Everyone Knows What to Do

The article "Why Your Training Is So Ineffective?"  from the Quality Insider Newsletter caught our attention because it raises a crucial issue in corporate training and new employee orientation, namely Return On Training Investment.  Here's the key question the article raises: 

"We’ve all done it: You need to learn something so you sign up for training. You attend a class. You go back to work. Does anything from the training class stay with you a week later? How about a month or six months later? Usually you feel good after training. You remember some of the content. You have some new ideas. But as time passes, the experience fades and you are back where you started. Is this a good return on your time and investment?"

No matter how engaging or informative a "live" training course might be in the moment, what happens when the people trained go back to their offices?  Do they remember what they learned? Can they apply it correctly?  Can you measure training return through improved results? fewer errors?

This challenge is the reason why having written standardized procedures and work instructions available to employees 24/7 is such an important aspect of leveraging training expenses and maximizing return. 

A clear, easy to understand operations manual provides an essential reference and  training tool. Employees can read and review key policies and procedures both before and after face-to-face orientation and training. When they get back to the job, they don't have to rely on their memories or whatever notes they jotted down. What makes so many corporate training programs ineffective has nothing to do with what happened in class and everything to do with whether or not there is a knowledge support system available after the fact!

COMPROSE Zavanta software makes it easy for your organization to have  essential operations policies and procedures securely available 24/7 to your staff from any location--even home!

For a related post see: Study Shows Most Employees Waste up to 40% of their Training
 

The implication for organizations wanting to improve organizational performance and reduce errors is clear. As simple as it may seem, the most effective technique is to streamline systems and procedures. Corporate training methods and common strategic management processes, such as reward versus reprimand, did not achieve the anywhere near the positive results that simply defining a clear, efficient standard operating procedure did.

For more on the impact of the cost of workplace errors and the importance of streamlining your business systems, see Are Your Operations Headaches Costing More Than You Know? on the COMPROSE website.  


 

Figuring out the best way to maintain operations in the event of an H1N1 flu epidemic is one of the biggest organization challenges corporations are faced with right now. An article just released by the Associated Press, warns that:

"Many American businesses are unprepared to deal with widespread employee absenteeism in the event of an outbreak of swine flu, according to a Harvard School of Public Health study released Wednesday [9-9-09]"

"Companies need to train workers to handle the jobs of absent colleagues and need to determine which jobs can be handled remotely from home. "

These serious operational threats are why it is so important to have standardized procedures in place that are easy to reference, train and cross-train from. If your organization has well-defined corporate processes and corporate training programs in place, you can weather any unexpected operations challenge much more easily than your competitors. If you don't, your business can take a major hit.

The COMPROSE Zavanta software system makes it easy for your organization to have  essential operations policies and procedures securely available 24/7 to your staff from any location--even home! If a key employee is side-lined with the flu, another employee can quickly reference the procedures to step in and perform essential job functions.  Read how other organizations are using Zavanta today. 

For more on this topic, see our previous post: Fears of H1N1 Pandemic Highlight Business Continuity Plans.

 

Starting a new job ranks high on the Life Stress meter. That fact is very important to remember when planning new employee orientation and employee training programs.

The first day at a new job people are nervous. They want to make a good impression. Everything–and we mean EVERYTHING–is new. Where to park? How to navigate the building? Where are the bathrooms? How to navigate security? How does the phone work? Who ARE all these new people?  These are just a few of the thousands of questions racing through the minds of every new employee–from the summer intern to the newly recruited CEO.  Most new employees are too nervous or embarrassed to ask questions for fear of seeming incompetent.

Why is this so important to remember?

New job nerves and anxiety drastically lower everyone's ability to process and remember new information. New employees hit "information overload" much sooner than normal.  If you want your new employee orientation programs to "stick" and really help new employees get productive as soon as possible, you can't forget this reality. 

Most new employee orientation methods run the gamut from "Here's your desk. See ya!" to intense weeks long seminars covering every detail and nuance of corporate policy and detailed work instructions. Both of these extremes are costly and counter-productive.

