Conflict Mediation & Teambuilding session in less than ten (10) business days.
The Federal Motor Carrier Safety Administration (FMCSA) contracted Logical Integrations, Inc. (LII) to provide Diversity Sensitivity training for more than 300 FMCSA managers and staff, sensitizing FMCSA employees to the importance of diversity awareness and inclusion. In this session, LII incorporated a blended learning approach (presentation-accompanied lecture and hands-on exercises/activities) to ensure maximum knowledge/skill transfer.
Upon being contacted regarding the need for the training, LII was informed of the departmental issues, quality requirements, and turn-around time available to prepare, customize, and present the session. The LII team then successfully determined the needs of the FMCSA’s targeted audience by utilizing an LII-enterprise survey distribution tool. The results collected from completed surveys, in addition to brief interviews with the client’s project team prepared LII’s development team to further develop and customize its diversity training session to specifically meet the FMCSA’s targeted needs.
LII developed and delivered a highly interactive diversity session, allowing participants to role play, engage in discussions of interest, assess the source(s) of potential internal biases, and participate in simulated societies having completely “differing societal norms”.
On average, participants rated the sessions at 4.8 on a 5-point scale. Participant comments stated that they “also enjoyed the Simulation element that brought the subject matter to life, making it very real.”
Georgia’s Fulton County government contracted Logical Integrations, Inc. (LII) to provide standard operating procedure documentation design and development services for its administrative departments, beginning with the Department of Purchasing and Contract Compliance (DPCC). The primary function of this department is the oversight and management of procurement and contract compliance for the County. The County contracted LII to update existing documentation to look for operational efficiencies and to ensure continuity of business for DPCC procedures.
Based on LII’s understanding of the interdependencies of legislative requirements, Board of Commission policies and the daily functions of the DPCC, LII began the project by ensuring the linkages were established and available. LII’s analysis team conducted in-depth interviews with Subject Matter Experts (SMEs) provided by the County to review each function within the DPCC organization. From these interviews, the LII team collected data, conducted a gap analysis, using NASPO standards as comparative/benchmarking tools. LII then compiled a report of its findings for submission to County and DPCC leadership.
Following the presentation of its initial findings, LII’s team of professionals developed the prototype Standard Operating Procedures (SOPs) template. Upon approval, LII began to format the DPCC standard operating procedures. LII delivered a complete and detailed SOP document, inclusive of an organizational structure overview, process flow maps, SIPOC tables, process detail, governing authorities, personnel roles and responsibilities, and a comprehensive DPCC-related terminology glossary.
The General Services Administration (GSA) contracted Logical Integrations, Inc. (LII) to provide personnel assessments in addition to Teambuilding training during a 2-day workshop for its Marketing and Support Branch (MSB) team members. Upon award receipt, LII contacted the GSA MSB team leader to further assess the team’s departmental issues and dynamic composition. LII used this information to design and develop a custom leadership curriculum that would enlighten, engage, and inspire GSA attendees during the 2-day session.
Prior to conducting instructor-led classroom training, LII professionals facilitated the dissemination of individual personality assessments to MSB team members, preparing and packaging the results for distribution and review during the training. Once in the classroom, LII experts conducted an introductory exercise that immediately engaged MSB participants and provided an opportunity for team members to identify strengths and weaknesses held by their team. Further, participants were able to notate areas for which they might gather solutions to improve their team’s productivity and interaction from information delivered in their customized participant guides.
The curriculum allowed participants to focus on themselves for the first portion of the training and then moved its focus to the group (or team), as a whole, whereby participants could apply what they learned about themselves to more effectively interact with other members of their team. Interactive exercises and activities allowed participants to interject their personal experiences and communicate with one another to successfully reach solutions beneficial to their team. The course culminated with an activity that allowed participants to identify the mission and goals of their team for use in the future within their department. Positive peer messages and reinforcement were provided, leaving participants with a “springboard” that would facilitate actions that would better the team’s morale and ability to perform in their workplace environment.
Post-event evaluations distributed to participants scored the LII team, overall, at 4.8 on a scale of 1 (Poor) to 5 (Excellent) indicating their satisfaction with the content, participant materials, exercises, and facilitation of the workshop. Further, the GSA MSB indicated their observations of a positive change in participants’ ability and willingness to effectively communicate with and interact with other members of their team. The team’s desire to take ownership and respect one another has also taken a noticeable turn for the better.
Morehouse College contracted Logical Integrations, Inc. (LII) to conduct a Customer Service seminar that would address how leadership and staff should approach and handle customers both internal and external to the Morehouse College organization. The 8-hour session focused on reviewing Morehouse’s adopted definition of “customer service,” then proceeded to provide a more detailed understanding of what defines a customer. In addition to receiving some traditional lecture on foundational points of importance, training attendees participated in role plays and exercises that better helped them to understand complex subject matter from the customer’s perspective.
Management and staff attended separate, customized sessions and were encouraged to engage in open, honest dialogue regarding the issues they deemed prevalent to the organization, from their respective perspectives. Both sessions provided tips and techniques on how to: “deal with difficult customers;” effectively address and/or relieve stress in difficult situations; and understand the “Fantastic Service Equation.” In addition, managerial trainees engaged in a “Leadership 4.0” module that focused on leadership skills and abilities required to successfully function within the Morehouse College organization. Managers also were asked to focus on the importance of each student—viewing each student as customers, internal to the organization.
Results Achieved: Morehouse Customer Service training management and staff participants expressed their appreciation for being able to openly dialogue with regarding customer service-related issues that have been difficult to address in the past. Evaluations rendered regarding the services Logical Integrations delivered indicated that participants were pleased with the use of training materials (e.g. presentations, training videos, exercises, break-out sessions, discussions, and role plays). Many attendees indicated that they would recommend the course to others.
