Insights on L&D, Grants, and Workplace Learning
We continue our series collaboration between Adriana Torres of The Process Reinvention and me. This time, I asked Adriana a question. Melissa’s question to Adriana: Can you dig deeper into Lean and talk about the most important aspect of the Process and how does that help anyone implementing it? I like that, diving deeper into the process, because once we start doing this and understanding more of what really is happening within the process, we can start to become the owners of the process instead of the ones on the receiving side of a process that is not necessarily supporting us in efficient and effective ways. As I like to say, “There is more to the process than meets the eye.” I know that I sound like The Transformers, but it is absolutely the case! That quote is powerful because it points to a truth most organizations miss: The process you see is rarely the process that’s actually running. There are hidden forces working against you, your team, and your customer. Let’s unveil them! Your processes have the following features, Visible Process → Hidden System (steps) (forces shaping the steps) 1️⃣ The “Shadow Process” (Workarounds & Shortcuts) What it looks like: “We don’t really follow that step… we just…” Extra emails, side conversations, manual fixes Tribal knowledge instead of standard work What’s happening: The real process is different from the documented one Lean insight: Workarounds = signals of broken flow Risk: Inconsistency Training gaps Hidden waste 2️⃣ Misaligned Incentives (Metrics Driving the Wrong Behavior) What it looks like: Speed prioritized over quality Output over Customer Value “Hitting the numbers” at any cost What’s happening: The system rewards behavior that undermines the process Lean insight: People don’t resist systems — they respond to them Risk: Local optimization, global failure 3️⃣ Cognitive Biases (Invisible Decision Errors) What it looks like: “We’ve always done it this way” Overconfidence in poor estimates Ignoring data that contradicts beliefs What’s happening: Human thinking shortcuts distort reality Lean connection: Bias affects root cause analysis and decision-making Risk: Solving the wrong problem repeatedly 4️⃣ Unclear Ownership (Diffused Responsibility) What it looks like: “That’s not my job” Delays at handoffs Decisions bouncing between people What’s happening: The process lacks clear accountability Lean insight: Flow breaks where ownership is unclear Risk: Bottlenecks and frustration 5️⃣ Emotional Undercurrents (Fear, Blame, Avoidance) What it looks like: Problems hidden instead of raised Silence in meetings Blame when things go wrong What’s happening: The culture discourages transparency Lean principle: Respect for people = psychological safety Risk: Problems grow in the dark If you detect that many of these are happening systematically in your organization, more likely there is plenty of waste going around that remains invisible . Next time, we will go deeper into what can be done to counter these wasteful issues hidden within the process.
I took a drive up to the north country of New Hampshire the other day, and it stopped me in my tracks. The mountains were still snow-capped, standing tall against a clear blue sky. Everything around them was still in that in-between stage—brown, waiting, not quite ready for spring. But those peaks? They stood out. Bright. Defined. Almost glowing. It was breathtaking. And it got me thinking about teams. Standing Out in a Season of Transition Most teams operate in that “in-between” space more often than they realize. Processes are fine—but not optimized. Skills are solid—but not evolving. Performance is steady—but not exceptional. It’s easy to blend into the landscape of “good enough.” But then something shifts. A new skill is introduced. A new way of thinking takes hold. A new capability is developed. And suddenly, like those snow-capped mountains, the team stands out. New Skills Create Clarity The mountains didn’t just look beautiful—they looked sharp. Defined. Clear. That’s what new skills do for a team. They: Sharpen decision-making Clarify roles and responsibilities Reduce hesitation and second-guessing When people know what they’re doing—and how to do it well—everything becomes more focused. New Skills Build Confidence There’s a quiet confidence in a team that knows it’s prepared. You see it in how they communicate. How they problem-solve. How they handle challenges. They don’t scramble—they respond. Just like those mountains rising above everything else, confidence comes from having something solid to stand on. New Skills Elevate the Entire Team Here’s the thing about those peaks—they didn’t exist in isolation. They elevated the entire landscape. The same is true for teams. When one person builds a new skill, it has a ripple effect: Knowledge gets shared Standards rise Collaboration improves Before you know it, the whole team is operating at a higher level. Growth Doesn’t Happen by Accident Those snow-capped peaks didn’t just appear overnight—they’re the result of conditions, time, and the right environment. Skill-building works the same way. It takes: Intention Investment Consistency But the payoff? A team that doesn’t just blend in—but stands out. A Simple Question to Consider As you think about your team, ask yourself: What’s one new skill that could help us rise above where we are today? Because sometimes, the difference between blending in and standing out… is just one skill away.
