all things tech: technology to train your technicians, hamilton allen, co2 2017
TRANSCRIPT
All Things TECH: Utilizing
TECHnology to Train Your
TECHnicians
Dr. Hamilton Allen, Technical and Training Director
Senske Services
Kennewick, Washington
Company Demographics
● Three Service Divisions
○ 270+ Technicians
○ 35 managers/supervisors
○ 40 CSRs
Why Do Companies Fail To
Invest in Training Initiatives?
They love mediocrity...
● Short-sightedness
● Fear
● Arrogance
● Cost
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Failure to train an employee is the quickest way to lose an employee.
Why Companies Should Invest in
Training!
● Employee/Customer Safety
● Company Morale
● Reduce Attrition
● Bottom Line
Steps to Creating a Training
Program
★Organizational Evaluation
★Define Learning Objectives
★ Creation and Implementation
Creating A Training Program
What can new
technology do for
your organization?
Employee Productivity
● CEU Training
● Field Service Management Systems
Improve Finances
● Accounting software
● Cloud computing
Improve Communication
● Websites
● Customer Service
● Teleconferencing
Streamline Processes
Identify Improvement Areas
● Observe the current routine/systems○ Decision making processes○ Time-dependent initiatives○ Make connections
● Determine target audience○ Customers○ Employees
● Balance needs vs. wants
What wasn’t working and where did we need to improve?
★ Communication
★ Update data security and storage
★ Unidirectional training
Identify Improvement Areas
ORGANIZATION &
SELECTION ● Be as transparent as
possible during the
research process○ Team buildin
● Communicate the need and
solution
● Set Expectations
ORGANIZATION &
SELECTION● Rank priorities
○ Functionality, cost, user
compatibility
● Create a development
and implementation
plan
Selecting Key
Employees
● “Champions”○ Eyes and ears
● 3 W’s
● Vocalize and demonstrate support
● Make it personal
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Effective Implementation
● Focus on the purpose
● Find a suitable pace
○ Start small and build
● Utilize resources
● Simplicity
● User value should be implicit
● Routine
Providing Support and
Feedback
● Exercise patience and understanding
● Be a coach○ Things will not go as planned○ Anticipate
opposition/Innovation Assassins
● Re-enforce vision○ Build value○ Maintain momentum
● Continuous feedback
★ Communication
★ Update data security and storage
★ Unidirectional training
Identified Improvement Areas
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Cell Phones
● Ubiquitous ○ Route management○ Organizational
communication
● Customer Communication○ Voice/Photos
● Yammer
Go Pro CamerasHD-quality, compact, video recording devices
● Primarily used for outdoor activities
● We have them in the office
Additional
Applications?● Training?
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Improvement Areas
● Training
Communication○ On-boarding
■ Pest/Lawn
○ Sensitive Accounts■ Crawlspaces
■ Pruning
■ Christmas Decor
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OFFICE 365Group of subscriptions that provide productivity software and related services.
● Death of the “P” Drive
● Cost Effective
● Mobile access to files
● Security/Support
● Additional Features
Yammer Freemium enterprise social networking service used for private communication within organizations.
● “Facebook for the Enterprise”
● Dramatically changed communication○ CSR/Routers/Technicians○ Management/Technicians
● Training○ Direct communication○ Oversight
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All Things TECH: Utilizing TECHnology TO
Train Your TECHnicians
Hamilton Allen, Dir. of Training
Senske Services
https://www.linkedin.com/in/hamilton-allen-b008b9a3/
@hamondeck