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Clinics An ISPI Clinic
is a brief instructional session on a specific topic in which a performance
improvement expert provides practical information, instruction, and advice
for improving techniques and solving problems. Every clinic has a coached
application component.
Thursday, September 25
10:45 am to 12:15 pm (Clinics A, B, C)
The Two Dimensions of an Organization:
An Architecture for Achieving Business Results
Geary Rummler & Alan Ramias, Performance Design Lab
Clinic A
The purpose of a business is to create
and deliver value to customers, but the value dimension in many
organizations is overshadowed by a fixation on resources, which
reinforces silos, causes endless internal competition, and results in
poor decisions. How did organizations get themselves into this fix, and
how can they get out of it? This session looks at the sources of this
fixation on resource management, examines how it distorts organizational
behavior, and presents an alternative vision of how organizations should
be viewed, designed, and managed.
Participates will be able to:
- Define the two dimensions of
organization: value and resources.
- Explain the underlying causes of
resource fixation and its effects.
- Provide examples of how managers
would operate differently in the value dimension.
Using the Success Case Method to
Prove--and Accelerate--Enhanced Value
Robert O. Brinkerhoff, Advantage Performance Group
Clinic B
Learning and performance improvement investments, more than ever, must
include a process for measuring impact and value. Many current
evaluation models and methods either lack credibility (e.g., 1400% ROI)
or evaluate the wrong thing (e.g., Levels 3 and 4 as if they were
totally controlled by performance improvement professionals). The
Success Case Method®
efficiently and credibly produces impact data that senior leaders
believe and, more important, act on. In addition, participants will
review several concrete applications by major corporations in the SCM
user group (e.g., Holcim, Nike, 3M, Kellogg, Dell, etc.).
Participants will be able to:
- Describe the steps in the Success
Case Evaluation Method.
- Understand when the method should be
used to measure impact and continually improve results.
- Understand how the method produces
credible impact data that eliminate the need for models that use
suspicious statistical gyrations and overblown estimates of ROI
averages, assumptions, and equations.
- Identify critical applications of
the model.
Courageous Training: Bold Actions for
Business Results
Tim Mooney, Advantage Performance Group
Clinic C
Much has been written about how to deploy
performance improvement and training efforts more effectively and with
more impact. Yet, despite all the advice, only 15-20% of learning
actually gets applied in ways that contribute tangible results to
organizations. Through my work with Robert O. Brinkerhoff, we have
discovered some iconoclastic HRD professionals who achieved breakthrough
results by having the courage to break away from the usual approaches
and identify what is really needed and what really works. Studying why
these bold leaders were so successful implementing the High Impact
Learning process led us to distill the principles and practices of
Courageous Training and capture these practices and cases in our book.
Participants will be able to:
- Describe the key elements four
pillars of courageous training--a proven process for turning
learning into business results.
- Understand why the Courageous
Training Code--the mindset and personal principles for truly
effecting change--is essential for delivering business impact.
- Plan a performance improvement
initiative utilizing the four pillars.
- Diagnose their personal gaps in
implementing change efforts using the Courageous Training Code.
Friday, September 26
1:00 pm to 2:30 pm (Clinics D,
E, F)
Needs Analysis Can Save Your Life
Carol Haig, CPT, Carol Haig & Associates
Clinic D
Ever wonder what would happen during a needs analysis if you could ask
someone's age or ethnicity, inquire about their behavior in a particular
situation, or explore their past work history? What if you could probe
their sources of income? The medications they take? Their personal
relationships? Not very likely in the business world, but such questions
are required for success in community crisis work. Come discover the
power of the needs analysis process when lives are at stake and you have
the means to save them.
Participates will be able to:
- Discover the power of needs analysis
for immediate results.
- Demonstrate how needs analysis can
prevent suicide and resolve personal crises.
- Leverage analysis skills to serve
the greater community.
The Business Case for Coaching in
Organizations: Justifying the Investment in an Economic Downturn
John Lazar, MA, MCC, and Brenda Smith, MBA, CPEC
Clinic E
Coaching has grown to a $1.5 billion
industry in less than 10 years, and is becoming a strategic intervention
in the "war for talent" and is a key performance-enhancing tool in the
global business environment. This session will discuss, illustrate, and
demonstrate how to master the language, metrics, and power of
developmental coaching to build a powerful business case and deliver
results. We will explore global and demographic trends, justify why
investment in people development is not discretionary in a slow economy,
build a business case for soft skills development, and share best
practices for coaching in organizations.
