Flevy Management Insights Q&A
How can Training within Industry (TWI) be adapted for service-oriented sectors?


This article provides a detailed response to: How can Training within Industry (TWI) be adapted for service-oriented sectors? For a comprehensive understanding of Employee Training, we also include relevant case studies for further reading and links to Employee Training best practice resources.

TLDR Adapting Training within Industry (TWI) for service sectors involves customizing Job Instruction, Job Methods, and Job Relations to improve Service Delivery, Operational Efficiency, and Employee Engagement, leveraging technology and fostering a positive culture.

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Before we begin, let's review some important management concepts, as they related to this question.

What does Training within Industry (TWI) mean?
What does Job Instruction (JI) mean?
What does Job Methods (JM) mean?
What does Job Relations (JR) mean?


Training within Industry (TWI) is a proven methodology that was initially developed during World War II to help rapidly train workers in the manufacturing sector. Its core principles, focused on Job Instruction, Job Methods, and Job Relations, have been instrumental in improving productivity, quality, and workforce skills. As organizations in the service-oriented sectors strive for Operational Excellence and Customer Satisfaction, adapting TWI can offer a strategic advantage. This adaptation requires a nuanced understanding of the service industry's unique challenges and opportunities.

Adapting Job Instruction for Service Excellence

Job Instruction (JI) in the context of TWI focuses on the efficient transfer of job skills and knowledge. In service-oriented sectors, this translates to ensuring that employees are adept at delivering high-quality service consistently. The adaptation of JI for service sectors involves a detailed breakdown of service tasks into teachable and learnable units, emphasizing the 'why' behind each step to foster a deeper understanding and commitment to service excellence. For instance, a hotel chain could implement JI by developing standardized training modules for guest interactions that highlight not just what to do but also the importance of each action in enhancing guest satisfaction.

Moreover, incorporating technology in JI can amplify its effectiveness in service settings. Digital platforms can facilitate interactive learning experiences that are both scalable and adaptable to individual learning paces. For example, augmented reality (AR) can simulate customer service scenarios for trainees, offering a safe space to practice and hone their skills before interacting with real customers. This approach not only improves the learning experience but also prepares employees to handle a wide range of customer interactions confidently.

Real-world examples of successful JI adaptation in service sectors include major retail chains and hospitality groups. These organizations have leveraged customized JI programs to significantly reduce onboarding time for new employees while simultaneously improving customer service scores. The emphasis on understanding the customer's perspective and delivering personalized service is a common thread in these success stories.

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Revamping Job Methods for Efficiency and Innovation

Job Methods (JM) training focuses on improving the way jobs are done by making the best use of the people, materials, and equipment available. In service industries, this principle can be applied to streamline operations and enhance the customer experience. For example, a financial services firm can apply JM to optimize its client onboarding process, reducing wait times and improving client satisfaction. This involves analyzing each step of the process, removing unnecessary actions, and simplifying procedures wherever possible.

Adapting JM in the service sector also means fostering a culture of continuous improvement and innovation. Employees should be encouraged to regularly question existing methods and propose improvements. This can be facilitated through innovation workshops and suggestion schemes. A culture that celebrates innovation can lead to significant enhancements in service delivery and operational efficiency. For instance, a healthcare provider could implement JM by empowering nurses and administrative staff to suggest practical improvements in patient care processes, leading to reduced waiting times and improved patient outcomes.

Case studies from consulting firms like McKinsey and Deloitte have highlighted how service organizations have achieved remarkable improvements in efficiency and customer satisfaction by applying JM principles. These include reducing service delivery times, increasing throughput, and enhancing service quality. The key to success lies in actively involving employees in the improvement process and providing them with the tools and training to contribute effectively.

Enhancing Job Relations to Foster a Positive Work Environment

Job Relations (JR) training focuses on developing the skills necessary for building strong team relationships, resolving conflicts, and creating a positive work environment. In service sectors, where teamwork and customer interaction are paramount, JR is critical for success. Adapting JR involves training managers and team leaders in effective communication, empathy, and conflict resolution techniques. This ensures that teams are cohesive, motivated, and focused on delivering exceptional service.

