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

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

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

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)

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

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

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

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…)

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

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

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

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

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

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

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

Vanilla Pound Cake

Vanilla Pound Cake

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

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