With baseball season kicking off, there’s something exciting about seeing teams like the Boston Red Sox back on the field. But before the first pitch is ever thrown, there’s a whole lot that happens behind the scenes. Spring training isn’t random. It’s intentional. Coaches don’t just say, “Let’s practice.” They assess. Who needs work on hitting? Who’s refining their pitching mechanics? Where are the gaps? What’s already working well? That’s a needs analysis. And just like in baseball, it’s one of the most overlooked—but most critical—steps in workplace training. You Can’t Train What You Haven’t Identified Too often, organizations jump straight into training: Schedule a workshop Roll out a program Check the box But without a needs analysis, it’s like sending players to practice without knowing their positions. A needs analysis helps you answer: What skills are actually missing? Where are inefficiencies slowing things down? What knowledge gaps are impacting performance? What does success look like for this role or team? Without those answers, training becomes guesswork. It’s Not About Doing More—It’s About Doing What Matters In baseball, every player doesn’t train the same way. A pitcher’s routine looks very different from a catcher’s. The same should be true in your organization. A strong needs analysis allows you to: Target training where it’s actually needed Avoid wasting time on irrelevant content Customize development to roles and responsibilities Prioritize the biggest impact areas It shifts training from generic to strategic. Confidence Comes From Preparation When players step onto the field, they’re not just relying on talent—they’re relying on preparation. They know they’ve worked on the right things. That confidence translates into performance. The same happens with employees. When training is aligned to real needs: Employees feel more capable Managers feel more confident in their teams Organizations see stronger, more consistent results Think Like a Coach Before the next training initiative, take a step back and think like a coach heading into spring training. Ask: What does my team need to succeed this season? Where are the current gaps? What’s holding us back from peak performance? Because the best teams—on the field or in the workplace—don’t just train harder. They train smarter. And it all starts with knowing what your team actually needs.
In every organization—no matter the industry—work happens through processes. Sometimes they are formal and well-documented. Other times, they exist only in people’s heads. But whether we acknowledge them or not, processes are always there, guiding how work gets done. Think about the daily operations inside a business. Hiring new employees. Recruiting candidates. Training staff. Credentialing professionals. Managing accounting tasks—offboarding team members. Even continuous improvement efforts like Lean initiatives rely on processes. They all follow a series of steps. And when those steps seem to work, we often assume the process itself is working well. The “If It’s Not Broken” Mindset It’s common to hear something like this in organizations: “If the status quo works, why change it?” On the surface, that sounds reasonable. If the hiring process brings in employees, the accounting system pays the bills, and onboarding gets people in the door, it can feel like things are running just fine. But sometimes what looks like “working” is actually just familiar . We get used to the way things are done. The work gets completed. Deadlines are met. Problems feel manageable. So the process remains untouched. The Problems We Don’t Always See Often, the biggest issues in a process aren’t obvious. Maybe no one has raised concerns. Maybe people have quietly worked around the inefficiencies. Maybe the team has adapted so well that the problems are hidden. Or sometimes the resistance comes from a different place entirely: “That’s how we’ve always done it.” That phrase has kept many inefficient processes alive for far longer than they should be. The challenge is that businesses don’t operate in a static environment. Technology changes. Regulations change. Staffing changes. Customer expectations change. Organizational priorities shift. Processes that once worked well can slowly become outdated without anyone noticing. Small Inefficiencies Add Up A small inefficiency in a process may not seem like a big deal. An extra approval step. A form that has to be re-entered into two systems. Manual tracking that could be automated. Training that repeats information employees already know. Individually, these issues might only add a few minutes here and there. But over time, those minutes turn into hours. Hours turn into lost productivity, employee frustration, and missed opportunities to work more effectively. What begins as a small inefficiency can eventually grow into a much larger operational challenge. Why Process Analysis Matters Before making changes, it’s important to step back and analyze the process itself . Understanding how a process actually works—rather than how we assume it works—is the first step toward improvement. Process analysis allows organizations to: Identify bottlenecks and unnecessary steps Clarify roles and responsibilities Reveal gaps in communication Reduce duplicated work Improve consistency and efficiency Sometimes the analysis confirms that a process is working well. Other times it reveals small adjustments that can make a meaningful difference. And occasionally, it highlights opportunities for larger improvements. Continuous Improvement Is a Mindset Reviewing processes shouldn’t only happen when something goes wrong. In strong organizations, process review becomes part of the culture . Teams periodically step back, ask questions, and look for opportunities to improve how work gets done. Even systems built around improvement—like Lean—benefit from regular reflection on whether the process itself is achieving its intended results. Because improvement is rarely a one-time effort. It’s ongoing. Every Business Runs on Processes Whether a company is large or small, every organization runs on processes. Some are visible. Others operate quietly in the background. But they shape how work flows, how decisions are made, and how efficiently teams operate. Taking the time to review and analyze those processes is not about criticizing the past. It’s about recognizing that improvement is always possible—and that small changes today can prevent much larger problems tomorrow.