Implementing JR in service organizations also requires a strategic approach to feedback and recognition. Regular, constructive feedback helps employees understand how they can improve, while recognition of good work reinforces positive behaviors. For example, a technology services company could implement a peer recognition program that allows employees to nominate colleagues for exceptional service, fostering a culture of appreciation and teamwork.

Success stories from the service sector often highlight the transformative impact of effective JR training. Organizations that invest in developing strong leadership and positive workplace cultures tend to experience lower turnover rates, higher employee satisfaction, and improved customer loyalty. These outcomes not only contribute to a better working environment but also drive superior business performance.

Adapting TWI for service-oriented sectors offers a comprehensive framework for enhancing service delivery, operational efficiency, and employee engagement. By tailoring the principles of Job Instruction, Job Methods, and Job Relations to the unique needs of the service industry, organizations can achieve significant improvements in performance and customer satisfaction. The key lies in understanding the specific challenges and opportunities within each sector and implementing TWI in a way that leverages technology, fosters innovation, and builds a positive and inclusive culture.

Best Practices in Employee Training

Here are best practices relevant to Employee Training from the Flevy Marketplace. View all our Employee Training materials here.

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Explore all of our best practices in: Employee Training

Employee Training Case Studies

For a practical understanding of Employee Training, take a look at these case studies.

Workforce Training Program for Retail Apparel Chain in Competitive Landscape

Scenario: The company in focus operates a retail apparel chain, which has recently expanded its footprint across multiple states.

Read Full Case Study

Workforce Training Enhancement in Live Events

Scenario: The company is a leader in the live events industry, specializing in large-scale conferences and exhibitions.

Read Full Case Study

Professional Services Firm Employee Training Enhancement

Scenario: The organization is a global professional services provider specializing in audit and financial advisory services.

Read Full Case Study

Strategic Job Training Framework for D2C Brands in North America

Scenario: A direct-to-consumer (D2C) fashion retailer based in North America is struggling to keep pace with the rapid changes in e-commerce and digital marketing.

Read Full Case Study

Job Training Strategy for Boutique Travel Agency in Southeast Asia

Scenario: A boutique travel agency in Southeast Asia, specializing in luxury and bespoke travel experiences, is confronting a significant strategic challenge related to the need for advanced job training.

Read Full Case Study

Strategic Job Training Program for Cosmetics Startup in the Digital Beauty Space

Scenario: A newly established cosmetics startup is facing significant challenges in scaling its operations and maintaining a competitive edge within the highly dynamic digital beauty market.

Read Full Case Study

Explore all Flevy Management Case Studies

Related Questions

Here are our additional questions you may be interested in.

In what ways can organizations leverage data analytics to enhance the effectiveness of workforce training programs?
Organizations can improve Workforce Training Programs through Data Analytics by identifying skill gaps, personalizing training content, and measuring training effectiveness for targeted, engaging, and impactful outcomes. [Read full explanation]
How can organizations tailor their training programs to better prepare employees for leadership roles?
Organizations can prepare employees for leadership roles through a strategic, multifaceted approach that includes identifying leadership potential early, emphasizing experiential learning, mentorship, personalized development plans, and integrating technology for a personalized, experiential, and technology-enabled learning experience. [Read full explanation]
How can companies integrate diversity, equity, and inclusion (DEI) principles into their workforce training initiatives?
Integrating DEI into workforce training involves understanding the DEI landscape, setting SMART objectives, and implementing engaging, ongoing programs to foster an inclusive culture and drive business success. [Read full explanation]
What role does leadership play in fostering a culture that values continuous learning and development?
Leadership is crucial in creating a culture that values Continuous Learning and Development, through strategic support, role modeling, and aligning learning with business goals, exemplified by Google and AT&T. [Read full explanation]
What strategies can companies employ to ensure job training programs are adaptable to future changes in the industry?
Companies can ensure job training programs are adaptable by fostering a Culture of Lifelong Learning, implementing Agile Learning Strategies, and leveraging Data and Analytics for personalized, future-focused training. [Read full explanation]
What role does leadership play in the success of employee training programs, and how can leaders be more effectively involved?
Leadership is crucial in employee training success, emphasizing the creation of a Learning Culture, Strategic Planning, Resource Allocation, and continuous Monitoring and Evaluation to align development with organizational goals. [Read full explanation]

Source: Executive Q&A: Employee Training Questions, Flevy Management Insights, 2024


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