At first blush, the mobile platform seems like an ideal performance support delivery approach. First, there is an audience in need of training reinforcement as they return to the workplace after instructor-led and eLearning formal training. Secondly, nearly everyone has a mobile device in their possession—even on the job—these days, whether it is their personal device or supplied by the enterprise. The good news is that it truly is an ideal performance support opportunity. Learners need useful content on the job and at the time of need. The bad news is that there are a myriad of ways to do it wrong or ineffectively.

Front line insurance sales and customer service representatives typically have only a cursory knowledge of the back end claims systems and workflows. But today‘s business insurance customers are asking increasingly difficult questions and demanding clear competitive differentiation. How does a large, dispersed organization such as The Hartford provide claims systems and process support to non-claims personnel?

Defense Acquisition University’s (DAU) mission and vision require more than just training. Its mission requires it to provide the award-winning certification training that DAU is known for. For these professionals to be truly successful, however, its mission also requires it to serve them well beyond their last certification class with learning assets such as knowledge sharing and mission assistance. DAU’s vision is to continue to be successful in the future by improving all three domains of its new acquisition learning model, and integrating those domains to create the best possible learning environment, combining and focusing all activities on individual and organizational performance.

Employee errors are no joke! Simple mistakes can affect customer satisfaction while refunds or returns affect the bottom line. While changing human behavior to reduce common mistakes in the work process is the ideal, sometimes you simply can’t. When faced with this challenge, Deluxe Corp. looked to performance support for an answer.

Our ultimate goal is for everyone to be an expert. How can we lose? Guide it with an effective strategy. Execute it on a solid platform.