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Hot Tub Repairs – Spa Service – Hot Tub Service – Spa Repairs – Hot Tub Repairs – Spa Service – Hot Tub Service – Spa Repairs

Qualified – Quality – Trained – Expert – Factory Authorized – Qualified – Quality – Trained – Expert – Factory Authorized

Institutional knowledge is information that is contained within the memories of people within an organization.  Much is acquired through years of experiential learning; repetition of tasks, sometimes casual observation of others performing the tasks, “rule(s) of thumb” passed on from others.  Indeed, many times we seem to value experience over “book learning.”  We like our institutional knowledge.

And, there’s significant internal momentum to value institutional knowledge.  The possessor of the knowledge likely finds it empowering.  They know something others don’t.  “If anybody needs to know, they’ll have to come to me.”  If you know something that needs to be passed on to a new hire, especially if it’s technical, chances are your boss will ask you to “show the newbie.” Job security! Plus, it gives you bargaining power with your boss.

Oftentimes, your boss likes institutional knowledge, too. Instant delegation!  He or she doesn’t have to spend time training the “newb.” They can get credit for a trained employee, but don’t have to do the leg-work.

The problem is, institutional knowledge is – well – a problem. Minor variations in verbal story-telling can profoundly affect the information retained by the new employee. And, the point of training is to affect behavior.  What an employee does at the point of action is why we have employees.  If they do it right – great!  But, what if they do it wrong?  “Well, Bob showed me that…”  How can your organization have accountability like that?

There are 2 big problems with institutional knowledge:

  1. It’s often wrong.  In many cases it’s little more than hearsay.  Without a source document and a prescribed process to transmit information, it is very easy for a tidbit to become miss-stated.  A hotel swimming pool volume of 47, 484 gallons will very often get rounded.  But, which way did whomever round it? And, by how much?  Then, without a reference, somebody takes the rounded number, challenges it and a new number becomes cast into the body of institutional knowledge.  So, after 20 years, what’s right?
  2. There is no continuity.  If the possessor leaves, where does the knowledge go?  “I heard Jane say that we should push this button once a week.”  For what purpose?  Why?  The tale gets told in a hodgepodge fashion.  Some stuff may be retained.  But much may be lost to posterity.

The only way to fight misinformation and to preserve continuity is with formal written documentation and training.  One of the many services provided by Lehmann Pools & Spas is facility operator training.  As instructors, our goal is to help you properly manage your facility, not just keep the Chlorine and pH adjusted.  We can teach you how to develop a Risk Management System for your public aquatic facility.

We are big proponents of the National Swimming Pool Foundation’s (NSPF®) Certified Pool Operator (CPO®) program.  We believe the CPO® program is more thorough and comprehensive educational than many other training curricula.  Taught correctly, it is better at providing in-depth instruction.  It is certainly beyond many programs in the marketplace who only seem concerned with meeting the regulatory requirements of pool operators – for instance those concerned with being certified pesticide applicators.

A well-taught program such as the NSPF® CPO® course well-equips the facility operator to effectively manage their facility.  An added benefit of the CPO® program is the knowledge that the National Swimming Pool Foundation provides a comprehensive list of resources to effectively manage aquatic facilities.  As NSPF® instructors, we can assist your facility in leveraging those programs to ensure your people have the quality training they need.

Not only will you be using authoritative sources for your training – real knowledge backed by science – but you’ll learn ways to document your information for future use and continuity.  By understanding the importance of written, reviewed sources you’ll be fighting the 2 prevalent problems with institutional knowledge – correctness and continuity.

Join the Fight!

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Lehmann Pools & Spas of Johnstown, PA – Year Round support for all your aquatics needs.

Pool Closings ● Safety Covers ● Winterization Supplies

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Ice Melters ● Water Testing ● Chemicals – Including Bulk

Games ● Snorkels & Masks ● Pool Party Supplies

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Because You Need Us!  We are here for you.  814-266-2236

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Ice Melter – Spas – Hot Tubs – Service – Repair – Parts – Plumbing – PVC Pipe & Fittings

Ice Melter – Spas – Hot Tubs – Service – Repair – Parts – Plumbing – PVC Pipe & Fittings

Small Business Needs Your Support

Lehmann Pools & Spas is a proud member and supporter of the National Federation of Independent Business (NFIB). We believe that their advocacy is important for protecting and furthering the needs of small businesses such as ours.  If “small business” or “family business” mean anything as innovators and important engines of the US economy, then the NFIB is the one group dedicated to making sure that we are protected from the natural tendency of government and regulators to overreach and impact our ability to run our businesses, generate jobs, and create wealth.

As the coming 2016 election approaches, I think it is important that people know what candidates for office are doing to impact small businesses. I’ve attached below the voting records of all of Pennsylvania’s state legislators.

  • I’ve marked in Red the voting records of legislators who seem to vote consistently against the needs of small businesses & family businesses.
  • The ones who vote against small businesses 50% of the time are more have their voting record circled in Red.
  • I’ve boxed (in Red) the worst offenders; people who always vote against small business or people who are “excused” a lot and can’t seem to be bothered to do their job as legislators.

As a side note, you might consider the party affiliation of the candidates and where they stand with regard to support of small businesses and family businesses. A pattern, maybe?

This is at the state level in Pennsylvania. But, the pattern of support for small business is consistent around our nation – one party consistently stands against small businesses; against family businesses.  If words like “Shop Small” or “Buy Local” mean anything, we believe Pennsylvanians deserve better.  We believe the United States deserves better.  Look at data and choose for yourself.  Support small businesses.  Support family businesses.

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