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by Joan C. Dessinger, James L. Moseley, Darlene Van Tiem
Fundamentals of Performance Improvement: A Guide to Improving People, Process, and Performance, 3rd Edition
Cover Page
Dedication
Title Page
Copyright
Contents
List of Figures
List of Tables
List of Exhibits
List of Case Studies
List of Performance Support Tools
Acknowledgments
Foreword—The Practice of Performance Improvement
Foreword—Fundamentals of Performance Technology
Foreword—Performance Improvement Interventions
Introduction
Performance Improvement/HPT Model: The Challenge
What to Expect in This Book
Overview of Book Sections and Chapters
Conclusion
SECTION 1: PERFORMANCE IMPROVEMENT AND THE PERFORMANCE IMPROVEMENT/HPT MODEL
1: Overview of Performance Improvement
Performance Improvement: Precursors
Performance Improvement: Definition and Scope
Performance Improvement: Key Terms
Performance Improvement: Key Concepts
Performance Improvement: Foundations
Performance Improvement: Leading Contributors
Performance Improvement: Prominent Early Leaders
Multidisciplinary Collaboration
Performance Improvement: Emerging Trends
PERFORMANCE SUPPORT TOOL 1.1. APPRECIATIVE INQUIRY DISCUSSION GUIDE
Citations
References
2: Performance Improvement / HPT Model—An Overview
Introduction
Performance Analysis Phase
Intervention Selection, Design, Development Phase
Intervention Implementation and Maintenance
Evaluation
The HPT Model as a Process Model
Certified Performance Technology Standards and Ethics
Other Performance Improvement Process Models
Conclusion
Citations
References
3: Change Management
Definitions
Change Management Models
Levels, Modes, and Control of Change
Planning Change
Change Management Roles
Change Management Functions
Change Management and the Performance Improvement Process
Conclusion
Citations
References
Case Study 1.1: Boutique Marketing Company
Background
Situation
Intervention
Critical Business Issue
Case Study 1.2: Strategic Performance Management in Georgia Education
Background
Situation
Critical Issues
Case Study 1.3: Reducing Municipal Strife Through Engagement
Background
Critical Business Issue
Intervention
Case Study 1.4: Amway Corporation: Driving Consistent, Strategic Performance of Distributors Globally *
Background
Situation
Intervention
Critical Business Issue
References
Case Study 1.5: Using Human Performance Technology (HPT) to Select Projects That Yield Results
Background
Critical Business Issue
Intervention
Citation
Reference
SECTION 2: PERFORMANCE ANALYSIS
4: Overview of Performance Analysis
Analysis Techniques and Tools
Conclusion
Citations
References
5: Organizational Analysis
Conducting an Organizational Analysis
Organizational Analysis Tools
Citations
References
6: Environmental Analysis
Analyzing the World Environment
Analyzing the Workplace
Analyzing Work
Analyzing the Worker
Citations
References
7: Gap Analysis
Conducting Gap Analyses
Citations
References
8: Cause Analysis
Conducting Cause Analysis
Lack of Environmental Support
Lack of Repertory of Behaviors
Citations
References
Case Study 2.1: The Blake Company/Mutschler Kitchens
Background
Situation
Intervention
Critical Business Issue
Case Study 2.2: Physician Performance Report Accuracy and Timeliness
Background
Situation
Critical Business Issues
Summary
Citations
SECTION 3: INTERVENTION SELECTION, DESIGN, AND DEVELOPMENT
9: Intervention Selection
Collaborative Approach to Selection
Introduction to the Intervention Selection Process
Preliminary Phase
Survey Phase
Selection Phase
Citations
References
10: Learning Interventions
Knowledge Management (KM)
Organizational Learning
Learning Management System (LMS)
Content Management System (CMS)
Education
Training
Self-Directed Learning
On-the-Job Learning
Just-in-Time Learning
Action Learning
Blended Learning
Technical and Nontechnical Learning
Social Learning
Interactive Learning Technologies
Enterprise Learning
Classroom Learning
Distance/Distributed Learning
Online/e-Learning
Wikis
Avatars
And More …
Games
Simulations
Citations
References
11: Performance Support Interventions
Performance Support Tools (PSTs)/Job Aids
Electronic Performance Support Systems (EPSS)
Documentation and Standards
Expert Systems
Citations
References
12: Job Analysis/Work Design Interventions
Job Analysis Interventions
Job Descriptions
Job Specifications
Work Design Interventions
Job Design
Job Enlargement
Job Rotation
Job Enrichment
Job Reengineering, Realignment, Restructuring
Human Factors Interventions
Ergonomics
Safety Engineering
Security Management
Green Workplace
Quality Improvement Interventions
Total Quality Management (TQM)
Continuous Improvement
Preventive Maintenance
Six Sigma
Lean Organizations
Citations
References
13: Personal Development Interventions
Feedback
Coaching
Mentoring
Emotional Intelligence
Social Intelligence
Cultural Intelligence
Communities of Practice
Citations
References
