Ready, Aim, Perform! Targeted Micro-Training for Performance Intervention
Interservice/Industry Training, Simulation, and Education Conference (I/ITSEC),
The Department of Veterans Affairs has an immediate problem at hand. Tens of thousands of employees are working in a high-stress work environment where fast-paced daily production requirements are critical. Employees are faced with a tremendous backlog of veterans' claims. Unfortunately, not only are the claims extremely complex, but there is frequent shifting of laws and regulations that impact how the job is done. Employees require constant re-training. To compound this issue, most managers cannot afford to pull employees off the floor for lengthy training sessions as weekly claims processing quotas need to be met. This causes organizational conflict between training and production. Performance-error trends confirmed that an immediate intervention was needed to address this problem. What kind of solution would alleviate this issue so that employees can get the targeted training they require without impacting their weekly quotas for claims reduction?
Carpenter, J., Forde, D.S., Stevens, D.R., Flango, V. & Babcock, L.K. (2016). Ready, Aim, Perform! Targeted Micro-Training for Performance Intervention. Presented at Interservice/Industry Training, Simulation, and Education Conference (I/ITSEC) 2016.