Think Big – Start Small
Hal Christensen
Christensen/Roberts Solutions
June 13, 2013
AGENDA
What is Performance Support?
Why Performance Support? Why now?
Performance Support Models
Think Big – Start Small
2
Training vs Performance Support
During Training, workers acquire knowledge.
They
• learn the knowledge,
• store it in memory,
• retrieve it later on the job
During Performance, workers apply knowledge.
They
• retrieve the knowledge,
• apply it directly to the job at hand,
• within the flow of the work
3
Training Assumptions
The underlying assumptions of formal training are that workers will:
•
•
•
•
Learn all they need to know in their training courses
Store in memory all they have learned
Retrieve all they need to know at the Point of Performance
Continue to rely on the same knowledge over time
4
Training Assumptions
The underlying assumptions of formal training are that workers will:
•
•
•
•
Learn all they need to know in their training courses
Store in memory all they have learned
Retrieve all they need to know at the Point of Performance
Continue to rely on the same knowledge over time
But what happens if they don’t or can’t?
5
Performance Gaps
Competence
What Organizations Need
Gap
Gap
Gap
What Training Delivers
Training invariably leaves gaps
between the workers' performance
and the performance the organization
needs.
Time
6
The Workplace Maze
A Typical Workplace Today
7
The Challenge
It’s time to face today’s reality-The amount of knowledge workers need today
in order to do their work successfully exceeds
the amount they are able learn and recall.
8
The Challenge
It’s time to face today’s reality-The amount of knowledge workers need today in
order to do their work successfully exceeds the
amount they are able learn and recall.
Put another way, we are continually asking
workers to do tasks they do not know how to do.
9
One Option
10
One Option Refined
What if we made use
of Outsourced Memory
instead of only human
memory?
11
My Favorite Vulcan
12
Performance without Memorization
13
14
PS: Cookbook on Steroids
Today’s technologies can make the
cookbook even more powerful
Accessible
Contextual
Actionable
Current
15
What is Performance Support?
Precise instructions, guidance, and tools delivered to
workers directly at the Point of Performance to make it
easier for them to get their work done as effectively
and efficiently as possible.
This is done by facilitating workers’ path through the
work maze, either by removing the walls and barriers
or by assisting/guiding/coaching them through the
path to their destination.
16
Benefits of Performance Support
If you make it easier for people to get their
work done, good things must follow:
•
•
•
•
•
A higher level of employee effectiveness
Competent performance sustained over time
Significantly reduced ramp-up time
Improved management, employee, and customer satisfaction
Stronger bottom line
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Performance Support Models
The Sidekick Model
The Planner / Toolkit Model
Self-Development / Coaching Model
18
Performance Support Models
The Sidekick Model
• Generally supports procedures
• Directly applicable to the task at hand
• Commonly used to support tasks within a computer
application
19
Performance Support Models
The Planner / Toolkit Model
• Generally supports processes and interconnected
tasks
• Commonly used to support planning activities
before an event or follow-up tasks after an event
• Includes numerous tools (checklists, tips, decision
trees, templates, etc.) to reduce the amount of
learning required
20
Performance Support Models
The Self-Development / Coaching Model
• Integrates process and procedural help (Sidekicks
and Planners) with self-development activities
• competency and skill development
• coaching/mentoring
• Supports goal-setting and reflective journaling
21
Performance Support Attributes
Accessible
Contextual
Actionable
Current
22
Think Big - Start Small
• Create a Proof of Concept
• Cookbook metaphor (Make it easier for workers
to get their work done)
• Use low-cost tools and existing content where
possible
• Demonstrate the value and benefits of the PS
solution
• Sell up
23
Introduction to
Performance Support Solutions
Hal Christensen
Christensen/Roberts Solutions
hchristensen@crsol.com
www.linkedin.com/in/halchristensen