A three way view on current education and training
April 1st 2004 Comments from:
Bill Summers, director, Kaivac UK: BS
Dave Rogers, general manager, Unger: DR
Dr Richard Schilling, vice chair of European Board of Representatives, ISSA: RS
Do you think the current levels of training offered to users of cleaning equipment within the cleaning industry is adequate or needs significant improvement?
BS: I think the current levels of training are adequate. However, it can be difficult for the customer if one of their employees suddenly leaves their company. The customer will be left in the unfortunate position whereby they have to ensure that the new employee is brought up to speed and trained properly.
Also it can be quite a challenge for the manufacturer/distributor to get its customers to commit personnel for any training and for them to take the training seriously. Customers usually start with great intentions regarding the implementation of a new cleaning system or new technology. However, putting the plan into practice is a different story. It makes no sense to invest in new machinery or equipment if you are not going ensure that your employees are available and on time for a training session (the beginning of shift is preferable.) It is important that managers within the customers organisation explain the importance of training to their employees.
DR: Constantly analysing and improving the levels of training will help to raise standards and hence the image of the cleaning industry, which will benefit building users and those directly involved in cleaning.
RS: I see a definite need for improvement in Germany. Cleaning Science has seen a rapid development in countries like Finland, but we have not made sufficient use of their findings yet.
Who do you think should be responsible for this training, the manufacturer, the customer training their own staff, or both parties?
BS: Both parties are certainly responsible, but the responsibilities, however, will be different.
The manufacturer has the responsibility to ensure that the training method is concise, professional, easy to understand, and correct for the task(s)/employees. Provided the trainer has been given ample time with the trainees by the customer, it is the responsibility of the manufacturer/distributor to ensure that the employees can safely and effectively operate the equipment.
The customer has the responsibility to ensure that the training is implemented on time, and to the right personnel. For example, customer management needs to treat training very seriously. If employees are not trained properly, the whole exercise of investing in new products is a waste of time. It is the customers responsibility to make employees available to the manufacturer/distributor. The customer should also make sure that the trainees are fresh. For example, dont plan a training session to begin the last hour of a 12-hour shift, right before a 3-day weekend. It is a waste of time for everyone.
DR: Both parties should be responsible including distributors if involved in the sale or providing an ongoing service. Initial training from manufacturers/distributors who have in depth knowledge of the products will speed up the learning process and give a wider knowledge of the product.
RS: The best solution would be a cascade training system where knowledge is gathered by independent research institutes sponsored and supervised by industrial associations. The knowledge would ideally be processed by professional trainers with highly scientific backgrounds together with their conscientious approach to the needs of practical work and then co-ordinated with the help of professional associations. Knowledge would then be transferred to manufacturers, who could then train their customers trainers, to enable them to give effective training to their staff. As I already said, I am sure it is a good idea to have publicly organised training with diplomas like here in Germany, the so-called Meisterbrief, which you obtain after undergoing additional training and after apprenticeship by passing practical and theoretical exams, usually at the age of about 24 years. A similar structure exists in Finland.
If the manufacturer is responsible for training how long should their involvement last with each individual customer?
BS: The right answer is that both the manufacturer/distributor and customer need to agree up front what is expected of both parties. If a manufacturer/distributor is smart, it will realise that the needs of the customer is ongoing. The relationship needs to be viewed as long term as in todays chaotic business environment anything can happen, employees can resign, contracts could be won or lost. The manufacturer/distributor must be willing to re-train as needed. The customer must realise that the manufacturer/distributor incurs a cost every time a training session is conducted. At Kaivac, we include training for 3 operatives with each machine sale. If the customer needs additional employees trained, we charge a nominal fee. Training sessions usually last from 1-2 hours.
DR: This really depends on the complexity of the product or system but the support from the manufacturer should be ongoing and available when required.
RS: That is a tricky question to answer, an equally difficult reply would be long enough. It very much depends on the subject you are dealing with. With a new product it would be worth spending a day on training, particularly if the product was a brand new cleaning system. Then after a period of time refresh training could be provided.
What kinds of training packages could be offered?
BS: Most manufacturers/distributors will be flexible. Kaivac for example, will even train at 2am if that is the most convenient time for their customer. Training packages should be needs driven.
DR: Other than face-to-face hands on training wall charts, VHS and new media sources such as CD-Roms and DVDs, can offer further learning opportunities to reinforce the initial manufacturers training.
RS: There are a lot of different subjects which can be tackled, ranging from use of cleaning scourers to preventing injuries. The audience could include cleaning staff, managers, and newcomers to the industry.
What do you believe to be the main benefits from the implementation of a solid training regime, both for the business and individual?
BS: Solidification of the business relationship from a long-term perspective. Further, you establish yourself as a dependable service provider and as someone who can be counted on.
DR: The main benefits will be cleaner facilities that benefit everyone whilst making work for the operator efficient, more ergonomic and productive.
RS: For the cleaning industry, clearly productivity will be the most important issue, and meeting any legal requirements regarding environmental and occupational health standards.
Do you think regulations should be bought in to ensure that manufacturers are responsible for the training of those customers they sell their products to?
BS: No. If a manufacturer/distributor is not wise enough to ensure that training is top priority, it will not last long in business. The market and customer demand for quality and results will ultimately drive training.
DR: Regulation will mean increased costs for the end user and I am not sure they are willing to pay for it. Some equipment and products, which have high-risk elements to them should of course have regulations enforced as to their use.
RS: Not really, I think too many rules would be a bad thing. If customers already view training as adding significant value to a product they will ensure that they get it.
Any other thoughts?
RS: It is my view that it is very important to talk about the methodology of training as well. My own training sessions usually rest on three pillars: how...something works, how...to make it work profitably and last but not the least combining why and how, namely the wow factor having fun, learning and implementing something new. The wow factor is of utmost importance, if you want to train people effectively, particularly when it comes to such mundane subjects as cleaning. I confess that I learnt this in the US during visits to the annual ISSA Shows, where I regularly attended training sessions under a wide spectrum of subjects from sales to Research and Development. My impression is that more European trainers should take the opportunity to watch their American colleagues, and consider the wow factor that they convey to their audience, and how much this
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