1. Making Competence Easy Hal Christensen Christensen/Roberts Solutions MetroSet – New York January 19, 2006

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3. Why does it take so long and cost so much to get workers up to competence?

4. © Christensen/Roberts Solutions The Learn - Retain - Do Model 1.Has inherent inefficiencies

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6. © Christensen/Roberts Solutions 1.Has inherent inefficiencies 2.Masks the high cost of learning The Learn - Retain - Do Model

7. © Christensen/Roberts Solutions The Cost of Competent Performance Learning CostTraining Cost With little or no training or support, the cost of incompetence is unacceptably high. Incompetence Trial & Error Searching Asking Fixing Mistakes

8. © Christensen/Roberts Solutions The Cost of Competent Performance Learning Cost Training Cost With training courses, the cost of incompetence is reduced but not eliminated. Incompetence Failed to Learn Forgot How

9. © Christensen/Roberts Solutions The Cost of Competent Performance Learning Cost Training Cost With training courses, however, the cost of lost productive time spent in training is significant. Unproductive Time Time spent in training Incompetence Failed to Learn Forgot How

10. © Christensen/Roberts Solutions The Cost of Competent Performance Learning Cost Training Cost The goal is to drive the costs of incompetence and lost productivity towards zero. Incompetence Unproductive Time

11. © Christensen/Roberts Solutions What if we could make it so easy for someone to accomplish a task that competence was immediate—without learning?

12. © Christensen/Roberts Solutions 1.Make learning a by- product of doing Make Competence Easy

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14. oCreate a work environment/interface that will prevent or greatly reduce the chance for error. oAllow learning to occur in the act of doing rather than prior to doing. oAllow learning to occur implicitly rather than through explicit training. The Training Wheels Concept

15. © Christensen/Roberts Solutions 1.Make learning a by- product of doing 2.Iron out barriers to getting the work done Make Competence Easy

16. © Christensen/Roberts Solutions InputOutputThru-putResults Feedback Conditions The Systemic View of Work

17. © Christensen/Roberts Solutions InputOutputResults Feedback Conditions The Systemic View of Work

18. © Christensen/Roberts Solutions InputOutputResults Feedback Conditions The Systemic View of Work

19. © Christensen/Roberts Solutions InputOutputResults Feedback Conditions The Systemic View of Work

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21. © Christensen/Roberts Solutions Because of hurdles like these, Workers in most American factories spend just 20 percent of their time making things. Supervisors spend no more than 20 percent of their time doing things that appear in their job descriptions. Knowledge workers spend just 20 percent of their time adding core value… Jay Cross and Tony O’Driscoll “Workflow Learning Gets Real,” Training Magazine

22. © Christensen/Roberts Solutions Make Competence Easy 1.Make learning a by- product of doing 2.Iron out barriers to getting the work done 3.Reduce the need for conscious learning

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24. Make Competence Easy 1.Make learning a by- product of doing 2.Iron out barriers to getting the work done 3.Reduce the need for conscious learning 4.Eliminate unnecessary work and the need to learn how to do it

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26. © Christensen/Roberts Solutions Let’s take a peek at what that would look like.

27. © Christensen/Roberts Solutions Demos Making User Competence Easy

28. Making Competence Easy Hal Christensen Christensen/Roberts Solutions MetroSet – New York January 19, 2006