Training for improving service quality at Honda
Case study 5 Training for improving service quality at Honda
Introduction
This case is about Honda American Motor Company which tries to improve quality due to blended learning approach. They split it in three different phase.
1. Phase one: The first phase takes place online. For two to three weeks, learners access a series of online modules that introduce the logical processes for effective problem solving and decision making. Learner progress is essentially self-paced, but since the content is driven from a Web server, the instructor can follow the progress of each learner and provide on-going encouragement and support.
During phase one, learners are also asked to identify situations to which they intend to apply the techniques so they can focus on these situations when they attend the workshop. This powerful combination of initial learning and preparation for applying the concepts to real-life issues ensures the following phase will not only be efficient but also build deep understanding and significant motivation to use the ideas on the job after training.
2. Phase two: The second phase takes place at the workshop. Guided by the instructor, learners spend two days deepening their understanding of the concepts, discussing best practices and additional techniques for problem solving and decision making, and practicing on detailed case scenarios.
Since skill transfer and results occur most rapidly when starting with the learner’s on-the-job issues, a significant portion of the session is spent working on the problems, decisions and plans identified in phase one. Simultaneously, learners receive coaching and feedback from the instructor and one another.
Learners leave the session ready to fully apply the concepts and with a plan in hand to move successfully from the workshop to consistent use of the concepts back on the job.
3. Phase three: The final phase takes place back online. In the three weeks following the session, learners resolve the
Introduction
This case is about Honda American Motor Company which tries to improve quality due to blended learning approach. They split it in three different phase.
1. Phase one: The first phase takes place online. For two to three weeks, learners access a series of online modules that introduce the logical processes for effective problem solving and decision making. Learner progress is essentially self-paced, but since the content is driven from a Web server, the instructor can follow the progress of each learner and provide on-going encouragement and support.
During phase one, learners are also asked to identify situations to which they intend to apply the techniques so they can focus on these situations when they attend the workshop. This powerful combination of initial learning and preparation for applying the concepts to real-life issues ensures the following phase will not only be efficient but also build deep understanding and significant motivation to use the ideas on the job after training.
2. Phase two: The second phase takes place at the workshop. Guided by the instructor, learners spend two days deepening their understanding of the concepts, discussing best practices and additional techniques for problem solving and decision making, and practicing on detailed case scenarios.
Since skill transfer and results occur most rapidly when starting with the learner’s on-the-job issues, a significant portion of the session is spent working on the problems, decisions and plans identified in phase one. Simultaneously, learners receive coaching and feedback from the instructor and one another.
Learners leave the session ready to fully apply the concepts and with a plan in hand to move successfully from the workshop to consistent use of the concepts back on the job.
3. Phase three: The final phase takes place back online. In the three weeks following the session, learners resolve the
Bibliography: IBT http://www.ibtimes.com/here-are-december-2013-big-eight-us-auto-sales-numbers-gm-ford-chrysler-toyota-honda-nissan-1525492, 16.04.2014 Reuters http://www.reuters.com/article/2013/04/11/us-toyota-recall-idUSBRE93A04D20130411, 16.04.2014 Toyota US http://toyotanews.pressroom.toyota.com/releases/tms+march+2014+sales+chart.htm, 16.04.2014 Cars recall http://www.autonews.com/article/20140203/OEM11/140209973/toyota-leads-in-recalls-again-in-2013-with-tally-topping-5-million, 03.02.2014