The Situation

After a gas pipeline explosion in San Bruno in 2010, PG&E executive leadership made the decision to review its old worker training programs, collect best practices in training and performance support from leading U.S. utilities, and implement recommendations for improvement. PG&E’s goal was to become a best-in-class utility focused on being the safest in the industry, consistently performing at the highest possible standard of quality, being fully compliant with the intent of all regulations, and maintaining a significant commitment to customer satisfaction.

Mosaic Offers a Solution

PG&E commissioned Mosaic to benchmark the industry and to identify and make recommendations to improve their gas operations training programs. The combined results of the benchmark and internal analysis clearly pointed to eight recommendations to elevate PG&E’s gas operations training to best-in-class status. These recommendations included:

• Creating an end-to-end business process index that identifies roles, responsibilities, and tasks needing to be trained to ensure a safe and competent workforce.
• Implementing a rigorous and comprehensive strategy to ensure employees are qualified and competent at each stage of job progression.
• Establishing a governance process to create accountability, transparency, and oversight in the prioritization of training initiatives.
• Aligning the business and training organization with a training process owner model that sets clear expectations and lines of accountability, as well as performance metrics to track training effectiveness.
• Creating a comprehensive instructor development program.
• Expanding training facilities to reflect current and future needs for hands-on and applied learning.
• Identifying and implementing technologies to address learning requirements and needs in different contexts.
• Determining and implementing criteria for identifying and purchasing acceptable training materials and tools outside of PG&E.

In Conclusion

PG&E decided to invest in all eight recommendations and has continued its partnership with Mosaic to develop comprehensive gas and electric operations training program and high performing field employees.