Chapters of Merit
HPT Standards of Performance Technology were applied in
planning and implementing the workshop and sessions were selected based on
their reinforcement of good Human Performance Practices. The 10th Annual
NM ISPI Workshop met its objectives and received positive feedback.
Workshop proceeds enable NM ISPI to provide future professional
Outstanding Human Performance Intervention
This award recognizes outstanding human performance interventions.
Pacific Gas & Electric Company (PG&E) is a regulated utility in Northern California. Regulations, as applied through a quasi-legal hearing process with state and federal regulatory agencies, cover nearly every aspect of the work that is performed by PG&E, including the ability to determine rates for services and collect billings from customers. The Regulatory Relations Department (RegRel) at PG&E is responsible for managing the cases that are heard at regulatory agencies through a process called “case management.”
RegRel initiated a request to Farrington & Jensen Consulting for professional definition and training for the Case Intake Process and for a Case Communication Guide. As the work began, concerns about making changes in the organization surfaced, and the first priority became to analyze how to facilitate changes to the case management process.
During the analysis process related to change management and communication within RegRel, a number of cultural and methodological issues surfaced, leading to an additional recommendation for action and a greatly increased project scope.
This project scope included the creation of a flexible, comprehensive case management methodology and implementation of this new methodology within RegRel. Implementation required training and performance incentives to facilitate and ensure compliance with the new methodology.
In 2004 we heard those dreaded words, “We want to completely re-design our approach to performance management.” Thus began an enterprise-wide three-year program to implement a more strategic approach to performance management that included:
Working closely with the management committee, a
cross-functional, company-wide task force, and business leaders throughout
the organization, we were able to accomplish our goals and collect
measures to demonstrate the impact it had on the business.
Outstanding Instructional Communication
This award recognizes an outstanding communication that enables individuals or organizations to achieve excellence in Human Performance Technology.
The book Creating Do-It-Yourself Customers: How Great
Customer Experiences Build Great Companies examines the link between
Human Performance Technology and the design of great customer experiences.
The central message of the book is competitive advantage through customer
performance. Whether it is self-check-out at the grocery store,
self-check-in at the airport, or designing customized athletic shoes at
NikeID.com, customers in today’s economy are co-creators of value. A
co-production experience that integrates vision, access, incentive, and
expertise enables customers to perform. The net result is a value chain
that increases usage, satisfaction, trust, loyalty, and customer lifetime
Outstanding Instructional Product or Intervention
This award recognizes outstanding results derived from instructional products and interventions developed through systematic approaches to human performance problems, needs, or opportunities.
Crown Equipment Corporation’s “Demonstrated Performance: QuickStart” service training program has been designed to teach a lift truck service technician the core skills needed to service an industrial lift truck. Each technician studies and practices at his or her own pace while completing 40 modules and is under the constant supervision of a qualified instructor. All students are required to demonstrate their competence in each skill before moving on. By implementing DP QuickStart, Crown has decreased the time to competence of a newly hired service technician from an average of 12 months to less than 3 months.
Solvay Pharmaceuticals installed new technology to produce and pack syringes with the influenza virus vaccine. This means complex handling and packing of a sensitive product in a sterile environment with a high “time to market” pressure. The operators, selected from the existing crew, had to learn to operate this “Isolator.” It is organized as a self-managed and self-paced program. Mentors are available for support. It is also available for continuous and re-qualification training of the operators and for new hires. The program was developed and implemented in a period of four months. A competent crew and satisfied management were the end results. The use of the program is ongoing.
Xerox Global Services is partnering with The Forum Corporation in development and delivery of a four-day training intervention called the Principal Leadership Program. The program equips principals with tools and skills for becoming trusted advisors to clients. This includes learning to make the “Un-Sales Call” required for effective selling of services (as opposed to selling products). The Un-Sales Call signals a transition from the non-billable sales cycle to billable services delivery, and promotes initial contract signing. Highlights of the program include an electronic “Toolkit” and a web-based knowledge sharing portal. The program is a key component of Xerox’s transition to a “services-led” strategy.
Yeomen are the Coast Guard’s HR professionals. They process
pay, benefits, leave, and all of the administrative provisions of the
Coast Guard workplace.
YNA Online is a result of the Coast Guard’s growing
commitment to develop e-learning in response to ever-increasing demands on
its workforce and training system. By moving traditional resident training
to computer-based delivery, the Coast Guard saves time and money.
Outstanding Performance Aid
This award recognizes the reduction of dependence on memory by storing information, processes, or perspectives that influence or guide job behavior.
When the cast of Blue Cross Blue Shield of Georgia executives met to discuss ways to improve financial results and reduce the amount of rework required in the claims adjudication process, a listing of the top five causes for rework with financial impact or high customer abrasion was analyzed. A scene stealing intervention soon presented itself. This intervention required the incorporation of current job aids and other online reference materials into an electronic performance support tool. In the creation of this tool, the Analysis-Design-Development-Implement-Evaluate process played the role of the new STARR on the scene and introduced a methodology that aided in improving quality and aligning processes throughout multiple business units. This has reduced the need for rework and made the end users STARR performers. Reviews are in and it’s two thumbs up.
The online performance aid was created for customer care associates (CCAs) in our UNICARE, Small Group Membership business. This online performance support tool provides CCAs with targeted information supporting customer inquiries on rate and plan options. It is organized and accessible in a manner reflecting their customer’s needs. The performance outcomes of this tool included reducing the need for memorization of product information; decreasing training time for associates; decreasing administrative costs associated with training and training materials; establishing best practice processes, a centrally accessible resource; and increasing first call resolution.
Standalone web-based training (WBT) has become one of the most popular mediums for training corporate employees. For this project, standalone WBT is defined as an educational event completed via a browser, which is learner controlled, and occurs in an autonomous and independent way, without the direct supervision of tutors, professors, or other educational agents. A massive amount of literature has been published addressing the topic of effectiveness of WBT: How do we ensure what we produce is of sound instructional quality? Corporate designers, always struggling with ambitious timelines, do not have sufficient time to research principles that ensure quality in online instruction. Therefore, we have created a comprehensive checklist, which includes various guidelines for ensuring quality in WBT. Although the checklist has been developed mainly for corporate trainers, it may also serve as an academic audience, in the context of an instructional technology program, in which students are learning principles that should be followed for producing effective online training.