Use Job Aids to Improve Your Business Results
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The success of your business depends on your frontline
employees. These employees interact directly with your customers, your
suppliers and government regulators. If they don't get it right, your
business suffers. It's in your interest to make their jobs as easy for
them as possible. Sure, you need to offer them challenges along the
way. Otherwise they may lose interest and go find another employer. But
you don't want them messing up when your customers, suppliers and
regulators are depending on a flawless transaction.
One underutilized tool for helping your employees get it right
is the job aid. This type of device sits external to your employees and
is designed to give them assistance in completing a task. Effective job
aids can reduce the amount of time that your employees need to spend
undergoing training as they will no longer need to remember vast
amounts of information. That's the role of the job aid. Do not think
that job aids can replace training entirely. However, they can be a
highly effective supplement to training. In fact, some training aids
used by your trainers can be successfully imported into the workspace.
Discuss with your trainers which training aids may be of benefit in
people's day to day jobs.
So, under what circumstances can job aids be used productively
by your employees? Consider implementing job aids in these situations:
-
The task is required to be done
infrequently, with employees prone to forgetting the process steps.
(Such as a monthly inspection.)
-
The task is complex, with employees
finding it difficult to comprehend all of the factors involved. (Such
as diagnosing complex equipment faults.)
-
The task carries high risk
consequences if done incorrectly. (Such as injury to life or limb or
damage to a very expensive component.)
-
The knowledge base required for
completing the task is either large or is constantly changing. (Such as
advising on hundreds of product variations.)
On the other hand, do not implement an on-the-job aid if the
employee is required to perform the task automatically, without
conscious deliberation or assistance. For example, some emergency
services staff may be required to act spontaneously. Here, taking the
time to refer to a job aid may rob the situation of precious seconds,
putting the injured person's welfare at further risk.
Here are ten types of job aid that I encourage you to
consider, with some examples of application.
Checklists
Description:
A checklist is a form comprising of a list of items that are
checked off one at a time. Its purpose is to ensure that all items on
the list are accounted for, usually as a prelude to some other activity.
Examples:
- items to be completed before an application form is accepted
- parts to be collected before items are sent to the assembly
line
- qualities to be inspected before product is dispatched to
the customer
Reminder Cards
Description:
As with checklists, reminder cards are used primarily as a
memory prompt. They are usually pocket-sized for easy transportability
and often laminated to give durability. Unlike checklists, they cannot
be modified by the user.
Examples:
- summarizing steps in conducting a performance appraisal
- listing keyboard shortcuts for a software program
- illustrating steps in administering a vaccination
Procedures and Process Maps
Description:
Procedures and process maps are documents that an organization
uses to convey to people why actions are performed, who is responsible
for performing them and how they are to be performed. Procedures are
predominantly in text format, whereas process maps rely primarily on
diagrams to graphically represent the flow of activities.
Examples:
- creating a purchase order
- inducting a new employee
- adding an inventory item
Mnemonics
Description:
A mnemonic is any kind of visual, verbal or literary device
used to help people remember. They can be images, rhymes or acronyms
and are commonly used in helping people learn. You can build mnemonics
into the other job aids mentioned, such as procedures, reminder cards
and diagrams.
Examples:
- knuckles representing number of days in each month
- rhyme indicating to pilots in which direction they should
correct their instruments
- first letter of each word in a sentence representing the
order of musical notes
Templates
Description:
A template is a preset format that limits how something new
will be created. It can be in the form of a pattern, layout or stencil
and can be used for the creation of documents as well as physical
objects. Their primary purpose is to save time in recreating the same
style, shape or structure and to ensure standardization.
Examples:
- web page design template
- dress manufacturing template
- document templates for reports, letters, resumes, etc
Forms
Description:
Forms can be considered a special kind of document template.
Forms contain empty data fields and are designed to collect data
according to a preset structure and from a number of sources. Within an
organization, they are especially useful for ensuring that all of the
required information is collected prior to handing a process over to
the next department.
Examples:
- applications (job, training, admission)
- finance (purchase order, receipt, invoice)
- questionnaires (customer, supplier, user)
Calculators and Ready Reckoners
Description:
A "ready reckoner" is any device that helps people perform
calculations. It can be in the form of software or in hardcopy. Using
such devices in the workplace reduces the amount of training required,
as it saves employees from performing lengthy calculations. Another
lasting benefit is that it helps to reduce the chance of error.
Examples:
- redundancy payments calculator (software)
- lookup tables for calculating timber roof rafter dimensions
(hardcopy)
Diagrams
Description:
A diagram is a graphical representation designed to explain
how something works or how something is constructed. It is used to
illustrate concepts, ideas or relations and can be in the form of a
drawing, sketch, plan or chart. Diagrams used during training are
excellent candidates for migrating to the workplace.
Examples:
- color code chart for resistor values (an electronic
component)
- cardiopulmonary resuscitation (CPR) technique diagram
- floor plans showing emergency exit points
Online Help
Description:
Online help for users of software is now an expected inclusion
with all major software programs. Done well, it can reduce error rates
and improve user productivity. For users of organizational systems who
deal with complexity, yet are expected to respond quickly, providing
such online help is of similar benefit. Before you think about rolling
out an "information heavy" training program, consider placing the
information where and when it is needed.
Examples:
- accessing and entering medical records
- retrieving case law examples
- managing customer contact data
Mistake Proofing (Poka Yoke)
Description:
Mistake proofing (or poka yoke) is a concept originally
championed by Japanese manufacturers. It involves modifying materials,
tools or equipment with the objective of reducing or eliminating
entirely the chances of error.
Examples:
- keyed battery charger connectors that prevent reversed
connection
- manufacturing jigs that prevent the insertion of wrong parts
- color coded equipment leads that prevent the insertion of
incorrect leads
Designing and implementing one or more of the above types of
job aids can have a significant impact on productivity, efficiency and
accuracy. As an added benefit, employees that do a better job are more
satisfied employees. And that leads to less absenteeism and turnover
and a more harmonious workplace. Get together with your employees,
learning and quality management professionals to discuss how job aids
can improve your business performance. Set up project teams to design
and install your new workplace helpers. Then sit back and watch your
employees soar.
The above is a condensed adaptation from Leslie Allan's book,
From
Training to Enhanced Workplace Performance.
Copyright � Leslie Allan
About the Author
Leslie Allan is Managing Director of
Business Performance Pty Ltd; a management consulting firm specializing
in people and process capability. He has been assisting organizations
for over 20 years, contributing in various roles as project manager,
consultant and trainer for organizations large and small. Mr. Allan is
a prolific writer on business issues, with many journal and web
articles to his credit. He is also the author of five books on employee
capability, training and change management. His company's web site is a
rich source of information, advice and tools in a variety of business
and management areas. Visit Mr. Allan's Business Performance
web site to download trial versions of products, free
templates and introductory chapters.
Authors Google+
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Article Published/Sorted/Amended on Scopulus 2013-06-12 11:18:15 in Employee Articles