The "Go figure it out yourself" orientation method might seem like a good way to eliminate a line item from the training budget, but it costs a lot more in the long run by lengthening the learning curve, increasing errors and liability, and even hurting morale.

The opposite extreme–intensive instructor led training sessions covering every aspect of the position–can be just as ineffective and costly. New employees become overwhelmed and fail to retain all the details. Even after training, they can still need significant "on the job" coaching from supervisors and co-workers before they can be fully productive. Some training programs are so detailed and intense that new employees are intimidated and quit shortly after, or even during, training. 

So what's the answer? If you want new employee orientation to "stick," write it down. A clear, easy to understand company procedures manual provides a solid foundation for all new employee orientation and training programs. New employees can read and review key policies and procedures before and after face-to-face orientation and training. They don't have to rely on their memories or whatever notes they can jot down. 

This one simple tactic can dramatically increase comprehension and decrease training time and employee anxiety. An even better way to make new employee orientation stick, is to provide customized  "Position Guides" containing the specific policies, procedures, job aids and work instructions each position requires that any employee can reference when they have questions both during and after training.

COMPROSE Zavanta software makes it easy to create, maintain and publish individual Position Guides to supplement your corporate training and new employee orientation programs. Click here to learn more about Zavanta or request a demo. 
 

How many times have you or someone who reports to you been in this situation?

You earned a major promotion by being a Star performer. But the promotion came with a dark side! You find yourself suddenly overwhelmed with work. No one knows how to do your old job as well as you do, so you're constantly answering questions and doing your old tasks as well as learning your new job. You practically live in front of your computer. You've been working nights and weekends for weeks, but you just can't get it all done. You're so exhausted your performance is suffering and your boss wonders why she promoted you. If you can't get things under control, you'll end up in the hospital or the unemployment line.  What do you do?

A. Work harder! Sooner or later you'll catch up?
B. Spend more time teaching your staff to take over your job?
C. Take time to create detailed work instructions and an Operations Manual for your staff?

Let's look at the options:

A. Working harder isn't the answer. Working smarter is. You've got to learn to delegate. Don't fall into this career quicksand! Could you be scared of your new job and feel more comfortable doing the work you already know? Get over it!

B. Teaching others to do your old job is the right idea. As long as no one else knows how to do your old tasks, you'll be stuck doing two jobs. That's a classic Star Performer trap. You've got to teach your replacements. Unfortunately, the more time you spend teaching and coaching others one-on-one, the farther behind you'll get in your new duties. And, if it's all word-of-mouth people will naturally forget details so you've got to be available all the time for questions. By making yourself too available, it's easy to still end up doing the work yourself anyway--or obsessing over details and driving everyone crazy. Just teaching isn't the best strategy.

C. Writing down standardized procedures that anyone can follow is the best way to delegate. If you spend just a fraction of your overtime hours in a quiet room writing simple work instructions for how to do your old job, you'll get out of the overworked trap much more quickly. Sure, it takes a little effort now, but it pays off BIG in the long run. With written instructions, not only will other staff members be able to perform new tasks right away, but they won't interrupt you constantly to ask questions because they forgot or weren't paying attention when you explained things verbally. It's all written down. They'll be productive faster, and be empowered in the process. You'll have time to concentrate on your new job and you won't be tempted to break down and just do your old work because no body can do it as well as you. Everybody wins. You might even get promoted again!

For more on this topic, see previous post on All Systems GO! blog  Got too much on your plate? Create a delegation system. 
 

Often the burden of writing policies and procedures, Employee Manuals, and Operations Manuals falls on the shoulders of training or HR departments. But to get the real value of living, breathing systems, the whole organization needs to be involved in creating and maintaining standardized procedures. This can be a challenge, but the results are well worth the effort.

