Training AND support the key
August 1st 2007

Here Jonathan Edwin of Equipment Status Management provider, Scafftag looks at the role that training plays when implementing an equipment status management system and outlines some of the obstacles and barriers that have to be overcome

Of the companies which I come across only about 20% have in place a robust equipment status management system. I usually encounter two typical problems, firstly, we have asset management being handled on a local level via spreadsheets leading to problems in access and the security of data, and secondly, at the other end of the scale, we have an ERP system which is designed to manage assets from a financial point of view, usually resulting in a vast paper trail.

Communication These two points illustrate much that is going wrong in many businesses across many different sectors. These problems are multi-faceted, there is a lack of communication between operational staff and those that work in other disciplines such as IT and finance. In order to move forward and make communication effective there is a need for both parties to 'speak the same language'. I have visited companies where a little IT training for operational staff would have paid huge dividends. Equally, the most IT literate people have the propensity to 'overspec' simply because of their lack of hands-on experience in a process. They need to be exposed to the problems that their operational colleagues face in their daily working lives.

The situation where all departments of a large, widespread organisation communicate effectively and have real insight into others working lives is a utopian one.

Therefore I'll stick to the real world and look at the level and type of training and support needed when moving to an integrated equipment status management system involving hardware and software.

As no two customers are ever the same, neither is the training and support which they need. Scafftag looks to provide whatever support is needed to get a system up and running but there are some common elements. We usually begin in the classroom where we can demonstrate the system before giving those that are to use it the chance to get 'hands on'. Also, we look to walk the users through their system step by step as we have found that just plunging them into a fully integrated system can be counter-productive.

Experience While our trainers are not training professionals they do have a huge amount of experience of both our products and systems and the industries which they are working in.

Plus, there is a training manual which can be referred to and users even get a bespoke guide which has the information for their individual system.

Support I think the word 'support' is often not given the level of emphasis it deserves. When implementing an equipment status management system there are people at many levels of an organisation that need to 'buy-in' to the process if it is really going to produce results. These people include the MD, FD, IT department, health and safety manager, site/ plant manager, engineer, and so on. One of the most effective jobs which the training provider can do is to help the 'champions' of the system (i.e those that were central to its design and specification) explain the benefits of it to others who are going to use it.

This process helps overcome any negativity that may be in evidence from having to learn something new. People do not like change and rather than bemoaning this fact we have to recognise it and find a way to move forward, rather than ignoring them and leaving them behind. Such problems are exacerbated in environments such as construction sites where you have a high turnover of staff and therefore the need to re-train is common. In this instance the communication with the 'owner' of the system is even more important.

Another element to be aware of is that, even when you do manage to organise on-site training or refresher courses, the pressure of work will inevitably intervene.

Because of this a very flexible approach is needed. Part of this flexible approach is continually developing how you support your customers.The technical team can remotely access and interrogate a customer's system, helping resolve issues quickly.

The fundamental point is that training is an important element for all employees as a business moves forward.

However, this training should not be done in isolation, its requirement should be clear, the objectives should be easy to determine and above all any training must be supplemented by support, whatever that may be for the business or trainee in question.

More articles from Scafftag Limited: