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Robinson Presentation Slides 2.3.08

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A level 4 evaluation in a manufacturing environment

A level 4 evaluation in a manufacturing environment

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  • 1. A Level 4 Evaluation of a Structured On-the-Job Training Intervention at a North American Paper Mill Pamela L. Robinson, Ph.D.
  • 2. Background
    • Quality Issues
      • Increase in customer returns/complaints
    • Training Issues
      • No training center
      • No training coordinator
      • No up-to-date operator manuals
      • No structured program
  • 3. Needs Assessment
    • Obtained support of senior management
    • Assessment developed
      • Other training coordinators input
      • Management input
    • Assessment completed
      • Production workers
      • Mill management
    • Assessment Reviewed
      • Management meeting
  • 4. Items Identified
    • Quality concerns
      • Increased number of customer returns/complaints
    • Lack of effective operator training
    • Lack of operator manuals
    • Lack of training center and training materials
  • 5. Program Developed
    • Driven by identified objectives
    • Developed by training team
      • Division training coordinator
      • Mill training coordinators (SME’s)
      • Mill superintendents
      • Quality engineer
      • Organizational Development
    • Utilized input from operators
  • 6. Evaluation Conducted
    • Level 1
      • Survey of Participants
    • Level 2
      • Course Tests Results
      • Checklist Completion
    • Level 3
      • Observations and Sign-Offs by Supervisors
    • Level 4
      • Analysis of Operator-Controllable Error Metrics
      • Survey of Training Team to Identify Success Factors
  • 7. Questions
    • Did training have desired effect on specified quality metrics?
    • What factors contributed to success or failure of training?
  • 8. Isolating the Effects of Training
    • Metrics
      • Operator controllable errors
    • Operator positions
      • Back or “dry” end
    • Time periods
      • Assignment changes
    • Data
      • Total
      • Machine
      • Team
  • 9. The dry end operator-controllable defects
    • Bad slit/not slit/poor slit quality
    • Improper/poor splicing
    • Incorrect quantity
    • Incorrect slit width
    • Incorrect stencil/label/packaging
    • Rolls not separated
    • Soft rolls/loose winds/telescoped
    • Wrong roll diameter
  • 10. Excluded Factors
    • Quality of raw materials
    • Maintenance
    • Front or “wet” end operator positions
  • 11. Excluded Defects/Complaints
    • Slime spots on paper
    • Damage in warehouse
    • Damage in shipment
    • Late shipment
  • 12. The Results What the Metrics Revealed
  • 13. Training
  • 14. OCE Metrics
  • 15. The Rest of the Story Looking Beyond the Obvious
  • 16. Training
  • 17. Quality Metrics
  • 18. Machines
  • 19. Teams w/ Improved Metrics
    • Machine 1 Team D
    • Machine 2 Teams A, B, C
    • Machine 3 Teams A, B, C, D
    • Machine 4 Teams A, B, C, D
    • Machine 5 Teams C, D
  • 20. Survey
    • Sent to members of the training team
    • Questions
      • What factors contributed most to success of training intervention?
      • How would you rank them?
  • 21. Survey Results
    • The respondents to the survey ranked these factors in the following order.
    • Support of upper management
    • Effectiveness of the Training Coordinators
    • Structured training and certification process
    • Quality of the training materials
  • 22. Survey Results (Cont.)
    • 5. (tie) Location of training center
      • Diversity of training materials
      • Focus on safety
    • 6. Standardization of training and qualifications
    • 7. Hourly Workforce Training Survey and Needs Assessment utilized to determine top training needs
    • 8. Effect on employee morale
  • 23. Summary
    • Management support
    • Needs analysis
    • Specific business goals
    • Stakeholder involvement
    • Isolate the effects of training
    • Use appropriate metrics
    • Measure appropriate units