'Just-in-Time' Training Cutting Through

Responding to the pandemic lockdowns of the last few years, Isuzu Australia Limited’s (IAL’s) Training Department introduced an innovative and highly popular online video training program - Tech Aid.

Designed to deliver, ‘just in time’ training in an online setting, the skills training program has since been retained as an ongoing, dedicated resource, ensuring that the thousands of Isuzu trucks out on Australian roads are serviced and maintained by the best and brightest in the truck world. ​ ​

Just in Time

Filling the boots of an Isuzu truck technician for just a moment, imagine you’ve just replaced a component on a transmission. You know you need to reset the automated transmission learning procedure, something that was covered in an in-person training course you attended more than a year ago.

You really want to get it right first time, but you haven’t done this task for so long you’re worried you may have forgotten the steps. This is where Isuzu’s Tech-Aid videos come to fore, offering fast format training advice, which is extremely easy to access. ​

IAL National Training Manager David Smith said the re-imagined three-minute videos were designed to refresh the memories of Isuzu technicians on tasks they are required to do infrequently, such as the procedure to reset transmissions on new N and F Series models currently on Australian roads.

“Obviously, if you do something nearly every day, you remember how to do it,” Mr Smith said.

“But for tasks that you don’t do very often – if you don’t use it, you lose it.”

The videos are a step-by-step tutorial on technical procedures that don’t arise regularly at service centres.

“The whole point of the tech-aid videos is that it provides what we call, ‘just-in-time’ training,” Mr Smith said.

Cut-Through

“They’re only three minutes in duration, and they provide the important information the technician needs to move along with the remainder of the process relatively autonomously.”

The videos been viewed 1,500 times by Isuzu’s 700-plus qualified technicians around Australia since they were introduced last year, and Mr Smith said the feedback from technicians on Tech-Aid tutorials was sensational.

“What started as a bit of stop gap has evolved into a genuine tool for our techs and we couldn’t be happier with how the program has been received.

“It’s about finding the solutions that resonate, prompt some autonomy and mastery of the craft, and ultimately, provide the best return possible for our customers – be that both in the form of uptime and bang for buck.

Laser Focus

“We’ve got a dedicated 1,700 square metre training centre here at head office and six full-time staff within the training department,” he said.

“We also have our own learning management system in place since 2011, so we are able to offer a blended mix of training types, from face-to-face to web-based plus the tech-aid videos.”

Mr Smith said the tech-aid videos were part of Isuzu’s extensive suite of training opportunities, which included the Technicians Guild Program and the annual National Technical Skills Competition. ​

The Technicians Guild Program aims to arm technicians with the most up-to-date Isuzu truck product and industry information, as well as rewarding them with cash prizes.

After enrolling in the guild, technicians receive a series of articles and questionnaires throughout the year, followed by an end-of-year closed book written exam.

The technicians are then sorted into three levels – member, senior and master, with cash prizes that increase depending on the level attained.

Mr Smith said Isuzu’s dedication to training its technicians was linked to the company’s commitment to providing the best customer service possible.

“We aim to keep our customers happy.

“And that means having Australia’s top technicians delivering world-class service, backed by a breadth of knowledge and top-of-the-line skills.”