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Fundamentals of Performance Improvement: A Guide to Improving People, Process, and Performance, 3rd Edition

Book Description

Fundamentals of Performance Technology is a practical how-to guide designed to help practitioners and students understand the science of performance technology and successfully implement organizational change. Using the Human Performance Technology (HTP) model, the authors explain step-by-step how to spot performance indicators, analyze problems, identify their underlying causes, and create workable solutions, and perspective on change management. The completely updated and revised third edition will also feature expanded sections on intervention design and development, tips for sustaining change over time, and all new case studies contributed by top practitioners and academics in the field.

Table of Contents

  1. Cover Page
  2. Dedication
  3. Title Page
  4. Copyright
  5. Contents
  6. List of Figures
  7. List of Tables
  8. List of Exhibits
  9. List of Case Studies
  10. List of Performance Support Tools
  11. Acknowledgments
  12. Foreword—The Practice of Performance Improvement
  13. Foreword—Fundamentals of Performance Technology
  14. Foreword—Performance Improvement Interventions
  15. Introduction
    1. Performance Improvement/HPT Model: The Challenge
    2. What to Expect in This Book
    3. Overview of Book Sections and Chapters
    4. Conclusion
  16. SECTION 1: PERFORMANCE IMPROVEMENT AND THE PERFORMANCE IMPROVEMENT/HPT MODEL
    1. 1: Overview of Performance Improvement
      1. Performance Improvement: Precursors
      2. Performance Improvement: Definition and Scope
      3. Performance Improvement: Key Terms
      4. Performance Improvement: Key Concepts
      5. Performance Improvement: Foundations
      6. Performance Improvement: Leading Contributors
      7. Performance Improvement: Prominent Early Leaders
      8. Multidisciplinary Collaboration
      9. Performance Improvement: Emerging Trends
      10. PERFORMANCE SUPPORT TOOL 1.1. APPRECIATIVE INQUIRY DISCUSSION GUIDE
      11. Citations
      12. References
    2. 2: Performance Improvement / HPT Model—An Overview
      1. Introduction
      2. Performance Analysis Phase
      3. Intervention Selection, Design, Development Phase
      4. Intervention Implementation and Maintenance
      5. Evaluation
      6. The HPT Model as a Process Model
      7. Certified Performance Technology Standards and Ethics
      8. Other Performance Improvement Process Models
      9. Conclusion
      10. Citations
      11. References
    3. 3: Change Management
      1. Definitions
      2. Change Management Models
      3. Levels, Modes, and Control of Change
      4. Planning Change
      5. Change Management Roles
      6. Change Management Functions
      7. Change Management and the Performance Improvement Process
      8. Conclusion
      9. Citations
      10. References
    4. Case Study 1.1: Boutique Marketing Company
      1. Background
      2. Situation
      3. Intervention
      4. Critical Business Issue
    5. Case Study 1.2: Strategic Performance Management in Georgia Education
      1. Background
      2. Situation
      3. Critical Issues
    6. Case Study 1.3: Reducing Municipal Strife Through Engagement
      1. Background
      2. Critical Business Issue
      3. Intervention
    7. Case Study 1.4: Amway Corporation: Driving Consistent, Strategic Performance of Distributors Globally *
      1. Background
      2. Situation
      3. Intervention
      4. Critical Business Issue
      5. References
    8. Case Study 1.5: Using Human Performance Technology (HPT) to Select Projects That Yield Results
      1. Background
      2. Critical Business Issue
      3. Intervention
      4. Citation
      5. Reference
  17. SECTION 2: PERFORMANCE ANALYSIS
    1. 4: Overview of Performance Analysis
      1. Analysis Techniques and Tools
      2. Conclusion
      3. Citations
      4. References
    2. 5: Organizational Analysis
      1. Conducting an Organizational Analysis
      2. Organizational Analysis Tools
      3. Citations
      4. References
    3. 6: Environmental Analysis
      1. Analyzing the World Environment
      2. Analyzing the Workplace
      3. Analyzing Work
      4. Analyzing the Worker
      5. Citations
      6. References
    4. 7: Gap Analysis
      1. Conducting Gap Analyses
      2. Citations
      3. References
    5. 8: Cause Analysis
      1. Conducting Cause Analysis
      2. Lack of Environmental Support
      3. Lack of Repertory of Behaviors
      4. Citations
      5. References
    6. Case Study 2.1: The Blake Company/Mutschler Kitchens
      1. Background
      2. Situation
      3. Intervention
      4. Critical Business Issue
    7. Case Study 2.2: Physician Performance Report Accuracy and Timeliness
      1. Background
      2. Situation
      3. Critical Business Issues
