Overview:Human Performance

Technology(HPT)

Roy Knicley, CPT

Now that you’veopened the door

by declaring yourself a “Performance Consultant…”

How are you going to answer your Mom when she asks:

Honey, exactly what do you do?

Dear Mom…

apa komentar mu yang pertama saat kamu pulang dari dokter gigi karena gigi saya yang berlubang? Kamu akan mengatakan "Saya tidak akan makan permen lagi" Akan tetapi, bagaimana kamu yakin bahwa permen lah yang membuat gigimu berlubang, kalau kamu tidak melihat semua faktor yang dapat menimbulkan lubang pada gigimu? misalnya: tidak sering menggosok gigi, tidak menambal gigi, makanan

…

Hi Mom.

Ini adalah pekerjaan saya. Ma, saya ingin tahu bagaimana dan mengapa organisasi/perusahaan saya menjad rapuh. Kemudian saya membuat sebuah rencana proaktiv buat menghindari msalah berikutnya. Mama tahu tidak, saran mereka bagaikan mengunjungi dokter gigi dua kali dalam setahun

Love, Jane

About Human Performance Technology…

What is It? Why Do You Do It? How Do You Do It?

Common Performance Expressions

Performance Improvement is the goal or benefit of focusing on individual and organizational change and business results.

Performance Consulting is the service or practice of providing advice, leadership, support and direction to the performance improvement process.

Rosenberg (1998)

Common Performance Expressions, continued

• Performance Technology is the process and tools used to solve human performance problems or to realize performance improvement opportunities.

Rosenberg:

(1998)

What isHuman Performance Technology?

HPT is a systematic approach to improvingproductivity and competence. It is a setof methods, procedures, and strategiesfor solving problems and seizingopportunities related to the performanceof people.

ISPI: 2001

Many factors impact individual performance…to help prescribe the right solution(s), it is important to identify all of those factors that may affect the performance problem or opportunity.

Human Performance Technology Combines 3 Fundamental Processes…

Performance Analysis Cause Analysis Intervention Selection and

Implementation

… To Produce these Outcomes

Analyze observable workplace behavior Link behaviors with related environmental factors Determine the causes of both exemplary and

problem behaviors Design possible solutions called interventions Monitor and measure the results to determine the

effectiveness of the implemented interventions

Mom, as a Performance Consultant, I help answer the

question….

What are all of the factors that

impact someone’s performance?

Fundamental Principles of Human Performance Technology

• Focus on outcomes, results• Take a system(s) viewpoint• Add value; focus on the business or

organizational purpose• Establish partnerships; work collaboratively

Why ApplyHuman Performance Technology?

Identify the “real” reasons why people aren’t performing as expected

Match appropriate solutions to performance problems or opportunities

Select solutions that are both practical and cost effective

Human Performance Technologyis Appropriate When ….

You’ve been asked to implement a training solution

You’ve been asked to help with a performance issue

You’ve been asked to help in implementing a change that will have a major impact on a group of performers

Is Human Performance Technology the same as Training Needs Assessment?

Proposed

Training

Program

“The danger in leaping from apparent problem to apparent solution is that large amounts of time and money can be spent in throwing training at a problem that training cannot solve. You need to dig a little deeper. That is why a procedure (like Human Performance Technology) is important to those who actually want to solve problems – rather than just talk about them.”

Robert F. Mager

Components of Rummler’sHuman Performance System

Input Consequences

Feedback Performer

OutputInput Performer Output

Consequences Feedback

Input Clear or sufficiently

recognizable indications of the need to perform

Minimal interference from incompatible or extraneous demands

Necessary resources (budget, personnel, equipment) to perform

Performer

Necessary understanding and skill to perform

Capacity to perform, both physically and emotionally

Willingness to perform (given the incentives available)

Output

Adequate and appropriate criteria (standards) with which to judge successful performance.

Accuracy

Speed

Production

Consequences

Sufficient positive consequences (incentives) to perform

Few, if any, negative consequences (disincentives) to perform

Feedback

Frequent and relevantfeedback as to how well (or how poorly)the job is beingperformed

How Do You ApplyHuman Performance Technology?

1. Conduct a Performance Analysis.2. Conduct a Cause Analysis.3. Select and implement the

appropriate intervention(s).

Conducting a Performance Analysis

Understand the performance issue that is being addressed and verify agreement

Collect data on current performance Compare current performance to desired

performance Determine the performance gap

Conducting a Cause Analysis

Identify causes for the performance gap Don’t jump to conclusions! If needed, gather more data

Areas for Cause Analysis

Input Performer Output Consequences Feedback

Intervention

An intervention is an: activity process event or system designed to correct the problem or change the

situation and improve performance.

Selecting and Implementing the Appropriate Intervention(s)

Identify criteria that the intervention(s) must fit such as:CostTimeQuality

Select the interventions(s) that best fit the criteria and improve performance

Propose the intervention(s) to the client and gain commitment to implement

Implement the intervention(s) Evaluate the effectiveness of the intervention(s)

Categories of Performance Interventions

Career Development Communications Documentation &

Standards Ergonomics & Human

Factors Feedback Systems Financial Systems Human Dev. Systems Industrial Engineering Information Systems Instructional Systems

Hutchison & Stein: 1998

Job/Workflow Design Labor Relations Systems Management Practices Measures & Evaluation

Systems Organizational

Anthropology Organizational

Design/Development Quality Improvement Resource Systems Selection Systems Reward/Recognition

Systems

Let’s apply what we’ve learned about HPT …

CPT Standards of Performance Technology

Focus on results Look at situations

systemically Add value Utilize partnerships &

collaborate

Systematic: Assessment Analysis Design Development Implementation Evaluation

HPT Case Study

Client: Customer Service Marketing Department Imperative: “Enhance the customer experience

while increasing service revenues by offering additional services and products”

Success Factors & Core Requirements Interventions: Workplace, Work, & Worker

We’re All Tied Up…

Situation

3 Children ages 5, 3 & 1

It takes us 30 minutes to get our shoes on in the morning!

P.S. Closing Thoughts About

Human Performance Technology

Brings a systems approach to diagnosing performance

Recognizes that organizational performance factors have as much impact as individual performance factors

Promotes the brokering of effective solutions