© fred nickols 2010 hpt: guerrilla style leveraging requests for training fred nickols, cpt 1
TRANSCRIPT
© Fred Nickols 2010
HPT: Guerrilla Style
Leveraging Requests for Training
Fred Nickols, CPT
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© Fred Nickols 2010
Session Overview
A Little Context Some Cases Some Models Some Strategies, Tips &
Theories A DIFFERENT Way of
Looking at Things
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© Fred Nickols 2010
Training in Context
Training Support
Learning Performing Managing
I E
· Feedback· Expectations· Clear Guides to
Performance· Proper Processes
Tools & Materials· Financial & Non-
Financial Incentives
· Leadership· Selection· Assignment
· Knowledge· Skills· Attitudes· Motivation· Capacity
Job
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© Fred Nickols 2010
A Little Wisdom
“War is much too important a matter to be left to the generals.”
Georges Clemenceau
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A Little Heresy
“Gee, all I said was that human performance is much too important a matter to leave to the human performance technologists.”
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© Fred Nickols 2010
Case 1 – Examiners
Citicorp Services Lost or Stolen Travelers
Checks A Request to Develop
Training
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Time On & Off Station
40%
60%
Time on Station
Time off Station
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© Fred Nickols 2010
Case 2 – Financial Aid
Financial Aid Forms (FAF) at ETS
Referral from Booz · Allen
“Improve Productivity via Training”
A Request to Develop Training
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FAF Processing
FAFs Batch and Data Entry
Edit byComputer
OK ?Continue
Processing
Y
N
Resolve
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Hidden Re-Work
FAFs Batch and Data Entry
Edit byComputer
OK ?
Re-Run Edit
Reason Known ?
Resolve
Continue Processing
Y
Y
N
N
Reject forResolution
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© Fred Nickols 2010
Case 3 – Medical Claims
Health Insurance Company
Claims Processing Operation
New Automated System A Request for Training
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© Fred Nickols 2010
Health Claims
Claims Batch and Data Entry
Edit byComputer
OK ?
Review, Resolve &
Reenter
Pay or DenyY
N
Reject forResolution
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© Fred Nickols 2010
Case 4 – Reject Rate
Health Care Industry Nurse Aide Assistants Certification Test
(Registration) Forms Batched, Scanned
& Edited The Reject Rate is “Too
High”
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Registration Processing
Reg FormsBatch Scan Edit OK
?
No
Yes
Resolve?
No
Yes
Reg Forms
To Registrants
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Production Work System
Controller
Processor
Inputs Outputs
Registrant
Blank Registration
Form
Completed Registration
FormFilling Out the Registration
Form
Registrant
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The Target Model
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An Idealized View
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The Results
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© Fred Nickols 2010
Case 5 – Load Rate
Custom Operations Division at ETS
“Keep an eye on things for a while”
Internal clients concerned about rates
Objective: Lower the load rate
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© Fred Nickols 2010
Load Rate
FICA & Medical
OfficeExpense
Other Cost Centers
Corporate Allocations
Vacation & Sick Time
IndirectCosts
DirectCosts
LoadRate
DirectCosts
Charges toPrograms
+
+
+
+
x
..
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© Fred Nickols 2010
Performance Domains
FinancialOperational
Human
$$
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© Fred Nickols 2010
PI Tips for Trainers
Seek and ye shall find Keep your eyes and
ears open Ask lots of questions,
especially “why” questions
Listen past the answers
Tweaking trumps reengineering
Movement is the enemy
Do it once; better yet, don’t do it at all
Situate control in the performer
Look for disruptions to time on task
Keep it simple Draw pictures !!!
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Tom Gilbert
Gilbert’s Third Leisurely Theorem:
Human Competence: Engineering Worthy Performance (1978), p.76.
“For any given accomplishment, a deficiency in performance always has as its immediate cause a deficiency in a behavior repertory (P), or in the environment that supports the repertory (E) or in both. But its ultimate cause will be found in a deficiency of the management system (M).”
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© Fred Nickols 2010
Douglas McGregor
“…the performance P of an individual at work in an industrial
organization is a function of certain characteristics of the individual I, including his knowledge, skills, motivation, attitudes and certain aspects of the environmental situation E, including the nature of his job, the rewards associated with his performance, and the leadership provided him.
P = f (I a,b,c…E m,n,o)
The Professional Manager (1967), p.5
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© Fred Nickols 2010
The Performance PIE
P = f (I...E…)
P
I E
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© Fred Nickols 2010
Training in Context
Training Support
Learning Performing Managing
I E
· Feedback· Expectations· Clear Guides to
Performance· Proper Processes
Tools & Materials· Financial & Non-
Financial Incentives
· Leadership· Selection· Assignment
· Knowledge· Skills· Attitudes· Motivation· Capacity
Job
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© Fred Nickols 2010
Recommended Reading
Roadmaps to Results http://www.nickols.us/roadmaps.pdf
Serendipitous Performance Consulting http://www.nickols.us/serendipitous.pdf
Finding the Bottom-Line Payoff for Training http://www.nickols.us/finding.pdf
Training: A Strategic View http://www.nickols.us/strategic_view.pdf
Why those Darn “Training” Problems Won’t Go Away http://www.nickols.us/darn_problems.pdf
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© Fred Nickols 2010
Q & A
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© Fred Nickols 2010
Contact Information
Fred Nickols, CPT
Managing Partner
Distance Consulting LLC
1558 Coshocton Ave – Suite 303
Mount Vernon, OH 43050(740) 504-0000
www.nickols.us
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