Here are some ways to encourage employee participation in preparing and maintaining effective procedures: 
 

• Use experienced employees as subject matter experts and procedure writers
• Provide support and guidance for subject matter experts in good techniques for writing policies and procedures so they know what to do
• Provide all employees an opportunity to give input on the procedures they use
• Implement a system that encourages any user to raise an issue or recommend improvements to an approved procedure

The Good Business Systems Squad shared a study with us that we found really thought provoking. Researchers Michael Byrne of Rice University and Elizabeth Davis of the University of Texas created controlled laboratory studies to examine the relative effectiveness of employee training methods on correcting post-completion errors. Published in Human Factors, their study, “Task Structure and Post-completion Error in the Execution of a Routine Procedure” compared the effectiveness of four common training practices for improving performance and reducing errors.

Sometimes referred to as “Blame and Train,”  the four training techniques were:

1.      Reprimand: When testers made errors they were reported for poor performance and advised to improve.
 

2.      Reinstruction: When testers made errors they were reported for poor performance and advised to re-read the manual and take a test to demonstrate proficiency.

 

3.      Praise: Testers were praised for good performance and advised to keep up the good work.

 

4.      Redesign: When testers made errors, they were trained on a different procedure and re-tested.

The results surprised even the researchers! They showed that none of the “motivational manipulations (reprimand, reinstruction, and praise) had a reliable effect on altering task performance (for either task completion time or task accuracy)." The only group that consistently outperformed the others was the one that followed the better procedure in the first place.

The system or step sequence the tester followed had a much greater impact on performance than any other factor!

Wow! This research has some significant implications for corporate training departments to reflect on. Are we investing our resources in the areas that can have the biggest impact on ROI? Before we invest in training, blaming, or even rewarding, do we start with clear, effective “procedures” that support good performance?

Is it the employee or the “system” that needs improvement?
 

Would it surprise you to know that an estimated 41,550,000 Americans never take vacation from work--much less a day off?  Some of the reasons? 

• nothing will go right if they are not there to supervise
• too many crises piled up last time they were away.

Check out the video below Another Day at Snafu Inc --The Office Manager's Day Off  to see the havoc that ensued when Everyone DOESN'T know what to do!
 

No matter how good your corporate training programs and employee training methods, getting employees to apply what they learn is an ongoing challenge.  A recent WallStreet Journal Business Insight Report cited the following sobering statistic,

"just 10% to 40% of training is ever used on the job, [and] it is clear that a big chunk of the tens of billions of dollars organizations spend annually on staff development is going down the drain."

It doesn't have to be that way.

Often anxiety and old habits serve to undermine employees ability to apply what they have learned. Supporting employees "post-training" by reinforcing best practices is critical to preventing wasted training dollars.  A powerful way to achieve this result is to base training on the foundation of standardized business processes and to provide clear, detailed procedures to employees 24/7.  Easy-to-follow business systems provide the necessary "glue" that make corporate training more effective. Clear policies and procedures help employees apply their training better once they return to their day-to-day activities. 

For more on this topic see related posts:

Your Policies and Procedures Double as Efficient and Effective Training Tools

Making a Difference With Training, Building Confidence and Momentum One Employee at a Time
 

Re-engineering processes so you can work smarter is the very core of Operations Mapping. By standardizing operations around the best, most efficient practices, training becomes more focused and streamlined. Employees are able to perform at their best. This makes sense in every economic climate, but it’s never been more important than now.

Managers often turn to Human Resources and Corporate Training staff to provide support and ideas for managing better under stressful conditions.

According to Wall Street Journal research, experts offer these tips to help managers keep their staff productive and looking forward during tough times:

1. Stick to routine—Maintain normal work habits to avoid provoking fear.
    
2. Communicate often—Offer frequent updates to suppress rumors.
    
3. Moderate discussions—Set aside time for employees to express emotions.
    
4. Be reasonable—Don't expect 100% focus on work, but stress the need to stay productive.
    
5. Offer outside help—Invite expert speakers and remind workers of available support services.

Source: WSJ research

Stressful times almost always bring change and uncertainty with them. It’s impossible to overstress the importance of clear and frequent communication of any changes to standard operating procedures or policies. Employees can become paralyzed if they are unsure of the answer to the question: What do we DO now?  For peak productivity, insure that Everyone Knows What to Do.

