Conference Presentations . . . April 13 - 15
(Wednesday, Thursday, & Friday)

The 2005 Annual Conference Program Committee and a few special surprise guests will welcome participants in a lively and informative Opening Session, designed to help everyone make the most of their conference experience. This session will serve as an introduction to the conference, highlighting key features so that attendees will be better prepared to "navigate" the conference. It will be particularly useful for newcomers as an orientation to the full spectrum of activities available. 

This session will also establish two key themes: networking and emphasizing the first "I" in ISPI. From this opening event focused on "making connections", and the traditional "Cracker Barrel," to the "International Room" and the Community Center, this year's conference has been designed to facilitate networking across geographies and disciplines. Everyone attending will receive a special Conference Passport, which will serve as a guide for networking throughout the conference. 

The Opening Event will get participants off to a great start in using their Passports. It will help everyone capitalize on opportunities to make valuable connections with friends and colleagues from around the globe. You can expect a fun and engaging start to your conference voyage, and perhaps win a prize along the way!

The Opening Reception will immediately follow the Opening Session.  Enjoy complimentary Hors D'ouvres and soft drinks while meeting old friends and new colleagues.  Cash bar also available.

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Magnetic Service:
Increasing Productivity Through Great Partnerships

Chip R. Bell is a senior partner with Performance Research Associates, Inc. His consulting practice focuses on helping organizations build a culture that supports long-term customer loyalty. Prior to starting a consulting firm, Dr. Bell was director of management development for NCNB, now Bank of America. He holds graduate degrees in organizational psychology and human resource development from Vanderbilt University and George Washington University and was a highly decorated infantry unit commander in Vietnam with the elite 82nd Airborne Division.

Dr. Bell is the author or co-author of several best-selling books, including Service Magic--The Art of Amazing Your Customers, Customer Love: Attracting and Keeping Customers for Life, Customers As Partners: Building Relationships That Last, Managing Knock Your Socks Off Service, Dance Lessons: Six Steps to Great Partnerships in Business and Life, Managers As Mentors: Building Partnerships For Learning, Beep-Beep: Competing in the Age of the Road Runner, and his newest book Magnetic Service: The Secrets of Creating Passionately Devoted Customers.

His articles have appeared in numerous professional journals including Management Review, Journal of Quality and Participation, Executive Excellence, Customer Service Management Journal, Customer Relationship Management Journal, T+D Magazine, Sales and Marketing Management, Bank Marketing Journal, Advanced Management Journal, Harvard Business School Management Update, and many others. Dr. Bell’s work has been featured on CNBC, CNN, Bloomberg TV, NPR, Voice of America, and Reuters and in the Wall Street Journal, Fortune, USA Today, Entrepreneur Magazine, Inc. Magazine, and Business Week. 

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• A three-point model of evaluation that shows the products of measurement from the onset to post implementation.
• A template for developing a business case.
• A template of a value chain you can adapt to show how your work is aligned with the business need. 

HPT ProComm: Analysis, Evaluation, and Measurement

Never Worry about Transfer Again --
Seven Strategies for Converging Learning and Work 
Allison Rossett, CPT, PhD, San Diego State University

Performance professionals have good reasons to fret. Are people using the programs we build? Why are drop out rates high? Do our efforts transfer to the workplace? Do they have strategic impact? Now is the time to do away with the chasm between our interventions and the workplace. In this session, Allison will present seven ways to bridge the gap between learning and work, some using technology, and some without any technology at all. 

Participants will be able to:

• Describe past pain with concerns about persistence, transfer, and meaning.
• Identify seven strategies for converging learning and work, from the familiar job aids to the unfamiliar captology.
• Tour examples of the seven strategies. 
• Describe why these strategies fail.
• Pick at least one strategy with potential for enhancing your work as a performance professional and make plans to use it.

HPT ProComm: Instructional Systems

HPT and Line Management: How Managers View HPT 
and Its Value to Their Organization 
Moderator: Harold D. Stolovitch, CPT, PhD, 
HSA Learning & Performance Solutions LLC
Panelists: Susan Seaburg, Hewlett Packard, CAPT Laurie Cason, U.S. Navy, & Shawn Brown, Microsoft Corporation 

As practitioners, we clearly see the value of HPT and we are eager, often times TOO eager, to educate and evangelize the value of our profession to anyone who will listen. The term HPT comes from our language not management’s. What management does understand is “performance” -- they speak that language and helping management focus on improving performance is an easier sell than we think, providing we can put it in their terms. Why, then, is it SO hard to get management to advocate HPT and acknowledge the value of systematic approaches that HPT employs to improve and optimize organizational performance? The most effective ways to engage management are to align, demonstrate, and represent the bottom line resulting value of HPT to their organization. 

