1. Standard Operating Procedures for Manufacturing & Service
郭倉義
中山大學企業管理學系

2. Imagine your are a manager of a bookstore
You hired an hourly worker recently
What are you going to do with him/her?

3. Ineffective & Varied Results
Firefighting
No Time for Training
Ineffective
Training
Ineffective & Varied Results

4. Develop Workplace Talents
Identify Critical Knowledge
Understand Skills Required
Breakdown job to pieces
Identify Key Points / Reasons
Job breakdown Sheets
Transfer Knowledge
Job Instruction (4 steps methods)
Verify Learning & Success
Confirm results of Training
Adjust the Process
(Plan, Do, Check, Action)

5. Develop Workplace Talents
Defining Critical Knowledge
SOP:
Identify work requirements
Document work requirements
Critical requirements vs. Personal preference
Transferring the critical knowledge
Job Instruction (Training Within Industry, TWI)
Follow-up
Verify the results

6. Five Critical Workplace Knowledge
Fundamental Skills
Ancillary Task Knowledge
Policies and Judgments
Core Job-specific Knowledge
Accumulated Know-how

7. Driving a Car Accumulated Know-How Core Task (Driving)
Ancillary Tasks Knowledge
Fundamental Skills
Policies and Judgments
Accumulated Know-How

8. Fundamental Skills Applicable to all driving situations
Family cars, Racing cars, emergency vehicles
Starting / Turning off the car
Seat belts operation
Accelerating / Braking
Backing up
General maneuvering (Turns, signals…)

9. Ancillary Tasks Knowledge
Secondary and supportive
Driving is still possible without doing these task
Outsource to other sources
Filling the gas tank
Change flat tires
Change oil
Servicing per manufacturer’s recommendations

10. Policies and Judgments
Rules for safe driving
The right of road,
Traffic signs
Traffic lights
Emergency vehicles
Night driving
Country driving

11. Core task Driving on the road Share road with others
Apply knowledge in the context of real work environment
Share road with others
Moving through the intersections
Yellow light means Stop vs Rush
Merging into traffic
Passing

12. Accumulated Know-how Driving in various conditions
Appling knowledge become automatic
Driving in various conditions
Night conditions
Winter condition
Driving in fog
Response to near-accident situation
Driving etiquette

13. Develop Workplace Talents
Defining Critical Knowledge
SOP:
Identify work requirements
Document work requirements
Critical requirements vs. Personal preference
Transferring the critical knowledge
Job Instruction (Training Within Industry, TWI)
Follow-up
Verify the results

14. Document work requirements
Breakdown job to pieces
Identify key points and reasons
Job breakdown sheet

17. Document work requirements
Breakdown job to pieces
Identify key points and reasons
Job breakdown sheet

18. Vanilla Pound Cake

21. Vanilla Pound Cake

25. Key Points Chapter 5 Chapter 7 Chapter 10
Begin at a high level to understand the skill requirements of the job
Chapter 7
Analyzing routine work
Analyze a complex job from the health care
Chapter 10
Standardized complex engineering tasks

26. Reading Lists
Chapter 5
Chapter 7
Chapter 8
Chapter 9
Chapter 10