Participants will be able to:
- Understand the key environmental
factors that are influencing the choices they and their organization
need to make.
- Have and use models for recognizing
where coaching can contribute disproportionately to performance
improvement.
- Recognize where and how they can
support performance through listening, questioning, and coaching.
- Use a template for making a business
case for performance improvement where coaching is one intervention
of choice.
An Implementation Model for Linking
People, Processes, and the Organization
John M. Swinney, CPT, Wal-Mart University
Clinic F
Overlooking the implementation process
during an otherwise well-designed performance improvement effort is
likely to result in less-than-stellar results. This session describes a
fundamental implementation model that considers the receiving system,
the organizational process in play, and the people who can make or break
the success of the effort to improve organizational performance.
Participants will be able to:
- Design or evaluate implementation
processes for organizational interventions or change initiatives
within their own organizations.
- Use the tools offered in this
session to do the designing or evaluating.
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Symposia
An ISPI Symposium is a
three-hour focused discussion related to a particular aspect of Human
Performance Technology. An expert leads the symposium, presenting key
concepts in-depth and then guiding discussion for further exploration
and practical application.
Thursday,
September 25
1:00 pm to 2:30 pm (Symposia 1, 2,
3) The SCAN Organization Model:
A Periodic Table for Performance and Change
Don Tosti, CPT, PhD, Vanguard Consulting
Symposium 1
At last, a model that integrates all forms of
organizational consulting, Six Sigma, organizational development, process
improvement, training, culture change, strategic analysis, customer service,
restructuring, control systems, leadership development, HPT, and all the
rest. It is the SCAN model. And the SCAN model does it with a focus on
performance and results. Not a change management model, but a change
analysis model. It allows you to prioritize all your initiatives and select
those with the greatest payoff for organizational success. It takes areas
other disciplines have previously dealt with in isolation and with less
precision--like leadership, teamwork, culture, and personal attitudes and
styles--and integrates them into the body of HPT by defining them in
performance terms. Such practices follow the same general rules and methods
of analysis, as do performance tasks, so we can draw on the years of
research and development within HPT to address these issues as well.
Participants will be able to:
- Become proficient in the SCAN
performance logic models that provide the bases for dealing with
performance issues at all levels of the organization ranging from the
individual /job to the enterprise/executive to the business
environment/marketplace.
- Examine two dimensions of performance
logic--functional systems flow and organizational alignment--and how
they ensure delivery of the right results.
- Examine ways in which the SCAN System
Framework can form the technological bridge between other forms of
consulting such as marketing, new product development, cultural
transformation, and so forth.
Performance Improvement Models and Tools
for Creating New Business
Mariano Bernardez, CPT, PhD, Roger Kaufman, CPT, PhD, Jose Angel Valdez, MS,
& Robert Carleton, Sonora Institute of Technology (ITSON)
Symposium 2
In a knowledge-based, globalized economy, starting successful new businesses
and organizations is a key success factor and a major challenge that
conventional "performance improvement" approaches and tools cannot address
adequately. Through the study of multiple cases of real-world companies,
participants will explore a new PI paradigm, tools, and models and learn how
to apply them to business creation from needs assessment to strategy,
organization, and implementation.
Participants will be able to:
- Explore how to apply a new model of
performance improvement to develop successful new business and
breakthrough organizations.
- Analyze how HPT and other disciplines
combine along the different phases of new business development.
- Learn how to combine Roger Kaufman's,
Geary Rummler's, and Bob Gilbert's models in a practical, multilevel
framework to develop social, organizational, and individual performance.
- Learn how to develop a sound business
case measuring mega, macro, and micro results.
- Use a new framework to define and select
the right organization and technology for the new business.
