The global learning provider, Tata Interactive Systems, won a bronze award in the eLearning Project of the Year category at the Institute of IT Training Awards, announced at the Dorchester, Park Lane, London, in February.
IITT Awards recognise 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 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 optimising the airport’s revenue by managing the throughput of travellers.
This helped the managers to learn the principles behind the bank’s Dynamic Queue Management system.
TIS’s Reg Agyeman, explained: “A key factor in improving bank customer satisfaction levels is minimising 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 the industry setting – means that players study the pattern of incoming aircraft, both in terms of numbers and required services.
Players can then set up specific services at the different airport hangars and watch the airport in action.
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