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Project:
Australia Post's retail business centres deal with bulk quantities of mail, often from very large customers. The aim of this project was to provide training Business Centre employees, delivered on CD-ROM and on the point of sale system.
Our Brief:
- develop a training module that covers many of the issues confronting Business Centres staff, such as:
- What are the features and benefits of the many products and services offered by Australia Post's Business Centres?
- Risk Management - how to accurately accept and check mail and how to work with customers if there is a problem.
- Postal Contracts - provide staff with an overview on some of the special postal services available to customers regularly sending bulk mail.
- Handling Equipment - how to safely check and use mail handling equipment.
- Coordinating Pickups and Deliveries - coordinating the collection and delivery of mail to customers.
- make the training interesting and memorable and use a variety of media to enhance the learning experience. The training module is professionally narrated, includes a large variety of graphics to illustrate key learning points and also uses video to demonstarte how to check and operate special mail handling equipment, as well as the important process of risk management.
- deliver the module on CD-ROM and on Australia Post's point of sale system. We needed to ensure the module would be compatible with Australia Post's existing technical environment - an important requirement for any project!
- make the module easy to use and let learners see how far they have progressed and scores achieved. As learners complete sections and sub-sections of the training, their progress is noted. When they exit the module and re-enter later, they can quickly see what they have completed and what still needs to be done - a great time saver!
- after all this training, employees and their managers want to see progress! At any time, employee's can print a detailed form on their progress through the module as well as their scores for assessments.
Interesting Bits:
- working with Danielle Harris - Danielle was the project manager and, in many cases, subject matter expert for the training module. Danielle has a lot of experience in developing this sort of training and provided a great deal of valuable feedback to ensure the module would be a success.
- Australia Post employees - We met people from many different parts of the business - all very helpful and dedicated. We gained an insight into a business that affects every Australian.
- the Equipment- Ever heard of a Walkie Stacker or a Kingfisher Trolley? These were just two pieces of equipment we needed to learn about and video for the module.
- barcoding -A relatively new and exciting technology which Australia Post is implementing and Australian businesses are starting to use. It saves huge amounts of time in handling and checking mail, enabling Australia Post to provide even greater efficiencies. Barcoding is a world leading edge technology.
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