Workforce Performance ModelPerformance

External ToPerformer

Internal ToPerformer

Environmental(Intangibles)

Resources(Tangibles)

7InherentAbility

6Skills &

Knowledge

5Physical

Environment

4Tools

3CognitiveSupport

2Incentives

1Org Systems& Processes Ÿ Iintelligence

Ÿ EmotionalAbility

Ÿ Physicalattributes

Ÿ EducationŸ Artistic giftsŸ Internal

motivation

Ÿ TrainingŸ On-the-job

trainingŸ self-study

Ÿ NoiseŸ LightŸ TemperatureŸ Physical

layout

Ÿ ComputersŸ softwareŸ calculatorsŸ automobiles

Ÿ Job aidsŸ documentationŸ EPSS

Ÿ CompensationŸ feedbackŸ positive

reinforcementŸ interesting,

meaningfulwork

Ÿ Clear goalsŸ job designŸ clear

processesand policies

Ÿ authorityŸ appropriate

workloadŸ access to

right people

Opportunity For ImpactMost Least

Adapted from: Wile, D., Why Doers Do, Performance & Instruction, Vol 35, #2, February 1996, pp.. 30-35.

80% of Business Improvement Opportunities80% of Business Improvement Opportunities

Key Ideas• The results of business needs analysis are

performance improvement opportunities

• 80% of the opportunity is external to the performer

• All components of performance are important

• Integrated solutions sets are needed for success