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How VR Helps Capture and Transfer Expert Knowledge Before Employees Retire

How VR Helps Capture and Transfer Expert Knowledge Before Employees Retire

Every year, top companies around the globe lose millions in revenue due to knowledge transfer issues. 

Because information regarding certain procedures or projects is not documented thoroughly. But instead, they exist in the heads of a few experts. 

So, the moment these experts resign or are unavailable due to other reasons, operations take a hit. There’s nobody else in the organization who can step up in time to fill the gap the expert has left behind.

A lot of this has to do with Tacit Knowledge and its implicit properties. Using VR for employee knowledge capture can help in this regard.

Before we delve into how VR knowledge transfer training works, let’s dive into the concept of tacit knowledge itself.

What is Tacit Knowledge?

Tacit knowledge is the type of knowledge you can’t explain or write down easily. Rather, it’s the knowledge you gain through experience and observation. 

You observe an expert at work doing something that’s not mentioned in the SOP—but doesn’t violate protocols either—and see that the result is simply better. So, you copy the same and, in turn, pass it on to others who observe you at work later on.

You can’t lecture someone about it and expect them to gain the same knowledge. Nor can you necessarily write down the knowledge in a step-by-step procedure.

A lot of procedures rely on the nitty-gritties of tacit knowledge. But it’s not something you can transfer to someone else quite easily.

What makes tacit knowledge difficult to transfer

There are certain barriers you’ll face in modern enterprises that complicate the challenge of tacit knowledge transfer:

1. Cultural and linguistic differences

The modern enterprise isn’t an entity confined to a birthplace. It has its presence across multiple locations around the globe. 

That means dealing with linguistic and cultural differences.

If you assign an expert of yours who knows only English to teach workers from a different location, who don’t speak English, you’ll not make much progress. The workers might understand certain procedures the expert shows them through direct observation. But the linguistic barrier would stop them from asking clarifying questions and receiving answers.  

2. Reliance on paper-based methods

A lot of enterprises prioritize getting the procedures down on paper. Rightfully so, as documentation is critical to ensuring future workers can pick up new skills and be productive quickly. 

But as we mentioned, tacit knowledge isn’t something you can put down on paper. Even if you do so, your worker who reads it and learns from it won’t quite grasp the procedure perfectly and replicate the actual experts you once had.

3. Monitoring and course correction

Since tacit knowledge is more of an acquired form of knowledge than something that can be memorized, it’s best transferred in the presence of an expert monitor. In the ideal case, you have your expert monitor each of the trainees as they perform the procedure and correct them when they make mistakes.

But ideal scenarios like this seldom occur. In most cases, your expert will have their own tasks to execute. The time they would have for monitoring and correcting the trainees under them would be limited. Hence, your trainees wouldn’t gain the tacit knowledge the original expert has.

Which brings us to VR.

How can you capture employee knowledge using VR?

VR (Virtual Reality) devices’ capabilities and immersive experiences can combine to collect the tacit knowledge that you otherwise would have a hard time gathering. 

For illustration, let’s imagine the VR device is capturing the behaviour of an expert inside a VR simulation of maintaining a machine in an oil and gas environment.

Here’s all the data you’ll get

1. Eye tracking

Eye tracking is pretty self-explanatory. The VR device tracks where all the expert’s eyes land within the simulation, as they’re executing their maintenance task. 

Here are some details you’ll be able to gather using eye tracking, as you capture employee knowledge using VR:

  • What do they look at first when they reach the machine? How does this differ from what a novice does?

  • How does the heatmap of their gaze look? Do they linger more in certain areas?

  • How often do they shift their attention? Do they keep it on the machine at all times or do they routinely shift it to other parts to ensure everything is working properly?.

2. Posture and orientation

VR devices can also track head movements and body posture throughout the experience.

You’ll receive insights into:

  • Do they maintain a specific posture throughout? Or does their posture change in specific instances?

  • During specific instances, do they keep their head pointed downwards? Or they keep it upright to rapidly respond to changes?

3. Motion tracking

Lastly, there’s motion tracking. This data basically reveals how your experts move inside the simulation. 

If you use VR for employee knowledge capture, you’ll receive details like:

  • Do they maintain a consistent speed? Or do they vary it during specific steps in the procedure?

  • How often do they move from one area to another?

  • When they perform a step using their hand, do any other parts of their body also move?

How you can use VR for knowledge transfer training

Now that you’ve gathered all this tacit knowledge, VR also helps you transfer that knowledge to other trainees within your organization. The uniqueness of VR as a platform shines here, particularly in four distinct ways:

1. VR immerses your trainees

For decades now, we’ve known that distractions interfere with your learning. The more distracting your environment is, the more likely your attention is to shift from your learning material to an irrelevant stimulus.

