Is 10% Good Enough for You? (from Seoul, Korea)

Over the past 6 months, I've been working with the technical support group to improve the quality of customer escalation meetings.

We made an rough estimate of how many escalation meetings have been held in this company in the past 25 years.
50 a day (across all our divisions, a conservative estimate) x 365 days x 25 years = 456,250.

So, half a million escalation conference calls.
And how much training have we done?
0. Nada. Zip. None.
Seriously. No one has been trained on how to conduct or contribute to an escalation meeting.

Now, you may think that it's a pretty easy thing to do.
You'd be wrong.

We identified 31 key attributes to a successful escalation meeting (it's since grown to 37).
We then ran a couple simulations with experienced technical support engineers.
The results?
8-12% of the criteria were met.

So, we're delivering a solution that will include some training, job aids, practice, and real-time coaching.

Lesson - don't assume that any job is 'easy'.
Will all tasks or jobs require training? Probably not.
But almost any task or job could use quantification and a job aid.

Unless 10% compliance is good enough for you, that is...