EDIT 451 Post 2-EPSS-electronic Performance Support Systems

Using EPSS into training seems to be a big trend in the future. As we have read the examples in our textbook, I want to share more examples that I have known before. Until I finished reading this chapter, I realized that actually there are so many companies, organizations and schools have been using EPSS.



My relative works for CITI bank USA in the back office. Every three months all the entry level employees have to accomplish a computer-based training program and finished a computer based test. If the employee fail the test, he or she will need to retake the program again and the test by using their downtime. This EPSS training reduced the waste of costs, and human resources. CITI bank saves money by using EPSS training. On contrary, about 6 years ago, I have an part time job opportunity to work for Telephone Marketing Center, CITI bank Taiwan. I remembered all the new hired telephone marketing sales have to attend a 5 days training program which is from 9:00-16:00. The training program was great. But they spend a lot of money on preparing handouts, booklets, slide show, speech and so on. Compared to CITI Bank USA, EPSS training not just saves time but also save money and other unecessary wastes.Back to CITI Bank USA, employees will have to review all the policy, process and job related information every three months. It helps employees review and EPSS training can be continue sly implemented to every new hires.

UCLA CTS is engaging a ticketing system which can generate a serial numbers for customers.
For example, when students call help desk ask about thousands questions, the system will assign the students a number which will be a reference No.. So the supervisors can track how many questions have been solved by help desk staffs. This EPSS helps the whole help desk save time on transferring calls, refer calls to certain staff who helped this customers last time. And supervisors can observe each help desk staffs' performances.

Most companies may still consider that building up a EPSS training may cost more. I have to admit so far, the successful cases we have read are from big companies and schools. However, we can't deny from some point of view, EPSS training has its mastery. It still has a great future to be explored.