Adding Human Performance Improvement to Your Toolkit: A Key to Ensuring Success with Your Clients

1. Adding Human Performance Improvement to Your Toolkit: A Key to Ensuring Success with Your Clients September 23, 2008 Presenters: James Alexander

8. The Business Case for Human Performance Technology

10. Examples of HPI Interventions Reports on time Removal of interfering tasks Reports late Efficient use of software Training and job aids Inefficient use of new software No waiting customers Increased number of customer service representatives Waiting customers Low error rates Feedback on error rates with comparisons across work teams High error rates Soaring sales Increased commission Lagging sales Improved performance Intervention Current state

13. “ Pit a good employee against a bad system and the system will win most every time.” “ Geary Rummler: Training Skills Isn’t Enough.” Rummler, Geary, Training , 1983, V. 20, Ed. 8, pp. 75-76 2-5

14. HPT’s Systematic Model Performance Analysis > Identify any gaps between the organization’s mission, vision and goals, and the environment. > Identify opportunities and/or any performance gaps that exist between present and desired levels of performance. Cause Analysis > Identify environmental causes that contribute to the performance gap. > Identify characteristics of the workforce that contribute to the performance gap. Intervention Selection, Design and Development > Select appropriate intervention techniques to improve performance. > Design/develop the necessary intervention strategy and tools. Intervention Implementation and Change > Coordinate the overall intervention strategy. > Ensure that each of the techniques is used appropriately. Evaluation of the Process and the Results > Conduct formative evaluation of the analysis and design processes used. > Evaluate immediate reaction and application. > Evaluate individual and organizational performance improvement and Return on Investment.