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Training Tomorrow's Technicians Using Human-Performance Technology
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English
Abstract
At a time when car complexity is increasing, the supply of qualified technicians to service them is decreasing. The industry recognizes the importance of training more technicians, and training them better. Many managers are asking themselves “Are we doing things right?” Perhaps the better question is “Are we doing the right things?” Should our goal be more training, or should it be improved human performance to improve customer satisfaction?
With more questions than answers, this paper explores the possibilities of a systems-engineering approach using analysis and feedback techniques to improve the performance of technicians with: 1) required skills and knowledge to do the job right the first time, 2) motivation and incentives to keep customers satisfied, and 3) proper operating conditions for human performance.
Authors
Citation
Probst, C., "Training Tomorrow's Technicians Using Human-Performance Technology," SAE Technical Paper 870567, 1987, https://doi.org/10.4271/870567.Also In
References
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- National Society for Performance and instruction IMPROVING HUMAN PERFORMANCE 1987 Washington DC 20036
- Head, G. TRAINING COST ANALYSIS 1985 Marlin Press Washington DC 20011 5