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Human Performance Improvement

Human Performance Improvement. Definition. Human Performance Technology (HPT) / Human Performance Improvement ( HPI).

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Human Performance Improvement

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  1. Human Performance Improvement

  2. Definition Human Performance Technology (HPT) / Human Performance Improvement (HPI) The study and ethical practice of improving productivity in organizations by designing and developing effective interventions that are results-oriented, comprehensive, and systematic.

  3. Definition Human Performance Technology (HPT) / Human Performance Improvement (HPI) The study and ethical practice of improving productivity in organizations by designing and developing effective interventions that are results-oriented, comprehensive, and systematic. HPI differs from training in that it casts a wider net, recognizing that the performance of an individual or group of individuals may not be the reason why the organization is not meeting it’s performance goals.

  4. HPT Iceberg Model 15-25 percent Skills & Knowledge • Attitudes & qualifications • Feedback & consequences • Tools, resources, & work environment • Priorities, standards, & procedures • Management practices • Structure & goals imposed by larger organization • Culture Source: Handbook of Human Performance Technology

  5. Systems View “If you put good people in a bad system, the system will dominate.” Physical & Technical Systems Management Systems Human & Social Systems Performance Analysis OrganizationalSystems

  6. Pop Quiz Can you name a HPI initiative going on today?

  7. CI Talent Acquisition & Retention CI Skillset Enablers • Job Descriptions • Selection Process • Compensation & Incentives (A) • Development & Career Path (A) • UW Training • UW Skills Assessment (TBD) • Product & Appetite Guidelines • Target Industries & market Opportunities • Expert Resources (A) • Knowledge Management (A) • CI Tools, Models, Systems (A) • Continuous process improvement with LMS Desired UW Skillset & Behaviors CI Performance Guidelines Segment Skillset Enablers • CI Underwriting Culture (A) • Success Profiles • Annual Business and UW Objectives (A) • LOA & Referral Guidelines • Risk Evaluation Decision-Making and Documentation Requirements • Manager File Review • Production UW expectations (TBD) • Segment onboarding & mentorship (A) • Process Task and Standards • Team structures and collaboration • (UW, UA, TM/AE, Service, CPO) Answer: UWEE Decision-Making External Relationships Business Process Admin

  8. Pershing Performance Improvement Process 2 3 1 4 “Experience has taught me to look at all four elements, but to look first at the organizational system, second at the management system, third at the physical and technical systems, and finally at the human and social systems.” --James A. Pershing Human Performance Technology Fundementals

  9. Systems View Skills & Knowledge Human & Social Systems Physical & Technical Systems • Attitudes & qualifications • Feedback & consequences • Tools, resources, & work environment • Priorities, standards, & procedures • Management practices • Structure & goals imposed by larger organization • Culture Management Systems OrganizationalSystems

  10. Performance levels Level Description 3 Organizational Culture, policies, mission, goals, operating strategies 2 Operational Processes, workflow, job design, inputs and outputs, procedures 1 Individual or Team Knowledge, skills, work environment, support tools, coaching and feedback “…organizations realize broader, longer-lasting gains in performance improvement when changes are made in processes or across the enterprise…” --Roger Addison, Carol Haig The Performance Architect’s Essential Guide to the Performance Technology Landscape

  11. Performance levels Skills & Knowledge 1 Individual or Team • Attitudes & qualifications • Feedback & consequences • Tools, resources, & work environment • Priorities, standards, & procedures • Management practices • Structure & goals imposed by larger organization • Culture 2 Operational 3 Organizational

  12. Factors that Affect Workplace Performance Individual Factors Knowledge Skills Training, development opportunities, work assignments, seminars and conferences, workplace education 70-80% of people identify percent environmental factors as reasons for not performing better Capacity Personal characteristics; personality traits; preferences; physical, mental, & emotional limitations; personal situations Motivation Value attributed to job, confidence to perform well, mood (especially one created by work climate, culture or atmosphere) Environmental Factors Information Clear job expectations, clear standards, feedback, access to required information Outside the individual performer’s control Resources Tools, systems, procedures, reference manuals, adequate time Incentives Financial/nonfinancial tangible/intangible rewards, recognition, promotions, punishments

  13. Factors that Affect Workplace Performance Information Resources Incentives Motives Capacity Knowledge Performance Results Impact Higher Lower Cost Higher Lower

  14. Factors that Affect Workplace Performance Information Resources Incentives Motives Capacity Knowledge Performance Results Impact Higher Lower Cost Higher Lower

  15. Factors that Affect Workplace Performance • Principles • Lack of performance is far more frequently caused by environmental factors, rather than individual factors. • WLP professionals continue to try to fix the individual rather than the environment. • It is cheaper and easier to fix the environment. Performance Results Knowledge Capacity Motives Incentives Resources Information Impact Higher Lower Cost Higher Lower

  16. Activity Physical & Technical Systems Management Systems Open presentation so you can refer back to slides Briefly define the request and the performance issue What do you suspect might be the other areas impacting this particular performance problem beyond Knowledge/Skill? Team 1: Analyze the performance issues in terms of the 4 systems. What questions might you ask to uncover these. Team 2: Analyze the performance issue in terms of individual and environmental factors. What questions might you ask to uncover these. Human & Social Systems OrganizationalSystems Team 1 Individual Factors Team 2 Environmental Factors

  17. Performance Map • Environment (where) • Physical layout • Work flow • Tools • Resources • External users • Vigilance • Ergonomics • Personal problems • Motivation (why) • Feedback • Consequences • Contingencies • Incentives • Compensation • Career development • Coaching 10 • Competence • Knowledge • Skills • Abilities 5 • Learning (how) • Information • Communication • Training • Job aids • Clinic • Monitoring • Workshop • OJT • Continuous improvement • Structure (what) • Mission • Strategies • Goals and objectives • Functions • Tools • Recruitment and selection • Organizational design • Team building 5 0 10 Confidence • Accomplishments • Behavior • Commitment • Attitude • Contribution

  18. HPI Wrap-up

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