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Training &
Certification
Achieved with
Blended
Learning
Presented By
Brenda Williams, FPL
&
Susan Gilbert, Apogee Interactive
Innovative Solutions for the Energy Industry Marketer
FPL and Study-Center.com
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About FPL
Drivers for decision to use Study-Center
Process used to implement the training
Audience and feedback
Success with the Study-Center
Next Steps
Innovative Solutions for the Energy Industry Marketer
Florida Power & Light
– a premier utility
FPL Energy
– disciplined wholesale power generation
business
FPL FiberNet
– wholesale supplier of fiber optics
Innovative Solutions for the Energy Industry Marketer
Largest Electric
Utility in Florida
St. Augustine
Daytona Beach
Melbourne
Serves half
the state
Stuart
West Palm
Beach
Bradenton
Sarasota
Fort
Lauderdale
Naples
Miami
Service Solutions
area
Innovative
for the Energy Industry Marketer
Customer Growth
# of customer accounts
2.4% growth
in 2002
(millions)
Added 4 millionth acct. in 2002!
3.94
3.85
4.06
3.16
90 91 92 93 94 95 96 97 98 99 00 01 02
Innovative Solutions for the Energy Industry Marketer
A Diverse Fuel Mix
(2002, based on kwh generation)
6%
Coal
17%
Purchased Power
34%
Natural Gas
18%
Oil
25%
Nuclear*
*Record year for power from nuclear plants
Innovative Solutions for the Energy Industry Marketer
FPL and Study-Center.com
What were the drivers for FPL using Study-Center?
• Interested in expanding training medium to include
internet-based
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Ability to reach more people in shorter period
Can access training during down times
Offered certificates
Refresher / updates
Already had partnership with Apogee
• Apogee support available to troubleshoot problems
Innovative Solutions for the Energy Industry Marketer
FPL and Study-Center.com
What was the process?
• Buy-in critical
– Met with managers to sell the benefits.
– Presented the benefits to the supervisors at their quarterly meeting.
Demonstrated how the Study-Center worked.
– Selected dates and placed them on training calendar.
– Worked with Apogee and IM to modify the enrollment process.
(Self enrollment for students. Provided list of supervisors to Apogee
).
Innovative Solutions for the Energy Industry Marketer
FPL and Study-Center.com
The audience and what courses were offered:
•Piloted use of Study-Center in 2000 with about 20
C/I reps
–Fundamentals of Electricity
–Course now required for all new reps
•Introduced 5-course Residential Series first
quarter 2002
–Apogee worked with FPL focus group
–Courses tailored to FPL environment
Innovative Solutions for the Energy Industry Marketer
FPL and Study-Center.com
• 280 Residential Energy Services Reps
• 12 RES Supervisors
• All reps required to take all courses:
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Fundamentals of Electricity: 4-6 hrs
Energy Systems Fundamentals: 2-4 hrs
HVAC in Warm Climates: 2-4 hrs
Water Heating, Laundry & Pools : 2-4 hrs
Appliances, Lighting & Power Quality: 2-4 hrs
• 800 Seats purchased in 2002
Innovative Solutions for the Energy Industry Marketer
Benefits to FPL
 Blending of e-Learning with classroom training
 Update employees on new technologies and
refresher skills
 Provides course completion documentation
 Allows employees access 24 / 7
 Supervisors Summary Report
 Link to department web site
Innovative Solutions for the Energy Industry Marketer
FPL and Study-Center.com
Next Steps
– Continue to offer the courses to new
representatives
– Promote availability of Reference Library
– Add Situational Spanish to course offering
Innovative Solutions for the Energy Industry Marketer
Some customization upfront
• Meeting with Supervisors & interested parties
• Removed irrelevant topics
• Added emphasis and new material
Innovative Solutions for the Energy Industry Marketer
Unique Blended Approach
• Supervisors “orchestrated” the training
• Some held competitions
• People worked together, helped each other
Innovative Solutions for the Energy Industry Marketer
5 Day Course Becomes
eLearning
Innovative Solutions for the Energy Industry Marketer
Sample Module
Innovative Solutions for the Energy Industry Marketer
Learning
Objectives
and
Objects
Innovative Solutions for the Energy Industry Marketer
Objectives
in
Behavorial
Terms
Innovative Solutions for the Energy Industry Marketer
Motion
Drives
Home
Key
Points
Innovative Solutions for the Energy Industry Marketer
Innovative Solutions for the Energy Industry Marketer
Sporatic Quizzes
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Reinforce Key Learning Objectives
Link Back to Information
Break up the Material
Maintains Interest
Assures Improvement in Scores and
Accomplishment of Learninoratic Quizzes
Innovative Solutions for the Energy Industry Marketer
Courses
Pre-Test
Final
Course Advisor
Evaluation
Innovative Solutions for the Energy Industry Marketer
Innovative Solutions for the Energy Industry Marketer
Innovative Solutions for the Energy Industry Marketer
Innovative Solutions for the Energy Industry Marketer
Innovative Solutions for the Energy Industry Marketer
Innovative Solutions for the Energy Industry Marketer
Innovative Solutions for the Energy Industry Marketer
Analysis
of Results
Innovative Solutions for the Energy Industry Marketer
Data is telling!
Innovative Solutions for the Energy Industry Marketer
Data of fun to analyze
Innovative Solutions for the Energy Industry Marketer
19 Supervisors, average 12 reps each
120
Pretest
Final
100
80
60
40
20
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In Summary
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eLearning is coming to the energy industry
Best foothold where training is required
Creating ongoing reference library valuable
People like ability to go at their own pace
Works best when utility and vendor really
engage in the challenge
Innovative Solutions for the Energy Industry Marketer