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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.

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hpt guerrilla style

HPT: Guerrilla Style

Leveraging Requests for Training

Fred Nickols, CPT

© Fred Nickols 2010

session overview
Session Overview
  • A Little Context
  • Some Cases
  • Some Models
  • Some Strategies, Tips & Theories
  • A DIFFERENT Way of Looking at Things

© Fred Nickols 2010

training in context
Training in Context

© Fred Nickols 2010

a little wisdom
A Little Wisdom

“War is much too important a matter to be left to the generals.”

Georges Clemenceau

© Fred Nickols 2010

a little heresy
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

case 1 examiners
Case 1 – Examiners
  • Citicorp Services
  • Lost or Stolen Travelers Checks
  • A Request to Develop Training

© Fred Nickols 2010

time on off station
Time On & Off Station

Time on Station

Time off Station

© Fred Nickols 2010

case 2 financial aid
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

faf processing
FAF Processing

© Fred Nickols 2010

hidden re work
Hidden Re-Work

© Fred Nickols 2010

case 3 medical claims
Case 3 – Medical Claims
  • Health Insurance Company
  • Claims Processing Operation
  • New Automated System
  • A Request for Training

© Fred Nickols 2010

health claims
Health Claims

© Fred Nickols 2010

case 4 reject rate
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

registration processing
Registration Processing

© Fred Nickols 2010

production work system
Production Work System

© Fred Nickols 2010

the target model
The Target Model

© Fred Nickols 2010

an idealized view
An Idealized View

© Fred Nickols 2010

the results
The Results

© Fred Nickols 2010

case 5 load rate
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

load rate
Load Rate

© Fred Nickols 2010

performance domains
Performance Domains

Operational

Financial

$$

Human

© Fred Nickols 2010

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 !!!

PI Tips for Trainers

© Fred Nickols 2010

tom gilbert
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

douglas mcgregor
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

the performance pie
The Performance PIE

© Fred Nickols 2010

training in context26
Training in Context

© Fred Nickols 2010

recommended reading
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

slide28
Q & A

© Fred Nickols 2010

contact information
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