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Customer List |
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General Motors
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Sandia National Labs
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US Navy
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Sand Finance
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IBM SBC Communications
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BellSouth
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U.S. Dept. of Energy
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Dupont
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Dow Chemical
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Eli Lilly & Co
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Case Study: Microsoft Corporation
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Training and Development - Customer Satisfaction
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Leadership Training, Customer Satisfaction Training Simulation Tool
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Challenge
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Microsoft recently faced the challenge of simultaneously training 6,500 managers
from around the world on Microsoft's new Customer Satisfaction initiative.
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Solution
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Powersim developed a complex Operational Training Simulation tool that incorporated
Microsoft and industry data. The tool included a detailed computer model that captured
how each Microsoft employee impacts customer satisfaction through his or her actions.
Powersim deployed the tool on over 1,500 laptops at a Microsoft global conference,
where teams of four users spent 45 minutes playing the simulation 2 to 3 times.
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Benefits |
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When simulated over time, the training tool Powersim created effectively communicated
the likely outcomes of the new initiative, if implemented correctly. The simulation
also allowed the managers to explore the impact of their decisions on customer satisfaction,
and the impact of customer satisfaction on business performance.
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