Building Quality Into On-The-Job PerformanceLaura GreggLaura GreggTechnologyTechnologyIncreasing demands of technologyTechnologyTechnologyHardwareHardware SoftwareSoftware“Techno-ability”“Techno-ability”Components of technology“Techno-ability”“Techno-ability”HardwareHardware SoftwareSoftwareEngineeringEngineeringOperationsOperationsWork areas“Techno-ability“Techno-abilityHardwareHardware SoftwareSoftwareDoingDoingUnderstandingUnderstandingDevelopingDevelopingCreatingCreatingEngineeringEngineeringOperationsOperationsWhat is required of peopleDoingDoingUnderstandingUnderstandingDevelopingDevelopingCreatingCreatingOJTOJTClasses, CBTClasses, CBTExperienceExperienceHow we learnDoingDoingHow do we think about “doing”?How do we think about “doing”? JobsJobs DutiesDuties TasksTasks ProceduresProcedures StepsStepsHomeownerHomeowner Yard workYard work Cut lawnCut lawn Start mowerStart mower Pull ropePull ropeJobJob AnalysisAnalysisTaskTask AnalysisAnalysisFocus on doingJob Job AnalysisAnalysisVerifyVerifyReviseReviseApproveApproveTaskTask MatrixMatrix1. List the procedures1. List the procedures 2. List completion criteria2. List completion criteria 3. Identify or document3. Identify or documentstandard practice standard practiceTaskTask AnalysisAnalysisVerifyVerifyTaskTask AnalysisAnalysis Team(s)Team(s)Job-holderJob-holder or SMEor SME PanelPanelProjectProject TeamTeamManagersManagersMentorMentorLearnerLearnerReviseReviseApproveApproveSOJTSOJT Guide &Guide & StandardStandard PracticesPracticesLearningLearningCertifierCertifierCertificationCertificationYardYardExteriorExteriorPlumbingPlumbingHeatingHeatingCut LawnCut LawnWeed GardenWeed GardenFertilizeFertilizePaintingPaintingClean GutterClean GutterClear DrainClear DrainWashersWashersFiltersFiltersSet Set TStatTStatOil FurnaceOil FurnaceThis process is called This process is called Job AnalysisJob Analysis. . The result is a chart of The result is a chart of WHATWHAT has to be done. has to be done.Job analysis for Homeowner=TasksAdd Gas to MowerAdd Gas to MowerCut LawnCut LawnAdjust Cutting LevelAdjust Cutting Level Start MowerStart Mower Empty Grass BagEmpty Grass BagMix GasMix Gas Change Oil, PlugsChange Oil, PlugsSharpen BladeSharpen Blade Overhaul EngineOverhaul EngineBasicBasicIntermediateIntermediateAdvancedAdvancedThis process is called This process is called Task AnalysisTask Analysis. . The result is a document on The result is a document on HOWHOW the task should be done. the task should be done.Task analysis for Cut Lawn = ProceduresAdd Gas to MowerAdd Gas to MowerProcedures refer to Standard PracticesStandard PracticesJob analysisDone by a panel of 3-15 job holders or subject matter expertsTakes two days of facilitated workResult is Task Matrix Matrix verified by panelYardExteriorPlumbingHeatingCut Lawn Weed GardenFertilizePaintingClean GutterClear DrainWashersFiltersSet TStatOil FurnaceJob analysis outcomesRole clarityJob descriptionEducation/training requirementsWhere this job analysis process works Technical Technical or highly or highly structured structured jobsjobsSocialSocial or highly or highly contextual contextual jobsjobs上下文的Task analysisDone for each task on Task MatrixUses two SMEs working with a technical writerTakes approximately one hour per taskResult is Structured OJT GuideStructured OJT Guide verified by panelTask: Cut the Lawn1. Add gas to the mower A103-5 2. Set the cutting levelC56 3. Start the mowerC73 4. Change the grass bag X104-5 . . .Task analysis outcomesList of proceduresCompletion criteriaReference to best practicesSOJT Guide example page1 1Add gas to mowerAdd gas to mower2 2Adjust cutting levelAdjust cutting level3 3Start mowerStart mower4 4Empty grass bagEmpty grass bagProcedureProcedure# #Task:Task: Cut lawnCut lawnDuty:Duty: Yard workYard workProcedure list outcomesRefined task matrixClearer job descriptionBetter understanding about knowledge and skill requirementsSupport for on-the-job trainingSOJT Guide example page1 1Add gas to mowerAdd gas to mower2 2Adjust cutting levelAdjust cutting level3 3Start mowerStart mower4 4Empty grass bagEmpty grass bagCompletion CriteriaCompletion CriteriaReferenceReferenceGauge reads “full”Gauge reads “full”MowDocMowDoc #22 #22 SafeDocSafeDoc #8C #8CBlades are set to correctBlades are set to correct height for grass lengthheight for grass lengthMowDocMowDoc #23 #23Mower starts and runsMower starts and runs smoothly and steadilysmoothly and steadilyMowDocMowDoc #35 #35Operator empties bagOperator empties bag whenever it is fullwhenever it is fullMowDocMowDoc #37 #37 CompostDocCompostDoc #7 #7ProcedureProcedure# #Task:Task:Cut lawnCut lawnDuty:Duty:Yard workYard workStructured OJTProvides a definitive training planClarifies expectationsProvides a map and current statusOccurs with a mentor (subject matter expert, lead or senior person) who has been trained to train othersOffers structured guidance and practice in a real-world settingGe