The Streamlined Training Task Force is regularly hearing reports of how companies using COMPROSE Zavanta software are succeeding in rapidly updating policy and procedure changes and quickly distributing them to staff—even those spread out in remote geographical locations. When everyone stays informed and up to date, anxiety goes down and productivity goes up.

For more info, check out some of these Zavanta Success Stories.
 

According to a Gallup researcher quoted in The Wall Street Journal article, “How to Motivate Employees in Tough Times” there are 3 things organization’s can do to keep employees motivated and focused during tough times.

1. Communicate more—not less.  
   
   
2. Set clear expectations—make sure people know what they're supposed to do
    
3. Show the way forward—focus on the future.

Whether it is through ongoing development, cross training or new employee orientation, corporate training departments are central to successfully implementing all three of these initiatives.

Setting expectations is particularly key.  As Dr. James Harter, Gallup researcher and co-author of 12: The Elements of Great Managing,  points out: ”Only a little over half the people in the workforces that we've surveyed over the years clearly know what's expected of them in their job. That becomes more important in an economic crisis, when you could be managing fewer people, so communication and ongoing expectations-setting based on how the roles change for people -- that's important.”

Harter’s research supports how important standardizing operations and  Operations Mapping are to maintaining a productive and motivated workforce. 

By clearly defining roles and responsibilities, employees not only know what they are supposed to do, but they recognize how their work impacts the success of the entire organization. These are proven ways to improve engagement, morale and productivity.

Does your approach to training capitalize on this research?

The Streamlined Training Task Force

It’s no secret that lots of people are singing the “Layoff Blues” right now. According to a recent Rasmussen Poll, “this is the third straight month that the number [of companies] reporting layoffs is higher than the number whose firms are hiring.”   You see the ripple impact everywhere.

Stuck in traffic a few days ago, I caught an NPR “All Things Considered” broadcast of folk singer Loudon Wainwright III singing this “cheerful” ditty he wrote about the state of the economy. Although not “intended to cheer you up,” you’ll probably find yourself singing right along. "Times is Hard" starts out like this . . .
 

"Times is hard. Times is tough.
Nothin's easy. It's all rough.
There's not much right; so much gone wrong.
All I can do is play this song.

“You're watchin' the news. It all looks bad.
The worst half-hour you ever had.” . . . .    Click to hear the audio. 
 

Although singing the blues can provide some comic relief, on a more serious note, coping with layoffs is a critical problem for any organization. How do the “left-behind” employees maintain productivity and their sanity during the turbulent times when everything changes—suddenly and often without warning?

In a series of upcoming posts, we’ll explore the important role corporate training departments can play in moving organizations forward after layoffs—to mitigate the negative impact on employee productivity as well as streamline business processes to pave the way for future success.

[For a related point of view,  see  the COMPROSE All Systems GO! bloggers' post concerning the aftermath of job slashing in their post  Is Layoff the Layoffs Good Advice? ]  

 

It’s a LOOOONG commute between Miami, FL and North Pole, AK. How far apart are they? 3950 miles and 83 degrees on the thermometer.  Saturday’s Forecast Hi temperature  in North Pole, AK –10º F.  Forecast Hi in Miami, FL 73º F.  North Pole, AK is home base for new Zavanta users at PetroStar, North Pole Refinery who recently completed a series of training classes with COMPROSE Process Coach and Zavanta Trainer, Jessica Covell who is based in Miami, Florida. Through the magic of the internet even this distance was no obstacle to conducting live, instructor-led training for Zavanta users. With remote  training technology no matter the physical distance, the commute is never farther than the nearest internet connection. Web-based corporate training is a great way to get the benefits of live person-to-person training without the high costs, hassles, and work disruptions of long distance travel. There are many services available to facilitate remote training. We have found Glance Desktop Sharing software to be ideal for our remote training needs. 

