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Title: A Redesigned Customer Service Training Package
Author: J. C. Bugg
Source: American Gas Association 1988
Year Published: 1988
Abstract: Northern Indiana Public Service Company (NIPSCO) began training gas servicemen in the late 1930s. In 1965, a four-year apprentice program was developed, and in 1986 the apprentice program vras redesigned to a Performance Based TVaining format. Performance Based Training requires competencies (acceptable levels of performance) to be specified in advance. The apprentice will know what he should be able to do what is needed to accomplish objectives how well he must perform the objective and the conditions to perform. To accomplish this, detailed procedures must be written. Performance Based Training provides a program that is job related with an audit trail to provide the apprentice the opportunity to learn all phases of the job. The result is a highly qualified journeyman trained in a minimum of time.

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