As workforce conversations continue to evolve, apprenticeship programs are gaining renewed attention, and for good reason. They offer something many traditional education pathways do not: a structured combination of formal instruction and paid, on-the-job training. For many industries, that balance makes apprenticeships one of the most effective ways to prepare individuals for long-term careers. What Makes Apprenticeships Different? At their core, apprenticeship programs combine two essential components: Classroom or formal instruction – structured learning that builds foundational knowledge. On-the-job training – supervised, real-world experience where skills are applied immediately. Instead of learning theory in isolation, apprentices develop skills in the environment where those skills will actually be used. Perhaps most importantly, apprenticeships are paid. Participants earn wages while they learn, which reduces financial barriers and allows individuals to build experience without taking on significant debt. Why Apprenticeships Matter 1. They Build Job-Ready Skills Apprentices don’t just complete coursework, they practice their trade under experienced supervision. This ensures they develop competency, confidence, and professional habits alongside technical knowledge. 2. They Support Employers For employers, apprenticeships create a structured talent pipeline. Organizations can train individuals to meet their specific operational standards rather than relying solely on external hires who may need significant retraining. 3. They Strengthen Workforce Development Industries such as manufacturing, construction, healthcare, and skilled trades rely heavily on apprenticeship models because they create sustainable, long-term career pathways. Apprenticeships also help address workforce shortages in high-demand sectors. When Apprenticeships Make Sense Apprenticeships are especially appropriate when: The profession requires hands-on skill development. Competency must be demonstrated in real-world environments. Safety, precision, or technical standards are critical. Long-term career progression is built through skill mastery. Skilled trades, advanced manufacturing, electrical work, plumbing, and certain healthcare roles are strong examples where apprenticeship models thrive. When They May Not Be the Right Fit Apprenticeships do not work for every profession or every individual. They may be less appropriate when: The field requires primarily academic or research-based preparation. Licensure demands full-time formal education. The profession has no clear pathway for structured, supervised skill progression. The individual prefers a traditional academic environment. Apprenticeships also require commitment. They are structured programs with expectations for attendance, performance, and progressive skill mastery. They are not informal job training, they are formal workforce development pathways. A Practical Option in a Changing Economy As industries evolve and the cost of education continues to rise, apprenticeship programs offer a practical, earn-while-you-learn alternative that benefits both workers and employers. They are not a universal solution, but when aligned with the right profession and the right individual, they provide a powerful bridge between education and employment. For organizations looking to strengthen their workforce and for individuals seeking a direct path into skilled careers, apprenticeship programs remain one of the most effective tools available.
This week, we continue our Practical Improvement Series, where Adriana Torres of The Process Reinvention and Melissa Wilson of L&D Strategic Solutions ask each other questions to explore processes, training, and how they intersect. Adriana’s question to Melissa: Melissa, why is well-designed training important for the bottom line? Why do we want to invest in training? Let’s be honest: training is often one of the first things scrutinized when budgets tighten. But the real question isn’t “Can we afford training?” It’s “Can we afford ineffective training?” Well-designed training is directly tied to your bottom line – not as an expense, but as a strategic investment. Time Is Money – So Don’t Waste It Every hour an employee spends in training is an hour not spent on production, service, sales, or operations. If that training is poorly designed, unfocused, or disconnected from real job needs, you’re not just wasting time, you’re burning payroll dollars. Well-designed training ensures: Employees are learning skills directly tied to their roles Content is relevant and actionable Time is used efficiently Learning can be applied immediately When training is targeted and structured, employees return to work equipped to perform better, not just informed. Skill Gaps Cost More Than Training Untrained or undertrained employees make more mistakes. Mistakes lead to: Rework Customer dissatisfaction Safety issues Missed opportunities Lower productivity When employees have the right skills, they produce work that enhances the business. Quality improves. Efficiency increases. Confidence grows. That translates directly into stronger performance metrics. Why We Must Invest in Training Industries evolve constantly. Technology shifts. Regulations change. Customer expectations rise. Processes modernize. Standing still is not neutral – it’s falling behind. Investing in training ensures your workforce: Stays competitive Adapts to industry changes Embraces new systems and tools Develops leadership pipelines Builds long-term organizational resilience Training is not a one-time event. It’s a continuous strategy to maintain relevance in a changing market. The Real Return on Investment The ROI of well-designed training shows up in: Reduced turnover Higher engagement Stronger internal talent pipelines Improved operational efficiency Greater innovation When employees feel competent and capable, they perform differently. And when performance improves across teams, the business grows. For HR professionals, owners, and L&D leaders, the takeaway is simple: Investing in well-designed training isn’t about checking a box. It’s about aligning learning with business goals so that every dollar and every hour spent drives measurable results. Training done right doesn’t drain the bottom line – it strengthens it.
