Axonify Content Update
Contributed by: Tom Rush, Talent Development Specialist
Since launching Axonify in February, your L&D team has been hard at work putting business specific content together in “topics,” having completed 16, with 8 more coming soon. These topics will generally have an eLearning or video component, as well as 20 or so learning reinforcement questions. Axonify’s main strength is this question-based learning strategy, enabling behavior change by ensuring knowledge retention through daily practice. We are building an arsenal of different topics that address pain points for different aspects of the Oak Harbor business.
Customer Experience Training
We’ve been working with Kara Smallwood and her SMEs to create training for the Customer Experience team. The business goals of these topics are to enable CETMs to independently own customer calls and increase call volume handled throughout the day. Some topics that are completed are:
Bring Back Code
BBC Codes 1 & 2 – eLearning and daily questions. These trainings go over the most common BBC codes for Customer Experience.
BBC Codes Discover Article – This details all 62 BBC codes used in Oak Harbor.
AS400 - F10 Screen
F10 Freight Bill Activity Screen – eLearning and daily questions. This training goes over how to read the F10 screen and provides many practice scenarios for learning.
F10 Freight Bill Activity Screen Codes – This explains the 110 or so activity codes on this screen.
Manifest Basics – This is a simple primer with knowledge check questions for what manifests are and how to read them, necessary to fully understand the F10 screen.
Before Clicking Send – This short training goes over e-mail etiquette.
Essential Phone Etiquette – This short training helps establish CETM best practices when answering the phone
Taking/Leaving Messages – This short training gives guidelines for taking and leaving messages
Partnership Sales Support Microsoft Training – This series provides advanced training for Word, Excel and PowerPoint.
Other Topics
Hazmat BOL – Working closely with our SME team and Axonify, we completed guidelines for Drivers to follow when picking up HazMat, with the goals of:
- Increase Driver knowledge and confidence dealing with Bills of Lading upon HazMat freight pickup
- Decrease HazMat incident ratio to <1% for every terminal
- Increase compliance with DOT regulations for HazMat shipments
Spill Response – Outlines the appropriate steps to take in the event of a hazardous spill or leak to ensure your safety and the safety of those around you.
Freightliner eCascadia – Operational instruction for electric trucks found at some terminals
Forklift Safety Visual Checks
Produced in coordination with the Maintenance department, this video will walk you through how to do a quick but thorough forklift pre-trip that will prevent small problems from becoming bigger ones.
Terminal IDs
Send this to 002! This is serviced by Zip 83201! SND and OAK? So many Terminal numbers and codes to know, this article will tell you what you need to know. Discover the codes, cities, state and region for each terminal.
IMS Tutorial Discover Article
Getting started with the IMS? This article written by Sales Process Manager, Gerrit Foster, gives detailed instructions for setting up on the IMS, accessing Pricing Agreements & Other Customer Documents.
KLPs & Reinforcement
Looking to gain a greater understanding for the behind-the-scenes of training modules? Available to everyone, this self-directed path outlines the best practices used by L&D for creating training programs. Using a combination of short videos and long videos – discover the “why” behind Axonify, writing methods for questions, and what those key learning points are.
Topics Coming Soon
Freight Bill Inquiry Screen for CETM’s (future plans for Freight Bill Inquiry screen for different functions)
Freight Bill Inquiry Screen Discover Article – This resource will explain all the fields found on the Freight Bill Inquiry screen. Did you know that RT stands for Relay Terminal (aka break terminal)?
Dimensions and Reweighs Basics – This topic for our dock team gives basic information about why we reweigh. Future topics will show the exact procedure for dimensioning and reweighing using our various systems. The plan is to specifically target the equipment found on a new employee’s dock.
Tuckaway Liftgate Operations – Safety considerations when operating liftgates
BOL Basics – Basic information for filling out BOLs for Drivers when picking up freight
Pulling Away/Backing into a Dock – Perhaps the most safety-sensitive function performed thousands of times a day across the company. These topics will share best practices for safely pulling into and away from a dock for Drivers and Dock Workers.
Customer Docks – Tips for safely and professionally working on customer’s docks for Drivers
Placarding – Practice for correctly placarding trailers