The annual Global Coca-Cola TM Meeting served as a venue for Coca-Cola marketing and brand executives to strategize. For this endeavor, Logical Integrations, Inc. (LII) was contracted to provide a comprehensive project plan and customized “creatives” (i.e., name tents, badges, dinner cards, etc.) for use during the event. Larger-scale deliverables included videotaping of the general session and two breakout sessions, stenographer services, 11 DVD set of all sessions, an online directory complete with photos and contact information, iPods loaded with meeting presentation and music, and a “minutes” deliverable saved to CD. Further, LII assisted with set-up and troubleshooting issues.
The U.S. Army at Fort Hood Texas (Fort Hood) contracted Logical Integrations, Inc. (LII) to provide supervisory and future leader training development and delivery for its Civilian Leadership Development Program (CLDP) training participants. Upon award receipt, LII began to “revamp” program materials previously developed by Fort Hood staff to better three of their CLDP classes: Customer Service (for the Supervisor), Customer Service (for the Employee), and the 4-day Management Development Workshop.
In addition, LII was tasked with developing completely new training courses to augment the classes previously offered. These courses included: Trust Factor—This course focuses on the importance of gaining trust from peers and employees, allowing participants to learn about the elements of trust and how to view others in a way that promotes unity, trust and goodwill. Effective Communication—This course was designed to help participants set goals and define actions for developing and enhancing their current communication abilities; the course also set the groundwork for participants to succeed in every communication engagement. High Performance Leadership Series (2-day)—This course focuses on the five major leadership roles. It also teaches participants how to become a leader that brings out the best in people by empowering others to succeed. Coaching Series (2-day)—This course focuses on communicating the vision of the Fort Hood organization and provides practical ways for employees to get engaged in the coaching process.
Once finished, LII’s trained facilitators delivered the seven-course CLDP curriculum, as requested by Fort Hood leadership for program participants. Facilitators used all-inclusive presentation media that included not only the PPT presentation, but also interactive games, activities, images, music, and break clocks during each class session. Facilitators “outfitted” the classrooms with posters, candy, and other essentials to maximize participants’ learning experience. Course participants received participant guides that allowed them to take notes and capture “AHA” moments throughout their training sessions. These guides included “need-to-know” as well as additional, “nice-to-know” information participants could take away from the course.
Results Achieved: Participants consistently scored the LII-developed and delivered courses an average of 4.5 on a scale of 1 (Poor) to 5 (Excellent) indicating their satisfaction with the content, participant materials, exercises, and facilitation of the curriculum courses.
The United States Citizenship Immigration Services (USCIS) Verification Division contracted Logical Integrations, Inc. (LII) to analyze and evaluate their Division’s training program. LII conducted a comprehensive training needs analysis of the nine branches of the Verification Division and its employees; and provided USCIS with a formal Training Needs Analysis Report. The report included recommendations for training and developing process documentation to meet the needs of the employees of the Verification Division. LII revised the Division’s SAVE and E-Verify SOPs, automating the completed SOPs for electronic delivery. LII successfully developed an extensive curriculum consisting of 41+ modules for the Verification Division’s Status Verification Operations group.
Logical Integrations, Inc. (LII) was contracted to support and assist the USCIS ACA, NRCC in the development of a comprehensive training program. LII provided advice and consultation to the program, based on proven expertise in training and education. LII was also responsible for assisting the ACA, NRCC in analyzing current and project training needs, analyzing performance gaps, and determining appropriate corrective actions. LII recommended improvements/enhancements to training courses, developed standardized training material, and provided instruction about USCIS processes, immigration and naturalization law, and other sections of law, expectations, regulation and/or statues related to the USCIS Verification Program.
W.W. Grainger (Grainger) contracted Logical Integrations, Inc. (LII) to deliver entry- and intermediate-level Microsoft® computer training on the Word, Excel, Access, and PowerPoint applications to more than over 160 Grainger employees for the development of basic and advanced computer skills that would enhance the productivity of Grainger’s current staff of office professionals. Upon meeting with Grainger management to better understand the areas of strength and areas where improvement was needed, Logical Integrations reviewed its in-house Microsoft® training courses and customized them to best address the immediate needs of the “typical” Grainger end-user.
Each course, on average, lasted 8-16 class hours, where participants each had access to a computer unit, printed exercises, and supplementary materials that would aid in their ability to practice in and better understand the Microsoft® applications being reviewed. Participants asked questions and interacted with not only the instructor, but with one another, as they attempted to solve basic issues and complete tasks that could be applied and utilized during their day-to-day tasks in the workplace.
Modules were designed to include exercises and colorful graphics, providing models to which participants could refer if they desired to practice the techniques and information received during each training session, later. Each topic conceptually added to each previous topic, gradually introducing participants to more technically advanced information in each application. LII professionals encouraged participant input, questions, and peer-to-peer tutoring to increase each participant’s level of comfort and confidence with their ability to successfully maneuver the MS Office applications prior to the completion of each course.
Results Achieved: Within two weeks of course completion, LII was notified by Grainger leadership of the noticeable increase in the level of proficiency amongst Microsoft® users who attended the sessions delivered by LII trainers. Grainger employees demonstrated an increased level of knowledge and productivity using Microsoft® applications and were able to successfully help others in the workplace environment who were not as familiar with certain concepts or techniques. Leadership also noticed a decreased level of technical timidity amongst its Microsoft® users and a positive increase in morale due to employees’ assertiveness and feelings of accomplishment regarding their ability to successfully and more easily perform their daily tasks.