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Maintenance and engineering departments routinely struggle with front-line technician training. From financing and technology to content and time commitments, training creates myriad challenges for managers who know they must address the issue while staying focused on their departments' core responsibility — building maintenance.
For Duke Realty, a commercial real estate management firm based in Alexandria, Va., the list of challenges includes a workforce with varied experience and skill levels.
"The problem was to develop a system for providing training to a diversified technical staff at all technician levels that would bring them in line with the company's complete customer satisfaction requirements (as well as) the company's vision and mission statement,"says Thomas Nettle Sr., the company's senior operations manager.
The department's solution was to implement comprehensive technician training based on a thorough review of the organization's resources and needs. The program earned the department a 2012 Facility Maintenance Decisions Achievement Award.
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