Global learning provider Tata Interactive Systems (TIS) won a bronze award in the eLearning Project of the Year category at the Institute of IT Training (IITT) Awards, announced at the Dorchester, Park Lane, London, in February. The IITT Awards recognize outstanding examples of high standards, best practice, innovation and excellence within the IT training sector.
TIS won its award for a game — using its Game-based Learning Objects (GamBLs) model, which it developed for ICICI Bank in India. The game casts players, drawn from ICICI Bank’s Process Managers, as airport managers and involves optimizing the airport’s revenue by managing the throughput of travelers.
This helped the managers learn the principles behind the bank’s Dynamic Queue Management (DQM) system. TIS’s Reg Agyeman explained: “A key factor in improving bank customer satisfaction levels is minimizing waiting time, which is what the ICICI Bank’s DQM system addresses, automatically assigning incoming customers to relevant counters.
“The DQM software also enables the branch managers to get a real-time view of the situation on the branch floor and to make adjustments to the service mix across the counters. Ideally, this should reduce bottlenecks at any particular counter, reduce customer wait time and improve customer satisfaction.
“However, DQM reports gathered for analysis showed unexpected queues building up, which meant that the managers were not using the system to manage footfall efficiently,” he said.
TIS’s solution — deliberately placing the learners in a non-financial services context to help them focus on the learning rather than…
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