Major Appliance Consumer Action Panel

Harold D. Stolovitch & Associates Learning & Performance Solutions

Date: April 25, 2000

To: HSA Associates

Suzan Barazani David Lemiski Jaye Routledge Kathryn Barker Rita Livesey Lee Rogers Donald Chipman Geri Lopker Mindy Schok Terence Craig Dan McFaull Andrea Shalinsky Jim Christman Suzanne McPhee Jean Simard Brenda Cruz Christina Melnarik Cheryl Smith Walter Curtis Conrad Metcalfe Chris Smith Shawna Darling Lise Moquin Liz Spencer Shira Doron Kimberly Morrill Jeanne Strayer Samantha Greenhill Susan Noppe Jim Tallman Erica Groschler Jennifer Papineau Denis Tanguay Carol Haig Mike Peters Barrie Thorsteinson Rives Hassell-Corbiell Paula Powers Cynthia Vansant Helen Johnson Virginia Queenan Diane Verville Anthony Karrer Thom Quine Linda Waddell Lynn Kearny Val Quirk Gina Walker Linda Kemp Walter Ratcliff Sheila Wilkins Allison Kincheloe Arjun Reddy JoAnne Wyer Miki Lane Arlene Reed Wendy Zender Peter Lenn Wayne Reeves

From: Erica J. Keeps cc: Harold D. Stolovitch Re: News & Notes

WELCOME!

HSA is pleased to welcome Barrie Thorsteinson as a new associate. Barrie is a Technical Writer/Documentation Specialist from Vancouver, BC. Barrie has worked with numerous technical companies in the Vancouver area and has extensive knowledge of data communications products and services. He will be working on Cisco projects under the direction of Don Chipman.

HSA is also pleased to welcome Walter Curtis as a new associate. Walter possesses a MS in Curriculum and Instructional Science and over 18 years experience in the field, including considerable experience in CBT and Web-based training. Walter’s most recent position was as Senior Performance Advisor for the Sempra Corporation. Walter will be working on Cisco e-Learning projects under the direction of Brenda Cruz.

Memo0004.doc 1 Harold D. Stolovitch & Associates Learning & Performance Solutions

HSA is pleased to welcome Jaye Routledge as a new associate. Jaye is working on a project for Pivotal Corporation in Vancouver. She has developed competency-based training for both the private and public sectors for the past 16 years. Jaye has also delivered in-house workshops teaching personnel how to design, develop and deliver effective training. She brings strong project management and instructional design skills to HSA and we are delighted to have her join us on this project.

HSA would also like to extend a warm welcome to Kathryn (Kandy) Barker, who will be completing an internship with HSA for Concordia University's Graduate Program in Educational Technology. Kandy is finishing the requirements for her Master's Degree and will be working under the supervision of Gina Walker in a variety of projects, with a focus on evaluation systems. She has previously worked with HSA in a documentation project for Merck Frosst.

HAPPY BIRTHDAY!

Please join us in extending best wishes to those associates who celebrate April birthdays:

 Helen Johnson – April 04  Jean Simard – April 27  David Lemiski – April 20  Denis Tanguay – April 29  Lise Moquin – April 26

If your birthday was this April, and we missed you, it means it's time to share your special day with us. Please email your birth date to Samantha Greenhill at [email protected].

NORTHERN CALIFORNIA HSA ASSOCIATE APPRECIATION DINNER & ORIENTATION SESSION On March 22, 2000 HSA hosted an Associate Appreciation Dinner in Northern California (Il Fornaio in San Jose). This annual event was well attended and as in the past a lot of fun. The conversation was lively and food delicious. Attending were: Harold Stolovitch, Erica Keeps, Michael Peters, Erica Groschler, Peter Lenn, Don Chipman, Liz Spencer, Shawna Darling, Brenda Cruz, Kimberly Morrill, Lee Rogers and Christina Melnarik. Jeanne Strayer also joined us from Southern California. From left to right: Lee Rogers, Peter Lenn, Erica Keeps, Jeanne Strayer, Shawna Darling, Brenda Cruz, Kimberly Morrill, Liz Spencer, Erica Groschler, Harold Stolovitch & Christina Melnarik

On March 23, 2000 HSA held an Associate Orientation Seminar at the Cupertino Inn in Cupertino. This popular one-day event, led by Harold Stolovitch, was a fast- paced seminar introducing HSA associates to its Vision, Values, Performance Expectations and HSA's Systematic Course Development Model. In two exciting exercises, participants: Liz Spencer, Shawna Darling, Lee Rogers, Cynthia Vansant, Jeanne Strayer and veteran Brenda Cruz practiced Task Analysis and Learner Verification and Revision strategies. Standing from left to right: Jeanne Strayer, Lee Rogers, Cynthia Vansant, Brenda Cruz, Shawna Darling. Seated: Liz Spencer

PROMOTIONS & DEPARTURES

Samantha Greenhill was recently promoted to the position of Publications and Communications Specialist at HSA headquarters in Montreal. Samantha's strong English and writing background and publishing interest make her ideally suited to fulfill this new role. In addition Samantha will continue to bring new associates on board at HSA.

