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

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

© Fred Nickols 2010 Training in Context 3

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

© Fred Nickols 2010 A Little Heresy Gee, all I said was that human performance is much too important a matter to leave to the human performance technologists. 5

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

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

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

© Fred Nickols 2010 FAF Processing 9

© Fred Nickols 2010 Hidden Re-Work 10

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

© Fred Nickols 2010 Health Claims 12

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

© Fred Nickols 2010 Registration Processing 14

© Fred Nickols 2010 Production Work System 15

The Target Model © Fred Nickols

An Idealized View © Fred Nickols

The Results © Fred Nickols

© Fred Nickols 2010 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 19

© Fred Nickols 2010 Load Rate 20

© Fred Nickols 2010 Performance Domains FinancialOperational Human $$ 21

© 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, dont do it at all Situate control in the performer Look for disruptions to time on task Keep it simple Draw pictures !!! 22

© Fred Nickols 2010 Tom Gilbert Gilberts Third Leisurely Theorem: Human Competence: Engineering Worthy Performance (1978), p.76. 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). 23

© Fred Nickols 2010 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 24

© Fred Nickols 2010 The Performance PIE 25

© Fred Nickols 2010 Training in Context 26

© Fred Nickols 2010 Recommended Reading Roadmaps to Results Serendipitous Performance Consulting Finding the Bottom-Line Payoff for Training Training: A Strategic View Why those Darn Training Problems Wont Go Away 27

© Fred Nickols 2010 Q & A 28

© Fred Nickols 2010 Contact Information Fred Nickols, CPT Managing Partner Distance Consulting LLC 1558 Coshocton Ave – Suite 303 Mount Vernon, OH (740)