Page 49 - Making Instruction Work

chap 4 3/4/97 4:56 PM Page 37

performance analysis 37

Inst: I’m certainly willing to do that. What seems to
be missing?

Dean: Well, I’ve had calls from a couple of com-
panies who are complaining that their
troubleshooters won’t use the hotline
when they’re supposed to.

Inst: What do you mean?

Dean: If they can’t clear up a problem within 22
minutes, they’re supposed to call the hotline
and talk to the “hotshot” about it. But they
don’t do it.

Inst: What do they want me to do about it?

Dean: They think you should beef up your course.

Inst: Don’t the troubleshooters know how to use
the telephone?

Dean: Of course they do.

Inst: Do they know the procedure for calling the
hotline?

Dean: Of course they do. But they don’t use it.

Inst: So they know what’s expected of them, they
have the necessary tools and procedures, and
they already know how to do what they’re
supposed to do. That tells us that instruction