Redesigning Training Program for Growing Medical Equipment Servicing Company
I contracted with a medical equipment servicing company that had relied on the founder, a seasoned expert with deep subject matter knowledge, to provide any and all training to its staff. This arrangement, while effective initially, was quickly becoming an issue as the company was experiencing significant growth across the United States. The rapid expansion led to increased demands on the training process, with time and travel constraints severely limiting the amount and quality of training that could be provided to new field service engineers. As a result, many of these engineers were entering the field with insufficient knowledge and skills, leading to a potential decline in service quality and customer satisfaction. Recognizing the urgency of this situation, the company sought to develop a more structured and scalable training program that would ensure all employees were adequately prepared and supported as they navigated their new roles in this thriving environment.
The following roadmap was developed to address concerns identified during initial analysis and through conversations with company leadership.
Training & Onboarding Improvement Roadmap
Phase 1: Discovery & Alignment (0–30 days)
Goal: Build a fact-based understanding of gaps, expectations, and constraints before making changes.
Key Activities
- Conduct program analysis
- Map current training content → job tasks → expected proficiency
- Identify where scaffolding, repetition, or support is missing
- Deploy survey to FSEs, techs, and engineers
- Validate perceived vs actual skill gaps
- Capture onboarding experience, confidence levels, and learning preferences
- Hold management alignment session
- Clarify expectations for proficiency, independence, and troubleshooting depth
- Confirm success metrics (time to proficiency, retention, service outcomes)
Deliverables
- Gap analysis summary
- Survey results and themes
- Agreed definition of “proficient”
- Decision-makers and governance clarified
Phase 2: Design & Prioritization (30–60 days)
Goal: Design targeted, high-impact improvements rather than broad changes.
Key Activities
- Redesign training structure
- Identify content suitable for self-study / CBT
- Define where spaced learning and reinforcement are needed
- Improve classroom training
- Add clear learning objectives
- Add speaker notes for continuity across instructors
- Increase engagement (animations, OPEX scenarios, real cases)
- Define onboarding model
- Decide: in-role immediately vs delayed entry
- Standardize shadowing expectations and duration
- Design mentorship program
- Mentor role definition and guidelines
- Criteria for mentors
- Mentor training requirements
Deliverables
- Prioritized improvement backlog
- Updated onboarding flow
- Draft mentorship framework
- Updated training objectives and structure
Phase 3: Pilot & Enablement (60–120 days)
Goal: Test changes on a small scale and enable internal capability.
Key Activities
- Pilot self-study modules
- Use LMS or interim delivery method
- Measure usage and effectiveness
- Launch mentorship pilot
- Train selected mentors
- Pair with new hires or lower-confidence FSEs
- Implement train-the-trainer
- Identify internal candidates from the ranks
- Transition knowledge from SMEs to training personnel
- Introduce reinforcement mechanisms
- Follow-up sessions
- Field check-ins
- Knowledge-sharing forums
Deliverables
- Pilot results and lessons learned
- Mentor feedback and adjustments
- Trained internal trainers
- Refined training materials
Phase 4: Scale & Standardize (120+ days)
Goal: Institutionalize what works and support long-term sustainability.
Key Activities
- Roll out improved onboarding and training at scale
- Formalize mentorship and trainer roles
- Establish ongoing feedback loop
- Regular surveys
- Performance metrics review
- Reassess proficiency model
- Field vs central repair responsibilities
- Ongoing vs periodic retraining needs
- Address contract or structural constraints as needed
Deliverables
- Standardized onboarding and training program
- Sustainable mentorship and trainer model
- Metrics dashboard (time to proficiency, turnover, confidence)
- Continuous improvement plan
Key Success Metrics (Tracked Across Phases)
- Time to proficiency
- First-year retention
- Self-reported confidence post-training
- Reduced escalations / repeat service calls
- Mentor and trainee satisfaction
Child Welfare eLearning Program Redesign
Led the end-to-end redesign of course modules for a child welfare training program at Action for Child Protection. Managed the project lifecycle from storyboard development through final eLearning production, ensuring instructional quality, consistency, and alignment with program goals. Collaborated with stakeholders to refine content and improve learner engagement, while overseeing two contract instructional designers throughout development. Created supplemental learning materials to reinforce course content and support knowledge transfer. Regularly reported project status, milestones, and outcomes to company directors, ensuring transparency and alignment with organizational objectives.
Key Responsibilities
- Directed redesign of child welfare eLearning course modules
- Managed development from storyboards to final published courses
- Created supplemental job aids, guides, and supporting learning materials
- Supervised and coordinated the work of two contract instructional designers
- Monitored timelines, deliverables, and quality assurance processes
- Reported project progress and outcomes to company leadership
- Collaborated with subject matter experts and stakeholders to ensure training effectiveness and program alignment