Procedure Training How to make it effective

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Procedure TrainingHow to make it effective
Meshing Man and Machine
Presented to
The 5th Annual Technical Trainers
Conference Bellingham, Washington May 1, 2008
V. Earl Brown, Jr. ebrown_at_industrialpsychologists.
biz Office 865-681-3173 Mobile
865-805-3948
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Procedures

• Why do we need them?
• How do we make sure we have the right ones?
• How do procedures fit into our overall training
  program?
• Why would we train our personnel on them?
• How do we make procedure training effective?

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Why do we need procedures?

• Regulatory compliance (OSHA, EPA, DOT,
  State/Local regulations)
• Industry/voluntary guidelines (API, CSB, OSHA VPP
  Star program, ISO quality series)
• Company policies and engineering standard
  requirements

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How do we make sure we have the right ones?

• Conduct job task analysis on each job position
• Review existing materials
• Interview job incumbents
• Conduct additional interviews with supervisors,
  engineers, and managers
• Goal of additional interviews validate data
  collected and obtain additional job tasks
• Compile an overall list of job tasks performed by
  personnel in each job position

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Now that we have compiled the task lists, what do
we do with them?
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Risk rank each task to determine which ones need
procedures and training
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Sample Maintenance Task List
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Sample Operations Task List
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Design our training program

• Identify the training needed
• Process overview
• Regulatory required
• System/equipment
• Operating limits/consequences of deviating from
  established limits
• Troubleshooting
• Procedure
• Sequence the training in the right order

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Typical Training Sequence
MOC
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How do procedures fit into our overall training
program?
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What is the Difference in operating manuals and
procedures

• Operating manuals contain
• Process overviews
• Descriptive text related to systems and equipment
• Equipment specifications/materials of
  construction
• Why you do things
• Procedures contain
• Specific steps required to perform tasks
• Warnings/cautions
• PPE requirement
• Procedure prerequisites
• Tools/equipment required to perform tasks
• How you do things

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Why would we train on our procedures?

• Regulations (OSHA/EPA/DOT) require that personnel
  be trained on applicable procedures
• Generally accepted industry standards require
  procedure training
• Company policies require procedure training
• Its the right thing to do
• Provide clear instructions for task performance
• Facilitate consistent job performance

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Why do our personnel avoid using our existing
procedures?

• I dont need to review the procedure because I
  know how to do the job
• Our procedures are not technically accurate
• Our procedures have too much detail and you cant
  find what you need
• Our procedures have too little detail and dont
  help me
• I was never trained on the procedures
• I know the shortcuts that are not in the
  procedures
• We dont have a procedure for this task
• I dont know where the procedures are
• The manuals and procedures are not user friendly
  and are too difficult to use

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What are some of the things we can do to
encourage personnel to use our procedures?

• Review and update our procedures and training
  materials to ensure they are
• validated and technically accurate
• adequately covering the subject matter
• communicated to personnel responsible for
  performing the tasks
• uniform and consistent in relation to style,
  format, level of detail
• clearly understood
• current
• Verify they are always readily available and easy
  to find

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One clear example of why documents must be
reviewed for accuracy!
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School learning vs. adult learning

• When in school, we
• Read books
• Listened to lectures
• Memorized things
• Answered test questions
• Got our grades
• Forgot things and moved on to the next class
• As adults in the workplace, we
• Are only interested in learning things that are
  work related (while at work)
• Really only interested if they make their jobs
  easier, more efficient, or safer

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Confucius said,

• Tell me I will remember a little,
• Show me I will remember more,
• Involve me I will learn

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Effective procedure training works exactly the
same way

• Conduct classroom training on the procedures
  (tell them), the trainees will remember a little
• Take them into the field and show them how to
  perform the procedure tasks (show them), and they
  will remember more
• Watch them perform the procedure tasks (involve
  them), and they will learn

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Procedure classroom training (Telling them)

• Use an instructor lesson plan
• Explain applicable sections of the operating
  manual
• Walk personnel through PIDs associated with
  procedure
• Explain hazards using area MSDSs
• Explain reference material identified in the
  procedure
• Using PFDs pictures of the systems/equipment
  explain the process covered by the procedure
• Using the operating limits table, explain all
  critical process variables and address the
  operator actions required to correct or avoid
  deviating from acceptable operating ranges

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Procedure classroom training (Telling them)

• Using the troubleshooting guide, explain proper
  problem response
• Walk them through all sections of each procedure
  in the classroom
• Tabletop exercises are very effective for
  classroom procedure training
• Answer all questions
• Administer procedure knowledge test all
  personnel must receive a passing score before
  beginning the field portion of the procedure
  training

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Procedure field training (Showing them)

• During a walking tour through the work area, tell
  the trainee what you are going show them
• Using a structured OJT checklist, demonstrate the
  proper method of performing tasks associated with
  the procedure

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Training in the field has many names

• Demonstration
• Skill assessment
• Job performance
• Proficiency testing
• On-the-job (OJT)

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Traditional characteristics of this type training

• The location of the training is the actual work
  site
• An experienced employee teaches the new employee
• The training is provided from memory
• The new employee assumes work responsibilities
  very quickly

