Performance Support System – Case 1
Industry: Semiconductors
The Need
A leading supplier for the semiconductor and microelectronic industry was implementing a Product Lifecycle Management (PLM) system, Enovia/MatrixOne. The implementation was a “big bang,” which by definition is high risk. It was important to train key users so that essential business processes were not interrupted. There was concern that if business processes were interrupted, the resulting spiral of confusion could cause serious damage to quality, time to market, and ultimately to customer relationships and profits.
Solution
Dashe & Thomson recommended the creation of an electronic performance support system (EPSS) to support both the business processes and new system. The EPSS would hyperlink process flow diagrams and work instructions with embedded screen shots of the application. Dashe & Thomson designed and developed an EPSS that covered more than 20 flow charts and 150 work instructions.
Results
The EPSS was rolled out at the same time as the system. The company now had a repository of process steps and work instructions though the EPSS that would be available to users during the go-live period and into the future.