      4. Summary
      5. Citations
  18. SECTION 3: INTERVENTION SELECTION, DESIGN, AND DEVELOPMENT
    1. 9: Intervention Selection
      1. Collaborative Approach to Selection
      2. Introduction to the Intervention Selection Process
      3. Preliminary Phase
      4. Survey Phase
      5. Selection Phase
      6. Citations
      7. References
    2. 10: Learning Interventions
      1. Knowledge Management (KM)
      2. Organizational Learning
      3. Learning Management System (LMS)
      4. Content Management System (CMS)
      5. Education
      6. Training
      7. Self-Directed Learning
      8. On-the-Job Learning
      9. Just-in-Time Learning
      10. Action Learning
      11. Blended Learning
      12. Technical and Nontechnical Learning
      13. Social Learning
      14. Interactive Learning Technologies
      15. Enterprise Learning
      16. Classroom Learning
      17. Distance/Distributed Learning
      18. Online/e-Learning
      19. Wikis
      20. Avatars
      21. And More …
      22. Games
      23. Simulations
      24. Citations
      25. References
    3. 11: Performance Support Interventions
      1. Performance Support Tools (PSTs)/Job Aids
      2. Electronic Performance Support Systems (EPSS)
      3. Documentation and Standards
      4. Expert Systems
      5. Citations
      6. References
    4. 12: Job Analysis/Work Design Interventions
      1. Job Analysis Interventions
      2. Job Descriptions
      3. Job Specifications
      4. Work Design Interventions
      5. Job Design
      6. Job Enlargement
      7. Job Rotation
      8. Job Enrichment
      9. Job Reengineering, Realignment, Restructuring
      10. Human Factors Interventions
      11. Ergonomics
      12. Safety Engineering
      13. Security Management
      14. Green Workplace
      15. Quality Improvement Interventions
      16. Total Quality Management (TQM)
      17. Continuous Improvement
      18. Preventive Maintenance
      19. Six Sigma
      20. Lean Organizations
      21. Citations
      22. References
    5. 13: Personal Development Interventions
      1. Feedback
      2. Coaching
      3. Mentoring
      4. Emotional Intelligence
      5. Social Intelligence
      6. Cultural Intelligence
      7. Communities of Practice
      8. Citations
      9. References
    6. 14: HRD Interventions
      1. Talent Management
      2. Staffing
      3. Employee Development
      4. Retention
      5. Compensation/Benefits
      6. Health and Wellness
      7. Retirement Planning
      8. Labor Relations
      9. Individual Growth Interventions
      10. Motivation
      11. Performance Management
      12. Key Performance Indicators (KPIs)
      13. Performance Appraisal
      14. 360-Degree Appraisals
      15. Competencies and Competency Testing
      16. Organizational Growth Interventions
      17. Succession Planning
      18. Career Pathing
      19. Leadership Development
      20. Executive Development
      21. Management Development
      22. Supervisory Development
      23. Citations
      24. References
    7. 15: Organizational Communication Interventions
      1. Communication Networks
      2. Information Systems
      3. Suggestion Systems
      4. Grievance Systems
      5. Dispute Resolution
      6. Social Media
      7. Citations
      8. References
    8. 16: Organization Design and Development
      1. Definition and Scope
      2. Empowerment Interventions
      3. Team Strategies
      4. Virtual Teams
      5. Problem Solving
      6. Pro-Action Interventions
      7. Strategic Planning
      8. Environmental Scanning
      9. Appreciative Inquiry
      10. Outsourcing
      11. Benchmarking
      12. Balanced Scorecard
      13. Dashboards
      14. Values
      15. Culture/Organizational Culture
      16. Diversity/Inclusion Strategies
      17. Globalization/Localization
      18. Social Responsibility
      19. Ethics
      20. Decision Making
      21. Citations
      22. References
    9. 17: Financial Systems Interventions
      1. Open Book Management
      2. Profit Centers Versus Cost Centers
      3. Financial Forecasting
      4. Capital Investment and Spending
      5. Cash Flow Analysis/Cash Flow Forecast
      6. Mergers, Acquisitions, Joint Ventures
      7. Citations
      8. References
    10. 18: Intervention Design
      1. Definition and Scope
      2. Foundation for Successful Design
      3. Steps to Successful Design
      4. Intervention Elements
      5. Performance Objectives
      6. Evaluation Criteria, Metrics, Methods
      7. Options for Development
      8. Intervention Design Document
      9. Citations
      10. References
    11. 19: Making the Business Case
      1. Definition and Scope
      2. Purpose
      3. Rationale
      4. Performance Improvement Practitioner Role
      5. Performance Improvement Practitioner Competencies
      6. The Business Case Process
      7. Steps to Take
