can i transfer experience? - itq | it quality group...
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March 071Property of Valeo – Duplication prohibited
Can I transfer experience?
Danilo AssmannApril 2007
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Human beings, who are almost unique in having the ability to learn from the experience of others, are also remarkable for their
apparent disinclination to do so.Douglas Adams
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If we hear, we forget; if we see, we remember; if we do, we understand.
Proverb
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A learning experience is one of those things that says, ‘You know that thing you just did? Don't do that.‘
Douglas Adams
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You live and learn.—At any rate, you live.Douglas Adams
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Erfahrung heißt gar nichts. Man kann seine Sache auch 35 Jahrelang schlecht machen.
Kurt Tucholsky
Introduction
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Experience of an organization?
Process approaches
Process provides guidance and know-how, how to do it
Knowledge databases
Build up a company know-how (on hard disk)
Lessons Learned
Capture lessons learned on organizational level (on paper/on hard disk)
Experience databases
Capture experience from employees on hard disk (in DB)
Basic Notion:Make the know-how of an organization ‘independent’ of the people
Definition and Models
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Experience: Definition in a nutshell
empirical knowledge
‘a posteriori’ knowledge
apprehension of an object, thought, or emotion through the senses or mind
knowledge/skill/observation through involvement/exposure
accumulation of knowledge or skill that results from direct participation in events or activities
the “added value” of each of us
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Transfer: Definition
to move or pass from one place,person or thing to another
the act of conveying or removing something from one place, person or thing to another
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Model of information abstraction
(Bellinger/Davenport/others)
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Linguistic
(Semantic: de Saussure, Wittgenstein,etc.;Pragmatic: Austin, Cole, Peter, Watzlawick, etc)
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Communication theory
(Shannon/Weaver)
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Interaction model
experience level
(Satir, cited from Weinberg)
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You live and learn.—At any rate, you live.
experience level
(cited from Neuwinger)
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‘Stairs of knowledge’
experience level experience level
(North, Wissensorientierte Unternehmensführung)
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Communication model: Potential deviations
Example for glossary: GIs in England.
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Concentrated model of information abstraction
(Assmann)
Observations fromTheory
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Observation
Data is only a neutral communication layer
Data has no intelligence, no meaning in itself
Data should carry concepts, semantic, syntax
Always the active action of the receiver is required to work with the data and give it meaning
Interpretation of data is ambiguous and context (incl. culture) dependent
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Refined definition from models
experience = f(culture,history,character,talent,capability,ability,sensory perception,established concepts,practice,…)
experience is connected to a neurological structure (synapses)
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Summary of experience factors
cross-linked collectivity ofwhat has been heard
what has been seen
what has been learned
what has been trained
what has been practiced
taking into accounttalent
personal capability (this is different to talent, but also ‘neurological’)
personal history
mind set
culture
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Natural habitat of conceptual elements
Objections
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Objections (1)
‘But if I tell you what I did, you can learn from me.I share experience.’
[sic!]
You share your experience, while going down from your concept model to a semantic model, to a syntactical model, communicate via an communication channel, while I get the syntactical information, build a semantic model, and than (might) develop a concept (which is most likely different than yours)
My experience is: I got information from you! All further interpretation and transfer is based on my actions and the context (e.g., the relationship between sender and recipient)
If I wanted to understand (and belief) what you where saying, I gained knowledge
If I gained knowledge, I can decide to try it one day, and then I can gain experience
and depending how difficult it is,I most likely will do it wrong
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Objections (2)
‘If this is true then I need not any training!’‘If this is true then I need not give any training/coaching!’
If your purpose is really to transfer experience, you are right—this is simply impossible, and you don’t have to do it
A training/coaching is always (and solely) the facilitating that other can make their own experience
Training/coaching means to help the other learn
It means being a catalyst—making s.th. going fast, which would otherwise happen at all/slower
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Objections (3)
‘This would mean LL and EF won’t work!’Firstly, that is exactly what we ‘experience’; these techniques actually don’t work most of the time, because they are based on false assumptionsMr. Aldus Dumbledore was able to put his experiences into a ‘think tank’and share them, but in real live this is (yet) not possibleWe can store information; we can store context attributes; the stored information can be useful, but it is by no means ‘experience’, which is directly usable
Example: perform tracheotomy as follows: Curvilinear skin incision along relaxed skin tension lines (RSTL) between sternal notch and cricoid cartilage; Midline vertical incision dividing strap muscles; Division of thyroid isthmus between ligatures; Elevation of cricoid with cricoid hook; Placement of tracheal incision. An inferior based flap or Bjork flap (through second and third tracheal rings) is commonly used. The flap is then sutured to the inferior skin margin. Alternatives include a vertical tracheal incision (pediatric) or excision of an ellipse of anterior tracheal wall; Insert tracheostomy tube (with concomitant withdrawal of endotracheal tube), inflate cuff, secure with tape around neck or stay sutures; Connect ventilator tubing most likely we can not do it, even it is formalized
now we know the name, but we have never done it and can’t do it rightlack of experience/competence
Examples from Daily Life
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Driving license
too many stimuli in the beginning
after practicing the driving (steering, accelerating, breaking, change gears) is done ‘subconscious’
once the method (driving) is learned, it is easy to change the tool
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Production
Drilling process needs by experience a change of the drill after500 process executions
After several production problems …
a Lessons Learned card is written
a counter is integrated in the production process, which triggers a maintenance (change of the drill) after 500 drillings
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Playing the piano
Learning the basic technique (the method ‘playing the piano’)Stepwise continuous training … starting with easy pieces going to more difficult onceOne day you may have the ability to play ‘from sheet’ or ‘by ear’Normally ‘playing the piano’means you have the abilityto learn every piece (to acertain degree of difficulty)
