Product Realization in 'Training' - 7.3 Design And Development Exemptions

[Marc]

Let Us All Be Professional in our Posts

So Amit, are you laughing your ass off (lmao) in the Queen's language? The Oxford English Dictionary is the preferred dictionary of Technical Committee 176 if a word is not defined in ISO 9000:2005.

I bet if you tried, you could use the OED and figure out my post.

Read my comment once again and use your oxford dictionary to understand it!

Let us all be professional in our posts...

Thank you.

Marc

 

[Jim Wynne]

Re: Product Realisation in Training - 7.3 Design And Development Exemptions

What is the product of a school? Teaching? The vehicle to learning or the learning itself? I am not sure that the product is "training."

If you hire a trainer and they do the "training" but you don't learn anything, are you satisfied? What does the customer of a trainer really want?

In an organization that sells services but not palpable "products," the service is the product. In the present case, the service is training. That's what the organization sells. Training as a service might include ancillary products such as manuals, study guides or other training materials, but that doesn't alter the fact that the organization's product is training.

As with any other product, a service must be delivered according to the requirements of the purchaser, or in line with an agreement between the provider and the purchaser. Whether or not a service--any service--is effective or not depends on how well "effective" has been defined. If there is no operational definition--and such a definition for effectiveness of training would be extremely difficult to codify--there is no way to determine effectiveness. A service or thing that's perfectly acceptable to one person might be considered abhorrent to another.

One could say that the product of a service provider is provision of effective service, but that doesn't alter the basic nature of the product.

 

[gavinjordan]

Re: Product Realisation in Training - 7.3 Design And Development Exemptions

IWA 2 Quality management systems — Guidelines for the application of ISO 9001:2000 in education replaces product realization with 'Realization of the educational service'.

Having thought about Jim's post above, I think he is spot on. I was initially thinking the product was learning, but I think this is getting too conceptual and focused on impact. For instance, the product of a management consultancy is something like 'consultancy services', not organisational improvement. If the client doesnt get impact, they wont come back.

 

[vanputten]

I agree that some type of operational definition would be needed to determine effectiveness; an operational definition of the product.

What is the product of an amusement park? The land and the roller coaster?

The following text in italics is from a Quality Digest, October 10, 2012 in an article written by a Ford Global Manufacturing Quality Director. The article states that customers are looking for more than just style and power in their vehicles. Ford's product includes aspects of style?

When consumers are in the market for a vehicle, they no doubt consider quality as one of many buying factors. Yet quality is complex in itself, encompassing design, durability, reliability, and performance. It?s anything?and everything.

At Ford, quality is defined by our customers. Our customers are why we exist; therefore, their satisfaction is essential to our success. We realize that today?s vehicle customers are educated, aware, and discriminating. They?re looking for more from their vehicles?not just style and power, but increased technology and higher connectivity as well.

Customer delight and ease of use of the fuel cap matters as an aspect of their product?

Through feedback, we find things that surprise and delight our customers, like our Easy Fuel capless fuel-filler system. The system uses an integrated, spring-loaded flapper door to eliminate the need for a fuel tank screw cap. That means no more fumbling to remove and tighten the cap and less fuel odor on customers? hands or gloves when they?re at the pump.

Jim Wynne shared: ?Whether or not a service--any service--is effective or not depends on how well "effective" has been defined. If there is no operational definition--and such a definition for effectiveness of training would be extremely difficult to codify--there is no way to determine effectiveness.?

The Ford Quality Director shared: ?By following this system, the subjectivity of quality is removed. When everyone is on the same page, there?s no emotion involved?just pure problem solving based on facts and data. No one is filtering information differently; it?s all been agreed on beforehand, in shared and recognizable formats and templates that allow everyone to easily understand what needs to be adjusted to keep quality levels high.?

If style, performance, delight and ease of use are "qualities" of the product, then what is the product? Is the product separate from its characteristics of ?quality?? I agree that operational definitions are very important.