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Friday, October 22, 2004

Role of Effective Training in Enhancing Efficiency

Here's an interesting piece, I... well actually, we in the management team of my current company noticed how some companies build redundancies in their system to ensure quality of output. They identify the right people to do quality control and quality assurance stuff so as to catch errors or defects and correct them. In some companies these quality check points are embedded in a number of areas of operation or stages in the processes, most of the time, a couple of levels after production. This approach ensures them that the products or services that reach the customers have the highest quality. It is effective, but the question is, is it efficient?

Don't get me wrong, I agree that quality controls should be put in place, but may I add that redundancies should be minimized if not totally eliminated. How is this done? Let me tell you.

One of the main causes of poor quality or errors is the lack of necessary skills, knowledge and attitude of first line workers to do the right thing right at the first time, thereby requiring close supervision and monitoring of work and results. The pressure for quality assurance people and supervisors to catch and prevent errors from reaching customer is higher when the first line workers do not have adequate skills and rely on the expertise of their superiors and quality assurance people. As this cause became obvious, the solution becomes more so... Yes, it's training, thorough and effective training, that's the solution to this problem. If companies, managers and supervisors invest enough time. money and effort on training, quality can greatly improve and high level of efficiency can be achieved.

The only problem is, many managers feel that training is a waste of time that take them away from their so called real work which is to catch and prevent errors! talk about fire-fighting! Training is a proactive way to enhance if not ensure good quality.

Here's another thing. Many managers have already accepted the importance of training that they make sure people are trained. They however fail to understand what I said earlier. Only thorough and effective training can bring out the desired result, not quick learning sessions, not hodge-podge putting together of information to make some semblance of training. An honest to goodness training program ensures that all necessary skills are covered and built within the span of the program and that learners have a chance to build these skills by doing. They must also understand why things have to be done a certain way and what happens when they don't. Then and only then can training really work for the organization.

Many a time, I've heard a lot of complaints from people who see training as a complete waste of time and resources. The culprit for this is poorly designed and executed training. When courses are poorly designed and poorly delivered, they fail to deliver the desired result and make people cynical about the concepts and ideas the training is advocating.

Effective training have this components:
  • Show and Tell
  • Let the person do it with trainer's help
  • Correct mistake
  • Let the person do it without help
  • Correct mistake
  • Let do till the person get it (or 'till you give-up and say that the person is untrainable!)

If the training design do not have these components, no right knowledge, skills and attitude will be developed. Then you'll be wasting your time.

Take a look at your process now. What kind of training is needed to help people do their stuff correctly so that rectifications become barely needed? Design a training program that has the elements I mentioned and make sure that these knowledge, skills and attitude instilled in training are properly supported in operations. I bet this will improve your output quality.

'Till next time!

3 comments:

  1. Pretty cool.
    And this is also very resourceful. Check this mcse certification site. It pretty much covers mcse certification related stuff.
    Come and check it out if you get time.. Thanks.

    ReplyDelete
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