The 22,000 service technicians who belong to Digital Corporation's Mutlivendor Customer Services (MCS) group are responsible for installing and maintaining a wide range of computer systems. To train and support these technicians, Digital developed the MCS Learning Utility, an Internet/web-based performance support system which became available in 1995. Technicians access the network through one of 12 servers around the world (3 in the U.S., 6 in Europe, and 3 in Asia). The network uses the web to provide access to internal and external database s that contain documentation and training materials including: hardware/software manuals, CBT courses from Digital and other vendors, information on classroom training available, and certification testing information. The MCS Learning Utility also has a s earch engine that allows technicians to search by part number, keywords, type of technology, content, or free text. It allows users to view course and documents and then download them to their local system if needed. Using a laptop computer, a technician can access the system using a dial-in line from a customer site and obtain any technical information or training needed to complete the job. Says Rich Boucher, an MCS program manager, "The Learning Utility puts at the user's fingertips a single easy-to-us e tool for accessing and retrieving a wide range of Digital and multivendor service information and training. The purpose of the [system] is to address the challenges of providing 'just-in-time' training and information for MCS service professionals aroun d the world." The web provides an ideal way to do this for Digital as well as every other organization.

Source: G. Benson & S. Cheney, "Best practices in training delivery," ASTD Technical & Skills Training Magazine, October 1996.