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• This FBT process recognizes that the foundation of ALL training efforts must start with a good understanding of the strength and weaknesses of the available MR documentation. (8X Service Methods CDROM and Troubleshooting Flowcharts it contains).
  
• This FBT effort is intended to re-introduce the 8X Service Methods CDROM documentation to all Field Personnel that use it, day to day.
  

• This would require the FBT Trainer (ZSE) spends time finding the information regarding your target subject, helping the FE's to identify sources of problem resolutions.
  
      Need more Detail?  See:    Trainer's Overview
  

1. ^{Step 1} is done by ZSE, in seconds.
   
2. ^{Step 2} is done by FE, Approximately 10 minutes of their time. ZSE's: Establish a fixed period of time for the FE's to complete the questionnaire and return via an e-mail attachment. (Recommendation: 1 month per Zone).
   
3. ^{Step 3} is done by ZSE's and is dependent on the FE response and your determination! [Recommendation allow 2 hours at the end of each week to complete the measurement spreadsheets.]
   
4. ^{Steps 4 and 5}is done by ZSE and FE's and should take between one and three hours per group . This depends on the ZSE, FE's and material covered.
   
5. ^{Step 6} is done by ZSE's at first, (FE's later ). This involves using the new Service Engineering BBS and CQA process. Time will vary.
   

STEP 1:

1. To begin, you must first find out what the "baseline" training level is of ALL the FE's in your zone. This special questionnaire covers a broad range of Signa system competencies. It can also be used as a "Final exam" or a periodic review of MR system service competencies, related to the Signa products. If you are doing this for the first time select one of the following: 
   
   • Click "finalall.doc" ,to access the Website files and search for the word97 document. (See directory  \support\finalall.doc). 
   • Click "basequiz.htm"  for the HTML version.
   
   
2. Print out a copy, OR distribute the questionnaire electronically via E-mail to the FE's you intend on training.
3. Have the FE's complete the questionnaire you selected, and return it back to you. Allow 1 week for completion and emphasize to the FE's that it is highly important that they DON'T STUDY for this questionnaire. The intent is to get a good understanding of what they don't know, so future Field Based Training can be selected and targeted properly.

4. Once you have Baslined the FE's on a broad range of subjects related to the Signa system, you will have a good understanding of WHO and WHAT CATEGORY needs the most training attention.

   
   IMPORTANT CONCEPT:
   Knowing these two things will allow you to manage your Zone-wide training plan by revealing: 
   • The few FE's that need training the most
   • Exactly the subject in which they need to be trained. 
   • You need only to train those FE's with the most need! In some cases you will find that NOT EVERY FE will need the training!  
   
   
5. As you move forward through the categories you will pick a Target Subject Questionnaire based on your findings found in. Step 2. 

The 9 categories are as follows: ( Browser based, and Word 97 Versions provided)

1. [htm] [Word]    Final/Baseline Overview

2. [htm] [Word]    RF Subsystem 

3. [htm] [Word]    Gradient Subsystem

4. [htm] [Word]    IPG Subsystem

5. [htm] [Word]    Computer Workspace

6. [htm] [Word]    EPI

7. [htm] [Word]    Coils

8. [htm] [Word]    Prescan Operations

9. [htm] [Word]    Image Quality

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STEP 2:

• Attendance Sheet: Use this sheet to keep track of who attended.
  
• If you you are doing this step via e-mail, insure you keep track of WHO has been included in this training session. Attendance sheets allow you to keep track of who's been trained.
  
• Introduce the FBT Program to your intended audience using the presentation:
  
  • [HTML Version]
    
  • [Power Point Version] (Look for filename "Overview.ppt" in folder "Support".Click on it to open the Power Point 97 version.)

  (Explain to the FE's why we are doing this!)

