making competence easy hal christensen christensen/roberts solutions metroset – new york january...
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Making Competence Easy
Hal ChristensenChristensen/Roberts Solutions
MetroSet – New YorkJanuary 19, 2006
© Christensen/Roberts Solutions
© Christensen/Roberts Solutions
Why does it take solong and cost so much to get workers up to competence?
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The Learn - Retain -
Do Model
1. Has inherent inefficiencies
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Link
© Christensen/Roberts Solutions
1. Has inherent inefficiencies2. Masks the high cost of
learning
The Learn - Retain -
Do Model
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The Cost of Competent Performance
Learning CostTraining Cost
With little or no training or support,
the cost of incompetence is
unacceptably high.
Incompetence
Trial & ErrorSearchingAskingFixing Mistakes
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The Cost of Competent Performance
Learning CostTraining Cost
With training courses, the cost of
incompetence is reduced but not
eliminated.
Incompetence
Failed to Learn
Forgot How
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The Cost of Competent Performance
Learning CostTraining Cost
With training courses, however,
the cost of lost productive time
spent in training is significant.
Unproductive Time
Time spent in training
Incompetence
Failed to LearnForgot How
© Christensen/Roberts Solutions
The Cost of Competent Performance
Learning CostTraining Cost
The goal is to drive the costs of
incompetence and lost productivity
towards zero.
IncompetenceUnproductive Time
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What if we could make it so easy for someone to accomplish a task that competence was immediate—without learning?
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1. Make learning a by-product of doing
Make Competence
Easy
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© Christensen/Roberts Solutions
o Create a work environment/interface that will prevent or greatly reduce the chance for error.
o Allow learning to occur in the act of doing rather than prior to doing.
o Allow learning to occur implicitly rather than through explicit training.
The Training Wheels Concept
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1. Make learning a by-product of doing
2. Iron out barriers to getting the work done
Make Competence
Easy
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Input OutputThru-put Results
Feedback
Conditions
The Systemic View of Work
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Input Output Results
Feedback
Conditions
The Systemic View of Work
© Christensen/Roberts Solutions
Input Output Results
Feedback
Conditions
The Systemic View of Work
© Christensen/Roberts Solutions
Input Output Results
Feedback
Conditions
The Systemic View of Work
© Christensen/Roberts Solutions
VS
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Because of hurdles like these,
Workers in most American factories spend just 20 percent of their time making things. Supervisors spend no more than 20 percent of their time doing things that appear in their job descriptions. Knowledge workers spend just 20 percent of their time adding core value…
Jay Cross and Tony O’Driscoll “Workflow Learning Gets Real,” Training Magazine
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Make Competence
Easy1. Make learning a by-
product of doing2. Iron out barriers to
getting the work done
3. Reduce the need forconscious learning
© Christensen/Roberts Solutions
© Christensen/Roberts Solutions
Make Competence
Easy1. Make learning a by-
product of doing2. Iron out barriers to
getting the work done
3. Reduce the need forconscious learning
4. Eliminate unnecessarywork and the need to learn how to do it
© Christensen/Roberts SolutionsLink
© Christensen/Roberts Solutions
Let’s take a peek at what that would look like.
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DemosMaking User Competence Easy
Making Competence Easy
Hal ChristensenChristensen/Roberts Solutions
MetroSet – New YorkJanuary 19, 2006
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