So, if you’re planning to train someone, you must make sure the environment they’re learning in is free of distractions.

VR knowledge transfer training is optimal in such situations. VR headsets dominate your visual field. You won’t notice other visual distractions—like your co-worker moving in front of you—and shift your attention away from your learning material.

Instead, you’ll remain present in your training environment. You’ll take in everything in your surroundings. Since your training experiences will be created specifically for learning purposes, there’ll be no distractions.

Let’s take a fire safety drill training in VR. In VR, you’ll experience the actual stakes of a fire emergency. You’ll see the warning lights flashing, the siren blaring, and the fire spreading. You’ll be immersed in the drill, and you’ll follow the precise steps the training module guides you through. 

2. Interactivity

VR training modules are also interactive learning experiences. You don’t observe someone follow the steps; you actually do them yourself.

When using VR training for succession planning, you can turn the specific tacit knowledge that you have gathered from experts into interactive SOPs. Basically, you can turn even the smallest of nuances—like a subtle glance—into an interaction you have to complete inside the VR training module. Once you practice it a few times, it becomes tacit knowledge for you, too.

3. Repeatability

Practice separates experts from novices. If you’re a novice with the complete theoretical knowledge around a procedure, you still won’t be able to match the execution and precision of someone who lacks the theoretical foundation but has practiced the same a thousand times.

A specific benefit of VR knowledge transfer training is that it's repeatable. There’s no cap on how many times you can train. If you haven’t achieved the desired competency for a specific procedure, you can practice in VR until you are proficient.

For instance, consider learning defensive driving in a manufacturing plant. You might start with bad outcomes if you use VR for knowledge transfer during onboarding. However, the more you practice, the more the procedures become a habit. After a while, you don’t actively recall the specific steps and instead go through the motions of defensive driving through pure muscle memory.

If you pit VR training vs traditional training, this is one of the biggest benefits in the former’s favor.

4. Increased confidence

Practice also leads to confidence. Because once you’ve done a procedure a hundred times in VR and become good at it, you also see firsthand how good you are. Each time you complete the procedure without any mistakes, your mind files it away as evidence of how capable you are in dealing with that challenge. 

Confidence is key in a lot of situations. If you second-guess yourself during a critical situation, instead of following what you have learned, the resulting outcomes can be disastrous. Implementing VR for knowledge transfer training prevents that.

What KPIs can you use to measure the success of VR knowledge transfer training

If you use VR training for knowledge transfer, you also receive measurable data on learner performance. If you want to measure how efficient your use of VR for knowledge transfer training is, you can check the following KPIs:

1. Knowledge retention

You can measure how long your trainees retain knowledge after their prior learning session. The longer the period of retention is, the better your learning outcomes usually are.

2. Performance on the job

You can see how well someone who has just undergone VR knowledge transfer training performs once they are in the actual working environment. In the ideal scenario, the difference between in-VR performance and on-the-job performance is minimal. 

3. Comparison metrics

Here, you compare the performance of your workers who have undergone a VR knowledge transfer training program with workers who haven’t. 

You can measure the differences in time, accuracy, skill level, etc., to understand how well your training program is working.

How to start using VR training for knowledge transfer

If you are considering succession planning with VR training, here’s how you can start:

1. Identify one use case

Most successful VR training deployments start out with one single use case. Often, it is the most critical procedure or one for which other knowledge methods aren’t working at all. 

If you are planning to partner up with a VR vendor, then you can discuss with them and select the use case that makes the most sense to you right now.

2. Run a pilot

You then turn the use case into a VR training module. You deploy it and pilot it among a select user base, using a limited inventory of hardware. 

3. Measure effectiveness

Once your pilot is complete, you measure the results. You analyze your knowledge transfer pilot’s performance to see if it’s a success. 

4. Scale up post success

If the data reveals that your pilot deployment of using VR training for knowledge transfer is a success, you can scale up. You can roll out the same use case to a wider user base or explore additional use cases.

Conclusion


Right now, top companies are losing millions due to the issues surrounding knowledge transfer. Tacit knowledge is lost as experts retire or move on to other companies. Knowledge which hasn’t been captured by anybody else.

VR can help you prevent this. If you deploy a VR knowledge transfer training program and: 

  • You can capture tacit knowledge

  • You can train new workers on this captured knowledge

  • You can measure performance and make improvements where required

You can turn the tide around, deploying a scaled VR training program that saves millions in the long run.

Want to know how you can use XR for your specific knowledge transfer training?

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