Using Performance Support to Plan a Retail Labor Strategy

Conference Archive

Performance Support Symposium 2014 - September 9, 2014

Kangmei Yang

Director of Learning Technologies
Sears Holdings Corporation

Organizations often purchase and implement off-the-shelf software tools to support their operations. Despite a full complement of communications and training resources to support the rollout, users still shy away from using the new tools. This often results in a sizable increase in help-desk calls as users look for support.

Participants in this case-study session will learn from one organization that utilized a performance-support solution to identify gaps in a retail workforce management system. You will explore how the organization integrated small learning bites at the moments users needed it the most. You will discover how this performance-support solution optimizes the users’ experience and has had a substantially positive impact on business results.


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