As you can see from these photos taken in June, North Pole, AK is a beautiful—if remote—location in the U.S. But winter isn’t the best time for a visit.  According to Roger Ostrem, of  PetroStar, Process Safety Management,  “Our area is one of the most temperature extreme places in the North American continent i.e. -60º F to 90ºF.  It is much easier to reach the -60º F than it is to reach the 90’s and the nice warm temps do not last long enough as the seasons are June, July, August and Winter."

"I was born and raised here and I have experienced these highs and lows, especially the square tire syndrome when your vehicle is parked outside at -60 F.  Tires tend to have a flat spot where the vehicle has been sitting, rides like an old hay wagon.  We also experience a big change in daylight between winter and summer. Daylight Savings Time does nothing for us! Minutes lost or gained does.  Right now we are having about 4+ hrs. of daylight—at “High Noon” the sun is just over the horizon—and in the summer we get about 22 hours.” 

The PetroStar  northern refinery in North Pole is 17,000-barrel-per-day facility operating 24 hrs./day, 365 days per year producing kerosene, diesel and jet fuels. To learn more about what they do and this fascinating part of the world, visit the PetroStar website and NorthPoleAlaska.com

For more see recent post: Update: Christmas in North Pole, AK

You can find new high-tech corporate training tools and new approaches to e-learning all over the internet, in blogs as well as in dozens of journal articles and books.  In this post, I'm going to talk about something low-tech instead–a mindset and attitude that can help you make a real difference in your organization.

First, let me ask you a “way out there” question . . . What if you were to make it your mission to elevate the confidence level of every employee in your organization? 

Hanging around my son’s high school football and basketball teams I started to think a lot about confidence and momentum. What is the difference between a good day or a bad day?  A good quarter or a bad quarter? How is it that with the same players just one play would sometimes change the entire momentum of the game enough to cause huge success. All else being the same–same players, same field, same coaches.

How is it that some teams can go into the locker room down by 10, 20 points and come out for the second half and easily win the game?  After one dramatic come-from-behind victory I started talking to a couple of the assistant coaches. What is it? What makes the difference?

What does it all boil down to?  It is what’s between the ears. I’m not talking about smarts, I’m talking about confidence and that positive attitude that makes you feel on top of the world and that you can do anything. That feeling of accomplishment when all the boundaries and little “I don’t know how” excuses that were in your head are suddenly gone.

Think about how confidence and empowerment could cause breakthroughs in business.  What if literally everyone knew what to do?  Always–when they started their job, when the boss was gone, when no one else was around.  No one can remember everything, but what if everyone knew that they could get the answers they needed–right at their fingertips?

What's the confidence level on Day 1 for most new employees? Pretty shaky at first. But imagine if all employees you hire had access to everything they needed about their jobs and how their roles fit into the overall organization–not on day 12 or Day 100 or Day 200 but on their the very FIRST day when they walked in the door and 24/7 ever after?   How empowered would they feel if after their first day they could say: “I GET IT. I CAN DO THIS.”

Is it a pipe dream?  Nope!   If you want to make a big difference with your corporate training programs, look into ways you can empower employees by putting the critical task knowledge they need right at their fingertips–for real! 

The COMPROSE Operations Mapping method will teach you how to create clear business systems so that everyone knows what to do. You can walk anyone through your own system showing them "This is how we do business and here is how you can contribute to the overall mission."

Check out COMPROSE's Educational webinar series and Zavanta software.

One of the hardest things for new employees to cope with is learning all the little quirks of your workplace—the stuff that rarely gets covered in new employee orientation and corporate training programs: how the telephone works, how the copier works, where the bathrooms are. These are the molehills that turn into mountains if you don’t know them.  Check out the cat in this video—totally flummoxed by simple office machines—and you may remember how many of your new employees feel.

You can help your new employee’s “learn the ropes” faster by capturing all those little pieces of knowledge that the other employees carry around in their heads in a convenient set of work instructions and job aids.  You’ll be amazed at how much faster new employees can “ramp up” and become productive if they can look up practical information without having to ask—or learn my making mistakes. 

Check out how Zavanta software can help you capture ALL the critical operating knowledge in your organization including the smaller stuff.