Sharing What Works

March 22 – 24, 2017 Orlando, FL

Register Now Includes:

ECO814 A Low-Cost Performance Support System for Retail Users

4:00 PM - 5:00 PM Thursday, March 23

Performance Support


The busy nature of the retail setting makes it a challenge to find ways to extend learning beyond formal training. While this time crunch is real, there’s also a real benefit in being able provide ongoing support for newly learned skills, as this practice and reinforcement can allow people to master new skills faster and with more accuracy. So how do you balance this with the constraints of a busy environment like retail? The solution is one that can seamlessly blend into people’s job responsibilities, providing the guidance they need at the moment they need it—performance support.

In this case-study session, you’ll take a closer look at how Sears Holdings Corporation effectively developed and launched a low-cost performance support system into their retail organization. You'll learn about the development side of this project, including how they were able to create a budget-friendly performance support solution. You’ll then explore how its ultimate solution was integrated into its associates' work interface, providing them with quick, just-in-time access to performance support information. Finally, you'll see how they measured the business impact of this project, including through tracking patterns in usage reviews, reduced upfront training time, and decreases in error rates. You’ll walk away with a deeper understanding of how performance support can work in the real world and ideas for how you can begin to craft your own performace support solution.

In this session, you will learn:

  • How Sears Holdings Corporation determined the key components that needed to be a part of its performance support system
  • What to consider when developing a cost-effective approach to performance support
  • How to allow for continued content updates to your performance support solution
  • Options for measuring the business impact of performance support

Novice and intermediate designers, developers, managers, directors, and senior leaders (VPs, CLOs, executives, etc.).

Technology discussed in this session:
POS performance support system.

Kangmei Yang

Director of Learning Technologies

Sears Holdings Corporation

Kangmei Yang is the director of learning technologies for the Sears Holdings Corporation. Kangmei has more than 20 years of experience in analyzing, designing, developing, and implementing eLearning and other types of training solutions. Prior to her current role, she worked as a courseware developer and instructional designer and managed curriculum design and delivery; she was also in charge of learning technologies teams. She holds a master’s degree in instructional design and technology and a PhD in a different field, and has won a number of awards, including the John Grenzebach Research Award from CASE for Outstanding Doctoral Dissertation, the EMMA Award, and the Brandon Hall of Fame Gold Medal Award for eLearning courseware.

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