http://worldcat.org/entity/work/id/44253094

Basic skills for 100% customer satisfaction at First Chicago Corporation final report

This document is the final report of a demonstration project during which the corporation First Chicago/NBD and a local education agency developed and delivered basic skills training to the corporation's nonexempt work force. The report describes the following key project activities: basic skill needs analyses for various customer services performed by corporation's employees; development of customized curriculum for 15 courses in topics such as math and reading for new hires, problem solving and decision making, performance appraisal writing, business writing, reading charts and tables, and message taking; and delivery of 197 courses during which 1,699 participants spent a total of 17,174 working hours in training provided exclusively during work time. Appendixes constituting approximately 90% of the document contain the following: list of courses; course syllabi; and external evaluator's report, "A U.S. Department of Education National Workplace Literacy Demonstration Project by First Chicago/NBD Corporation and The CENTER" (Jorie W. Philippi), that focuses on the extent to which the project goals and philosophy were shared by key personnel and learners, resources available during the project's development and implementation; congruence of the project's observed instructional practices with project goals and research on instructional effectiveness, and indicators of the project's effectiveness. (MN).

Open All Close All