We invest hundreds of hours into getting to know our customers lifts, so we thought we’d give you an insight into how we developed the latest Platform Lift Product Training Programme for our engineers.
Platform lifts can generally be installed in 2-3 days, what’s more they are being sold in high volumes due to them being incredible value for money; their popularity makes them the ideal type of lift to train new engineers.
Before even starting to develop the programme our senior management team immersed themselves on the product, reviewing the documentation, sitting down with product experts and ultimately, where all the the real learning took place, by jumping on the tools and installing 8-10 lifts in order to reach expert status.
In the process we captured 40+ pages of notes, 500+ photo’s:
and over 100 hours of video footage:
Once we understand how the product functioned, both mechanically and electronically, we started to pull together the process for completing each stage of the installation, breaking it down into logical steps. Once we had this laid out we looked for leaner more efficient ways to approach things; a good example being where we halved the number of measurements and cuts that needed to be made on a standard height 2 floor lift. This we did by scribbling all the measurements of various components on paper, finding key relationships and doing the sums.
Next we started to build the fitters guide, one for each the mechanical and technical engineers. The guide takes the form of a checklist that outlines the key high level steps to complete the install, in the correct order.
This list indicates the page where more detailed description for each task can be found, which covers:
We then refined this over a couple of installs until we were happy we had it down to a tee.
We found that short little tutorial videos are a great learning aid. We could introduce engineers to the product before they come face-to-face with it, allowing them to get familiar before their first on-site training session. They were also great for the engineers to access on the job if they needed some clarity on a particular step, or support with troubleshooting or even to recap on how to tackle some obscure optional extra that they may only come across from time-to-time.
Here is an example of one of our video training snippets that supplement the Platform Lift Training Programme:
Striving for excellence meant it wasn’t good enough just to teach someone how to do something we had to steer them down a path towards excellence with us and that means regular reviews along the way. To aid us with this we produced an Engineers Competency Chart to help us track how they are progressing with their learning and performance around each of the key installation steps.
This enables us to test and track, what they are capable of doing, how well they are capable of doing it and how quickly they are able to complete the installation.
Every engineer starts on as a mechanical engineer, supporting the technical engineer and depending upon experience they progress into learning the technical role somewhere between 3-6 months (quicker if they have experience on similar products and are able to fast track through the mechanical role)
This approach ensures that everyone gets to understand each others role fully and creates more rounded engineers.
It’s not just about creating a pool of talent that excels with these types of products, it’s about finding what drives our engineers, where their passions lie and what their goals are. The most obvious step is to move onto bigger more complex projects, taking 2-3 weeks to complete; therefore we are working on bringing in the necessary talent to help us develop similar programmes to assist our engineers in making that move. So watch this space!
If you would like to find out more about who we are, what makes us tick and where we are heading then don’t hesitate to contact us.