Services Wins the Chamber Quality Cup Team Award
on their use of PATS.
Memphis RRC is one of the Take-With Channel units within Sears
Logistics Supply Chain. This operation meets
the needs of target customers and shareholders by enabling the merchants, logisticians,
and retail stores to work together:
utilization, including inventory and facilities
store-centric model including predictable delivery
Supply Chain costs while maintaining or improving required service levels.
The goal of utilizing the Process Activated Training System®
seeks to reduce the amount of time it takes to adequately equip an associate with the
information needed to become productive in a job function.
It supplements the Take-With Channels documented standardized
processes by generating simple training scripts that can be utilized and revised in a more
timely manner with just-in-time information to drive the behavior for execution.
The nature of this business is driven by peaks and lows as sales
volume dictates. The objective is to move
merchandise to customers (selling units) over a wide geographic region to ultimately
supply product for ads, sales and replenishment. During
the peak season planning process the management team agreed that the traditional training
process was somewhat effective, but could not support just-in-time training within a short
period of time based on volume spikes. The
training program required a process improvement that would allow more associate
participation and empowerment in the process to reduce training cycle time for new
The General Manager of the facility first introduced the PATS
methodology to members of the quality team, Human Resources, and the Supply Chain Park
with a presentation given by PATS Developer, Dr. Donald C. Fisher.
Unlike most businesses, SLS has a set of documented standardized
processes to support unit compliance. These
processes provided detailed aspects of each operation and can become quite complex. There was a need to maximize the content of the
processes while reducing the complexity. PATS
offers a means to satisfy this requirement and also raise the level of training execution
to another level.
Traditionally, Sears utilized OJT and standard equipment trainers. By utilizing PATS there is a move from the
traditional hierarchy to an inverted hierarchy that is associate driven. Trainers were replaced with Subject
Matter Experts (SMEs) who are certified to execute the training process throughout the
facility. This changed management driven
training by empowering associates peer selection of two non-exempt associates as
gatekeepers of the training program known as Group
Training Leaders (GTLs). The GTLs now have
the responsibility of tracking the progress of associates training, monitoring
effectiveness and reporting to the Program Coordinator.
Success is measured by job function productivity improvements,
expense reduction, associate turnover, workers compensation expense, key performance
indicators, and cycle time. The unit has these
pre-determined indicators that measure progression of improvement on a daily, monthly and
The goal for this program is to utilize the show, tell, demonstrate
and observation methodology to drive expected behavior for process execution. The PATS methodology creates an associate owned
training structure which helps retain knowledge within the unit. As more associates are trained using this
methodology it will aid to reduce the amount of deviation in operating processes despite
volume driven associate turnover. By
empowering associates to own training, overall unit morale will increase over time.
The PATS methodology offers numerous benefits for the facility. Utilizing this training methodology supports the
goal of meeting in-stock requirements, driving customer centricity, both internally and
externally, and helping the unit to produce predictable deliveries to Sears retail selling
The Memphis RRC Training team is empowered and supported with balance
participation and skill sets to include Human Resources, Six Sigma Green and Black Belts
and a process certification board.
Challenge Level winner for the Memphis
RRC Training Team
success of the RRC Team was achieved through implementing the Process Activated Training System to
document their best practices and develop a just-in-time training system. Etta Glass,
General Manager (second from right), is accompanied by Toya Stith (holding the Cup),
Douglas Coombs, Quinton Wakefield, Elorise Langs, Walter Black, Chandra Andhe, and Dr.
Donald C. Fisher.
||MSQPC - The Quality Center offers the Memphis
Regional Chamber of Commerce Quality Cup Award which is aligned with the former RIT/USA
Today Quality Cup - America's Team award and the Malcolm Baldrige National Quality Award.
information and the nomination form are