Courseware Satisfaction
I am kicking off a discussion about what comprises satisfaction with Microsoft Learning courseware. This is an obvious topic of interest, if only because Microsoft is concerned about the quality of all of its products. Courseware is no different.
I think of our customers in several different groups. First is the training center which is the Microsoft Certified Partner for Learning Solutions (or CPLS) whose business is at least partly made up of delivering Instructor-Led classes. Next are Microsoft Certified Trainers (MCT's) who are the technical training professionals who deliver our Official Microsoft Learning Products (OMLP) every day. Then there are the actual students who attend and consume the training and the businesses for whom they work. Satisfaction that is triangulated across these stakeholders has some common themes and some that are different due to the value focus of each party.
Without stating any assumptions other than the customer segmentation mentioned (which, as an assumption, can also be challenged...), I am interested in whatever it is about Microsoft Learning courseware that satisfies the needs and requirements of whomever is involved, across all of these stakeholders.
Much of the time when discussion focuses on satisfaction and quality, it can quickly crystallize around what's going wrong. While this is a valid portion of the feedback I get about our courseware, and certainly contributes to dissatisfaction, I would like to include the feedback about what goes right (or at least, could go right or better) and focus on what brings satisfaction to the experience with the training.
Please comment freely.
