A major step in improving the effectiveness of the process is to train in the process. Seems like common sense. Unfortunately, many organizations fail to provide practical training on process and worse, does not effectively utilize the training immediately. With the implementation of a process training program, include activities which encourage the use of that training within a person’s work day.
There are three levels of practical process training:
- General process standards,
- Specific process implementations
- Skills training
ITIL®, Six Sigma, BPM and a variety of other process standards provide the necessary vocabulary and concepts for a foundation understanding of the process environment. During a process implementation, the opportunities to present the framework of the process standard are numerous as the organization learns about the changes. After completing training, find opportunities to continually expose the vocabulary and concepts of the process standard to the organization. This can range from refresher courses to ensuring process discussions are a regular component of meeting agendas.
Every person does not need to be trained on every process implemented. At the very least, each individual needs to be trained in the primary processes that they are fulfilling a role in. Expanded training may provide training in processes that interface. Many training programs create process education that can be reusable. Though this keeps training costs low, practical training requires understanding the particulars of the specific implementation they will be working. Supplement the existing training program to transition the knowledge obtained to useful understanding of the process environment.
Skills training provides training to the individual to enable them to better perform their role. Encouraging the individual to apply those learned skills immediately enforces the knowledge that was obtained. Maintaining a schedule of employee’s training will allow managers the basis to plan how to use the learned skills to improve the team or process in the future.
Each of these levels have their benefits in improving the process. Success comes in using the training effectively.