Training program lifts product reliability at NACCO Materials Handling Group: … and safeguards relationship with main dealer and customers

Abstract

Purpose

Describes a training program that helped to lift product reliability at NACCO Materials Handling Group.

Design/methodology/approach

Explains the reasons for the program, the form it takes and the results it has achieved.

Findings

Reveals that, before the training, in-house problem-solving was not robust and problem “fixes” were not permanent. Close-out time for issues was too long, and lessons were neither being learned nor applied. Project-management skills were deficient and teams were not operating effectively.

Practical implications

Details the improvements that have resulted from the training, including more-reliable products, more-skilled workers and better working practices.

Originality/value

Provides the inside story of an award-winning training program.

Citation

(2013), "Training program lifts product reliability at NACCO Materials Handling Group: … and safeguards relationship with main dealer and customers", Human Resource Management International Digest, Vol. 21 No. 7, pp. 17-19. https://doi.org/10.1108/HRMID-10-2013-0085