Jennifer Papineau was recently promoted to the dual position of Graphic Designer and Seminar Coordinator. Jennifer's excellent graphic design skills and education are put to good use at HSA where she maintains HSA's distinctive look while bringing us into the 21st century. Jennifer continues to coordinate HSA's seminars and continually updates our professional development curriculum.

Mariangela Vincenzi, to whom Samantha and Jennifer reported, left HSA in late February to pursue new career interests. We all wish her well.

SPREAD THE WORD

Recently Geri Lopker, a Southern California associate, requested permission to reprint HSA newsletter's lead story on Transfer of Learning in her local ASTD chapter publication. We were more than happy to accommodate.

This is a wonderful way to raise the visibility of HSA in your locale. If you belong to a professional or business/community organization you feel would be interested in HSA newsletter articles, please don't hesitate to ask us for reprint rights. Requests should be directed to Samantha Greenhill at [email protected].

CLIENT REFERRALS AND ASSOCIATE RECOMMENDATIONS

Did you know that HSA pays finder's fees for referred client business? If you know of organizations that are looking for the type of services HSA provides, please contact your Regional Director or Erica Keeps with referral contact information. If HSA wins the contract, you will be financially rewarded.

As HSA grows it must expand its human resource network to meet client demand. Do you have friends or family members who possess the skills required for our core business areas: instructional design and development, performance consulting, technical writing and training delivery including conducting task analyses and developing highly interactive, learner-centered and performance-based instruction? Also, if they have experience developing various types of instructional interventions, especially computer-based, and Web-based self-study, as well as interactive distance learning, please help us out by referring them to HSA through your Regional Director or Erica Keeps.

ISPI CONFERENCE - APRIL 10-14, 2000

The ISPI 2000 Conference in Cincinnati was an excellent learning event. While the attendance was lower than recent ISPI annual conferences, the presentations and social events still proved to be both personally and professionally rewarding.

Harold Stolovitch delivered an encore session entitled "From Order Taker to Performance Consultant". He also participated in two panels and the popular "99 Second" session. Several HSA associates hosted Cracker Barrel tables. Next year's conference is in San Francisco - ISPI participants' favorite place to meet. The dates are April 8 - 13, 2001. Mark your calendar now as this is one conference you won't want to miss!

SPECIAL OFFER EXPANDED & EXTENDED- HANDBOOK OF HPT

If you don't already own a copy of The Handbook of Human Performance Technology, you can purchase an autographed one directly from the editors, Harold Stolovitch and Erica Keeps at a discount. The Handbook retails for $84.95 US plus tax. Your HSA associate price is just $70.00 US or $100.00 CAN including tax and postage.

If you're a collector, we have a limited quantity of the first edition of The Handbook of Human Performance Technology. Fifty percent of the content in the first edition does not appear in the second. First edition Handbooks are available as autographed copies at a special price of $60.00 US or $80.00 CAN including tax and postage.

Memo0004.doc 5 So, what are you waiting for? Email Samantha Greenhill at [email protected] and place your order today.

HSA CONSULTING AND CUSTOM CONTRACTING

Mike Peters continues to direct a number of projects at Cisco Systems, assisted by Don Chipman and Brenda Cruz who are managing several projects. Don is working with Conrad Metcalfe and Rives Hassell- Corbiell to maintain several instructor-led courses in the Enterprise Baseline Curriculum for Account Managers and Systems Engineers while Christina Melnarik is maintaining Web-based courses in the Service Provider Baseline Curriculum. Don is also working with Terry Craig, assisted by Barrie Thorsteinson, on the redesign of Cisco’s Network Registrar software training. Finally Don is working with Dan McFaull and David Lemiski on the development of the Service Provider New Hire training. Brenda Cruz is managing several Web-based projects at Cisco. She is working with Shawna Darling and Lee Rogers to develop training on two on-line Global Services tools. Liz Spencer and Cynthia Vansant are developing Web-based training for Cisco’s Enterprise and Service Provider Global Services group. Shawna Darling and Walter Curtis are continuing efforts to improve and maintain the Service Provider Pre-VT Web- sites. Nearly all of these Cisco projects will continue on at least through July 2000.

Mike Peters continues to direct projects at SBC and Levi Strauss. Kimberly Morrill and JoAnne Wyer recently completed two separate crash development projects for SBC for customer service representatives on DSL and other SBC services. Peter Lenn is conducting a needs analysis/training design project on demand forecasting for Levi Strauss & Co. This project will propose a performance-based, structured OJT approach to training new forecasters.

Erica Groschler is directing several projects at Creo Products Inc. in Vancouver. Working closely with Creo’s internal Product Training Group, Chris Smith and Linda Waddell are developing instructional resources for a variety of products and target groups.

Dan McFaull is managing a project for the Snohomish Public Utility District in Everrett, WA. He is supported by Jim Tallman, Thom Quine and Valerie Quirk in creating classroom-based training and performance support for the implementation of a customer information system.

Memo0004.doc 7 Erica Groschler is completing a Front-End Analysis for Kirmac Information Technologies (KIT) to determine performance gaps impacting successful implementation of their auto collision repair software.