Learning has been something I’ve loved for as long as I can remember. That’s not to say I loved everything about school—math and I have never truly been friends (even with a calculator, basic addition is still questionable). But the learning part? That part always pulled me in. I loved learning to play an instrument. I loved history and science. I was fascinated by how people across the world shaped history, and by how the human body somehow manages to heal itself and keep going every single day. There is so much out there to be curious about, and I wanted to understand as much of it as I could. I liked learning so much that I just… kept going. Eventually, that path led me to a PhD. That felt like the official finish line for formal schooling, and I remember thinking, Okay, I’m done now. I’ve learned enough. Of course, that’s not how it works. Learning didn’t stop—it just changed. We learn every day, often without noticing it. We learn about ourselves. We learn how to navigate difficult situations. We pick up new skills, figure out better ways of doing things, and yes—sometimes we finally get Excel to create the pie chart we wanted all along. My love of learning might lean a little toward the “enthusiastic” side, but what really excites me is seeing it spark in others. I love when a client wants to take a class, attend a workshop, or team up with a colleague to learn how to do something better. They’re not doing it just to check a box—they’re doing it to grow, to improve their work, and to better serve the people around them. There’s something incredibly energizing about watching people choose to learn—especially when the learning is optional. That curiosity, that willingness to jump in, is a powerful thing. Learning is part of being human. We can pretend we’re done with it, or try to avoid it, but we can’t actually stop. Some of us find joy in formal learning or make it a conscious priority. Others find it in more hands-on ways—figuring out a new power tool, learning how a new car works, or discovering the least painful way to shovel 20 inches of snow. However it shows up, learning is there. So keep finding the joy in learning. Keep encouraging it—in yourself and in the people around you. As Michelangelo famously said, “I am still learning.” That feels like a pretty good mindset to carry with us, no matter where we are in life.
In January, Adriana Torres of The Process Reinvention and I partnered to co-present The Power of Process , a workshop focused on how Lean Principles and Training intersect to create real, measurable improvement. The response was overwhelmingly positive, and it confirmed what we already believed—this conversation needs to continue. That’s why we created The Practical Improvement Series . In this collaboration, we take turns exploring topics from both perspectives—training and Lean process—showing how they connect and, more importantly, how they translate into practical, everyday improvements at work. This series is designed for those in HR, learning and development, process improvement, and business ownership who are looking for insights they can actually use. Our goal is simple: to make improvement feel accessible, relevant, and doable in the context of your daily work. Melissa’s question to Adriana: What is the Lean Process? Is it just for manufacturing? Hello everyone! I am super excited to work in this awesome collaboration with Dr. Melissa Wilson, a Training Guru and willing partner in creating meaningful change for different types of humans. I want to start answering this question by saying that not all processes are created equal. Some have more impact than others in our business, work and personal lives. Also, some processes are more permeated with inefficiencies that misuse and waste our most valuable resources: Our Time, Our Energy, Our Talent, Our Money. About two decades ago I gained the awareness and knowledge of this fact, and I feel so lucky to have been blessed with the knowledge and practice of the Lean/Continuous Improvement Methodology. A Lean process is a way of designing and running work so that every step creates value for the customer/ end user and what doesn’t add value or is necessary for the operation is reduced or removed. It is about respecting people’s time, effort and talent while delivering exactly what’s needed . There is a very common myth about Lean that many folks believe: this myth claims that Lean/Continuous Improvement is only for the Manufacturing Industry. In reality, Lean is for any type of process in any industry, for any size and type of organization – even completely transferable and applicable to any personal and business processes. Lean/Continuous Improvement as a methodology was born in manufacturing (Toyota), but it works anywhere humans do processes. The problem Lean noticed: People were busy all day Customers still waited Errors kept repeating Talented people spent time fixing preventable issues Lean asked a simple question: “Why are we working so hard and still not getting better results?” It was discovered that certain aspects of the process were actually wasting valuable resources. Even though people were doing their best, their process was causing them friction and pain, perpetuating solvable problems. In finding out the root causes of those solvable problems, and making improvements to the processes to eliminate the waste, Toyota and now many other organizations that integrated Lean/Continuous Improvement in their operations have transformed their processes from wasteful to Lean. A Lean process : Delivers value as defined by the customer Uses the fewest necessary steps, time, and resources Makes problems visible and fixable Improves continuously through learning You might ask yourself, What Makes a Process Lean ? A Lean process is: Clear – everyone knows the steps and the purpose Flowing – work moves without constant stops and starts Pull-based – work is done when there’s real demand Stable – fewer surprises and fire drills Human-centered – designed around how people actually work In a nutshell, a Lean process is intentionally designed to work for the people instead of the other way around.
