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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. Training vs Performance Support.

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think big start small

Think Big – Start Small

Hal Christensen

Christensen/Roberts Solutions

June 13, 2013

agenda
AGENDA

What is Performance Support?

Why Performance Support? Why now?

Performance Support Models

Think Big – Start Small

training vs performance support
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
training assumptions
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
training assumptions1
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?

slide6

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

slide7

The Workplace Maze

A Typical Workplace Today

the challenge
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.

the challenge1
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.

one option refined
One Option Refined

What if we made use of Outsourced Memory instead of only human memory?

ps cookbook on steroids
PS: Cookbook on Steroids

Today’s technologies can make the cookbook even more powerful

Accessible

Contextual

Actionable

Current

what is performance support
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.

benefits of performance support
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
performance support models
Performance Support Models

The Sidekick Model

The Planner / Toolkit Model

Self-Development / Coaching Model

performance support models1
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
performance support models2
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
performance support models3
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
p erformance support attributes
Performance Support Attributes

Accessible

Contextual

Actionable

Current

think big start small1
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
introduction to performance support solutions

Introduction toPerformance Support Solutions

Hal Christensen

Christensen/Roberts Solutions

hchristensen@crsol.com

www.linkedin.com/in/halchristensen