Outstanding Interventions Honored with 2014 Award of Excellence

For over 40 years, ISPI’s Awards of Excellence program has celebrated the people, products, innovations, and organizations that represent excellence in the field of human performance technology on an annual basis. In the category of Outstanding Human Performance Interventions, eight interventions were selected for the prestigious award, which required meticulous documentation of how an intervention meets the 10 Performance Improvement Standards, proven success and improvement under real-world conditions, and a peer review. These awards will be presented at THE Performance Improvement Conference, Monday, April 14, 2013, in Indianapolis, IN.

U.S. Coast Guard Independent Duty Health Services Technician Course
USCG Training Center Petaluma, USCG Force Readiness Command, Lockheed Martin

A review of the U.S. Coast Guard’s 14-week independent duty health services technician (IDHS) course revealed course materials had been modified over time to the point where they were no longer valid and reliable. The Training Center Petaluma, CA, team redesigned the entire course methodology; reducing lecture time by more than 85% and replacing cognitive tests with structured homework, instructor demonstrations, high-level practice with instructor feedback, and performance-based assessments. The new course was scenario-based and structured around the routine of an IDHS aboard a major Coast Guard cutter. Tasks normally conducted daily at sea were performed by students each day, weekly tasks each week, and monthly tasks each month. Infrequent and emergency tasks were assessed at random intervals throughout the course, so students experienced the dynamic nature of IDHS duties. Time recaptured by reducing lectures allowed students increased opportunities to practice their skills, increasing proficiency as they performed tasks on a periodic basis throughout the course, rather than during a single assessment. Instructors were assigned mentor groups of no more than six students. The designated mentor for each group was responsible for his or her group’s success and closely monitored students’ homework and performance in class to identify weaknesses and perform early remediation. In addition, a collaboration site was created with performance support tools such as job aids, references, website links, and discussion boards to support students and graduates in the field. The interventions were highly successful, increasing student satisfaction with the course and improving performance by graduates on the job. ISPI recognizes CAPT Charles Fosse, CAPT R. Erin Brogan, CDR Richard Molloy, Kathy Thore, LCDR Michael Reed, LCDR Matthew Chong, LCDR Vanessa Blackmore, Paul Robbins, Bill Simington, Francis Ranney, HSCM Claudia Simpson, HSCS Allen Tweedell, HSC Michael Anderson, HSC Raphael Mumford, HSC Garret Bush, HSC John Steward, HS1 Daniel Taylor, and HS1 James Morgan

Global EV Supply Equipment Training
Underwriters Laboratory and UL University

The technical demand for electric vehicle charger work was increasing by 100% year over year, and Underwriters Laboratory (UL) was experiencing poor customer service issues. UL’s Technical Competency for Electric Vehicle was primarily concentrated in the northeast region of the United States, and we were getting demand from the United States, Canada, Japan, China, and Korea. There were too many requests for travel to accommodate the clients’ needs. The staff became overloaded with work. The leaders were aware of the situation and became concerned about the issues. As a result, under the advice of the engineering manager who later was promoted to engineering director, analysis about the work and the workers was conducted.
The leadership enlisted the technical experts from the PDE organization and CAS to form the Global EVSE training team. The team working with ULU’s staff adopted the blended-learning strategy to design, develop, and deploy two five-day workshops conducted in two phases. Part 1 focused on the overall product, and Part 2 addressed “personal protection” issues. The team members served as subject matter experts and delivered the content. There were hands-on exercises to ensure understanding of the technical issues. The final written and practical proficiency exams were designed to determine the competency of the participants. Twenty-eight staff members from Asia and North America completed the training and obtained competency in all associated EVSE CCNs. Financial results were directly affected by the increase in staff capacity and competency. The company realized a 16.5% increase in revenue for the EV CCNs in 2012.
ISPI recognizes Milan Dotlich, Daniel Bejnarowicz, Gregory Jenkinson, Kurt Brengel, SiatMoy Chong, CPT, PhD, Joseph Bablo, Frederick Reyes, Robert L. LaRocca, Anura Fernando, Dennis Grzic, Howard T Cox, Joseph Rodriguez