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Pitfalls of this type training

• As jobs become more complicated, training becomes
  more difficult
• OJT becomes more difficult to conduct from memory
• Rapid turnover affects the experience level
• In many cases, this turnover results in personnel
  conducting training that are not really qualified
  themselves

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Benefits of structured training in the field

• Consistency
• Repeatability
• Guidelines for both trainers and trainees
• Documentation of skills training

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Structured OJT means

• A set of objectives with a performance standard
• An outlined plan to teach the objective
• Opportunity to discuss, demonstrate, and
  practice, and
• Objective evaluation of performance of the task

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The OJT checklist

• Serves as the lesson plan for field training
• Provides a list of actions required for proper
  performance
• Each action has a definite beginning and end
• Serves as a training tool
• Serves as an evaluation tool
• Provides the documented record of task
  qualification
• Is an integrated element of the overall training
  process

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Sample checklist 1
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Sample checklist 2
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Trainer demonstration

• The trainer demonstrates task performance
• The trainee should follow along using the
  appropriate procedure (we want to encourage
  procedure usage)
• This process should be repeated as many times as
  necessary until the trainee is comfortable in
  attempting to perform the tasks themselves

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Supervised Practice(Involving them)

• The trainee begins performing the tasks
• The trainer observes and follows each step on the
  OJT checklist
• Allow the trainee to think through the work flow
• Coach as required
• Interrupt only to prevent injury or equipment
  damage

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Supervised Practice(Involving them) Continued

• Continue the practice until both the trainer and
  trainee are confident the task can be performed
  without assistance
• This is the most time-consuming part of the
  process and may require numerous repetitions
  before proficiency is achieved
• Make sure that the trainee realizes that the
  training phase will stop only when they are ready
  for the evaluation

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Evaluation

• Now the training stops and evaluation begins
• Up to now, the trainer focus has been to provide
  reinforcement required for successful task
  performance
• Do clearly communicate that the training portion
  of the OJT process is over and the evaluation
  will now be conducted
• The trainers only interest is whether the
  trainee can perform the task properly
• This allows the trainee to return to training if
  they feel uncertain about successful performance

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Task evaluation considerations

• Follow each observable step on the OJT checklist
• Evaluate observed performance using the
  acceptance criteria for each step
• Be sure that trainee performance has met the
  required criteria, without assistance
• The evaluation phase continues until the trainee
  demonstrates successful performance or they
  cannot perform the task
• Either way the evaluation phase is over

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Post training discussion and documentation

• If successful, the trainee and trainer sign the
  OJT checklist and this document becomes part of
  their training record
• The trainer generally provides positive feedback
  as well as pointing out specific improvements
  that would benefit the trainee
• Also, this is a good time to indicate the path
  forward such as the next OJT checklist(s) to be
  completed
• This is also a good opportunity to identify any
  revisions that need to be made to any of the
  documents from a MOC perspective

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Knowledge vs. OJT evaluations

• Knowledge tests are quantitative
• The passing score can be 70, 80, 90, etc.
• OSHA representatives I have talked with dont
  like 100 as the passing score
• They prefer 80-90 with remedial discussions over
  all missed questions
• OJT evaluations are qualitative
• The trainee either can do the job or they cant
• You cant start the Crude Unit 80 correctly

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Remedial training

• Unsuccessful performance is critiqued with
  specific feedback where problems started to occur
• Usually unsuccessful performance is not
  documented
• This is determined by your facility training
  policy
• Regardless, the training process resumes
• The process continues until the trainee can
  perform the tasks correctly

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Final thoughts

• The steps for OJT training are interdependent
• Each step builds-on and supports the others
• The OJT learning process requires patience and
  commitment on the part of both the trainer and
  trainee
• It is important that trainers are both trained in
  effective training techniques and that they want
  to be trainers

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Refresher training

• Review all emergency response procedures every
  year
• Review 1/3 of the remaining operating procedures
  each year
• Operators should be encouraged to walkdown the
  procedures in the field to validate their
  technical accuracy
• Once the procedures are validated, each shift
  should discuss the procedures which will result
  in group interaction and refresh their knowledge
  of the information contained in the procedures
• Where inconsistencies are found between the
  procedures and actual equipment configuration or
  current plant operation, the operators should
  initiate a MOC to correct the procedure deficiency

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Refresher training

• Conduct one day of classroom training annually on
  the unit. This training would cover things such
  as
• Recent MOCs relating to process or equipment
  changes
• Incidents that have occurred over the last year
• Near misses that have occurred over the last year
• PHA action items
• Methods of troubleshooting problems that have
  resulted in safety, quality, environmental,
  productivity, or production interruptions over
  the last year
• Knowledge test on the materials covered during
  the refresher training class

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Additional refresher training

• Conduct refresher training for unit personnel
  prior to assigning tasks that are infrequently
  performed
• Refresher training prior to unit startups or
  shutdowns is especially critical (as a result of
  normal shift rotation, it could have been over 10
  years since a particular shift has started up or
  shutdown their unit)
• Give BP an Atta Boy on their simulator use
  both routine and before a startup or shutdown

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• Questions discussion