Jim Tallman is assisting Erica Groschler with a project for Cominco, an international integrated mining & metals company. Jim has recently completed a Training Needs Analysis for Cominco and they are waiting for the client to determine the next steps.

Thom Quine is assisting Erica Groschler on a project at eDisptach.com Wireless Data Inc., a company that licenses Internet-based application software to wireless communications. Thom will review their existing CBT for mobile workers and produce an evaluation report with recommendations for improvement.

Erica Groschler is managing a project for Pivotal Corporation, a company that services ebusiness relationship management. Thom Quine and Jaye Routledge will first conduct an analysis to verify if the Web-based course it requested on Synchronizing Mobile Systems is what it requires.

Terry Craig is building a self-instructional module and a template for future modules for systems administrators and systems engineers at Sun Microsystems. Erica Groschler is managing the project.

Gina Walker is directing a number of projects in Montreal and Toronto. Val Quirk and herself, supported by Victor Aronoff and his team at Video Activ Productions, are continuing to develop a CD-ROM-based course on the subject of Facility Management Troubleshooting and Preventative Maintenance for Imperial Oil. This CD-ROM will provide “refresher training” on facility management for experienced retailers, and will integrate access to Imperial Oil’s reference manual on the subject.

Jean Simard is reviewing a curriculum for newly recruited insurance analysts at Meloche Monnex Inc (MMI). HSA’s objective is to provide MMI with a series of recommendations to streamline training, including the use of technology-delivered learning applications. We will then work with MMI to implement the recommendations in future projects.

Lise Moquin has joined Gina Walker and Harold Stolovitch on a project to build a comprehensive training evaluation system for Microcell Solutions. The goal is to provide Microcell with an extensive customized evaluation toolkit covering all types of training evaluation, including ROI.

Lise Moquin has completed the development of a course on Information Systems for Abitibi-Consolidated Inc. (ACI). This course focuses on the use of Lotus Notes and J.D. Edwards applications to increase the efficiency of corporate staff. As an interesting offshoot, Lise will be joined by Kandy Barker on a project for Abitibi to assess the potential ROI for this course. Harold Stolovitch is directing the project and Gina Walker is providing project management support. Val Quirk is also currently developing a course for ACI on Paper Production to enable headquarters employees to connect with the company’s products. In all, HSA is responsible for developing four of the five core courses of ACI’s new curriculum for head office personnel.

HSA ATTENDS ISA CONFERENCE

HSA recently joined the Instructional Systems Association (ISA). This organization focuses on the business side of the training and performance consulting business. ISA has approximately 100 member firms: small, medium and large in size. Harold Stolovitch and Erica Keeps represented HSA at the annual conference held on March 12 - 15 in Scottsdale, AZ. Over 150 principals of ISA member firms attended the workshops, general sessions, concurrent sessions and social events.

The conference was excellent. Member organizations, some of whom compete directly with one another, generously shared problems and solutions in the areas of sales and marketing, finance, operations, human resources, technology, etc. Presenters, most of whom were from member firms, delivered professional and entertaining sessions. General sessions were headlined by Ken Blanchard, Elliott Masie, Neil Rackham, Dave Ulrich, Richard Chang and Pat Heim. Breakout sessions included such stimulating content titles as "Love 'Em or Lose 'Em" (on employee retention), "Leading Without Emotional Intelligence Is Like Dancing Without Rhythm" and "Wall Street Update".

Social events were lively and a wonderful opportunity to network and make new friends. Two highlights were the Casino Night and the Awards Banquet which honored retiring ISA Executive Director, Terry Broomfield. Past presidents sang, put on skits, read poetry and even dressed in drag as Terry at this festive and fun-filled affair.

ISA offers meeting and learning opportunities throughout the year. HSA plans to actively participant in all relevant activities. We will continue to report the highlights in our Internal Memo.

Memo0004.doc 10 If you want to learn more about ISA, visit their Website at www.isaconnection.org.

ASSOCIATE INVOICING

Associate invoices are due the second Friday of each month. The last few invoicing dates for HSA's fiscal year 2000 are as follows:

 May 12, 2000  June 9, 2000

Very important reminders:

Please send one entire copy of your invoice and work logs (by e-mail) to your Regional Director who oversees your work/project.

If you are working on projects for more than one Regional Director, please email your invoice summary sheet only to Arlene Reed along with a list of all Regional Directors who are overseeing your current projects. Send appropriate project invoices and accompanying work logs to the Regional Directors who have approval on these projects.

Regional Directors will review your invoices and work logs with you to make any adjustments. They will submit final invoices for payment to Arlene Reed. Fax expense receipts to Arlene Reed only at (514) 488-4482. This will reduce duplication and speed up payment.

Use your "Preparing Your Invoice" job-aid next month and every month. Follow the template for work logs exactly, as these logs are submitted to clients and must be uniform and consistent. Use HSA billing codes to label work performed on your work logs.

If you have any questions regarding invoice preparation, please contact Arlene Reed at [email protected] for assistance.

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