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TECHNOLOGY

Training systems for excellence Mark Jones* examines how going digital can assist employee training.

There are many reasons we train our teams. The onboarding activities of the businesses we work with focus on performing duties at a consistently high standard. This provides for reliable work and of course to meet the myriad of compliance and OH&S training needed for the safety of staff, clients and the public. Much of this training requires the adoption of systems in the performance of repetitive tasks. But the training is a system of itself and has a few key components that are needed for it to drive your business toward delivering excellence with consistency.

Reinforce training regularly

Keep training delivery simple

Avoid requiring big blocks of extended time for the whole team with snippets of information regularly. Numerous communications tools allow management to message staff with the latest techniques for improved quality of work and adhering to regulatory requirements.

If we read the training literature we would now launch into a discussion on identifying needs, define objectives, program design‌etc. This may be important for formalising your overall training plan, but it is equally important to focus on some things you can do every day to reinforce delivering training information and improve your training effectiveness.

Identify your repetitive activities that impact customer value Take it as given we need to meet all the regulatory obligations we carry, but beyond that we want to be excellent at the activities our customers care about. Identify these activities by reviewing customer feedback, asking customers and talking to our team. By doing this we can have a greater effect on improving the perception of excellence in our service delivery.

Establish procedures for excellence For each activity you will want to very simply and clearly articulate how each should be completed and reported against. The simpler the better and a means to have the team confirm completion and compliance will reduce the risk of omissions of quality failures. 40 INCLEAN March/April 2019

A challenge reported by managers in delivering training is the difficulty at getting the team together. This can lead to training during onboarding but challenges getting the team together readily. Use of digital tools to communicate with the team at the start of shifts that focus on certain client or task needs can embed learnings and reinforce earlier training.

Provide frequent, smaller snippets of information

“A challenge reported by managers in delivering training is the difficulty at getting the team together. Use of digital tools to communicate with the team that focus on certain client or task needs can embed learnings and reinforce earlier training.�

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INCLEAN March-April 2019  

Published for more than 25 years, INCLEAN magazine is the only dedicated cleaning and hygiene industry magazine in the Australian and New Ze...

INCLEAN March-April 2019  

Published for more than 25 years, INCLEAN magazine is the only dedicated cleaning and hygiene industry magazine in the Australian and New Ze...