We’re all getting older…
Something we’re hearing time and again from customers is the challenge of an aging workforce.
I spoke to an attendee at Field Service USA last month who told me how at his company, all the complex technical questions went to a handful of people who had decades of know-how in their head. Unfortunately, these people will all be retiring soon.
His story probably sounds familiar to you. Every company is grappling with this same question: How do you extract the information from their heads and into the hands of less-experienced, junior colleagues?
Yes, the Baby Boomers are retiring and there’s nothing we can do about it. But you can prepare for the changes this will have on your service organization and surf this wave successfully.
Develop your plan now.
The worst thing you can do is ignore the situation.
Get key people in your organization talking about this. What knowledge does our organization hold in manuals and other sources? And what resides only in the heads of our ageing workforce? Who are our aging Knowledge Gurus and what are the common questions they get asked?
Can older engineers help you extract their knowledge through workshops, mentoring and coaching programs? Is there a way to turn their knowledge into how-to videos? In fact, according to Forrester Research, 75% of employees would prefer to watch a video rather than read an email or web page.
A danger with these plans, of course, is if the younger engineer leaves you’re back to square one. Millennials are twice as likely to leave a job after two years and they’re only half as likely to be employed by the same company after 10 years.
This is why diversifying your field service workforce with new hires that include mature workers is a great idea.
One of the most important steps you can take right now is starting a project to collate all your knowledge from various departments and put it in one place. That might simply be on a wiki or shared drive for now or it could be something like AnswersAnywhere.
But by just starting the first steps, you’re already ahead of many!