1 / 29

HPT: Guerrilla Style

HPT: Guerrilla Style. Leveraging Requests for Training Fred Nickols, CPT. Session Overview. A Little Context Some Cases Some Models Some Strategies, Tips & Theories A DIFFERENT Way of Looking at Things. Training in Context. A Little Wisdom.

Albert_Lan
Download Presentation

HPT: Guerrilla Style

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. HPT: Guerrilla Style Leveraging Requests for Training Fred Nickols, CPT © Fred Nickols 2010

  2. Session Overview • A Little Context • Some Cases • Some Models • Some Strategies, Tips & Theories • A DIFFERENT Way of Looking at Things © Fred Nickols 2010

  3. Training in Context © Fred Nickols 2010

  4. A Little Wisdom “War is much too important a matter to be left to the generals.” Georges Clemenceau © Fred Nickols 2010

  5. 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 2010

  6. Case 1 – Examiners • Citicorp Services • Lost or Stolen Travelers Checks • A Request to Develop Training © Fred Nickols 2010

  7. Time On & Off Station Time on Station Time off Station © Fred Nickols 2010

  8. Case 2 – Financial Aid • Financial Aid Forms (FAF) at ETS • Referral from Booz  Allen • “Improve Productivity via Training” • A Request to Develop Training © Fred Nickols 2010

  9. FAF Processing © Fred Nickols 2010

  10. Hidden Re-Work © Fred Nickols 2010

  11. Case 3 – Medical Claims • Health Insurance Company • Claims Processing Operation • New Automated System • A Request for Training © Fred Nickols 2010

  12. Health Claims © Fred Nickols 2010

  13. Case 4 – Reject Rate • Health Care Industry • Nurse Aide Assistants • Certification Test (Registration) • Forms Batched, Scanned & Edited • The Reject Rate is “Too High” © Fred Nickols 2010

  14. Registration Processing © Fred Nickols 2010

  15. Production Work System © Fred Nickols 2010

  16. The Target Model © Fred Nickols 2010

  17. An Idealized View © Fred Nickols 2010

  18. The Results © Fred Nickols 2010

  19. 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 © Fred Nickols 2010

  20. Load Rate © Fred Nickols 2010

  21. Performance Domains Operational Financial $$ Human © Fred Nickols 2010

  22. 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 !!! PI Tips for Trainers © Fred Nickols 2010

  23. Tom Gilbert • 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 2010

  24. 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 © Fred Nickols 2010

  25. The Performance PIE © Fred Nickols 2010

  26. Training in Context © Fred Nickols 2010

  27. 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 © Fred Nickols 2010

  28. Q & A © Fred Nickols 2010

  29. Contact Information Fred Nickols, CPT Managing Partner Distance Consulting LLC 1558 Coshocton Ave – Suite 303 Mount Vernon, OH 43050 (740) 504-0000 fred@nickols.us www.nickols.us © Fred Nickols 2010

More Related