1. The Program is a customized in-house technician training program.

The company recognized that its machines breakdown frequently during operation. The company wants to minimize the number of employee required for each time a machine breaks down. This means that all the technicians either mechanical or electrical should be conversant with all the aspects of the machine and solve machine break downs without consulting their peers from the other discipline. The central objective of the training program is to reduce cost and improve operations efficiency. The more specific objectives are: Drop in the number of times each fitter request for advice and support from engineering design and technical staff. The complications with the machines on site resolved faster. Not more than one person is needed to solve problems. Objective and substantial returns for paying for cross-skilling.

2. The key stakeholders are: The technicians who are first responders to the support call. They are divided in to two disciplines: o The fitters (mechanical) o The electricians The machine operators The Workshop Foreman The instructors of the training program The management

The Evaluators are: The instructors of the training program The management The in-house evaluator The engineering department

The Levels they evaluated are: Reaction This is a measure of trainee satisfaction measured by the questionnaire at the end of the training Learning - The learning obtained by the participants was assessed by a Questionnaire at the end of the training and by observation by the instructors based on both a check list which was

completed in respect of each participant and observation of a structured skill/confidencebuilding exercise. Behavior The change in behavior was measured two to three months after the training. The supervisors of the trainee (Foremen) completed a questionnaire in order to assess whether the trainees were using the skills acquired during training on the job. The Foremen and the Instructors, who were also engaged in operation duties which brought them into contact with the trainees, also observed application on the job and reported on a standard form. Results The business impact of the training was measured on the following criteria: o Machine Down time - monitor any changes in the average amount of time machines are not operational. o Call-out times Changes in time required to troubleshoot problem before and after the training. o Reduction material and labor cost. o Measure the value for additional payments for cross-skilling.

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