Learning and development programs are often measured by participation—how many people attended, completed, or checked the box. While those metrics have value, they don’t tell the full story. What leaders really want to know is this: Did the learning make a difference? Useful KPIs and reporting practices bridge the gap between learning activities and business performance. When done well, they shift L&D from a cost center to a strategic driver of results. Start With the Outcome, Not the Course Before selecting KPIs, it’s important to clarify why the learning exists in the first place. Effective learning is tied to a real performance need: Faster onboarding Fewer errors or rework Improved customer experience Increased productivity Stronger leadership behaviors When learning is connected to a specific outcome, KPIs become easier—and far more meaningful—to define. KPIs That Matter in Learning & Development Below are practical KPIs that move beyond completion rates and help connect learning to performance: 1. Time to Proficiency How long does it take for someone to perform their role independently and correctly after training? This metric is especially valuable for onboarding, upskilling, and role transitions. Reducing time to proficiency often translates directly to cost savings and faster productivity. 2. Performance Metrics Before and After Training Compare relevant performance data such as: Error rates Rework or scrap Customer complaints Sales conversion rates Compliance issues The key is alignment—measure what the training was designed to improve. 3. Application Rate Are people actually using what they learned? This can be measured through: Manager observations Process audits Workflow or checklist adherence Short follow-up conversations If learning isn’t being applied, the issue may not be the content—it could be unclear expectations, lack of reinforcement, or broken processes. 4. Behavior Change Indicators Especially important for leadership, communication, and soft skills training. Look for observable changes such as: Better coaching conversations More consistent feedback Improved collaboration or decision-making These indicators are often qualitative, but they are critical to understanding long-term impact. 5. Business Impact Metrics When possible, connect learning to broader outcomes: Reduced turnover Improved engagement Safer work environments Cost savings from efficiency gains Not every program needs this level of measurement, but high-impact initiatives should aim for it. Why Managers Are Essential to Meaningful Reporting One of the most overlooked truths in learning measurement is this: L&D and HR don’t see the work happen. Managers do. L&D and HR teams design programs, support strategy, and review data—but they are not present in day-to-day operations. HR typically becomes involved during performance reviews, formal feedback cycles, or when performance issues arise. What happens in between is where learning either succeeds or fails—and that insight lives with managers. Managers are uniquely positioned to: Observe whether skills are being applied See changes in behavior, confidence, and decision-making Identify gaps between training and real work Provide ongoing, informal feedback Without manager input, learning KPIs only tells part of the story. Building Managers Into the Reporting Process To connect learning to performance, organizations should intentionally include managers in measurement by: Giving them simple observation tools or checklists Asking targeted follow-up questions after training Including learning application in regular one-on-ones Training managers on what “good performance” looks like post-training Reporting doesn’t need to be complex—but it does need to reflect reality. Manager insights add context, credibility, and clarity to learning data. Reporting Practices Leaders Actually Use Even the best KPIs fall flat if reporting isn’t clear or relevant. Effective reporting should be: Simple and visual – dashboards and summaries over long reports Written in business language – time saved, risk reduced, cost avoided Consistent over time – trends matter more than snapshots Honest and actionable – improvement-focused, not performative Good reporting supports decisions, not just documentation. The Role of Process in Learning Measurement Clear processes are the foundation of measurable learning. When processes are unclear or inconsistent, learning outcomes suffer—and KPIs reflect that confusion. Learning measurement works best when: Processes are documented Expectations are clear Managers reinforce learning on the job When learning, process, and management support are aligned, performance improvements become visible, measurable, and sustainable. Final Thought The goal of L&D measurement isn’t to track everything—it’s to track what matters. Useful KPIs, meaningful manager involvement, and thoughtful reporting help organizations understand whether learning is truly improving how work gets done. When learning is connected to performance—and supported where work actually happens—it becomes one of the most powerful tools an organization has. At L&D Strategic Solutions , that connection between learning, process, and performance is where real value is created.
