business
CIBC is a diversified group of financial services companies based in Canada and operating on a global basis. CIBC is the second largest financial institution in Canada and one of the 10 largest banks in North America. It has more than $179 billion (Canadian) in assets and a capital base of more than $12 billion. In fiscal 1995, their 40,000 employees helped them achieve a net income exceeding $1 billion.

challenge
CIBC Securities Inc. initiated a comprehensive corporate plan to dramatically increase the number of client holdings in CIBC SI specific mutual funds. This initiative required CIBC to review, rethink and address their Customer Service Representative (CSR) training approach.

solution
Biographix undertook the design and implementation of an Intranet compatible instructional program encompassing: product knowledge, application proficiency and procedures. Biographix conducted a full Instructional Systems Design (ISD) study. The program allows CSR's to practice processing mutual fund transactions on a freeplay simulation. The simulation is linked to an expert system to provide real-time guidance. Multimedia elements are used to enhance the underlying instructional content. The program includes a competency testing model.

role of biographix
1. Instructional Systems Design
2. Intranet application design and development
3. "Rich media" scripting and production
4. Simulation modeling