All Things TECH: TECHnology to Train Your TECHnicians, Hamilton Allen, CO2 2017

All Things TECH: Utilizing

TECHnology to Train Your

TECHnicians

Dr. Hamilton Allen, Technical and Training Director

Senske Services

Kennewick, Washington

GLAD TO BE BACK!!!

Company Demographics

● Three Service Divisions

○ 270+ Technicians

○ 35 managers/supervisors

○ 40 CSRs

Why Do Companies Fail To

Invest in Training Initiatives?

They love mediocrity...

● Short-sightedness

● Fear

● Arrogance

● Cost

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Failure to train an employee is the quickest way to lose an employee.

Why Companies Should Invest in

Training!

● Employee/Customer Safety

● Company Morale

● Reduce Attrition

● Bottom Line

Steps to Creating a Training

Program

★Organizational Evaluation

★Define Learning Objectives

★ Creation and Implementation

Creating A Training Program

Congrats, you have a complete training

program!

When technicians aren’t applying products, they

are using devices.

What can new

technology do for

your organization?

Employee Productivity

● CEU Training

● Field Service Management Systems

Improve Finances

● Accounting software

● Cloud computing

Improve Communication

● Websites

● Customer Service

● Teleconferencing

Streamline Processes

How To Select and Implement

NEW TECHNOLOGY?

Identify Improvement Areas

● Observe the current routine/systems○ Decision making processes○ Time-dependent initiatives○ Make connections

● Determine target audience○ Customers○ Employees

● Balance needs vs. wants

What wasn’t working and where did we need to improve?

★ Communication

★ Update data security and storage

★ Unidirectional training

Identify Improvement Areas

ORGANIZATION &

SELECTION ● Be as transparent as

possible during the

research process○ Team buildin

● Communicate the need and

solution

● Set Expectations

ORGANIZATION &

SELECTION● Rank priorities

○ Functionality, cost, user

compatibility

● Create a development

and implementation

plan

Technology will only succeed if

it truly makes the lives of its

users easier

TECHNOLOGY

IMPLEMENTATION

Selecting Key Employees Continuous Support

Selecting Key

Employees

● “Champions”○ Eyes and ears

● 3 W’s

● Vocalize and demonstrate support

● Make it personal

REMOVABLE

EXAMPLE IMAGE

Effective Implementation

● Focus on the purpose

● Find a suitable pace

○ Start small and build

● Utilize resources

● Simplicity

● User value should be implicit

● Routine

Providing Support and

Feedback

● Exercise patience and understanding

● Be a coach○ Things will not go as planned○ Anticipate

opposition/Innovation Assassins

● Re-enforce vision○ Build value○ Maintain momentum

● Continuous feedback

★ Communication

★ Update data security and storage

★ Unidirectional training

Identified Improvement Areas

Training & Engagement

Training & Communication

Server Issues

CURRENT

TECHNOLOGIES

CELL PHONES AND GO PRO CAMERAS

REMOVABLE

EXAMPLE IMAGE

Cell Phones

● Ubiquitous ○ Route management○ Organizational

communication

● Customer Communication○ Voice/Photos

● Yammer

Go Pro CamerasHD-quality, compact, video recording devices

● Primarily used for outdoor activities

● We have them in the office

Additional

Applications?● Training?

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Improvement Areas

● Training

Communication○ On-boarding

■ Pest/Lawn

○ Sensitive Accounts■ Crawlspaces

■ Pruning

■ Christmas Decor

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CURRENT

TECHNOLOGIES

Office 365 and Yammer

OFFICE 365Group of subscriptions that provide productivity software and related services.

● Death of the “P” Drive

● Cost Effective

● Mobile access to files

● Security/Support

● Additional Features

Yammer Freemium enterprise social networking service used for private communication within organizations.

● “Facebook for the Enterprise”

● Dramatically changed communication○ CSR/Routers/Technicians○ Management/Technicians

● Training○ Direct communication○ Oversight

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Zarbeco Handheld Digital Microscope

On Site Training

Yammer

Monthly Technical Bulletins

OR USE THIS ALTERNATE

QUESTION SLIDE?

Learning Management Systems/ Digital Pest Library

All Things TECH: Utilizing TECHnology TO

Train Your TECHnicians

Hamilton Allen, Dir. of Training

Senske Services

[email protected]

https://www.linkedin.com/in/hamilton-allen-b008b9a3/

@hamondeck