2013 Vertex Pharmaceuticals High School Intern Program
Zachary Doyle, Vertex Pharmaceuticals, Inc.

Vertex has made a major commitment to supporting and enhancing science education in the Boston Public Schools, and a key component of this commitment is the company’s high school internship program. It aims to raise students’ awareness of how math and science skills they learn in school can be applied to a career in the biotech industry and to develop the next generation of industry leaders by advancing science education in the local community. The six-week-long internship, designed similar to an apprenticeship, is focused on providing students hands-on activities and workshops alongside Vertex scientists and employees. For Vertex, building a talent pipeline is a strategic imperative and this pipeline begins with high school students.
Program highlights include:

  • Multiple opportunities to learn and then practice new skills
  • Scientist- and teacher-taught labs in Vertex’s specially designed community learning lab
  • Conversation with Vertex’s CEO; Q&A sessions with a cystic fibrosis patient
  • Rich support structure (Vertex manager and HR mentor)
  • A specially designed intern website that features daily agendas, content, pictures of learning in action, and daily blogging by interns
  • In partnership with Vertex Corporate Communications, opportunities to guest tweet from Vertex’s Twitter account (@vertexpharma)
  • Professional development workshops, e.g., business etiquette, resume building, personal branding and elevator pitch, and more
  • A yearbook at the close of the program featuring content from the website
  • Poster session open to the entire company, featuring interns’ summer learning and projects

  • U.S. Coast Guard AN/SPS-50 Radar Course

    U.S. Coast Guard, Harkcon, Inc., Goldbelt Falcon LLC

    The U.S. Coast Guard is in the process of replacing outdated radar equipment on 100 cutters with the AN/SPS 50 surface search radar. This change in navigation equipment required a new performance support package to prepare the workforce as the new system is rolled out to the fleet. The Performance Systems Branch at Training Center Petaluma was able to collaborate with stakeholders to perfectly implement the Coast Guard’s five-phase instructional systems design ADDIE model, which culminated in a two-week resident training intervention. The team, consisting of performance analysts, technical experts, and instructional designers, delivered an entirely hands-on, performance-based training solution in a high-fidelity laboratory setting four months ahead of schedule.
    The course was a first of its kind at Coast Guard Training Center Petaluma because it was completely lecture-free. Students learn entirely from job aids and hands-on training on the same radar equipment that is on the cutters. The Coast Guard provides a multifaceted performance support approach that includes a signed equipment support plan, manned service desk, job aid websites, and centrally managed databases to log maintenance and repair activities. This robust system includes a feedback mechanism allowing electronic technicians who have completed the course to view recent changes and suggest changes to job aids. These capabilities are leveraged in the classroom so new students can be trained using the latest procedures from the real world of work and the most common equipment faults.
    ISPI recognizes CAPT R. Erin Brogan, CAPT Charles Fosse, CDR Richard Molloy, Kathy Thore, LCDR Michael Reed, LCDR Matthew Chong, LCDR Vanessa Blackmore, LCDR Richard Gunagan, Anthony Pistillo, Charles Huthmaker, Stephen Kennedy, LT Richard Mooney, Robert Wagner, Paul Robbins, Val Luekens, Jenny McGowan, Bill Simington, LT Frank Paula, ETCM Robert Jackson, ETC Christian Coster, and ET2 Justin Fortenberry

    China Merchants
    Mr. Jian-Chun Liu, Ms. Tao Hu, Ms. Jing Wang, Ms. Jun Liu, Mr. Qing-kai Meng, Ms. Yon-xue Peng, and Mr. Yao-xiang Huang

    Productivity Leaps is a project of CMB to promote the standardization, specification, and professionalization of its retail banking business. Through the efficient work method of standardizing the process of sales team construction, tracking and improving indicators of specified and detailed management processes, and providing comprehensive and complete asset allocation advice for clients with professional services, indicators of the retail banking business can eventually take off. Years after the project was initiated, the differences of sub-branches that carried out this project and those who did not are mainly reflected in three areas: target VIP client group, asset under management scale, and fee income. These differences are significant.
    The spirit of this project is to change habits in the process; create value with expertise; and achieve standard, specified, and detailed sales process management by means of process optimization, expertise training, sales skill training, sales management, and incentive. It provides valuable information for other companies to improve performance.

