Successes As we journey through life, we learn that the challenges faced during our darkest hours carry lessons. When learned, these lessons lead us out of darkness and into a light full of promise and bright rewards. These rewards not only come from creative solutions derived, but also from knowledge gained. Darkness State regulatory requirements dictated RG&E and NYSEG to implement an energy supplier choice campaign with very little lead time. To further complicate matters, these utilities did not have the resources or expertise in-house to develop the necessary documentation to inform Call Center employees of critical changes made to existing business processes. Light Working with subject matter experts, Theresa: 1. Defined and documented business requirements. 2. Performed a task analysis to determine gaps in existing business processes. 3. Updated and documented business processes as a series of flowcharts and procedures. 4. Posted developed procedures and flowcharts on a shared network server with affected employees notified of their availability. This solution was so effective that Theresa supported three consecutive energy supplier choice campaigns as well as three annual customer rebate programs! Darkness Sungard Higher Education - a software company who developed administrative software for the higher education market - had a 20-volume set of printed Alumni Development training material that was not only voluminous and cumbersome for in-house trainers and customers to use, but more than ten years out of date! Light Working with subject-matter experts, Theresa: 1. Gathered, scanned, converted, and updated 20 volumes of printed training material to Microsoft Word. 2. Designed a template, which defined the new structure and format for the training material. 3. Imported and formatted updated content into the new template for electronic delivery. 4. Organized content into a searchable, electronic library using Adobe Acrobat for delivery to trainers on CD. 5. Compiled the electronic library into a single file then posted it onto the corporate website for customer download. Darkness Nortel Network's Research & Development Team were working remotely across multiple time zones to develop an International Directory Assistance System. Resources were so stretched, that Nortel did not have the sufficient staffing in-house to develop required training material for this system. Light As a member of this international "virtual project team", Theresa adjusted her daily work schedule and attended regular teleconferences to ensure timely development, review, revision, and delivery of required training materials. Not only did Theresa create this material on time and within budget, but she used a simplified version of the English language, allowing delivery of the developed training material in England, Canada, and in the United States! Darkness Frontier's Business Development Team entered the global marketplace with the development of a telecommunications bid for presentation to the Ministry of Telecommunications in Netanya, Israel. To support this effort, an additional team member with expertise in technical communications was needed to proofread content and create supporting technical illustrations. Light With only a few days notice, Theresa obtained a passport and was on a plane destined for Tel Aviv, Israel. During her two week stay, she supported the Business Development team by editing content and creating technical illustrations using an international version of Microsoft Office. Soon after, the bid was presented to the Ministry of Telecommunications in Netanya, Israel. On her final day in Israel, the Ministry of Telecommunication's Project Manager arranged for Theresa to have a personal tour of Jerusalem - a truly rewarding experience! Darkness Eastman Kodak Company's Photo CD manufacturing division was ready to enter the global marketplace. To do so, they needed to obtain ISO 9000 registration. This registration process required the company to document all quality assurance processes exactly as their employees perform them. Light Theresa developed and implemented the following documentation solution over four-phases: 1. Defining and documenting the documentation's infrastructure for audit purposes. 2. Creating and managing a set of templates to ensure content and format consistency. 3. Developing, documenting, then using a document control system for identifying and controlling copy distribution. 4. Documenting quality assurance practices as a set of policies and procedures. For more information: Business Resume Home About The Little Way Services Journaling Successes References Links Contact Referral Partners Copyright © 2008 White Light Communications. All rights reserved.