Teaching new software skills and business processes to Q&R engineers

Summary form only given. Q&R Engineers are being asked to adapt to new technologies and business processes at an ever increasing rate. The challenge to program managers who own these changes is how to deploy the knowledge and skills effectively. There is an ever increasing dependence on training groups to deliver the information fast and effectively. We present two cases where Q&R engineers at a high tech corporation were trained on new tools and business processes. Each case uses reference based instruction and electronic support systems to deploy the new information. Each case involves a new software deployment across international sites. The cases demonstrate how training is designed developed and deployed internationally to support the new software tools and business processes they support. Referenced based PC Lab instruction is a method of instruction. First, a reference manual focused on the processes and tasks the users must perform is developed. The manual documents the software procedures in relation to the business processes. Simulation exercises are developed and documented in the manual to provide practice with the software procedures following the business process flow. The manual continues to support mastery of the software and the business processes and rules after the instruction.