Managing Knowledge and Engagement Gaps Amid a Retiring Maintenance and Repair Workforce

Part of MRO procurement's purview includes managing maintenance and repair employees who can work on company assets and keep operations running smoothly. Employees who have been in the business for decades acquire a wealth of knowledge and experience, but passing on that knowledge to new hires can be challenging during the busy workday.

Furthermore, it can be challenging to keep new hires engaged enough to learn from older employees. If there is no formal program for knowledge transfer in place, a significant amount of MRO procurement and maintenance knowledge can be lost when workers retire.

Here, we'll explore some of the ways companies can address knowledge gaps and engagement challenges as their workforces transition into a new generation of repair and maintenance experts.

Recognizing Different Types of Maintenance and Repair Knowledge

Maintenance and repair employees acquire two types of knowledge that are crucial for MRO procurement departments:

• Explicit knowledge: knowledge that can be written down and articulated.
• Implicit knowledge: knowledge that is learned only by applying explicit knowledge.

Understanding these two types of knowledge and how they intersect will be crucial for procurement teams to successfully teach the next generation of team members. For example, explicit knowledge, such as how a machine works, can be taught through formal training exercises or even through written documentation. Implicit knowledge, such as how best to repair a specific type of machine to save time, is more difficult to transfer, as it requires hands-on experience.

Recognizing these two types of knowledge, leaders can begin to select different methods of knowledge transfer to accommodate them. Explicit knowledge may be transferred best by traditional instruction, whereas implicit knowledge could be transferred via mentorship or "shadowing" programs.

By recognizing and acknowledging these different types of knowledge, companies can better prepare for the retirement of experienced employees and ensure that their knowledge is passed on to new hires.

Next, we'll explore how to avoid common pitfalls in knowledge transfer and employee engagement.

Addressing Knowledge Gaps as Older Maintenance Workers Retire

Knowledge transfer can fail for a variety of reasons, including the following:

• Reluctance to change: People might be slow to embrace new systems or methods, particularly if they don’t see the advantages.
• Absence of leadership: Without support from senior management, KM initiatives won't get the necessary resources or authority to thrive.
• Poor technology: Unfriendly knowledge bases or inefficient search functions can frustrate users.
• Undefined ownership: When no one is responsible for keeping the knowledge base updated, the content can quickly become outdated.
• Lack of feedback: Continuous improvement relies on user feedback and regular adjustments to the system.

To avoid these pitfalls, MRO procurement leaders must be proactive in implementing knowledge transfer programs and ensuring their success.

One way to address this is by instituting a formal mentorship program. This would involve pairing experienced maintenance and repair workers with newer hires and providing structured opportunities for knowledge sharing. This can include job shadowing, on-the-job training, and regular check-ins to discuss challenges and successes on the job.

Another approach is to establish a robust knowledge management system. This can involve creating a centralized database where maintenance and repair procedures, troubleshooting guides, and other critical information can be stored and easily accessed by employees.

Regular updates and maintenance of this system should also be prioritized to ensure it remains relevant and useful.

Finally, companies can also consider offering incentives for employees to participate in knowledge-sharing and transfer initiatives. This could include rewards or recognition for employees who successfully train and mentor new hires, as well as opportunities for career growth and development through knowledge transfer programs.

Promoting Engagement in the New Generation of MRO Workers

In addition to addressing knowledge gaps, it's essential to keep newer maintenance workers engaged and motivated to continue learning and growing in their roles. This can be challenging, especially if there is a large age gap between older and newer employees.

Some of the other most significant challenges to engagement include:

• Limited career growth opportunities: Without a clear path to advancement, employees may feel stuck in their roles and become disengaged.
• Lack of recognition or appreciation: When employees feel undervalued, they may lose motivation and become less invested in their work.
• Poor communication: Inadequate communication from management can lead to confusion and frustration among employees.

To combat these challenges and promote engagement, companies can offer a variety of opportunities for career growth and development within the maintenance and repair field. This could include cross-training in different areas, attending industry conferences or workshops, and providing opportunities for advancement into leadership roles.

Another way to promote engagement is by fostering a positive company culture that values knowledge-sharing and collaboration. Encouraging open communication and teamwork can create an environment where employees feel comfortable asking questions and seeking guidance from more experienced colleagues.

Lastly, companies can also show appreciation and recognition for their maintenance workers through regular feedback and acknowledging their contributions. This can help boost morale and motivation, leading to a more engaged workforce overall.

Engage the Next Generation of Maintenance and Repair Experts

As procurement leaders face retiring workforces, they must address knowledge gaps and promote engagement among new maintenance and repair employees. By implementing mentorship programs, utilizing robust knowledge management systems, and promoting career growth and development opportunities, companies can ensure the successful transfer of critical knowledge and maintain a skilled workforce for years to come.

If you'd like to learn more about how you can address challenges like knowledge management in MRO procurement, don't miss ProcureCon MRO 2024. It's happening from October 28th to 29th at the Marriott City Center in Charlotte, North Carolina.

Download the agenda and register for the event today.