North Central Business Journal News
TRAINING: THE KEY TO ISO CERTIFICATION
(February 2000 issue)
by Sandra Kay Neal, Ph.D.
To achieve ISO certification, the workforce
needs to be intensively trained. The usual methods of training (e.g.,
"on-the-job" or classroom-type instruction) are inadequate to achieve the
level of training needed for ISO certification. This type of training
must be specific and measurable. To develop the appropriate type
of training for a particular company, the following questions need to be
1) What job skill behaviors are needed
to be in ISO compliance?
a) These job skill behaviors need to be described specifically, not just
in general terms.
b) This is probably the hardest part of the development of training programs
since most people don't think in specific behaviors.
2) What specific aspects of those skills
are missing or
within the current workforce?
a) Look at each individual employee.
b) It is a waste of time and money to train ten people in a skill if only
two are inadequate. It is wiser to have training modules for each
inadequate skill area.
3) What learning style does each employee
need to become
a) Some employees need lots of hands-on practice.
b) Some employees work better with written instructions.
c) Some employees learn better with demonstrations.
d) Some employees need to work with the whole skill; some
employees need to work with pieces of the skill first.
4) What learning tasks fit with the learning
style(s) surfaced in #3 above?
a) Just because there is a video tape on a topic is no reason to use it
in a training program if people need to learn with hands-on practice and
b) The learning tasks need to address the specific ways in which people
5) What measure will indicate that mastery of
the skill has been achieved?
often, we use time in a training program as indicative of mastery.
People learn at different speeds.
determine whether the skill has been mastered, a specific measure of that
skill needs to be determined.
6) What measure will indicate that the skill has transferred
to the job?
able to perform a skill in a training setting is no guarantee that it will
be performed on the job.
b) If transfer
does not occur, the training program needs to be redone for that particular
If the above steps are followed, an effective training program
will be developed that will ensure that all employees will be able to perform
at the level needed to achieve ISO certification.
Sandra Kay Neal holds a Ph.D. in Industrial/Organizational
Psychology and has 19 years experience helping organizations solve human
resource issues. Her company, Synergistic Organizational Solutions,
specializes in aiding small businesses. Dr. Neal can be reached at firstname.lastname@example.org.