Training Isn't The Problem

In a time management seminar for a large organization, there were managers from 10 different departments in the classroom. As we explored their issues and frustrations, a common theme emerged: all of them were spending a significant part of their days trying to find the information they needed on the corporate network. They unanimously agreed that the network was poorly organized, and had slow, inefficient search capabilities. "I start a search in the morning and check to see if it's done in late afternoon, often it isn't!" They just couldn't find what they needed.

So, since it was very hard to find information, when they did finally find it, they would make their own copy. And, since most of these managers were below the level that were issued laptops, they would have to print out the documents so they could take them into the field or bring them to meetings. And, since most of these managers were below the level that were issued bookshelves and filing cabinets, they didn't have any place to store these printed copies. So they'd either pile it up on their desk or the floor, or throw it out.  Either way, they'd end up searching for it all over again the next time they needed it. Often, the printed paper versions would end up being out-of-date the next time they used it.

The design and usability of the company network was out of their control. The lack of access to laptops for portable access was out of their control. The capacity to file and store printed documents was out of their control. But, instead of addressing those issues, the solution that was implemented was to train these people on time management.

The system you're working in largely determines your capacity to get results. In this case, the system made it very hard for people to get the information they needed when they needed it. In situations such as this, training isn't the answer. No matter how well trained, the system would keep holding these people back.