If Performance Support Fits, It Ships

Conference Archive

Performance Support Symposium 2014 - September 8, 2014

Joy Aspiazu

Virtual Learning Team Lead
United States Postal Service

For many years the United States Postal Service had a centralized training model for its automotive technicians. Due to cost-cutting measures this model became unfeasible. However, training was still needed for new and existing technicians. They needed a new model for supporting learning and performance.

In this case-study session you will explore the blended approach in use at USPS that combines training and performance-support tools to prepare automotive technicians to maintain, repair, and troubleshoot a delivery truck. You will learn how they designed a new model that maintained a similar level of instruction from the previous classroom program via virtual training and performance support. You will discuss how they maintained the need for workers to use their hands, and how they incorporated the critical need to provide hands-on learning opportunities into the process. You will learn how they were able to use new and existing technologies to build this new support program, and the numerous benefits the program provided to USPS.


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