it does not mean you can onlyplay one piece (even if this would be perfect)
the experience has formed thesynapses and allow you to actin a new context
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Cooking
Process vs. experience
You need always both: a recipe and experience
Experience tells you what you exactly want, and can help you to get it in a given context
A recipe can be transferred, and may survive you
A recipe is neither complete, nor exact (only a guide/hint)
A recipe is not the cookery course
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Software Engineering
My SE professor stressed always the triad of:Method—Technique—Tool
The concept was easy to get, but the deeper understanding was hidden
at least to most of us students … with the arrogance of youth
Meeting many people perfectly familiar with a single tool (or technique), they seemed too often like a musician, who can only play a single piece of music
they get lost in a new context, because the basic method is not familiar
Observations fromExamples
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Observations
Experience can exist on a repetitive and on a creative level
experience on repetitive level (experience in repetitive tasks) is easily to formalize and automate, but also context dependent
experience on a creative level (experience in creative tasks) is difficult to formalize, but easier to use in new context
for creative experience you can start with the method and gain practice, or you start with the technique, and apply it in several different contexts and gain abstraction (shift to method level)
if a Lessons Learned can be fully formalized (repetitive), integrate it (automated) in the process
Experience is related to maturing
if you done a thing in the small does not mean, you can automatically scale it to the large (e.g., music, models, management)
Practical Meaning
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Issues from the practice
Expectations to processes/documents/trainings is too high or wrong
‘here it is written, now you can do it’
Lessons Learned are seen as ‘organizational wisdom’, but often no strategy exists to get them in the heads/in new contexts
cultural and personal change models are ignored
training, discipline, training, discipline
(Creative) processes are not executable without experience/competence—this influences
selection of team members/employees
training/build up of team members/employees
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‘transfer’ vs. ‘learn from’
Human beings, who are almost unique in having the ability to learn from the experience of others, are also remarkable for their apparent disinclination to do so. (Douglas Adams)
German translation: “Menschliche Wesen, die beinahe einzigartigsind in der Fähigkeit aus Erfahrung anderer zu lernen, sind ebensobemerkenswert für ihre offensichtliche Unlust es zu tun.”
‘ability to learn from the experience of others’that is exactly what we can
we should want to do it
we should motivate others want to do it
we should support the learning
we should avoid the false assumption that we can just simply transfer experience, in the same way we can transfer money (at least here in Europe)
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Building experience
facilitate
hearing
seeing
learning (theoretical and practical)
trying and training
practicing
invest only on fruitful ground
missing talent/capability can not be completely compensated by effort
there are people that should not/can not/want not do certain things
we have to acknowledge and respect this
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Direct measures
for ‘building experience’provide teaching, coaching, mentoring!provide teaching for ‘how to learn’there are no shortcuts—it is always training and discipline
discipline is always the foundation for training (e.g., music, sport, art, science, handcraft)
provide opportunity for practicingallow failures
provide experience in person (experts) or other form (trainings, books)there exist books that support build up of experience, but be aware that this costs time
motivatedefine clear, realistic expectations
for ‘Lessons Learned’the problem is the usage, not the capturing
spend effort on good retrieval concepts and provide enough effort for ‘daily’ retrieval
Note: if you can formalize it—automate it (repetitive process)
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Strategies to deal with experience
keep experiencein the heads of your people
thus keep your (good?) people
integrate in trainings/coaching/mentoringtrainings provide the opportunity to learn from the experience of others (make own experiences based on realistic scenarios)
trainings must reflect the current state of the process
integrate in processautomation where possible
process improvement
deeper changes in process should be communicated through training
be careful with expectations to lessons learned/knowledge managementinvest more effort for the ‘retrieval’ and build-up of knowledge/experience
the storage provides only data/information
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Conclusion
Don’t mix experience with the captured(written/spoken/…) form of experience
the highest abstraction level is always just information
one thing is the input (captured form), the other the output (experience)
Experience is always connected to a neurological structureExperience is an active competence, an applied and applicable ability
Experience has different quality in repetitive or creative contexts
Build up of experience must always be actively performed(this actually should not be written in a passive sentence)
I can not transfer experience, but I can facilitate the process of building experience, and provide the right information
learn from experience—migrate experience
Spend effort on build up of experience … over and over again
Lessons Learnedin creative context: can be a reminder to people with experience
in a repetitive context: should be formalized and automated
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Thank you!
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References
Shewhart/Deming several statements and papers on data and theory
Linguistic papers (according to models in presentation)
Shannon/Weaver: The Mathematical Theory Of Communication
Weinberg: Anticipating Change
Barry Boehm, ICSE 2006 Keynote
Klaus North: Wissensorientierte Unternehmensführung
Wiegers: Creating a SE culture
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More examples from human beings …
A few things work (normally) from the beginningbreathing
crying
digesting
But how does it work with all other abilities, such as …walking
speaking
thinking
…
Its always practice, practice, practice‘the more I practice, the better I get’
that’s experience
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Hint: Devotion as principle
Learning (gaining experience) needs humblenessYou have to be humble to (endlessly) try simple techniques againand again (e.g., riding the bicycle, writing, playing the piano, ice skating)
Sometimes the training is focused on a special goal and thus, motivated through this goal
In all other cases you need an intrinsic motivation—this is devotion!
Devotion means to cultivate the mind-set of a beginnerbe amazed about every improvement
the art of devotion means to give simplethings the same meaning as extraordinary
if you focus only on the goal, youprobably miss the whole way
devotion results in discipline
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Men are not moved by things, but by the views which they take of them.
Epictetus
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You can observe a whole lot just by watching.Yogi Berra
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