At the Work Level, performance improvement professionals develop maps of how work is done and identify the supporting work practices. Partnering with our clients and colleagues, we use these maps to make the work processes and practices visible. At this level, we work with subject-matter experts and the people who are doing the work. We observe employees on the job in their work environment. We watch how they perform tasks, interact with co-workers and customers, use tools and resources, and solve problems.