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L-R) Neal Hittepole, Director-Branch Aftermarket Support;
Roger Kaiser, Service Trainer; Dick Falkner, Director-Branch
Training and Organizational Development; Justin Moore,
Regional Service Trainer; Jim McClurg, Service Trainer;
Doug Hall, Corporate Training Manager | Customers expect breakthrough thinking from Crown – particularly ideas that enhance their material handling productivity. From operator-friendly lift truck designs to long-lasting performance with the Integrity Parts and Service System®, Crown is continually focused on enhancing operation and minimizing downtime. That commitment extends to improving the way new technicians are trained to assure they have the confidence to fix things right the first time.
Crown’s innovative training approach, called DP QuickStart™, has earned the prestigious Award of Excellence for Outstanding Instructional Product from the International Society for Performance Improvement (ISPI).
Crown did not want to hurry technicians through a series of lectures to increase what they know. They wanted to give technicians the chance to prove what they can do as they are learning it. It’s called Demonstrated Performance™ – showing you’ve mastered one skill before moving on to another.
“DP QuickStart has been designed to systematically teach a lift truck service technician the core skills needed to service an industrial lift truck,” said Doug Hall, Crown Corporate Training Manager. “Technicians used to attend three- to five-day training sessions that were lecture based.”
With Crown’s DP QuickStart, each technician studies and practices at their own pace while completing 40 modules, all under the constant supervision of a qualified instructor. Students must demonstrate their competence in each skill before moving on.
“By supplying more constructive, individual feedback on what each technician was doing well and where they needed to improve, we had hoped to reduce the time required to reach maintenance competency to six months. What we’ve seen is that technicians are completing the program and demonstrating competence in three months or less.”
“The real benefit of the program is better service to our customers,” said Dick Falkner, Crown’s Director of Branch Training and Organizational Development. “Better technicians mean less downtime for our customers’ machines and less rework. They get it right the first time.”
Crown studies have confirmed that those who have completed the DP QuickStart training are able to effectively handle the workload of a competent technician much sooner than with previous programs. That’s good news for customers who prefer not to be a training ground for fresh technicians.
“How you support your trucks after the sale makes a big difference for our customers,” says Neal Hittepole, General Manager-Branch Aftermarket Sales. “We want customers to know that they’re not paying to train our technicians. When a DP QuickStart-trained technician comes to their facility, they know what they’re doing. They’ve already proven it.”
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