  
  
• Give the Baseline questionnaire you have selected, to all FE's in attendance, WITHOUT THE AID of any support material provided. If you issue the questionnaire via e-mail, make sure you explain the purpose clearly: The intent of this "baseline questionnaire" is to determine what they know, without any support information. Recommendation: allow 1 week for FE to complete and return. This inital "baseline questionnaire" should take the FE approximately 5 minutes. Emphasize that any research done to answer the questions correctly, will be counter productive!
  Critical Concept:
  No support material must be used, in this step. To get an accurate measurable comprehension level of the FE MR system experiences. You must stress the absence of any support material. Failure to follow this rule will impact your intended results and will lead you to train the wrong FEs or choose the wrong subject to start your training effort!
  
  

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  STEP 3:

  ANALYZE _{The Training Gap}
  [BACK][FORWARD]
  Use the measurement tools to determine:
  
  1. The top subject identified by questions that all FE's missed the most.
     
  2. The FE's who have been identified to have the weakest training level.
     
  This step will allow you to manage the FBT task in the Field by providing you with the information you need to maximize your training task while minimizing the effort! The point here is to start with small groups that will eventually bring all the FE's in your Zone up to a unified level of understanding.
  
  The measurement tool is a Microsoft Excel Spreadsheet.  I recommend you take a copy of it and remove the colors. The color coded version will help you understand how to use it. The spreadsheet  "How-To" document will explain each section and reference the colors.

  
  To find them:
  

  • (Look for filename in folder "Support".Click ontracker.xls(Excel 97), track95.xls (Excel95)
  
  Problems?
  e-mail- Douglas.Hofstetter@med.ge.com
  Indicate your Microsoft Excel Version. (Office 95, Office97)
  
  
  
  

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  STEP 4

  IMPROVE _{Implement The Solution}
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  Once you have identified the Critical Training need and the Critical FE's that need it most, you should execute the training process:
  Start by studying the 8X Service Methods CDROM yourself. Once confident you know where to find the information:
  

  • Organize a small group training session made up of Critical FE's identified by the measurement step.
    
  • Introduce them to the current 8X service methods Troubleshooting flowcharts and currrent service documentation.
    
  How to Train:
  This can be a formal class you have developed, or a general discussion with the target FE's you have identified as the most critical. HOW you do this training class is up to you. 

  Suggestion:

  1. Use the Question Solutions on the FE Training Tools Page ( See left panel). 
  2. Open up the website and select the questionnaire you have issued to your FE's.
  3. Use that information flow to guide your FE's through the MR Service Methods CDROM to FIND ALL the answers to the questions on the questionnaire.
  4. Follow-up with the presentation called "tsmethod.ppt". This presentation is an overview of Complex System Troubleshooting Methods.  (Look for filename "tsmethod.ppt" in folder "Support". Click on tsmethod.ppt it to open the Power Point 97 version.) 

  You are responsible to integrate this training process into your zones' "every day operation" . It should be based on the realities of your zone, (Size, Coverage, current installs, Current ZSE/FE workload etc.. etc..) and become part of the job. Many of you already do some form of Field wide communication. This could be presented as a "Subject of the week/Month/Quarter".
  
  

  Note:
  

  About the content of MR Service Methods CDROM: It will become apparent that some of the documentation may not have the depth of subject you may need to complete the training to 100% satisfaction. When this occurs, you may have to use your experience to adequately explain the subject. You may also try to draw on local "expertise" within your Zone as well as other ZSE's and Service Engineering personnel. This is expected, and part of the "Trainer experience". No one is expecting the ZSE's to be EXPERTS on all subjects! Your job will be to perform training, and facilitate this training as best you can.

  Service Engineering/ZSE Feedback loop: To improve the training material it is in your best interest to report this documentation deficiency to Service Engineering. Your feedback is critical to adding the information to the Service Methods CDROM. The CQA process and the new Service Engineering Bulletin Board (BBS) will be your feedback tools, as well as the bi-annual ETC/ and MAC Meetings.

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  STEP 5

  IMPROVE _{The Training Deficiency Has Been Corrected}
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  Once your training session has been completed, give the exact SAME Subject Questionnaire as the first baseline to all FE's in attendance. DIFFERENCE: This time, allow the FE's participating to use all available sources of documentation to answer the same questionnaire to 100% satisfactory.
  
  

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  STEP 6

  
  CONTROL _{The knowledge level of the FE's}
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  Allow for a follow up Feedback and Critique discussion and time to feedback documentation deficiencies to Service Engineering.
  
