Example #1 - Increasing absenteeism with a workgroup

Example #2 - Decrease in production output

Example #3 - Decrease in product quality

Example #4 - Increase in customer complaints

Example #5 - Increase in customer training expenses

Example # 1:

Problem - The company noticed that there appeared to be an increasing amount of absenteeism within one group in the organization. A review of data confirmed this suspicion.

Analysis - After interviewing key personnel and reviewing certain documents, it was determined that the problem was low self-esteem within the group because of a high error rate in production and constant disciplinary action by their supervisor resulting from the errors. This made the individuals call out sick at a higher rate than other employees.

Analysis of the high error rate revealed that the employees were unsure of the procedure for certain tasks, thereby resulting in the errors. It was further determined that while the individuals had received initial training in how to complete these tasks, they could not remember all the steps.

Solution - The solution for this performance problem involved:

• the development of a procedure manual which contained step-by-step directions for performing certain tasks,
• a brief in-service to review certain skills and the use of the procedure manual,
• remedial training for the manager on effective practices of dealing with subordinates,
• the development of a job-aid which included a check-list for steps on certain procedures, and
• the implementation of an anonymous suggestion box which is used to identify potential problems prior to them becoming issues.
  

Example # 2:

Problem - The company revealed a reduction in the volume of widgets sold in the past six months.

Analysis - After reviewing company documents, sales data, and interviewing key personnel and customers, it was determined that the company's competitor for sales had recently launched an on-line catalog resulting in a high volume of on-line sales. The savings realized from sales staff resulting in a decrease in cost distribution which the company passed on to the consumer. As such, the competitor was selling the same widgets at a significantly cheaper price.

Solution - A strategy was developed to:

• develop an internet presence for the company with the implementation of an on-line catalog and distribution mechanism,
• identify cost-reduction avenues which could increase the competitive edge in the company's favor,
• develop a marketing campaign for advertising the new web site, and
• develop a method for training sales staff and other key personnel in the use of the on-line system.

Example #3:

Problem - An internal quality review identified a decrease in the quality of widgets being produced at a manufacturing plant.

Analysis - Through document review, interviews with key personnel, and questionnaire data submitted from plant workers, it was determined that there were a few different problems which added to the decrease in quality of widgets produced.

First, some of the raw material that was delivered was of a sub-standard grade. Rather than returning the items, it was utilized to make the widgets, thereby lending itself to a poor quality product.

Second, a few pieces of equipment have been malfunctioning. Maintenance workers had worked on them, however, the machinery still does not appear to function normally.

Third, the workers appear to be laxidazicle when it comes to standards in quality production. There is no incentive for workers to produce a high quality product. They are judged by volume not by quality.

Solution - The strategy for resolving these performance issues involve the following:

• establishment of a policy for the minimum acceptable quality of raw materials,
• require maintenance to resolve the problems with the equipment, contract out for a specialist to fix the problems with the machinery, or make plans to purchase new equipment, and
• establishment of an incentive program for quality and quantity of goods produced.

Example #4:

Problem - Managers of a chain of hotels noticed an increase in the number of customer complaints over the past year.

Analysis - After a review of documents, analysis of questionnaire data, interviews with employees and management staff, and results from a survey of customers, it was determined that front desk personnel appeared to lack skills in handling customer issues, made errors in reservations and price quotes, and lacked an overall courtesy for guests.

Employees stated that while they did receive training in these areas, the training was boring and did not prepare them to adequately perform their job. There were continual changes in policies for handling complaints and no manual to which employees could find guidance.

A review of the current training program revealed a stagnant training session with no interactivity and outdated practices.

Solution - A strategy for resolution consisted of the following components:

• a revision of the training program to include an interactive model with exercises, examples, and role-plays
,
• development of a standard operating procedures manual for front-desk personnel to refer to on key issues
, and
• a more efficient communication mechanism between management and staff including e-mail access for all employees.

Example #5:

Problem - A software development company noticed an increase in the cost of training customers on the use of their customized software programs.

Analysis - After a review of documents, interviews with key personnel, and data from a survey to clients, it was determined that the company spent approximately 1/3 of its budget on training. It further revealed a preference by clients to receive training via an alternative route which did not require costly travel for their personnel.

A review of the training content and current delivery methods showed that the information could be provided in a more efficient manner.

Solution - To meet the client's and user's needs, the following strategy for resolution was identified:

• a web-based training program was developed which provided customized training which met the needs of each specific client,
• material from the current training program, which included video segments, was incorporated into the web-based course,
• a student packet and instructor's manual were developed, and
• a train-the trainer session was created