How We Do It: April 2000, In-house Training at the Groundskeeper

The Groundskeeper in Tucson, Ariz., has always stressed employee training. We formalized our training goals by creating Groundskeeper University, or GKU. Through GKU, we developed an in-house training program with one mission: To make learning part of the fabric of our company.

Our first step was to form a training team. We selected team members from a pool of current supervisors, all with strong field experience. Their mission was an ambitious one: To provide a company-wide learning system that addressed all formal and informal needs in a manner that could be reproduced, inherited and institutionalized, and to foster learning throughout the company.

From aeration and de-thatching to pruning, the training team carefully documented, photographed and organized the step-by-step details of how to complete each task. Team members developed test questions on each topic as a baseline for what each crew member needs to know how to function “the Groundskeeper way.” They also developed coaching points as tools for crew leaders and supervisors to use to monitor and maintain quality standards in the field.

After the documentation process was complete, they selected a computer software program to put the training information into a permanent format that would enhance learning company-wide. Combining text and photos, each of the original 19 topics the training team targeted became a separate training manual and course. Encouraged by their success, we’ve applied the same concept to other categories, such as computers, construction, maintenance, equipment safety and human resources topics. More than 60 documented training programs have been distributed to our branches to date, with more in development.

The next phase of development was to address the bilingual needs of our labor force. Using Groundskeeper staffmembers and outside consultants, we translated our training materials into Spanish. As each translation was ready, we asked native Spanish-speaking employees to help make audio recordings.

When the first group of training materials was ready, we transferred them onto CDs to distribute to each of our seven branches. Each branch has a dedicated training computer. With the CDs, supervisors bring in their crews for training sessions, usually held before or after work for 30 minutes twice a week.

A short test given at the end of each training session serves as a paper trail for tracking the process. The test makes its way into each employee’s work file and can be used in performance evaluations.

We had to hire additional staff members to fulfill our training mission. The costs included hiring a trainer, purchasing computer hardware and software — plus a lot of technical assistance from our staff and plenty of time spent pulling the program together.

We are now attempting to quantify the return on our investment, but such things defy measurement. To implement a training program to this extent, a company needs a whatever-it-takes attitude and an unshakable belief that training is important to the company and to raising industry standards.

GKU will continue to build on a strong learning foundation. Existing training materials, the 101 Series, are entry level. Intermediate and advanced training are planned to continue company-wide learning in all areas. More than 100 additional topics have been identified, including health and safety issues, goal setting and time management, as well as additional horticultural topics. – Connie Brown

The author is with the people and organization development division at The Groundskeeper in Tucson, Ariz.

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