10/31/2001 --

-- Barbara Decker, MOUS program manager.

CertCities.com: Congratulations on your promotion to Product Manager for the MOUS program. What attracted you to this position?

Barbara Decker: The MOUS program provided me an opportunity to manage all aspects of a certification program -- from program strategy and exam development to program implementation.   

CC: How will your background both in certification and as an educator help you in this role?

BD: I think it will be extremely beneficial. Having experience from all sides of the certification process (as a trainer, exam developer, certified individual and hiring manager) allows me to take a very holistic perspective to the program and my role. 

CC: In general, what do you think makes for a successful certification program?

BD: Value and credibility. For any certification, in any industry, it must be valuable and credible not only to the individuals pursuing the certification, but for hiring managers and others that rely on the credential to make important decisions.

CC: You took over this position earlier this summer -- what's the first thing you tackled?

BD: The MOUS program is focused on our desktop products. Coming from the IT Pro and Developer programs, I spent a great amount of time building my understanding of the MOUS program and the strategy behind it.

CC: What are your short-term goals for the MOUS program (next six to twelve months)?

BD: The next few months are going to be exciting. We are very focused on the release of the Office XP exams and new testing technologies that will improve our customers' experience. We are also looking forward to passing the half million mark for certified individuals. 

CC: What about the long term?

BD: The field of knowledge management is constantly evolving. We have begun working with customers and individuals to see how our certification program needs to evolve to continue to maintain its credibility and value for both employers and employees.

CC: Can you give us an idea what the average day of a certification program manager is like?

BD: Every day is different, but I try to start each morning by drinking a large cup of coffee and reviewing the previous day's stats and reports (exams delivered, e-mail inquires, etc.). I'm also engaging with the various Office product groups, discussing ways that the MOUS program can help them meet their business goals and vice-versa. And I talk to Nivo a minimum once each day. To sum it up, you could say e-mail, meetings and more e-mail.

CC: It seems like Microsoft is getting more involved in managing the MOUS program with Nivo -- for example, the MOUS.net Web site was integrated into the regular Microsoft certification site earlier this year. Is that a valid observation? 

BD: Yes, our customers asked us for a central place to get information on relevant certifications. Integrating the MOUS.net site in to the broader certification site provides better and broader access. Initial feedback has been very positive, so you can expect more along these lines in the future.

CC: What is the current relationship like between Microsoft and Nivo (as in who's in charge of what)? How do you work with them in implementing and maintaining the program?

BD: The relationship is going well. I work closely with Nivo's two Redmond-based account reps who administer the program to Microsoft's specifications. Collaboratively, we identify opportunities and build plans to improve the program.

CC: One thing we hear a lot about from readers is problems with the testing software during MOUS exams (e.g., crashes). Granted, your program's testing software is somewhat more involved than the typical software [Editor's Note: The MOUS testing software differs from other Microsoft exams in that it allows candidates to perform tasks within the Office application on-screen], so there's going to be issues. But is there anything going on right now to further decrease crashes and other testing software issues? What kind of attention are you giving the test delivery software pending the roll-out of the XP exams?

BD: On a regular basis we review customer experience data with Nivo and develop plans to improve the program. As you can imagine, running a distributed testing lab is a big challenge -- many things can and do go wrong. Right now, we are working to upgrade the exam driver and hardware within the testing centers. We feel these improvements will address many of the reliability issues. 

CC: The MOUS program added a multiple-choice element to one of its Office 2000 exams. Can we expect to see more multiple-choice popping up? Any comments on multiple-choice questions and how they can play a role in the MOUS certification program?

BD: Our goal is to ensure the exams help candidates demonstrate their proficiency with Microsoft Office applications. We will look to incorporate different item types when they can help students show their mastery of the content.  

CC: We've has some angry posts from MOUS program participants on our site, and most of those seem to be rooted in a perceived lack of communication from Microsoft/Nivo about important program developments. For example, when the MOUS AI program was canceled, the news broke less than six weeks before the AI title was to disappear completely, and complete details of the replacement MOUS Master Instructor program weren't posted until after AI actually retired. Also, for months the MOUS Web site said that a Project 2000 expert exam was in development, yet no updates were given and its cancellation wasn't acknowledged until some users pressed for answers. I know you weren't the program's product manager when these decisions were made, but do you have any comment on them? Do you have any specific plans to improve communications, and/or to give more notice before major program changes will be made? Do you think any/some/all of the criticism is justified?

BD: Since taking on this new role, I have been heads down digging through data, talking to customers, the product groups and getting a firm handle on the program operations. I have seen similar posts and concerns. Over the next few months, I will be taking the key learning and building a business plan to strengthen the overall program. A key metric in my business plan will be customer satisfaction. I think the work we do to improve the Web sites and communication process is critical to my success.

CC: What MOUS highlights do we have to look forward to in the next year?

BD: In the very near future, the MOUS program will have certified over half a million individuals.  This is a tremendous milestone, and there will be a tremendous celebration. 

CC: Is there anything else you'd like to share with CertCities.com readers?

BD: Thanks for giving me the opportunity to talk with you. I am very excited about my new role, the MOUS program and the customers it serves.  The program is gaining incredible momentum on a world-wide basis.  My complete energies are focused on improving the program.