Presenters:
Adam Zaller, Director, CS University, NCR

Title:
Top-grading the Skills of a Technical Services Workforce Using Perception!

Synopsis:
NCR is a global company, with over 6,000 field-based customer engineers. These associates work on complex electro-mechanical products and require extensive training. In 2008,NCR established a skills-based certification initiative to recognize and reward customer engineers for mastering job-related skills. This best-in-class, skills-based certification program is divided into four content areas: ATM, Retail POS, Self Check-out, and Payment. Each content area has four levels of certification: Basic, Advanced, Expert, and Master. More than 400 CEs have now been certified on a basic level, in the ATM, Retail POS, or Self Check-out content areas. The other three certification assessment levels are being implemented in 2009.

To help engineers perform at the highest possible level, the program includes “top-grading” based on a deep analysis of the Perception Coaching Report to determine those areas in which an employee needs to improve their knowledge. Based on that analysis, the CE will be presented with a mentoring / performance development plan through the company’s NCRU site. By pinpointing where associates need assistance, NCR can top-grade the associate’s knowledge and provide the right amount of material, to the right person, at the right time!

This presentation will cover NCR's:

1) Learning strategy and driving force for implementing a certification program, via perception, and its criticality
2) Process for developing the program
3) Implementation and going forward execution of the program

Also, the presentation will focus on the benefits of the program, including:
1) The skills transformation that the company is beginning to witness
2) How we have been able to tie business results back to the program
3) How the program is streamlining the update and enhancement process of our classes

Most importantly, NCR will share how you too can top-grade the skill set of your service workforce!

Objectives:

• Obtain a roadmap for building a technical skills certification program
  
• Get a holistic view of how a certification program can be utilized to upgrade the learning programs for a corporation
  
• Discover how to utilize a certification program to top grade the skills of each associate that is involved in the certification program