“Gentlemen, we will chase perfection, and we will chase it relentlessly, knowing all the while we can never attain it. But along the way, we shall catch excellence.”
― Vince Lombardi
In our line of work the hardest part of the job has to be when a manager needs to counsel an employee about an error they made which possibly inconvenienced a customer. It doesn’t happen often, but it’s life and it happens. We call them ECR’s which is short for Employee Counseling Records. A simple transposition of a VIN (vehicle id number), date, dollar amount, or an address can dramatically change the outcome of a transaction.
In an effort to reduce ECR’s, my Current Collections Director, Tony Conboy, recommended that we look into Evoke Development, a Florida based company. They offer unique training courses that “saves you money, increases productivity, and improves operational efficiency. Employees who complete accuracy training typically reduce their errors by 50% and increase their processing speed by 7%.” We also took advantage of the “train the trainer” program which enabled our staff to conduct the training after they were trained. Our Quality Assurance staff was the obvious choice to be the trainers.
To date we have had 51 employees participate in the seven hour course. We generally do an afternoon class with a morning class the following day. So far we have had a 59% reduction in errors (104 pre-course assessment errors, 43 post-course assessment errors). We have also had a 1% decrease in speed (6 minutes 30 seconds average on pre-course assessment, 6 minutes 35 seconds average on post course Assessment). Eight staff members made zero mistakes on the pre-course assessment compared to twenty-four on the post course assessment.
I had the opportunity to participate with seven employees in the February 12-13 classes. They were all wondering how I would do since I have an aptitude for quickly calculating numbers in my head. Turns out it has nothing to do with the course. On the pre-course I made five errors in 6 minutes 50 seconds. On the post-course I made one error in 7 minutes 28 seconds. This basically confirmed what I already knew; my staff can run circles around me. Of the 51, we had a handful achieve perfect scores in under 5 minutes; to me, that is mind boggling.
Time will tell if we see less ECR’s due to accurate data transfer. On ten random exit surveys the staff had high marks rating the trainer with a 99 out of 100 possible points and the actual training course 95 out of a possible 100 points. For me, I ranked them 100/100. I thoroughly enjoyed the training.
For more information on Evoke Development you can find them at http://evokedevelopment.com/.