During this interactive session, you will hear directly from line managers/leaders on the value that HPT has brought to their businesses as an integrating approach. The panel members will share the business conditions that led them to try performance improvement, highlights of a HPT project in their organization and the results, and how they articulate the value of HPT to others.

Objectives:

• Hear first-hand testimony from line management about what they did to align, demonstrate, and represent the bottom line resulting value of HPT to their organization.
• Articulate the HPT key messages that resonate with line management.

HPT ProComm: Management of Organizational Performance

The Right Tools at the Right Time: Targeting Performance Improvement Efforts to the Life Cycle of an Employee
Rodger Stotz, CPT, Maritz Inc.

Every organization wants to move a new employee quickly through the "on board" process and develop a "star" employee. Yet, too often organizations offer the same incentive and developmental opportunities to everyone. Find out how companies have directed the principles of targeted marketing internally, and how they have targeted specific developmental efforts to address the differing needs and abilities of the new employee, the established employee, and the star employee. 

Participants in this session will: 

• Learn the five questions that must be answered for people to change behavior at any stage. 
• Use a job aid to identify the developmental and reward needs and preferences for employees.
• See examples of how to target learning and incentive efforts to get the best results and move employees through choice and experience to loyalty. 

HPT ProComm: Motivation, Incentives, & Feedback

What Is This Community About, What Brings Performance Oriented System Thinkers to This Area of Practice, and What are the First Priorities of this Community?
Moderator: Ben Wiant, Roger Kaufman and Associates
Panelists: J. Robert (Bob) Carleton, Vector Group Inc., Kathleen Whiteside, Performance International, Ray Svenson, CPT, Ray Svenson Consulting, Danny Langdon, Performance International, & Alan Stevens, Vector Europe Business Consultants Ltd.

The Organizational Development and Alignment (OD/A) professional community will acknowledge its first challenge--defining what it will include and exclude--in three parts. First, by sharing personal stories of how some prominent ISPI’ers moved from training into the world of OD/A. Next, they will address the perspective from which they view organizations--across, top down, from the performer up, and as a way to expand on training interventions. Finally, the last third of the session will focus on the key questions that the audience and the panel would like the community to address, including what preparation is needed, what are the key interventions to use, and how does this community relate to the one entitled “Management of Organizational Performance. 

Participants in this session will:

• Hear first hand why measurement and performance oriented ISPI’ers moved into this field.
• Learn different ways of approaching the area of organizational performance and alignment.
• Discuss with the presenters what this community should focus upon as it develops.

HPT ProComm: Organizational Development/Alignment

The Origins of Process Improvement and Six Sigma at Motorola
Geary Rummler, CPT, PhD, & Alan Ramias

This session describes the early history of business process improvement (BPI) and Six Sigma at Motorola, where both methods were created in the 1980s. Geary Rummler and Alan Ramias, who were both engaged in the design of the BPI methodology, will offer their views on how these innovative methods originated while dispelling some of the myths surrounding what really happened, who was involved, and why the methodologies evolved as they did. In the second half of the presentation, they will offer an overview of the current state of business process management (BPM) and an optimal approach to blending the best ideas from both Six Sigma and process improvement. Expect a lively, informative, and candid history lesson.

HPT ProComm: Process Improvement

Science and Research Community Caucus
Panelists: Mary Norris Thomas, CPT, The Fleming Group, LLC, Dale Brethower, W. Michigan University, David Cox, Boise State University, Jeanne Farrington, CPT, EdD, Farrington & Jensen Consulting, Roger Kaufman, CPT, Florida State University, Karen Medsker, Marymount University, James Pershing, CPT, PhD, Brenda Sugrue, CPT, ASTD, Harold Stolovitch, CPT, PhD, Universite’ de Montreal, & Will Thalheimer, PhD, Work-Learning Research

Research is not only our foundation, it is our future. Without research, we would not have the tools, practices, and models that we use today. Without research, we will have none for tomorrow. Whether you are a researcher, practitioner, faculty, or student, novice to veteran, regardless of specialty, research-validated practices are essential. How do we achieve these essentials? How do we distinguish sense from nonsense, fact from folklore, science from snake oil? What if you had an entire community to help you? You do now! Come contribute to the conversation, commune with colleagues, connect with expert resources, in short, invest in your future.

