Training & Certification Achieved with Blended Learning

Innovative Solutions for the Energy Industry Marketer

Training & Certification

Achieved with Blended Learning

Presented By

Brenda Williams, FPL& Susan Gilbert, Apogee Interactive


FPL and Study-Center.com

• About FPL• Drivers for decision to use Study-Center• Process used to implement the training• Audience and feedback• Success with the Study-Center• Next Steps


Florida Power & Light– a premier utility

FPL Energy – disciplined wholesale power generation

business

FPL FiberNet– wholesale supplier of fiber optics


Largest Electric Largest Electric Utility in FloridaUtility in Florida

Service area

St. Augustine

Daytona Beach

Melbourne

Stuart

West Palm Beach

FortLauderdale

Miami

Naples

Sarasota

Bradenton

Serves half the state


3.944.06

3.16

3.85

90 91 92 93 94 95 96 97 98 99 00 01 02

# of customer accounts(millions)

2.4% growth in 2002

Customer Growth

Added 4 millionth acct. in 2002!


17%17%

6%6%

25%25%

18%18%

34%34%

OilOil

Natural GasNatural Gas

Nuclear*Nuclear*

CoalCoal

Purchased Power

A Diverse Fuel Mix(2002, based on kwh generation)

*Record year for power from nuclear plants



What were the drivers for FPL using Study-Center?• Interested in expanding training medium to include

internet-based– Ability to reach more people in shorter period

– Can access training during down times

– Offered certificates

– Refresher / updates

– Already had partnership with Apogee

• Apogee support available to troubleshoot problems



What was the process?• Buy-in critical

– Met with managers to sell the benefits.

– Presented the benefits to the supervisors at their quarterly meeting. Demonstrated how the Study-Center worked.

– Selected dates and placed them on training calendar.

– Worked with Apogee and IM to modify the enrollment process. (Self enrollment for students. Provided list of supervisors to Apogee ).


FPL and Study-Center.comThe audience and what courses were offered:

•Piloted use of Study-Center in 2000 with about 20 C/I reps

–Fundamentals of Electricity –Course now required for all new reps

•Introduced 5-course Residential Series first quarter 2002

–Apogee worked with FPL focus group–Courses tailored to FPL environment



• 280 Residential Energy Services Reps• 12 RES Supervisors• All reps required to take all courses:

Fundamentals of Electricity: 4-6 hrs Energy Systems Fundamentals: 2-4 hrs HVAC in Warm Climates: 2-4 hrs Water Heating, Laundry & Pools : 2-4 hrs Appliances, Lighting & Power Quality: 2-4 hrs

• 800 Seats purchased in 2002

– mly 1 testommercial / Industrial– Online Systems

• Strategic Account Management System


Benefits to FPL

Blending of e-Learning with classroom training Update employees on new technologies and

refresher skills Provides course completion documentation Allows employees access 24 / 7 Supervisors Summary Report Link to department web site



Next Steps– Continue to offer the courses to new

representatives– Promote availability of Reference Library– Add Situational Spanish to course offering


Some customization upfront

• Meeting with Supervisors & interested parties

• Removed irrelevant topics

• Added emphasis and new material


Unique Blended Approach

• Supervisors “orchestrated” the training

• Some held competitions

• People worked together, helped each other


5 Day Course Becomes eLearning


Sample Module


Learning Objectives

and Objects


Objectives in

Behavorial Terms


Motion Drives Home Key

Points


Sporatic Quizzes

• Reinforce Key Learning Objectives

• Link Back to Information

• Break up the Material

• Maintains Interest

• Assures Improvement in Scores and Accomplishment of Learninoratic Quizzes


Courses

Pre-Test

Final

Course Advisor

Evaluation


Analysis of Results


Data is telling!


Data of fun to analyze


19 Supervisors, average 12 reps each

0

20

40

60

80

100

120

1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19

Pretest

Final


In Summary

• eLearning is coming to the energy industry

• Best foothold where training is required

• Creating ongoing reference library valuable

• People like ability to go at their own pace

• Works best when utility and vendor really engage in the challenge

Training & Certification Achieved with Blended Learning

Documents

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