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Spotlight on . . . Training Partnerships - OEM and End User Viewpoint There is no question about the reliance the original equipment manufacturer (OEM) and the end user have on one another in today’s packaging industry. This dependence is most evident during training where strong communication of expectations and information is key. This month we asked OEM Dennis Blom, director of training at PIAB Inc. and end user Tom Hergenrader, manufacturing engineering technician of Coors Brewing Company to tell us a bit about their experiences with training and their expectations of this critical element of successful business in today’s packaging industry. Here is what they had to say: Training is Changing High production rates are not just a matter of having quality equipment. Coors has seen their share of successful and failed packaging lines and the role training has in ensuring a successful installation. “A few decades of experience with many packaging equipment installations has allowed me to view success and failure, acceptance and rejection of new equipment from the front line,” Hergenrader says. “Win or lose swings from the quality and durability of the machinery along with ownership and learned expertise the production facility attains from OEM training quality.” Many times, equipment manufacturers are so focused on manufacturing quality equipment, they can lose sight of the need to develop quality training. “When I was offered the position as director of training, my knowledge of training was based on what I had experienced as a trainee. It wasn’t until the PMMI Certified Training program that I learned there really is a method for doing good, quality training,” Blom says. Getting Started Quality training needs to be established at the outset of a line installation. “We don’t get the opportunity to discuss training before the request for quotation so the cover letter that accompanies the quotation includes a paragraph inviting the customer to contact us to discuss training,” Blum says. An operator’s ability to run the equipment is directly related to the end users impression of that manufacturer. “New equipment training is the vendor’s big opportunity to cement the sale for acceptance and future sales and service opportunities. Every operator, electrician, mechanic or plant manager who walks by is going to be poking at the “new thing.” How well and thorough the training went is the force field that protects your good name as a manufacturer,” Hergenrader points out. Each customer has different needs, so the training capabilities of the OEM must be flexible. To facilitate the process and let the customer know what they have available, PIAB created a one page brochure that highlights the important features of its training program, including the fact that our trainers are certified and the different training options from pre-installation training at PIAB to onsite training and follow-up training. “The brochure also lists documentation options and explains the benefits of the needs assessment and working in partnership to ensure success,” Blum says. Training is a race against the clock – against downtime. “Usually you will hear rumblings that the training wasn’t soon enough about the time the crate is being removed from a new piece of equipment. Wisdom recognizes that as a cry for help and information,” Hergenrader points out. It is the nature of the new equipment installation process to be a ‘baptism of fire’. It is the responsibility of the end user to give the OEM time to train and it is up to the OEM to provide the training in the most efficient possible way. This can only be done through focused preparation. “When the customer tells us they want to talk about training, that’s when we, (usually it’s me) start the process of getting to know their unique situation. We go through a needs assessment. In the process we determine everything from; if there’s a person specifically responsible for training at their facility, the people to be trained, their skill levels, facilities, equipment, documentation and the list goes on,” explains Blom. Getting the customer involved in the process can make or break the effectiveness of the training provided onsite. “We have found that if we send the needs assessment to the customer it doesn’t get done. We have to call the customer and complete it during a phone conversation,” explains Blom. At PIAB, a proposal is written when the needs assessment is completed. The proposal explains the scope of the training in relation to the equipment being purchased, the customer’s unique situation and objectives. Optional dates are specified for the training until both the customer and the trainer’s schedules can be confirmed. Arriving On-site Effective training requires two commitments: the OEM must be adept at instructing the trainee on all aspects of the equipment and the end user must be committed to putting themselves in the ideal environment for learning. “Today when the trainer arrives he probably needs to be trilingual – electrical, mechanical and operational languages. As the vendor’s ambassador he needs to carry every communication tool necessary to explain the equipment from the ground up, teach to all learning styles–audio, visual and hands-on students. When the training is over, nobody should be left out or struggling with a partial understanding,” Hergenrader states. OEMs have expectations of their customers as well. “We expect to have the proper people ready and alert for training at the pre-determined time. They should make sure there is coverage for the people in training so they don’t have to leave to take care of problems in the production area. Customers also need to make sure the equipment and facilities are available as scheduled,” Blom adds. The Best Training Methods The right needs assessment, teaching tools and experience can deliver the high standard of training the end user expects and the OEM strives to deliver. “New equipment owners need well written manuals and electronic documentation with quick reference indices, clear and modern pictures and diagrams that help to reach answers for questions and general information quickly. The best training includes job aids that a well learned operator or mechanic or electrician can use to train and inform their peers. Laminated charts and key instructions that will be used frequently for reference are a big plus. Adjustment points and change parts need to be clearly identified and tagged for training and future operation and maintenance. Every part of the machine that requires inspection, maintenance, lubrication should be emphasized during training sessions. The sequence of these should be similar to the products flow through the equipment to mentally establish how the machine accomplishes its task and familiarize the trainee with order,” Hergenrader stipulates. “The trainer must not only be knowledgeable on the equipment but have hands on experience with it. This enables them to have confidence when doing the training as well as credibility with the people being trained. This combination makes them better at doing hands on training and setting up trouble shooting situations that as Brad Weilbrenner, our primary trainer says ‘is something that really sticks’ with the end user,” Blom says. Looking to the Future Quality engineering does not equal less training, or less after-market support. “Today the quality of equipment in general is so high that failures are usually due to a lack of training rather than deficiencies with the equipment. Customers are inclined to think the information they receive at start up is all the training they need. Then when there’s a problem they say the equipment is mal functioning. When the service call is made we find an operator is making adjustments without understanding the equipment or any other number of things that would have been covered in training,” Blom says. Follow up is a critical component of any training plan.“The manufacturer should provide the means to reach the trainer after a class is over. The dividends from that link can be tremendous since it connects the customer with the manufacturer through a personality that is recognized for expertise and gives valuable feedback to the instructor around instructions that may need more emphasis,” Hergenrader says. The ultimate consensus: good training requires constant development and communication. “We will continue our approach to training and strive to make it better. After all when we have a conveyor in the field that isn’t functioning properly we know that has a very negative impact on future sales. On the other hand if we can provide quality training to insure the proper performance of our equipment then we know our customers will become our best sales force,” finishes Blom. Hergenrader sums up by stating that “great training is all about communication tools used in a learning environment. Amazing success surrounds new equipment installations when the new owners are educated and comfortable due to thorough training and understanding of the equipment. This is a lofty goal each manufacturer should strive for.” |
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