Training Tomorrow's Technicians Using Human-Performance Technology

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.