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Human Performance Improvement Process

INTRODUCTION

Connie Johnson

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Human Performance Improvement Process

THE DEFINITION

The ISPI Defines HPT as the systematic and systemic identification of barriers to individual and organizational performance. HPT uses a wide range of interventions taken from a number of disciplines. It emphasizes performance analysis, identifies causes for the performance gap, directs the change management process, and evaluates the results. A description of this performance improvement strategy one word at a time;Human: the individuals and groups that make up the organizationsPerformance: activities and measurable outcomesTechnology: a systematic and systemic approach to solve practical problems

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Human Performance Improvement Process

THE PROCESSThe five phases of the HPT Model are: Performance Analysis Cause Analysis Intervention Selection and Design Intervention Implementation and Change Evaluation

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Human Performance Technology (HPT) ModelPerformance Analysis Cause Analysis

Intervention Selection

and DesignIntervention Implementation

and Change

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Human Performance Improvement Process

INTERVENTION SELECTION

AND DESIGN

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PHASE III INTERVENTION SELECTION AND DESIGNIntervention Selection and Design

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Focus on performance problem.

Be flexible. Think out of the box. Look at many

options. Use two or more. Evaluate.

Target your performance

problem

Guidelines for Selecting Interventions

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Consider: Cost

Feasibility

Appropriateness

Acceptability

Select Interventions

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Lets look at...

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Intervention SelectionQuestion

An insurance manager has seen the processing of claims in his department drop by 50% in the last two months. Since some recent policy and procedure changes have occurred, the claims processors must need refresher training on the changes.

Is Training Needed? Yes No

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Intervention SelectionQuestion

A HPT consultant analyzes the situation and finds A change in office design has placed 2 good friends next to each

other. They talk constantly. A 15+ year processor sits at her desk seeming very unmotivated. An experienced claims processor is filling in temporarily for an

employee on maternity leave. He knows the claims process, but is unsure who to call or where to send the completed forms.

Is Training Needed?

What interventions besides training may be beneficial?

Yes No

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Intervention SelectionResults

Job enlargement

Redesign office layout.

Motivation (Incentives and rewards)

Create quarterly incentive program. Experienced employees may be selected for prestigious coaching positions. Recognize employees in company newsletter and website for valuable contributions.

Job aid

Create a workflow job aid and a contact name / phone number sheet for new or temporary employees.

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Human Performance Improvement Process

INTERVENTION IMPLEMENTATION

AND CHANGE

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PHASE IVINTERVENTION IMPLEMENTATION

AND CHANGE

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Human Performance Improvement Process

The Key to Intervention

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INTERVENTIONThe goal is to identify “performance gaps” which can be “closed”

with “interventions”.

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Human Performance Improvement ProcessRosenberg (1990) suggested four major categories of interventions:

Human resources development. The focus here is on improving individual employee performance using training, career development, individual feedback, incentives and rewards.

Organizational development. This category centers on improving the performance of groups or teams. It involves organizational design, team building, culture change, group feedback, incentives and rewards.

Human resource management. The concern is with coaching and managing individual and group performance, as well as recruiting and staffing. Interventions include supervision, leadership, succession planning, and personnel selection.

Environmental engineering. Environmental engineering is concerned with providing tools and facilities for improving performance. Examples include ergonomics, job aids, electronic resources, systems design, job and organizational design and facilities design.

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Human Performance Improvement Process

The Key to Implementation

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Human Performance Improvement Process

Intervention ImplementationImplementation involves four parts:

Intervention

Organization

Leadership

Individuals affected

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Human Performance Improvement Process

Intervention Implementation

Carrying of the solutions to performance problems requires good project management skills

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Human Performance Improvement Process

The Key to Change Management

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Human Performance Improvement Process

Change Management

Change Management is the process of developing a planned approach to change in an organization...

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Human Performance Improvement ProcessChange Management

The process of helping an organization to operate successfully in a new environment by optimizing:

The knowledge the workforce has of the new environment.

The ability of the workforce to operate effectively in the new environment.

The willingness of the workforce to accept and adapt to the new environment.

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The Realities of Change Management...

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Human Performance Improvement Process

Change Management Model Identify the change

Prepare the change

Determine the degree of risk and the cost of the change: Culture - History - Resistance

Plan the changeCommunication system - Learning System - Reward System

Implement the change

Sustain the change

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Change Management Techniques and Tools

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Human Performance Improvement Process

The Key to Process Consulting

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Human Performance Improvement Process

Process ConsultingA well-designed process provides a road map for collaboratively achieving your organization’s desired results.

Process consulting is a power tool which is used to:Enhance group effectivenessShorten meeting timesAddress conflict

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Human Performance Improvement Process

Process ConsultingBenefits:Shorter meetings

More productive meetings

Better decisions

Increased feelings of participation

Greater satisfaction with the team or meeting

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Human Performance Improvement Process

EMPLOYEE DEVELOPMENT

APPRAISAL

EMPLOYEEMANAGER

HUMAN

RESOURCES

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Human Performance Improvement Process

Employee Development is…

A chance for an employee to gain knowledge and personal achievement.

An ongoing empowerment process taken on by the employee and supported by the manager / supervisor and central management.

Enhancing skills and knowledge for increased job competency and satisfaction.

Based on assessments.

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Human Performance Improvement Process

Employee Development Model

1. Self Assessment

2. Departmental understanding

3. Manager / supervisor assessment

4. Writing your employee development plan

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Human Performance Improvement Process

COMMUNICATION, NETWORKING, AND ALLIANCE BUILDING

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Human Performance Improvement Process

Communication is key to effectively implementing new

approaches and achieving winning results. Well-designed

media - including presentations kits, posters, over

view maps, graphic reports and web-based communications

are vital in gaining the awareness, involvement and commitment

of organization members.

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Human Performance Improvement Process

Employees want to hear messages about change from two people:

• CEO

• Immediate Supervisor

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Human Performance Improvement Process

Effective Communication:• What are the most effective methods of communications?

• How frequently should the objectives and progress of the

project be communicated?