Rehearsal Services
Rehearsal Services allows for the practice and rehearsal of situations in the safety of a 3D Virtual World. As a part of IBM Services Research, this rehearsal is critical to moving service professionals up the experience curve and preparing them for the complex social situations they will experience in the field. The Rehearsal Services technology and methods allow for easy creation of situations and guidance during the rehearsal. The Social Analytics framework evaluates the success of the experience, and provides concrete data on which we can base future decisions.
Rehearsal Services is an umbrella term that contains a number of projects. These are a sample of the current projects using Rehearsal Services.
People:
Susan Stucky, Ph.D., Program Manager,
Wendy Ark, Ph.D., Research Scientist,
Ankur Chandra, IT Architect
Cross-Cultural Communication Rehearsals
The essence of services is the co-creation of value where the value stems from the relationships among human beings, and their ability to collaborate to realize their dreams and aspirations. People are the source of value in services complemented by technology. Successful engagements depend on workable relationships: between service providers and clients and among service providing practitioners. Global Competition entails interaction among diverse cultures and values, turnover of people and Mobility of skills, while co-creation of value with clients and co-workers depends largely on capability to negotiate, communicate and tools for learning embedded in work and social Networks supported by technology. IBM Research is working with IBM GBS Application Services and IBM India Learning & Knowledge to create a program that will bridge cross-cultural differences through helping teams repair 'broken' conversations and encouraging healthy dialogue.
People:
Susan Stucky, Ph.D.,
Wendy Ark, Ph.D.,
Sukanya Patwardhan, IBM India Learning & Knowledge,
Pushpa Achanta, IBM Global Business Services, Application Services,
Eugene Errico, IBM Global Business Services, Application Services
Client Engagement 3D Rehearsal
IBM Research, IBM Global Business Services, and a third-party vendor, WTRI, teamed up to create a learning experience in a virtual world. The learning experience immerses participants in an interactive, 3-D world created in Second Life and based on a real client environment. The program gives project managers hands-on experience developing and adhering to a project plan using the Seven Keys to SuccessTM (a best practice for project managers) as a guide for project health and to reinforce the foundation of IBM’s project management approach. For each client engagement, a team of project managers works to implement a new Supply Chain ERP system, help influence strategy, and manage client expectations. Throughout, they are under tremendous pressure due to unexpected set-backs in the client’s business (key employees leave, major strategy change, etc), contending schedules, and time. They compete against past teams to get better results for a fictitious client, Lynchpin Industries, an auto parts supplier company who has retained IBM to help develop and implement strategic goals to improve company performance. The teams’ performance is measured as a group by total revenue generated for the client, IBM profit margins, and Seven Keys results, as well as individually with the Cognitive Agility Assessment Tool (CAAT, developed by WTRI).
People:
Susan Stucky, Ph.D.,
Wendy Ark, Ph.D.,
Ankur Chandra
Suzanne McGovern, IBM Global Business Services, Learning & Knowledge,
Kurt Miles, IBM Global Business Services, Learning & Knowledge,
Lia DiBello, Ph.D., WTRI
Sales Learning
We have a number of projects that involve sales learning. They include helping Project Executives practice re-negotiation with their clients and helping Sales people to pitch the value of their products to their clients. These take place in a 3D virtual world with the supports to help the interaction with the client go smoothly. Mentoring, peer learning, observation, and rehearsal reviewing are all stressed in these environments.
People:
Susan Stucky, Ph.D.,
Wendy Ark, Ph.D.,
Melissa Cefkin, Ph.D.
Ankur Chandra
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