Participants will be able to:

• Identify expert resources for practitioners. 
• Recognize opportunities to attract, retain, and grow research advocates.
• Realize the infrastructure needed to grow.

HPT ProComm: Science and Research of HPT

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Masters Series Presentations

The Masters Series program is designed to provide conference attendees with an in-depth analysis of the trends and issues facing human performance improvement practitioners. These speakers were selected by the 2004-05 ISPI President Donald T. Tosti, PhD, CPT, because of their expertise and accomplishments in human performance technology.

Systemic Analysis and Intervention: 
Managing Process and Practice to Achieve Organizational Effectiveness
J. Robert Carleton, Senior Partner & CEO, 
Vector Group Inc.

PT for individuals and/or individual jobs is the starting level of performance technology. Moving from individual to group levels of performance--work units/functions--requires a leap to a second level. This leap multiplies the variables--all those involved in individual performance are still active, interacting with a new series of “group” variables making up a larger performance system. Organizational analysis/intervention--where the “subject” is multiple small groups with varying degrees of interdependence performing parts of a greater organizational task--is yet another multiplying leap. Welcome to the frontiers of performance technology and the subject of this presentation.

Are We Motivated by Money? 
Some Surprising Results 
from the Research Laboratory
Alyce Dickinson, PhD, 
Western Michigan University

For 20 years, my students and I have been investigating how individual and small group monetary incentives affect performance and satisfaction. Our research is bridge research: laboratory simulations that address questions arising from organizational settings, and encouraged by empirical reviews that have found the results of laboratory and applied incentive studies to be similar. We have examined the following issues, which I will address: 

• Do incentives improve performance? 
• Does the percentage of base pay earned in incentive pay affect performance? 
• Does feedback enhance the effectiveness of incentives? 
• Do small group incentives maintain performance as well as individual incentives? 
• Do people prefer individual or group incentives?

Avoiding Performance Technology Myopia: Using All of the Available Levers 
to Help an Organization Change
Joseph J. Durzo, PhD, CPT, 
Senior Vice President, 
National Training, Archstone-Smith

Bob sipped his coffee and wondered, “Why wasn’t this project a success? We produced good results, but it wasn’t implemented everywhere. What went wrong?” To help organizations change, performance consultants should consider tools and approaches available to them from the traditional HPT world and from beyond it as well. During this presentation, we’ll explore what organizational development, process improvement, action learning, political consulting, and other fields can contribute to leading successful HPT change efforts. We’ll discuss multiple levels of change and pitfalls to avoid, based on lessons learned from 30 years of approaches that worked and those that didn’t.

Defining and Implementing Organizational
Changes as a Direct Response 
to Customer Inputs
Paul Lange, CPT, Strategic Planner, 
Achievement Awards Group (Pty) Ltd

The case study presented during this session revolves around a complete strategic and organizational sea change by the leading provider of private healthcare services on the African continent. Issues of globalization, skills shortages, and extreme changes to the regulatory environment required a fresh look at the company. This was done using HPT principles and resulted in an aggressive and forceful mounting of two programs--one aimed at staff and the other at the primary customers (specialist doctors).

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Each year, based on evaluation data provided by conference attendees, ISPI selects the highest ranked sessions from all sessions offered at the Annual Conference. These presenters are invited to deliver their sessions again at the following year's conference as Encore Presentations. Please see the Concurrent Sessions web page to view the schedule of Encore presentations, which are listed as a Concurrent Track.

ISPI is happy to announce that the Vancouver Conference will feature the following “repeat performers”. 

