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Overview: Human Performance Technology (HPT) Roy Knicley, CPT. Now that you’ve opened the door by declaring yourself a “Performance Consultant…”. Honey, exactly what do you do?. How are you going to answer your Mom when she asks:. Dear Mom….
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Now that you’ve opened the door by declaring yourself a “Performance Consultant…”
Honey, exactly what do you do? How are you going to answer your Mom when she asks:
Dear Mom… apa komentar mu yang pertama saat kamu pulang dari dokter gigi karena gigi saya yang berlubang? Kamu akan mengatakan "Saya tidak akan makan permen lagi" Akan tetapi, bagaimana kamu yakin bahwa permen lah yang membuat gigimu berlubang, kalau kamu tidak melihat semua faktor yang dapat menimbulkan lubang pada gigimu? misalnya: tidak sering menggosok gigi, tidak menambal gigi, makanan …
Hi Mom. Ini adalah pekerjaan saya. Ma, saya ingin tahu bagaimana dan mengapa organisasi/perusahaan saya menjad rapuh. Kemudian saya membuat sebuah rencana proaktiv buat menghindari msalah berikutnya. Mama tahu tidak, saran mereka bagaikan mengunjungi dokter gigi dua kali dalam setahun Love, Jane
About Human Performance Technology… • What is It? • Why Do You Do It? • How Do You Do It?
Performance Improvement is the goal or benefit of focusing on individual and organizational change and business results. Performance Consulting is the service or practice of providing advice, leadership, support and direction to the performance improvement process. Common Performance Expressions Rosenberg (1998)
Common Performance Expressions, continued • Performance Technology is the process and tools used to solve human performance problems or to realize performance improvement opportunities. Rosenberg: (1998)
What isHuman Performance Technology? HPT is a systematic approach to improving productivity and competence. It is a set of methods, procedures, and strategies for solving problems and seizing opportunities related to the performance of people. ISPI: 2001
Many factors impact individual performance…to help prescribe the right solution(s), it is important to identify all of those factors that may affect the performance problem or opportunity.
Human Performance Technology Combines 3 Fundamental Processes… • Performance Analysis • Cause Analysis • Intervention Selection and Implementation
… To Produce these Outcomes • Analyze observable workplace behavior • Link behaviors with related environmental factors • Determine the causes of both exemplary and problem behaviors • Design possible solutions called interventions • Monitor and measure the results to determine the effectiveness of the implemented interventions
Mom, as a Performance Consultant, I help answer the question…. What are all of the factors that impact someone’s performance?
Fundamental Principles of Human Performance Technology • Focus on outcomes, results • Take a system(s) viewpoint • Add value; focus on the business or organizational purpose • Establish partnerships; work collaboratively
Why ApplyHuman Performance Technology? • Identify the “real” reasons why people aren’t performing as expected • Match appropriate solutions to performance problems or opportunities • Select solutions that are both practical and cost effective
Human Performance Technologyis Appropriate When …. • You’ve been asked to implement a training solution • You’ve been asked to help with a performance issue • You’ve been asked to help in implementing a change that will have a major impact on a group of performers
Proposed Training Program Is Human Performance Technology the same as Training Needs Assessment?
“The danger in leaping from apparent problem to apparent solution is that large amounts of time and money can be spent in throwing training at a problem that training cannot solve. You need to dig a little deeper. That is why a procedure (like Human Performance Technology) is important to those who actually want to solve problems – rather than just talk about them.”Robert F. Mager
Components of Rummler’sHuman Performance System Input Performer Output Output Input Consequences Consequences Feedback Feedback Performer
Input • Clear or sufficiently recognizable indications of the need to perform • Minimal interference from incompatible or extraneous demands • Necessary resources (budget, personnel, equipment) to perform
Performer • Necessary understanding and skill to perform • Capacity to perform, both physically and emotionally • Willingness to perform (given the incentives available)
Output Speed Adequate and appropriate criteria (standards) with which to judge successful performance. Accuracy Production
Consequences • Sufficient positive consequences (incentives) to perform • Few, if any, negative consequences (disincentives) to perform
Feedback Frequent and relevant feedback as to how well (or how poorly) the job is being performed
How Do You ApplyHuman Performance Technology? Conduct a Performance Analysis. Conduct a Cause Analysis. Select and implement the appropriate intervention(s).
Conducting a Performance Analysis • Understand the performance issue that is being addressed and verify agreement • Collect data on current performance • Compare current performance to desired performance • Determine the performance gap
Conducting a Cause Analysis • Identify causes for the performance gap • Don’t jump to conclusions! • If needed, gather more data
Areas for Cause Analysis • Input • Performer • Output • Consequences • Feedback
Intervention An intervention is an: • activity • process • event or • system designed to correct the problem or change the situation and improve performance.
Selecting and Implementing the Appropriate Intervention(s) • Identify criteria that the intervention(s) must fit such as: • Cost • Time • Quality • Select the interventions(s) that best fit the criteria and improve performance • Propose the intervention(s) to the client and gain commitment to implement • Implement the intervention(s) • Evaluate the effectiveness of the intervention(s)
Career Development Communications Documentation & Standards Ergonomics & Human Factors Feedback Systems Financial Systems Human Dev. Systems Industrial Engineering Information Systems Instructional Systems Hutchison & Stein: 1998 Job/Workflow Design Labor Relations Systems Management Practices Measures & Evaluation Systems Organizational Anthropology Organizational Design/Development Quality Improvement Resource Systems Selection Systems Reward/Recognition Systems Categories of Performance Interventions
Focus on results Look at situations systemically Add value Utilize partnerships & collaborate Systematic: Assessment Analysis Design Development Implementation Evaluation CPT Standards of Performance Technology
HPT Case Study • Client: Customer Service Marketing Department • Imperative:“Enhance the customer experience while increasing service revenues by offering additional services and products” • Success Factors & Core Requirements • Interventions: Workplace, Work, & Worker
We’re All Tied Up… Situation • 3 Children ages 5, 3 & 1 • It takes us 30 minutes to get our shoes on in the morning!
P.S.Closing Thoughts AboutHuman Performance Technology • Brings a systems approach to diagnosing performance • Recognizes that organizational performance factors have as much impact as individual performance factors • Promotes the brokering of effective solutions