This was my final project for my Instructional Design Certificate from The University of Wisconsin-Stout. I acted as Project Manager on a five-person team, which delivered a full training proposal for the following case study:

SykkelParts, Inc. is a European company that sells bicycle parts, primarily in Scandinavia, and is currently expanding its influence to the rest of Europe and across the Atlantic. Due to its expansion, the company has been experiencing some growing pains and has a number of issues of concern that they would like to focus on improving. My team identified the following performance issues that were plaguing SykkelParts, Inc.:

• Poor Call Center customer support.
• Lack of awareness of company policies.
• Falling sales.
• Missed opportunities in Key Performance Indicators (KPIs).

Below are goals that were set forth in order to resolve the performance issues, as well as the vision for how those goals will be achieved.

• Improve Call Center customer service survey data scores by 20% by providing training in product knowledge and phone etiquette to Call Center Representatives.
• Train Call Center Supervisors and Agents so that they are 100% knowledgeable on all relevant policies as well as career progression opportunities.
• Improve sales by 10% over the next fiscal year and move into the top quartile of Key Performance Indicators by educating and training SykkelParts’ sales force.
• Increase employee job satisfaction by 20% by acknowledging hard work and recognizing employee achievements.
• Performance Indicators (KPIs).