IBM Business Consulting ServicesFlorida Power & Light On Demand Learning EnvironmentDeveloped forJune 22, 2004Florida Power & LightIBM Business Consulting ServicesIbm.com/bcsTable of ContentsExecutive Summary3Our Understanding4Our Solution5The Value of Our Capabilities7The Value of Our Tools8Witness Systems eQuality Now and eQuality Producer11Our Ongoing Relationship with Florida Power & Light13IBMs Own Learning Transformation Story14Response to RFP Questions16Pricing23Assumptions25Client References and Citations26IBM Business Terms and Conditions32 Copyright 2004 IBM (unpublished). All rights reserved.If not otherwise expressly governed by the terms of a written confidentiality agreement executed by the parties, the information presented herein is IBM Confidential information and shall only be disclosed to those employees who have a need to know of its contents, shall not be disclosed to third parties or outside Florida Power and Light, and shall not be duplicated, used, or disclosed in whole or in part for any purpose other than to evaluate this proposal for the contemplated business arrangement with IBM without the express written consent of International Business Machines Corporation (IBM). This proposal is valid for 90 days from the date on the cover. Copyright IBM Corporation 2004F04-000397IBM and FPL ConfidentialExecutive Summary The Florida Power & Light Company (FPL) E-Learning Request for Proposal initiates the purchase of a simulation software package to allow the care center training department the ability to create call type simulation training via e-learning modules that will be used to coach Customer Service Representatives. IBM is recommending that its proprietary tool, Content Producer, be used as the web-based training authoring content development and content management engine, and is also responding at a broader and more strategic level.FPL is currently in the initial phase of a three-phase migration, a roll-out that is anticipated to require up to four years before full benefits can be achieved. In the first stage, FPL is defining the care center learning strategy, learning technology standards; e-learning development methodologies, and beginning the re-purposing of existing materials to web-based training/e-learning media.IBM proposes a three-pronged solution to meet FPLs requirement for an On Demand learning environment: tools, integration, and services. Tools: Install IBM Content Producer as the “master” web-based training authoring tool and content manager / repository for shareable content objects. Install IBM Simulation Producer as application-based simulation tool Install eQuality Now from Witness as the mini-Learning Management System for Care Center employees Install eQuality Producer as voice-based simulation toolIntegration: Integrate eQuality Now with FPL SAP Training and Events module and HR data bases Partner with IBM Knowledge Factories (on and off-shore) to out-task re-purposing and programming of existing training to e-content format (web-based and virtual-classroom training)Services: Complete an e-Learning Strategy and Architecture alignment review FPL Care Center Training Developers participate in 1-week training course on using Content Producer and Simulation Producer IBM Knowledge Factory to work with FPL training developers to customize templates and co-develop the first course Provide Change Management support to facilitate transition of both the Care Center end-users and training team to new e-learning model Identify benefits and return on investment projections to support business case for care center training transformation efforts, and track benefitsIBM believes that by following this approach, FPL can dramatically accelerate the implementation of proposed learning system, while reducing the costs of training FPLs Care Center representatives with our proposed solution.IBM has used the power of e-Learning to transform itself, and produce savings in the hundreds of millions of dollars. By using the same approach and tools, IBM can assist FPL in entering the Future of Learning.Our UnderstandingIn order to provide consistent excellent customer service, and to accelerate the speed to proficiency of its care center representatives, FPL wishes to transform its existing approach to training to an On Demand learning environment. FPL is currently in the initial phase of a three-phase migration, a roll-out that is anticipated to require up to four years before full benefits can be achieved. In the first stage, FPL is defining the care center learning strategy, learning technology standards; e-learning development methodologies, and beginning the re-purposing of existing materials to web-based training/e-learning media.FPL currently employs approximately 1300 pe