HPT Guerrilla Style Leveraging Requests for Training Fred

HPT: Guerrilla Style Leveraging Requests for Training Fred Nickols, CPT © Fred Nickols 2015 1

Session Overview A Little Context Some Cases Some Models Some Strategies, Tips & Theories o A DIFFERENT Way of Looking at Things o o © Fred Nickols 2015 2

Training in Context © Fred Nickols 2015 3

A Little Wisdom “War is much too important a matter to be left to the generals. ” Georges Clemenceau © Fred Nickols 2015 4

A Little Heresy “Gee, all I said was that human performance is much too important a matter to leave to the human performance technologists. ” © Fred Nickols 2015 5

Case 1 – Examiners o Citicorp Services o Lost or Stolen Travelers Checks o A Request to Develop Training © Fred Nickols 2015 6

Time On & Off Station Time on Station Time off Station © Fred Nickols 2015 7

Case 2 – Financial Aid o Financial Aid Forms (FAF) at ETS o Referral from Booz Allen o “Improve Productivity via Training” o A Request to Develop Training © Fred Nickols 2015 8

FAF Processing © Fred Nickols 2015 9

Hidden Re-Work © Fred Nickols 2015 10

Case 3 – Medical Claims o Health Insurance Company o Claims Processing Operation o New Automated System o A Request for Training © Fred Nickols 2015 11

Health Claims © Fred Nickols 2015 12

Case 4 – Reject Rate o Health Care Industry o Nurse Aide Assistants o Certification Test (Registration) o Forms Batched, Scanned & Edited o The Reject Rate is “Too High” © Fred Nickols 2015 13

Registration Processing © Fred Nickols 2015 14

Production Work System © Fred Nickols 2015 15

The Target Model © Fred Nickols 2015 16

An Idealized View © Fred Nickols 2015 17

The Results © Fred Nickols 2015 18

Case 5 – Load Rate o Custom Operations Division at ETS o “Keep an eye on things for a while” o Internal clients concerned about rates o Objective: Lower the load rate © Fred Nickols 2015 19

Load Rate © Fred Nickols 2015 20

Performance Domains $$ Operational Financial Human © Fred Nickols 2015 21

PI Tips for Trainers o Seek and ye shall find o Keep your eyes and ears open o Ask lots of questions, especially “why” questions o Listen past the answers o Tweaking trumps reengineering © Fred Nickols 2015 o Movement is the enemy o Do it once; better yet, don’t do it at all o Situate control in the performer o Look for disruptions to time on task o Keep it simple o Draw pictures !!! 22

Tom Gilbert o Gilbert’s Third Leisurely Theorem: “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). ” Human Competence: Engineering Worthy Performance (1978), p. 76. © Fred Nickols 2015 23

Douglas Mc. Gregor o “…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. o P = f (I a, b, c…E m, n, o) The Professional Manager (1967), p. 5 © Fred Nickols 2015 24

The Performance PIE © Fred Nickols 2015 25

Training in Context © Fred Nickols 2015 26

Recommended Reading o Roadmaps to Results n http: //www. nickols. us/roadmaps. pdf n http: //www. nickols. us/serendipitous. pdf n http: //www. nickols. us/finding. pdf n http: //www. nickols. us/strategic_view. pdf n http: //www. nickols. us/darn_problems. pdf o Serendipitous Performance Consulting o Finding the Bottom-Line Payoff for Training o Training: A Strategic View o Why those Darn “Training” Problems Won’t Go Away © Fred Nickols 2015 27

Q&A © Fred Nickols 2015 28

Contact Information Fred Nickols, CPT Managing Partner Distance Consulting LLC 812 Coshocton Ave – Suite 303 Mount Vernon, OH 43050 (740) 504 -0000 fred@nickols. us www. nickols. us © Fred Nickols 2015 29