      8. Leadership Commitment
      9. Feasibility
      10. Sustainability
      11. Sustainability in the Performance Improvement/HPT Context
      12. Challenges to Sustainability
      13. Citations
      14. References
    12. 20: Intervention Development
      1. Definition and Scope
      2. Purpose
      3. Timing
      4. Practitioner Role and Competencies
      5. Guidelines for Successful Intervention Development
      6. Development Process
      7. Feasibility, Sustainability, Change Management
      8. Conclusion
      9. Citations
      10. References
    13. Case Study 3.1: No Room for Error: Saving a Multi-Office Dental Practice in Michigan
      1. Background
      2. Critical Business Issue
      3. Building the Initial Business Case
      4. The Presentation
      5. Interventions
      6. The Second Business Case—Feasibility
      7. Designing the Interventions
      8. Developing the Interventions—Sustainability
      9. Implementing the Interventions
      10. Evaluating Results
    14. Case Study 3.2: Acquisition of Westford Bank by Spring Harbor Bank
      1. Background
      2. Situation
      3. Critical Business Issue
    15. Exhibit 3.1: Information Technology Company Aligns Workforce to Business Strategy and Direction
      1. Situation
      2. Talent Management Intervention
      3. Education and Communication Intervention
      4. HRD System Intervention
  19. SECTION 4: INTERVENTION IMPLEMENTATION AND MAINTENANCE
    1. 21: Intervention Implementation and Maintenance
      1. Intervention Implementation
      2. Models Lead the Way
      3. Implementation Design
      4. Variables Affecting Successful Implementation
      5. Implementation Strategies
      6. Intervention Maintenance
      7. Citations
      8. References
    2. 22: Techniques for Implementation and Maintenance
      1. Partnering, Networking, and Alliance Building
      2. Process Consulting
      3. Employee Development
      4. Communication
      5. Change Management
      6. Project Management
      7. Feasibility
      8. Sustainability
      9. Citations
      10. References
    3. Case Study 4.1: Church Pension Fund: The GREAT Model
      1. Background
      2. Situation
      3. Intervention
      4. Critical Business Issue
    4. Case Study 4.2: St. Luke Lutheran Church and School
      1. Background
      2. Situation
      3. Intervention
      4. Critical Business Issue
  20. SECTION 5: INTERVENTION EVALUATION
    1. 23: Overview of Evaluation
      1. Definition of Evaluation
      2. Scope of Evaluation
      3. Purpose of Evaluation
      4. Evaluation Models
      5. Predictive Approach to Evaluation
      6. Integrating Evaluation into the PI/HPT Model
      7. Role of the PI/HPT Practitioner as Integrator
      8. Citations
      9. References
    2. 24: Planning and Conducting Evaluation
      1. Formative Evaluation
      2. Planning a Formative Evaluation
      3. Conducting a Formative Evaluation
      4. Summative Evaluation
      5. Planning a Summative Evaluation
      6. Conducting a Summative Evaluation
      7. Confirmative Evaluation
      8. Planning and Conducting Confirmative Evaluation
      9. Planning Confirmative Evaluation
      10. Conducting Confirmative Evaluation
      11. Role of the Performance Improvement Practitioner/Evaluator
      12. Meta Evaluation
      13. Planning Type Two Meta Evaluation
      14. Conducting Type Two Meta Evaluation
      15. Role of the PI/HPT Practitioner or Evaluator
      16. Conclusion: But Are They Ready?
      17. Citations
      18. References
    3. Case Study 5.1: ABC Automotive Company—Dealership Sales and Marketing Academy
      1. Background
      2. Situation
      3. Intervention
      4. Critical Business Issue
    4. Case Study 5.2: Community Healthcare Association of the Dakotas: A Five-Level Evaluation Model
      1. Background
      2. Situation/Opportunity
      3. Intervention
      4. Critical Business Issue
      5. Next Steps
      6. Summary
  21. APPENDICES
    1. A: ISPI's Performance Technology Standards
      1. International Society for Performance Improvement
      2. Table of Contents
      3. Performance Standard 1
      4. Performance Standard 2
      5. Performance Standard 3
      6. Performance Standard 4
      7. Performance Standard 5
      8. Performance Standard 6
      9. Performance Standard 7
      10. Performance Standard 8
      11. Performance Standard 9
      12. Performance Standard 10
    2. B: Certified School Improvement Specialist Standards
    3. C: ISPI's Code of Ethics
      1. This document includes:
      2. Statement of Expectations
      3. The Principles
      4. Add Value Principle
      5. Validated Practice Principle
      6. Collaboration Principle
      7. Continuous Improvement Principle
      8. Integrity Principle
      9. Uphold Confidentiality Principle
  22. Glossary
  23. About the Authors
  24. Name Index
  25. Subject Index