Teaching systems in isolation from the investigative tasks they support, or teaching the skills to investigate one claim when the need is to learn how to manage many simultaneously, leave new staff ill-prepared to face the realities of daily job expectations. Problem-centered designs are a natural means to accomplish the competency integration critical to success on the job. I can't elaborate here, but the way they work is that a small group of new Claim Reps gather to work through the case in computer simulation, supported by a claim trainer or supervisor. The result is an incredibly rich experience sharing in a very short period of time. Electronic or not, the idea is to put people to work and provide whatever supports they need to perform competently - whether or not they are competent in the traditional sense of the term.
Typical supports are task structuring, and access to information, advice, and learning.
Take Aetna's AMP Facilitator as an example. But the analysis required is complex, as becomes apparent when you start to look at the many sub-steps. Copyright Aetna, Inc., 1992. All rights reserved. The AMP Facilitator is software which provides performance support to managers or teams who need to apply AMP to a business plan or project.