  Repeat this process starting with the most critical FE's in the Zone, on each of the 8 subjects as defined by the Service Methods CDROM, ZSE_Support_Tools.
  
  

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  Questions & Answers:

  
  
  [BACK]
  
  Do I have to train ALL of the FE's in the Zone/LCT?
  NO! By measuring WHO needs the training and WHAT subjects are most problematic to the FE's you will find it only necessary to train a few engineers in your Zone. Measuring will help you identify and train only those that need it.
  
  Why do I need a 100% response rate of all the FE's in my Zone/LCT?
  If you don't, you will most likely be training everyone in your zone on every subject. A huge task you don't have time for. If you understand the baseline level of ALL FE's in your Zone/LCT you can then proceed in a methodical way to train only those that need it.
  
  My Zone training needs are different than other Zones. Why are we all distributing the same Baseline questionnaire at this time, if our training needs are different?
  Because this particular Questionnaire was TESTED for effectiveness at the October '99 ETC by all the ZSE's that were present. It also contains a question about each of the eight subjects. The collective average score was 80%. This told me you have the experience to train FE's on those particular target questions. It also gave Service Engineering a broad understanding of the training deficiencies across the field and will be emphasizing these training issues with the Education Center MR Training team.
  
  Note: You are encouraged to use the other questionnaires to "baseline" your zone on the subjects identified. Eventually all of them should be used in this process.
  
  Most ZSE's already know who needs training and feel we don't need to measure everyone.
  "Gut Feel" is a great place to start. Unfortunately if you can't put a measurement on it, you can't improve it. Your management runs on a quantitative system. Resource allocation is based on "biggest impact with limited funds". This is a business reality. This FBT effort gives you a measurement that you can take to your manager, and PROVE that training and document improvement is needed to drive overall Service Quality.
  
  Do I need to develop a training module to train with?
  NO! You will not do this in PART 1. We need to raise all FE's to a known level first, then perhaps in PART 2 we can identify and build Training Modules to share among the zones.
  
  Where do I get a Train The Trainer session on HOW to effectively Train?
  You must take this to your management. If they expect you to train then, you should be able to get this training through local means.
  
  I'm too busy "firefighting" Signa problems right now to start this FBT process.
  If you don't make time to do this, you are locking yourself into a constant firefighting loop. The intent is to start with small groups and improve your zones/LCT training level a little at a time. Eventually their improved expertise will relieve you of most of the firefighting that began as a small issue, allowing you to concentrate on the chronic problems within your Zone/LCT.
  
  The documentation does not have all the answers in it. How am I supposed to train with such incomplete source material?
  This is a reality. Problem is, Service Engineering does not know WHAT is missing? And WHAT is important to your everyday work. The users have this information and these deficiencies need to be reported to Engineering so we can accelerate the improvement of this documentation! USE THE FEEDBACK LOOP (BBS and CQA process)
  
  I don't feel I know the subject well enough either? How can I deliver training as an expert, if I don't feel confident in the subject?
  You have now identified your training weaknesses as well. Formal classes did not address this subject adequately or you have not been able to justify your own training needs. Now's the time to work out a plan with your manager to get the needed training.
  Suggestion: Use other resources. We are all experts on a few things. Seek out other ZSE's within your zone that has the expertise. Share the knowledge and the training. Using this FBT process will help you get Service Engineering back into the Field and perform this training session for you. Or "Train-The-Trainer".
  
  We've "Been there-Done-That" with FBT. Why is Service Engineering forcing this issue again, when it was proven before that it doesn't work?
  The term "FBT" and concept of Field Based Training has changed dramatically. It can be as complicated and time consuming as a CBT program or a formal class module, OR as simple as a re-introduction of the current documentation that is presently accessible by every FE. This is the goal of this "FBT". Re-introduce the documentation that is presently available and learn its strengths and weaknesses . Support the weaknesses with local expertise (ZSE's) and share the strengths with ALL FE's working on Signa. The ZSE Feedback will be the foundation to improving the current documentation.
  
  

  End of Document

  
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