Establishing the gap.
WHAT A TRAINING NEED IS
A difference between what someone can do and what the role requires.
HOW TO IDENTIFY IT
Observe the work Examine errors and rework Ask supervisors Ask the people themselves Review complaints and incidents
WHY OBSERVATION MATTERS MOST
People do not know what they do incorrectly, and supervisors describe the intended process.
WHAT TO LOOK FOR
Tasks done inconsistently Work that must be corrected Questions asked repeatedly Tasks only one person can do Steps skipped
WHY TASKS ONLY ONE PERSON CAN DO
It is a capability gap and a business risk simultaneously.
WHAT TO DISTINGUISH
- Cannot do it: a training need
- Will not do it: a management issue
- Cannot do it here: a process or resource problem
WHY THE DISTINCTION
Only the first is solved by training.
WHAT TO ESTABLISH FOR EACH ROLE
What the role requires What each person can currently do
WHAT THAT PRODUCES
A map of gaps.
WHAT TO PRIORITISE
Gaps affecting safety Gaps affecting customers Gaps creating single points of failure Gaps that are cheap to close
WHAT TO ASK PEOPLE
What they find difficult, and what they would want to learn.
WHY
They know, and asking produces engagement.
WHAT TO RECORD
The needs, and how they will be addressed.
