Abstract

This paper presents a new approach to improving service quality by measuring the effectiveness of training in improving behavioural competency using both qualitative and quantitative techniques. The result is improved waste injection operational service quality to both internal and external clients.

A new company high-pressure pumping standard and competence-based training programme (competence: defined by ISO 10015 as the ‘application of knowledge, skills, and behaviours in performance’) has been developed by subject matter experts using a collaborative approach incorporating best industry practice and operational lessons learned. Implementation of the standard required the development of competence-based training, given that personnel competency is a key component in the delivery of service quality excellence.

The training involves the use of computer-based awareness training, computer-based simulator, and operation of actual workplace equipment. Trainees are assessed when performing task-based operational activities conducted by assessors (skills) in combination with successful completion of examination (knowledge) with training evaluation via subjective trainee feedback.

The successful completion of an examination and tasks under controlled training conditions alone cannot measure whether (behavioural) change has been embedded into workplace operations. Quantitative data has been gathered from trainees by examination before and after delivery of training to determine knowledge improvement. Qualitative data has been collated from trainees and workplace supervisors detailing the increase in competence through the improved knowledge, skills and behaviours gained from training and subsequent application in a workplace environment. An analysis of data and the application of this approach demonstrate the value of this process in enabling the Company to focus resources most effectively on service quality.

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