Akoodie, Mohammed A.; O'Rourke, T. Frank (1987, ASQC) Northern Telecom Canada Limited, Ontario Canada
Training programs support all operating functions in large corporations. They form an essential component of the excellent company. Training is crucial to the development of management skills, to the expansion of technical and product knowledge and to the maintenance of skills levels in manufacturing and other operations. A Training Quality Assurance (TQA) program will achieve excellence in training and ensure that training funds are efficiently used.Training can be thought of a sa product, with a similar, but distinct Life Cycle. The phases of this Life Cycle - Requirements, Development, Delivery, Effectiveness - represent the areas of concentration for the quality programs. The quality program must establish standards, practices and measurement methodologies for each phase.Excellence will be achieved through the systematic application of these techniques to training programs. Operating departments will specify and approve requirements definitions that clearly identify their needs. Course developers will provide the essential documentation. Instructors will be aware of the criteria for successful delivery and overall course effectiveness will be assessed.As in all quality programs, measurement is the key to improvement. The conventional feedback loop is employed - standards established, measurement to standards carried out, deviations identified and corrective action implemented. Monthly Quality/Training management reviews provide the forum for discussion of quantified results and for planning corrective action where needed. The monthly reviews are also planning sessions for the introduction of new techniques and methodologies.Training is a function that is too important and costly to be left to a hit and miss success rate. A TQA program will achieve significant improvement both in efficiency of training and customer/user satisfaction. Training efforts will be better focused, with courses efficiently developed and updated and effectively delivered. In short, training funds will be used in a cost-effective manner.
Human resources (HR)