Frontline employees determine the success of any business. Since these employees are always in constant contact with the government, supplier and customers, the need to create a favorable working environment for them is vital. The business will be on the losing end in the absence of a flawless transaction especially with the customers, regulators and the government. A job aid is therefore needed in the workplace to ease the employees in the execution of their jobs (Leslie, 2008). A job aid is important as it aids in training since it reduces the amount of information needed to be remembered. Online help is a form of a job aid that can help improve team performance.
Online help can improve performance in the work place especially the users of software. It comes as an inclusion with all major software programs. If applied effectively, it can help reduce error rate and improve user productivity. In cases of complexity, it helps give fast and accurate response. The deployment of the job aid will depend on the business goal that the training will support. The tasks that the workers need to perform in order to reach the goal will be determine the deployment. In addition, the training activities needed to perform the task effectively plus the learning characteristics of the workers will moreover determine how the deployment of the job aid will be done (Elaine, 2014).
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The effectiveness of the employees will be determined by the training methodology used. To determine the type of method to be used, the nature of the content and the efficiency of its deliverance is important. The need for an instructor as an intervention to meet the learning mandate is significant. With online help as a job aid, three methodologists can be used. First, face- to- face is very essential especially with the intervention of an instructor, ILT training and components of practical online training for beginners and complex scenarios. These will equip them with problem solving scenarios, visual online and training tutorials as well as improve customer service knowledge (Duncan & Gardener, 1991).
There will be improved superior customer service case studies and the use of employee- hosted podcasts. Infographics will be a versatile online help job aid that will combine visuals and texts to solve complex compliance topics and tasks. Skill assessments for individual employees’ will help in personal improvement of performance and progress. Customer point of view stories will be used from the customers’ service desk as a way to boost employee-consumer relationship. Finally, company policy refreshers will be used for company policy information. Customers will therefore be able to locate a platform for support and guidance. These training tactics will enhance the value of the customer services online training as well as equip staff with experience necessary to ease their jobs (Elaine, 2014).
Change evaluation is reserved for instances where there is major changes accompanied with complexity and high visibility. To determine whether there is need for change management components in its rollout, there is need for deeper thinking on the proposed change and uncovered potentials. The job aid should be able to cover the risks to be experienced or any unintended consequences. The role and business function of the reason that led to the raising of the job aid method will help in the deeper understanding of the bigger picture. This will help in the determination of whether the goals that are set to be accomplished have been met. Whether seeking for a proactive solution or seeking of specific needs, some reasons are more urgent and specific (Joe, 2006).
The specificity and the measurability of the return in relation to the perspective of the business should be met. The risk avoidance strategy or impact desired must be of value. The risk associated with the business must be identified and the analysis of the program must be effective to the needed change. The resources needed for the implementation should also be within the organization’s budget with clear roles and responsibilities established and understood. How the services fit together, in the aspect of recent or planned changes is important especially to find the right balance. After a reality check on the job aid, the result of its implementation will help determine whether any change management components are needed in its rollout (Joe, 2006).
The type of training technology that will be utilized with the job aid will include the handling of real world problems with the use of online help. This included the identification, evaluation, indication and solving of the problem. The feedback, revision and reflection will be analyzed for the effectiveness of the method. The use of ThinkerTools Inquiry Curriculum that uses innovative software will also be applied. The program referred to as the Monsters, Mondrian and Me will be used to help in the understanding of a clear precise writing and provide a forum for feedback. The use of modern technology in the fostering of the relationship between the organization and the community will also be utilized (Elaine, 2014).
At the completion of the training, employees will be in positions to reduce error rates by the use of software programs (Duncan & Gardner, 1991). This will result to improved user productivity. In times of complexity, better and accurate methods can be applied. They will be able to reply quickly to even the most complex scenarios. There will be easier access and analysis of records including their retrieval in case of need. The employees will be able to manage customers contact and thus build employee- customer relationships. With employees doing much better jobs, job satisfaction will be guaranteed and thus reduce absenteeism and turnover leading to a pleasant workplace. This will lead to employees’ excellence performances resulting to the organization’s growth (Rebecca & Sarah, 2015).
References
Duncan, Susan. & Gardner, Peggy. (1991). The Job Aid: A User-friendly, Cost- effective Tool. Journal for Nurses in Professional Development, 7(4), 195- 201.
Elaine, Biech. (2014). ASTD Handbook: The Definitive Reference for Training & Development. 2 nd Edition. Association for Talent Development. Alexandria: Georgia.
Joe, Willmore. (2006). Job Aids Basics . Association for Talent Development. Alexandria: Georgia.
Leslie, Allan. (2008). From Training to Enhanced Workplace Performance: A practical guide for turning training dollars into performance results. Association for Talent Development. Alexandria: Georgia.
Rebecca, Charles. & Sarah, Fletcher. (2015). The Use of Job Aids for Visual Inspection in Manufacturing and Maintenance. Procedia CIRP , 38, 90-93.
