RNR Consulting was engaged by the Gwinnett, Department of Water Resources (DWR) to provide Standard Operating Guidelines (SOGs) training to DWR customer service employees and to develop a future training roadmap.

DWR discovered the need to train its employees on the SOGs that were developed by RNR Consulting in a previous project. The main goal of the project was to ensure that DWR employees gain a complete understanding of the DWR business processes and consequently the SOP’s. Since SAP is a highly complex and integrated system almost all processes are interdependent. The accuracy and efficiency of one process is highly dependent on the accuracy and efficiency of the others. Hence DWR employees must learn to perform their activities involving the DWR processes by following approved SOGs to ensure that DWR operates smoothly and efficiently. Furthermore, providing adequate training allowed DWR employees acquire accountability and ownership of their actions. 

In order to accomplish DWR’s objective for this project, RNR Consulting developed a SOGs training curriculum, training material, and training schedule, that was subsequently presented and approved by the project Steering Committee. We conducted interactive SOGs training classes to DWR supervisors, leads, and representatives and updated current SOGs based on key findings and recommended changes. Furthermore, we developed a training roadmap that was approved by DWR Training personnel to ensure continuous training for DWR employees. RNR Consulting also developed promotional test documents that will assist DWR management in future promotions of DWR employees.