© fred nickols 2010 hpt: guerrilla style leveraging requests for training fred nickols, cpt 1

© Fred Nickols 2010

HPT: Guerrilla Style

Leveraging Requests for Training

Fred Nickols, CPT

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Session Overview

A Little Context Some Cases Some Models Some Strategies, Tips &

Theories A DIFFERENT Way of

Looking at Things

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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

3


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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Case 1 – Examiners

Citicorp Services Lost or Stolen Travelers

Checks A Request to Develop

Training

6


Time On & Off Station

40%

60%

Time on Station

Time off Station

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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

9


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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Case 3 – Medical Claims

Health Insurance Company

Claims Processing Operation

New Automated System A Request for Training

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Health Claims

Claims Batch and Data Entry

Edit byComputer

OK ?

Review, Resolve &

Reenter

Pay or DenyY

N

Reject forResolution

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Case 4 – Reject Rate

Health Care Industry Nurse Aide Assistants Certification Test

(Registration) Forms Batched, Scanned

& Edited The Reject Rate is “Too

High”

13


Registration Processing

Reg FormsBatch Scan Edit OK

?

No

Yes

Resolve?

No

Yes

Reg Forms

To Registrants

14


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

© Fred Nickols 2010 16

An Idealized View


The Results



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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Load Rate

FICA & Medical

OfficeExpense

Other Cost Centers

Corporate Allocations

Vacation & Sick Time

IndirectCosts

DirectCosts

LoadRate

DirectCosts

Charges toPrograms

+

+

+

+

x

..

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Performance Domains

FinancialOperational

Human

$$

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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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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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The Performance PIE

P = f (I...E…)

P

I E

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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

26


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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Q & A

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Contact Information

Fred Nickols, CPT

Managing Partner

Distance Consulting LLC

1558 Coshocton Ave – Suite 303

Mount Vernon, OH 43050(740) 504-0000

[email protected]

www.nickols.us

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© fred nickols 2010 hpt: guerrilla style leveraging requests for training fred nickols, cpt 1

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