    JetBlue Airways’ Refresh the Reservations New Hire Experience
    JetBlue University and JetBlue Airways

    In October 2012 JetBlue Airways launched a new onboarding program for reservation agents. The overarching expectation was for improved performance of the newly hired crewmembers. The operation and business needed this group to reach both individual and aggregate targets for operational metrics in a shorter time frame post-training.
    After a thorough analysis, it was determined that an improved new hire onboarding process for these crewmembers would help to meet this business goal. The intervention consisted of three primary components: a redesigned initial training program and two mentor programs called BlueBuddies and Peer Mentors.
    Four key areas were measured to determine if the project was on track for meeting these ultimate outcomes: increased proficiency during training, improved performance in the operation, increased learner satisfaction, and quicker time frames to reach both individual and aggregate operational metrics. The intervention was successful in improving these performance metrics. These metrics now form the baseline for ongoing evaluation and are reported quarterly to business leaders.
    ISPI recognizes Carrie Rodgers, Shauntel Lizzarazo, Meredyth Powell, Bernardo Jessop, Sandy Anderson, and Kristy Smith

    Midgrade Officer Career Transition Course
    U.S. Coast Guard

    The Midgrade Officer Career Transition Course is an innovative blended curriculum designed to take newly promoted Lieutenant Commanders in the U.S. Coast Guard and transition them from subject matter experts to organizational leaders. The yearlong curriculum incorporates online learning through readings and discussion boards; intensive 3-week resident sessions in New London, CT at the Leadership Development Center and in Washington, DC at Coast Guard Headquarters; and one-on-one leadership coaching. Throughout the course, students are required to apply knowledge to large-scale current organizational challenges and daily individual leadership challenges. Students are offered support and accountability along the way via a senior mentor, leadership coaches, and student partners. A rigorous evaluation of a 30-person pilot cohort confirmed the approach was cost effective and successfully led to increased leadership skills, increased capacity to solve complex organizational challenges, and an increased commitment to the Coast Guard.
    ISPI recognizes CWO William Anderson, LCDR Matt Baker,LCDR Katie Blanchard, LT Orion Bloom, LCDR Chris Bonner, CAPT Chris Calhoun, Charlie Coiro, LCDR Andrew Ely, LCDR Rahshaan Engrum, Jonathan Heller, CAPT Andrea Marcille, CDR Erica Mohr, Linda Pfeifer, LCDR Charlotte Pittman, Mike Renzi, CDR Jennifer Sinclair, LCDR Michael Sinclair, and Jason Siniscalchi

    USCG Training Center Petaluma Orientation Program
    USCG TRACEN Petaluma

    The U.S. Coast Guard’s Training Center in Petaluma, CA is home to over 400 permanent party members, and trains over 3,000 students a year. This fluid and mobile workforce–combined with many students being in an apprenticeship status–creates a potential lapse or laxity in enforcing USCG regulations, good order and discipline, and familiarity with internal base functions.Over the course of two annual climate surveys, there had been several negative perceptions commented on regarding the interactions between these extremely junior and senior audiences. Also, several permanent party members noted their unfamiliarity with the unique operations at a Training Command. Based on those surveyed and personal remarks, the Leadership & Diversity Advisory Council (LDAC) decided to tackle these perceptions and associated effects by creating a standardized Onboarding/Orientation Program for staff members.
    Originally, a solution was to be implemented for every student and permanent party member onboard; however, the LDAC chose to center in on just permanent party members. They are a smaller audience to facilitate and have a greater ability to leverage perceptions and application of unit policies on this diverse audience.With a rapid development, implementation of this program allowed two-thirds of last year’s new permanent party members to participate. Level 1 feedback was positive, and insightful to how this program could be better expanded.
    SPI recognizes CAPT Charles Fosse, CAPT R. Erin Brogan, CDR Jeffrey Good, CDR Anita Scott, LCDR Matthew Chong, LCDR Travis Collier, LT Molly Keyser, CWO Jason Briggs, YNCS Walt Moniz, ITC Nathan Mahoney, ITC Nicholas Hernandez, HS1 Macie Lowe, Tasha Reed, Krysti Pereira, and Kara McElroy