Introduction 5 November 2020

Learning from the quality management system. We call this Q-learning, a combination of the quality management system and a learning system. The 70:20:10 model describes how effective learning can be defined and is based on the principle that rather than putting learning central, the emphasis should be on the performance that is the result of this learning. The numbers refer to three ways of learning: you learn 70% ‘on the job’ (in the workplace), 20% is social learning, i.e., learning from colleagues/experts (through coaching and by asking questions), 10% is formal learning, learning by studying (training, education and e-learning).

Based on this principle, ManualMaster has developed Q-learning, namely learning from the quality management system. The quality management system is a central place where instructions, forms, procedures, specifications, processes and agreements can be found. This is where all the information that is needed to carry out the work can be found. The quality management system is therefore present in the 70% that you learn on the job. ManualMaster offers powerful tools, for example testing a new employee immediately after he/she confirms that he/she has read and understood a procedure. Experts on certain subjects are visually displayed when searching for or consulting information and matrices give an immediate insight into who has which competencies or qualifications. Intelligent software to stimulate learning from the quality system, to administer tests and to make results transparent. The integration of learning, quality, security, risk management and continuous improvement is a great asset, increasing professionalism and resulting in more transparency and time savings.

The combination

The combination of a quality management system and learning system broadly offers three advantages.

1 – The learning offering (video, text and/or testing) is in the right place, namely at the heart of the quality management system where the only correct information is shown to the right person at the right time.

2 – While working with risk management, improvement actions, deviations, controls, process management, etc., you can easily bridge the gap to learning, competences and qualifications.

3 – Employees are stimulated to think and work from the quality management system. This means it’s more than just a tool for that ISO certificate or to pass an audit. It has become a tool that helps with the continuous professional development of your employees.

Read, understand, test

New or modified information in the quality management system can be offered for Read & Understand. An employee can indicate whether or not he/she has understood the information. Comments are automatically forwarded to colleagues, to promote learning from each other. After the confirmation that you have read and understood the information, you have the option (depending on what needed confirming) to ask test questions. The results of the test are immediately available. The information from your quality management system is thus directly linked to a learning programme, resulting in a powerful integration, with which you can quickly train new instructions/working methods/etc. The learning process is both efficient and effective.

In addition to the test questions that are directly linked to read & understand, you can launch individual training courses, register face-to-face training sessions and previously achieved results in the system.


20% of what employees learn is learnt from colleagues. A supervisor, employee or manager shares his knowledge. If you are an expert in your field, you have plenty to share.

In ManualMaster, every user can indicate which expertise he has. Moreover, experts can be linked to a procedure, instruction or process. That way, readers can immediately see who is knowledgeable on which subject. Sharing knowledge is encouraged. This prevents errors and takes your business operations to a higher quality level.

Competence and qualification

Read & Understand, completed test questions, training sessions, expertise, certificates/diplomas and face-to-face training courses can all be registered in the ManualMaster system. A user can consult all this information in the profile.

Matrices detail who has which competences and qualifications. For example, you can see at a glance who completed which test and when in addition to the test results to determine whether or not someone is authorised to perform a task. You no longer have to manually collect and process this information from multiple systems. Instead you have a real-time overview of all the competencies and qualifications of your employees.

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