An air conditioner manufacturer needed to provide training to service technicians to let them diagnose a problem, conduct a test, and determine the next appropriate action until the problem had been successfully diagnosed and the product repaired.
A CD-ROM-based simulator was created for use in class that exactly simulated the “top 20” most frequent problems with the equipment.
Each scenario had a “best sequence” of diagnosis steps that the student progressed through individually. Each user’s completion time for each scenario was recorded.
All students were able to progress through all diagnosis scenarios at their own pace, being able to learn from their mistakes as they progressed.
The instructor was then able to work with individuals who took excessive time to complete the scenarios.
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