HPT: Guerrilla Style .


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HPT: Guerrilla Style. Leveraging Requests for Training Fred Nickols, CPT. Session Overview. A Little Context Some Cases Some Models Some Strategies, Tips & Theories A DIFFERENT Way of Looking at Things. Training in Context. A Little Wisdom.
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HPT: Guerrilla Style Leveraging Requests for Training Fred Nickols, CPT © Fred Nickols 2010

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

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Training in Context © Fred Nickols 2010

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A Little Wisdom "War is much excessively essential a matter, making it impossible to be left to the officers." Georges Clemenceau © Fred Nickols 2010

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A Little Heresy "Hmm, all I said was that human execution is much excessively critical a matter, making it impossible to leave to the human execution technologists." © Fred Nickols 2010

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

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

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Case 2 – Financial Aid Financial Aid Forms (FAF) at ETS Referral from Booz  Allen "Enhance Productivity by means of Training" A Request to Develop Training © Fred Nickols 2010

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FAF Processing © Fred Nickols 2010

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Hidden Re-Work © Fred Nickols 2010

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

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Health Claims © Fred Nickols 2010

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

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Registration Processing © Fred Nickols 2010

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Production Work System © Fred Nickols 2010

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The Target Model © Fred Nickols 2010

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An Idealized View © Fred Nickols 2010

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The Results © Fred Nickols 2010

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Case 5 – Load Rate Custom Operations Division at ETS "Watch out for things for some time" Internal customers worried about rates Objective: Lower the heap rate © Fred Nickols 2010

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Load Rate © Fred Nickols 2010

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Performance Domains Operational Financial $$ Human © Fred Nickols 2010

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Seek and ye should discover Keep your eyes and ears open Ask bunches of inquiries, particularly "why" questions Listen past the answers Tweaking trumps reengineering Movement is the adversary Do it once; even better, don\'t do it at all Situate control in the entertainer Look for disturbances to time on errand Keep it straightforward Draw pictures !!! PI Tips for Trainers © Fred Nickols 2010

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Tom Gilbert\'s Third Leisurely Theorem: "For any given achievement, an inadequacy in execution dependably has as its quick cause an insufficiency in a conduct repertory (P), or in the environment that backings the repertory (E) or in both. Be that as it may, its definitive cause will be found in an inadequacy of the administration framework (M)." Human Competence: Engineering Worthy Performance (1978), p.76. © Fred Nickols 2010

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Douglas McGregor "… the execution P of a person at work in a mechanical association is a component of specific attributes of the individual I , including his insight, aptitudes, inspiration, mentalities and certain parts of the ecological circumstance E , including the way of his employment, the prizes connected with his execution, and the authority gave him. P = f (I a,b,c… E m,n,o ) The Professional Manager (1967), p.5 © Fred Nickols 2010

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The Performance PIE © Fred Nickols 2010

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Training in Context © Fred Nickols 2010

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Recommended Reading Roadmaps to Results http://www.nickols.us/roadmaps.pdf Serendipitous Performance Consulting http://www.nickols.us/serendipitous.pdf Finding the Bottom-Line Payoff for Training http://www.nickols.us/finding.pdf Training: A Strategic View http://www.nickols.us/strategic_view.pdf Why those Darn "Preparing" Problems Won\'t Go Away http://www.nickols.us/darn_problems.pdf © Fred Nickols 2010

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Q & A © Fred Nickols 2010

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Contact Information Fred Nickols, CPT Managing Partner Distance Consulting LLC 1558 Coshocton Ave – Suite 303 Mount Vernon, OH 43050 (740) 504-0000 fred@nickols.us www.nickols.us © Fred Nickols 2010

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