Performance-Based Technical Training Information Management: A Mainframe Database System

Increasingly, performance-based technical training is a key ingredient to higher customer satisfaction. In today's fast-paced service environment, accurate and timely training records have become an important tool for managers in the development of technician training plans. To support this need, the data must be “live” (on-line) and available on demand to district service managers, technical trainers and others as close as the next desk or across the country.

Mitsubishi Motor Sales of America developed such a system that provides on-line course scheduling, class enrollment, and a national technician database. The most significant long term benefit of this system is the linking of dealership technicians to individual warranty claims and customer surveys. Analysis of this data will obviously go a long way in identifying potential performance deficiencies and improving customer satisfaction.