Technician Training and Performance Enhancement

 Real-world experiences lead to better understanding …
Better understanding makes better technicians …
… Better technicians learn continuously on the job.

Your Challenge

Making your technicians knowledgeable and keeping them performing at a high level of competence on the job.  Finding the right balance between lowering your training costs while increasing your technician training effectiveness.

Your Environment

• Technicians are a key component in your equipment support system.

  • Technicians can be taught system theory, and can be taught to use standard diagnostic tools and procedures.

  • No matter how smart the equipment is, Built-in-Test and diagnostic equipment will not solve all the problems, and your technicians are the last line of defense.

  • Technicians must be trained and supported to solve the tough, elusive problems.

• There is SO much to learn about complex systems, and technicians can’t take it all in at one sitting.

  • Technicians (being human) can remember only so much so long before it starts to fade from memory.

  • Lessons fade from memory quickly if they are not “experienced”.

  • Technicians need short, context-specific refresher and supplementary lessons from time to time, delivered to them on the job at appropriate opportunities, such as when the technician is working on a system.

• Training costs are incurred:

  • For the courses that are required to bring your technician on-type.

  • When programs grow in length due to the complexity of the material.

  • When equipment configuration changes necessitate training programs changes.

  • In time lost in sending technicians away from home base for initial and refresher courses – travel costs, and time away from direct productivity.

  • In terms of technician quality of life – away from family and familiar surroundings.

The Solution

The solution is a diagnostic training system that teaches maintenance staff troubleshooting based on real experiences – and once the root cause is determined, points to the appropriate repair procedure.

A Diagnostic Training system could inspire your maintenance organization.  And CaseBank has the tools, services and expertise to help you create it.  CaseBank builds turn-key custom systems, combining CaseBank’s decision support technology and services with your staff’s expert knowledge and experience.

SpotLight is a case-based reasoning application that captures and efficiently stores the knowledge and expertise of all the technicians who have worked on an aircraft type.

On the job, it supports technicians:

• It assists them in diagnosing problems.

• It delivers small training refresher lessons relevant to the problem at hand.

In learning mode:

• SpotLight can take students through typical troubleshooting scenarios drawn from real-world equipment failures, asking questions that probes the student’s understanding of how the system works, in much the same way that an instructor might lead a student to develop their own mental model of the system.

• Initial type accreditation, refresher or just-in-time, the heart of the training application of SpotLight is the very diagnostic tool that the technicians will use every day – so they can train like they work, and work like they train.

The Benefits

• Training support extended to the job site, delivered through a working tool, and perceived as “support” by technicians.

• More interesting classroom scenarios, and the attention that comes from knowing that these are real problems.

• An always-current view of the top problems in the field and their distinguishing symptoms.

• Decreased training costs as

  • Knowledgebase always maintains currency with configuration changes.

  • Technician trains at home base when training is required

  • Technicians increase and refresh their knowledge continuously in small, relevant increments on the job.

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