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CONNECTING AND EMPOWERING
OPERATIONAL TECHNOLOGY TRAINING- MAKING IT WORK FOR YOUMarian Hands, Interim CEO, BCWWANovember 20, 2019
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A LITTLE BIT ABOUT ME
» Currently Interim CEO at BCWWA» Previously Senior Manager of Education at BCWWA» Education Operations Manager, BC Emergency Health Services
(paramedic education)» Instructional Design and Multimedia Manager at Creo/Kodak
(printing industry software and hardware)» Instructional Design Lead at Pivotal (customer relationship
management (CRM) software)» HMI Systems Programmer (FactoryLink and Wonderware) at
Universal Dynamics (industrial electrical engineering)» Phys. Ed and English teacher (Fort McMurray)
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AGENDA
» Why should you care?
» Development process – the core of good training
» Upcoming training
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WHY SHOULD YOU CARE?
» Lack of education in operational technology costs organizations• Operational missteps• Decision making (just in time and planning)• Technology not being used to its full potential
» Training is a major expense for organizations• Time off work • Ineffective training is a
waste of time
Identify the Issue1
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1. IDENTIFY THE ISSUE
» What is prompting the training requirement in the first place?
» Is the gap knowledge, skills or attitude?» Is it really training that is required?
Identify the Issue
Set Clear Goals
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2. SET CLEAR GOALS
» At the end of the day, what are you trying to achieve?• Identification of maintenance trends in pumps• Proper installation and maintenance of a valve
Identify the Issue
Set Clear Goals
Break It Down
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3. BREAK IT DOWN - DACUM
» Identify the core activities that you are trying to address and then break it down further
» Bloom’s Taxonomy – Knowledge, Comprehension, Application, Analysis, Synthesis and Evaluation
Ride the bike
List the rules of the road
Pedal the bike Hold onto the bike with one hand while
riding
Maintain balance on the bike
Compare how laws differ
between bikes and cars
Compare how laws differ
between bikes and pedestrians
Summarize the responsibilities
of a cyclist
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3. BREAK IT DOWN
Log into the system
Log correctly into the system
Update password• Describe best practices
for creating a password
Log out of the system
Describe the purpose and importance of logging in
and out of the system
Navigate within the system
Navigate to the Main Page
Navigate to the maintenance page
Reboot the System
Demonstrate the process of rebooting the system
Identify confirmation that system is reading instrumentation
Identify status of the components connected to
the system
Describe the top five reasons for why a system may need to be rebooted
Identify the Issue
Set Clear Goals
Break It Down
Know your Audience
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4. KNOW YOUR AUDIENCE
» What do they already know?
» What are their gaps?
» What type of learning best suits them?
Identify the Issue
Set Clear Goals
Break It Down
Know your Audience
Create the Learning Experience
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5. CREATE THE LEARNING EXPERIENCE
1. Pick a Lane
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5. CREATE THE LEARNING EXPERIENCE
2. Telling Isn’t Training
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5. CREATE THE LEARNING EXPERIENCE
3. Build connections to things they already know
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5. CREATE THE LEARNING EXPERIENCE
4. Consider Simulation» Simulation provides an opportunity to practice in a safe
environment» Active learning» Can be simple to complex
• Flash cards that cover the different types of alarms• Computer simulation using process control
» Consider if the outcome is individual or group focused• Individual activity vs emergency response exercise
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5. CREATE THE LEARNING EXPERIENCE
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5. CREATE THE LEARNING EXPERIENCE
5. Consider Delivery» HOW you are going to deliver the training?
Just in Time Programmatically
Synchronous • 1:1, small groups• Checklists, user guides• On site demonstrations
• More likely classroom based• Can be online or in person• Pre-made courses
Asynchronous • Without immediate assistance from an instructor/mentor
• User guides, training videos, SOPs
• Without a live instructor • Online courses• Training books• Training videos
Identify the Issue
Set Clear Goals
Break It Down
Know your Audience
Create the Training Experience
Develop the Rollout
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6. DEVELOP THE ROLLOUT
» Engage leadership FIRST
Identify the Issue
Set Clear Goals
Break It Down
Know your Audience
Create the Training Experience
Develop the Rollout
Evaluate
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7. EVALUATE SUCCESS
» If you don’t know what you wanted to achieve how do you know you got there?
1. Did the student enjoy the training?2. Did the student demonstrate the objectives you laid out?3. Did the student demonstrate the required behaviour
change when they went back to the field?4. Did the behaviour change address your original gap?5. Was your Return on Investment (ROI) as expected?
Consider:Costs to develop (including SME time)Costs to deliver (including backfill costs)Measurable changes and impact to operations (from goal)
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CYBERSECURITY TRAINING
» New to BCWWA» Daniel Ehrenreich, Cybersecurity and SCADA consultant
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CYBERSECURITY TRAINING
» Introduction to ICS and IIoT Security Vulnerabilities» Industrial Cyber Kill Chain (CKC) attack step-by step » External and Internal Attacks» Defense Methods» Technology Solutions» Communications and Process Anomaly Detection» Cyber Protection Best practices» Frameworks for developing Cybersecurity plans» Brief overview on ICS cyber attacks in the last decade