Building Relationships to Boost Sales Training Performance
Rovy Branon & James Lane, Eli Lilly and Company

Coaching Trainers to Excellence
Renee Stoll, TDS Telecom

Creating a Motivating Environment
Matthew Richter, CPT, The Thiagi Group

Creating Executive Presence: Thinking on Your Feet 
Dianna Booher, Booher Consultants Inc

Energy Investment: Beyond Competency
Donald Tosti, CPT, Vanguard Consulting Inc 
& John Amarant, CPT

Evaluation: The Link Between Learning and Performance
Roger Chevalier, CPT, ISPI

Fantastic Successes and Astonishing Failures: Learn It All Here!
Anne Marie Laures, CPT, Walgreen Company, Don Kirkey, Johnson Controls, Dennis Costello, Maritz, & Elaine Rand, U.S. Department of Treasury

Fluency Coaching: Best Practices Analysis and a Feedback Job Aid
Carl Binder, CPT, Binder Riha Associates

Low-Tech e-Learning Solutions on a Paper-Based Budget
Paul Staples, CPT & Michael Enslin, Iinteg Inc.

May I Invite You to Consider?: Strategies for Influencing Up
Barry Bales & Valerie Carvajal, University of Texas at Austin and Joyce Sparks, Governors Center for Mgmt Dvlp

On Becoming a Performance Consulting Organization: A Case Study to Review How QVC, Inc., Training Was Redesigned
Kristine Fogliano & Tim Melone, QVC Inc

Partnering Within Organizations: SMARTER 
Success Through Coaching
Jean Strosinski, CPT, Constructive Choices Inc 
& Mary Beth Shewan, WholeLife Coaching

Quick! Communicate Your Value!
Theresa Seagraves, Theresa L. Seagraves & Assoc

Realizing Our Potential
Jim Hill, CPT, Proofpoint Systems

Training Ain’t Performance
Harold Stolovitch, CPT, HSA Learning & Performance Solutions LLC

Training to Imagine: Tools for Building Client Relationships
Kat Koppett, The Thiagi Group

Using the Success Case Evaluation Method to Enhance Value
Robert Brinkerhoff, Western Michigan University

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Wednesday, April 13
2:00-3:30 pm

3^rd Annual Research Exchange
Ryan Watkins, PhD, The George Washington University, & 
Ingrid Guerra, PhD, University of Michigan-Dearborn

Come participate in the 3^rd Annual ISPI Research Exchange. This session explores the application of seminal studies, data from cutting-edge investigations, and the rising issues of the research community that supports HPT practice. As today’s ideas, queries, and investigations become tomorrow’s principals and practices, come hear speakers including Harold Stolovitch, Jim Pershing, Carl Binder, Will Thalheimer, Steven Condly, Dan Siegel, Scott Schaffer, Alyce Dickinson, David Cox, and ISPI research grant recipients share their experiences, and findings, along with the implications for you and your work. 

Participants will be able to:

• Identify emerging HPT research issues through multiple, 5-7 min research briefs followed by participant discussion
• Identify cutting-edge inquiries and findings in HPT 
• Apply research results to their HPT practice 
• Share current research and questions

Professional Community: Science and Research of HPT

Wednesday, April 13
4:00-5:30 pm

The History of HPT
Lynn Kearny, CPT, K & A Graphic Tools for Thinking and Learning & 
Dale Brethower, PhD, Performance-Based Systems and Western Michigan University

One sure sign of an organization’s longevity is a flurry of activity surrounding significant anniversaries and a keen interest in capturing its history while most of the founders are still around to tell the story. Several factions within ISPI have attempted to document the history of both HPT and the Society in recent years. However, their elegant timelines and key events do not tell the whole story. Join the HPT/ISPI history makers as they map out the last 40+ years, and claim your rightful place in history.

Professional Communities: Science and Research of HPT; Motivation, Incentives, & Feedback; Analysis, Evaluation, & Measurement; Instructional Systems; Process Improvement; Organizational Design/Alignment; Management of Organizational Performance

Friday, April 15
1:30-3:00 pm 

International Attendee Wrap-up
Carol Panza, CPT, CMP Associates

This session has been designed as another way to ensure that participants get the very most out of their conference experience. Though it is focused on members who have traveled to the conference from outside of North America, all interested conference participants are encouraged to join in what is planned as a very interactive session. It will be facilitated rather than presented.

Participants will be able to:

• Share with the group highlights of what has happened throughout the conference in the international room. 
• Discuss conference highlights that they found particularly valuable and would like to share. 
• Talk about the missing pieces in their conference experience or things that individuals would like to pursue further or learn more about. 

Professional Communities: Science and Research of HPT; Motivation, Incentives, & Feedback; Analysis, Evaluation, & Measurement; Instructional Systems; Process Improvement; Organizational Design/Alignment; Management of Organizational Performance

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