|
|
|
| |
|
|
| |
 |
|
| |
A User
Documentation Problem
A national retailer with over 400 locations
was experiencing a myriad of problems with
their in-store systems. The result was
inconsistency between stores and employees.
Because the retailer relied heavily on
seasonal employees, the lack of training
materials led to poor customer service and
management problems.
Sophelle's
Assessment
The retailer's documentation was outdated,
poorly formatted and not very user friendly.
Furthermore, it failed to link policy to
procedure, leaving many items subject to
interpretation and personal judgment.
Solution
Building on the retailer's existing
materials, Sophelle created a complete set
of user documentation tools. Those tools
married policy and procedure to help ensure
consistency and smooth store operation.
Operations Guides for the Back Office and
Point-of-Sale, and a Management Training
Manual contained step-by-step instructions
for all systems.
 |
Challenge
- A retailer's lack of employee
training materials was creating
problems in customer service and
management.
Solution - A revamped
approach to training and
documentation
Result
- Improved store service and rapid
ROI. |
 |
The tools contained many user-friendly
features such as: tables of contents,
indices, glossaries, and cross-references
using both text and hyperlinks. Created in
Microsoft Word, the tools were distributed
in Adobe Acrobat (PDF) formats to allow the
client to update them as needed and generate
both print and electronic versions.
Result
Store customer service quickly improved. The
new training materials resulted in reduced
training time and costs for new employees
leading to a positive ROI after just the
first holiday season. |
|
|
 |
|
