The problem with documenting complex procedures and workflows Writing a simple "how-to" guide is easy. But, in reality, most businesses aren't dealing with "simple" procedures. Many procedures are complex, involving multiple steps, decisions that have to be made, sub-processes that need to be followed, and exceptions to the "normal" flow that need to be accounted for.
In most consulting engagements that involve any form of change management the consulting team is required to deliver some sort of training material to the customer. This often takes the form of a "train the trainer" approach.
What will this article help you do? This article is going to help you achieve better training results in less time by teaching you how to create clear training "Outcome Statements". What if I told you that you were lost? But then I didn’t tell you where you needed to go? How would you develop a plan? How would you know if you were making progress? How would you know when you weren’t lost any more? Create an Outcome Statement In employee training, you clarify the destination by creating a clear definition of the outcome you want to achieve. We call this an “Outcome Statement.” Getting this definition right can make all of the difference. An ambiguous Outcome Statement will make it difficult to create training materials, measure progress, and determine success. A clear Outcome Statement will help you know: Exactly what training materials to create Exactly what to measure Exactly when you have achieved success (or failure) Attributes of a good Outcome Statement
When new employees are hired on, your company needs to take care of 3 main things: Paperwork (insurance, taxes) Compliance training (e.g. ethics training, security awareness training) Operations training (policies, processes, and procedures) I'm betting that you've already got something in place for #1 or #2. Plenty of HR systems deal with paperwork, and several LMS apps deal with compliance training. The question for today is, do you have a system in place for #3?
We wanted to give you a preview of what is coming in the new ScreenSteps Employee Training Platform. Look for future blog post that will detail all of the features. But here are a few bits. Checklists Job aids are great for when an employee is still learning where to click and what to do. But after awhile, employees may not need to reference the screenshots very often because they remember all (or at least most) of the clicks for performing a task. Yet mistakes are still being made in the day-to-day operations. Billing information is incomplete, Opportunties are inaccurate, and Quotes are being sent out prematurely. Even though employees basically know how to do their job, sometimes they forget all that needs to be done. And that's where checklists come in.