Standard Operating Proceduresfor

Manufacturing & Service

郭倉義中山大學企業管理學系

• Imagine your are a manager of a bookstore• You hired an hourly worker recently• What are you going to do with him/her?

Firefighting

No Time for Training

IneffectiveTraining

Ineffective & Varied Results

Develop Workplace Talents

Identify

Critical

Knowledge

•Understand Skills Required

•Breakdown job to pieces

•Identify Key Points / Reasons

•Job breakdown Sheets

Transfer

Knowledge

•Job Instruction (4 steps methods)

Verify Learning & Succe

ss

•Confirm results of Training

•Adjust the Process

•(Plan, Do, Check, Action)

Develop Workplace Talents

• Defining Critical Knowledge– SOP:• Identify work requirements• Document work requirements

– Critical requirements vs. Personal preference• Transferring the critical knowledge– Job Instruction (Training Within Industry, TWI)

• Follow-up– Verify the results

Fundamental Skills

Ancillary Task Knowledge

Policies and Judgments

Core Job-specific Knowledge

Accumulated Know-how

Five Critical Workplace Knowledge

Driving a Car

Core Task (Driving)

Ancillary Tasks

Knowledge

Fundamental Skills

Policies and Judgments

Accumulated Know-How

• Fundamental Skills– Applicable to all driving situations• Family cars, Racing cars, emergency vehicles

– Starting / Turning off the car– Seat belts operation– Accelerating / Braking– Backing up– General maneuvering (Turns, signals…)

• Ancillary Tasks Knowledge– Secondary and supportive• Driving is still possible without doing these task• Outsource to other sources

– Filling the gas tank– Change flat tires– Change oil– Servicing per manufacturer’s recommendations

• Policies and Judgments– Rules for safe driving• The right of road,

– Traffic signs– Traffic lights– Emergency vehicles– Night driving– Country driving

• Core task – Driving on the road• Apply knowledge in the context of real work

environment

– Share road with others– Moving through the intersections• Yellow light means Stop vs Rush

– Merging into traffic– Passing

• Accumulated Know-how• Appling knowledge become automatic

– Driving in various conditions• Night conditions• Winter condition• Driving in fog

– Response to near-accident situation– Driving etiquette

Develop Workplace Talents

• Defining Critical Knowledge– SOP:• Identify work requirements• Document work requirements

– Critical requirements vs. Personal preference• Transferring the critical knowledge– Job Instruction (Training Within Industry, TWI)

• Follow-up– Verify the results

• Document work requirements– Breakdown job to pieces– Identify key points and reasons– Job breakdown sheet

• Document work requirements– Breakdown job to pieces– Identify key points and reasons– Job breakdown sheet

Vanilla Pound Cake

Vanilla Pound Cake

Key Points

• Chapter 5– Begin at a high level to understand the skill

requirements of the job• Chapter 7– Analyzing routine work– Analyze a complex job from the health care

• Chapter 10– Standardized complex engineering tasks

Reading Lists

• Chapter 5• Chapter 7• Chapter 8• Chapter 9• Chapter 10