14: HRD Interventions
Talent Management
Staffing
Employee Development
Retention
Compensation/Benefits
Health and Wellness
Retirement Planning
Labor Relations
Individual Growth Interventions
Motivation
Performance Management
Key Performance Indicators (KPIs)
Performance Appraisal
360-Degree Appraisals
Competencies and Competency Testing
Organizational Growth Interventions
Succession Planning
Career Pathing
Leadership Development
Executive Development
Management Development
Supervisory Development
Citations
References
15: Organizational Communication Interventions
Communication Networks
Information Systems
Suggestion Systems
Grievance Systems
Dispute Resolution
Social Media
Citations
References
16: Organization Design and Development
Definition and Scope
Empowerment Interventions
Team Strategies
Virtual Teams
Problem Solving
Pro-Action Interventions
Strategic Planning
Environmental Scanning
Appreciative Inquiry
Outsourcing
Benchmarking
Balanced Scorecard
Dashboards
Values
Culture/Organizational Culture
Diversity/Inclusion Strategies
Globalization/Localization
Social Responsibility
Ethics
Decision Making
Citations
References
17: Financial Systems Interventions
Open Book Management
Profit Centers Versus Cost Centers
Financial Forecasting
Capital Investment and Spending
Cash Flow Analysis/Cash Flow Forecast
Mergers, Acquisitions, Joint Ventures
Citations
References
18: Intervention Design
Definition and Scope
Foundation for Successful Design
Steps to Successful Design
Intervention Elements
Performance Objectives
Evaluation Criteria, Metrics, Methods
Options for Development
Intervention Design Document
Citations
References
19: Making the Business Case
Definition and Scope
Purpose
Rationale
Performance Improvement Practitioner Role
Performance Improvement Practitioner Competencies
The Business Case Process
Steps to Take
Leadership Commitment
Feasibility
Sustainability
Sustainability in the Performance Improvement/HPT Context
Challenges to Sustainability
Citations
References
20: Intervention Development
Definition and Scope
Purpose
Timing
Practitioner Role and Competencies
Guidelines for Successful Intervention Development
Development Process
Feasibility, Sustainability, Change Management
Conclusion
Citations
References
Case Study 3.1: No Room for Error: Saving a Multi-Office Dental Practice in Michigan
Background
Critical Business Issue
Building the Initial Business Case
The Presentation
Interventions
The Second Business Case—Feasibility
Designing the Interventions
Developing the Interventions—Sustainability
Implementing the Interventions
Evaluating Results
Case Study 3.2: Acquisition of Westford Bank by Spring Harbor Bank
Background
Situation
Critical Business Issue
Exhibit 3.1: Information Technology Company Aligns Workforce to Business Strategy and Direction
Situation
Talent Management Intervention
Education and Communication Intervention
HRD System Intervention
SECTION 4: INTERVENTION IMPLEMENTATION AND MAINTENANCE
21: Intervention Implementation and Maintenance
Intervention Implementation
Models Lead the Way
Implementation Design
Variables Affecting Successful Implementation
Implementation Strategies
Intervention Maintenance
Citations
References
22: Techniques for Implementation and Maintenance
Partnering, Networking, and Alliance Building
Process Consulting
Employee Development
Communication
Change Management
Project Management
Feasibility
Sustainability
Citations
References
Case Study 4.1: Church Pension Fund: The GREAT Model
Background
Situation
Intervention
Critical Business Issue
Case Study 4.2: St. Luke Lutheran Church and School
Background
Situation
Intervention
Critical Business Issue
SECTION 5: INTERVENTION EVALUATION
23: Overview of Evaluation
Definition of Evaluation
Scope of Evaluation
Purpose of Evaluation
Evaluation Models
Predictive Approach to Evaluation
Integrating Evaluation into the PI/HPT Model
Role of the PI/HPT Practitioner as Integrator
Citations
References
Case Study 5.1: ABC Automotive Company—Dealership Sales and Marketing Academy
Background
Situation
Intervention
Critical Business Issue
Case Study 5.2: Community Healthcare Association of the Dakotas: A Five-Level Evaluation Model
Background
Situation/Opportunity
Intervention
Critical Business Issue
Next Steps
Summary
APPENDICES
A: ISPI's Performance Technology Standards
International Society for Performance Improvement
Table of Contents
Performance Standard 1
Performance Standard 2
Performance Standard 3
Performance Standard 4
Performance Standard 5
Performance Standard 6
Performance Standard 7
Performance Standard 8
Performance Standard 9
Performance Standard 10
C: ISPI's Code of Ethics
This document includes:
Statement of Expectations
The Principles
Add Value Principle
Validated Practice Principle
Collaboration Principle
Continuous Improvement Principle
Integrity Principle
Uphold Confidentiality Principle
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