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Sales training for ISO 9001 2000 and What type of training evidence do we need?

A

AndyN

Moved On
#11
#11
Instead of launching off on training, why not use the process to identify what anyone might need. Start off with identifying the competencies required, (that is; what does the person need to demonstrate to show they can do their job), then identify how 'aware' they are of their function and its impact on the customer/internal issues. Then any gaps can be made up by taking some kind of action, not necessarily 'training', to close that gap. You could then re-evaluate the competency again, just to show it worked.

I believe we put too much emphasis on 'training' when we don't try to find out what the result is. If I want to stop accidents, just training and retraining isn't going to work, is it. It has to be a blend of desired outcomes - training simply makes people dangerous!:yes:

Andy
 
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A

Al Rosen

Staff member
Super Moderator
#12
#12
Re: We have determined

DsqrdDGD909 said:
I have been a chemical sales rep for eighteen years and am now a brand new quality manager. In my experience, 80% of the customer complaints come from an inadequate or ill defined understanding of customer requirements and miscommunication of the supplier's ability to meet those needs.

I hope to fully train/educate/empower our sales force as my divisions QA manager.
Click to expand...
In other words, the salesman promised the customer anything to get the sale!
 
H

Helmut Jilling

Auditor / Consultant
#13
#13
AndyN said:
Instead of launching off on training, why not use the process to identify what anyone might need. Start off with identifying the competencies required, (that is; what does the person need to demonstrate to show they can do their job), then identify how 'aware' they are of their function and its impact on the customer/internal issues. Then any gaps can be made up by taking some kind of action, not necessarily 'training', to close that gap. You could then re-evaluate the competency again, just to show it worked.

I believe we put too much emphasis on 'training' when we don't try to find out what the result is. If I want to stop accidents, just training and retraining isn't going to work, is it. It has to be a blend of desired outcomes - training simply makes people dangerous!:yes:

Andy
Click to expand...

:applause: excellent stuff...Andy!
 
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