Building and Aligning Strategy with Online
Collaborative Tools
Diane Gayeski, PhD, Ithaca College/Gayeski Analytics
Symposium 3
Too often, organizations struggle to implement strategies that are flawed,
do not have buy-in from key stakeholders, or are outdated by the time they
are finally released. Performance improvement professionals can take the
lead in helping to build better strategies in the first place, using
many new Web 2.0 collaborative tools such as group decision support systems,
blogs, wikis, and web conferencing. This interactive session will allow
participants to review and experience some of these tools, and to decide
which applications might work for their own situations. Participants are
asked to bring their laptops with wireless Internet capability, if possible.
Participants will be able to:
- Discuss why typical strategy development
and alignment is flawed.
- Identify and use collaborative software
and Web 2.0 tools to build strategy.
- Decide which software tools are best for
various strategy formation and implementation situations.
Friday,
September 26
8:30 am to 11:30 am (Symposia 4,
5, 6)
Designing a Performance Improvement
Curriculum for Local, National, and International Impact
Dale M. Brethower, CPT, PhD, Sonora Institute of Technology (ITSON)
Symposium 4
Six major design issues will be described and discussed relevant to a
doctoral program in performance improvement. The challenge is to provide
just-in-time, just-enough, just-for-me instruction that enables doctoral
students to design, then implement, then grow a new business, a new product,
a new set of educational services, or a new community alliance for economic
development. The design issues are derived from the situation and context in
Sonora, Mexico, and from Kaufman's Mega Planning, Rummler's Anatomy of
Performance, and Brethower's Total Performance System concepts.
Brainstorming activities will be conducted for each of six issues to
identify arrays of pitfalls and of (recommended) practices. The "IS"
curriculum development and delivery procedures will be described briefly.
Participants will engage in identifying, reviewing, and recommending
"should" curriculum development and delivery procedures that could carry the
curriculum development process forward.
Participants will be able to:
- Identify six major design issues.
- Specify design strategies and tactics.
- Identify seven key ideas for improving
the curriculum.
Change, Choices, and Consequences:
Ensuring Your HPT Works at All Levels
Roger Kaufman, CPT, PhD
Symposium 5
This interactive session provides an overview of the concepts and tools of
strategic thinking, planning, needs assessment, and evaluation and continual
improvement. Then applications to cases--either supplied by participants or
from the presenter's experiences--will be assessed to allow participants to
see how these concepts and tools may be applied to their organizations.
The participants will be able to:
- Identify three templates (or guides) for
strategic thinking and planning.
- Identify tools and techniques for
applying these templates.
- Apply the templates in their
organizations.
A Focus on Performance Management and
Employee Development to Improve Business Results
Robert Carleton, Helen Naum, & Natalie Swann, T-Systems North America
Symposium 6
This session is a case study on the steps taken to move an organization to a
performance-driven culture to improve business results. The goal was to
redefine an organization previously managed through cost-cutting, cut-backs,
and over-allocation of resources with a blinded focus only on financial
results. In a time when profits were low, customer satisfaction was
slipping, employee morale was low, and referenceability of services was
minimal, a change in focus was required. The objective was to make the
fundamental changes necessary to prevent a loss of business as well as
prepare for growth and increased market penetration. The steps taken were
twofold. First was a focus on the necessary behaviors, processes, and
support tools to ensure proper performance management throughout the entire
organization. Next was the identification and implementation of appropriate
development activities that properly support corporate objectives as well as
employee needs. The results are an organization capable of pleasing their
customers, providing referenceable services, and prepared for both organic
and inorganic growth.
Participants will be able to:
- Define a performance-driven culture.
- Operationalize the service profit chain.
- Create an organizational foundation upon
which to grow.
- Connect performance management to
business results.
- Develop the workforce to support
corporate transformation and rapidly increase business growth.
Saturday,
September 27
9:00 am to Noon (Symposia 7, 8, 9)
Certification: A Way to Link Talent
Management to Financial Results
Judith Hale, CPT, PhD, Hale Associates/ISPI
Symposium 7
This session is about best practices of using certifications to link talent
management and development to the organization's financial and business
results. It discusses how an investment in proficiency-based evaluation can
help you align recruitment and development with the need to rapidly deploy
the right people anywhere in the world. The best practices address how to
use certifications to help the HR processes adapt to changing market demands
as well as internal innovations in technology and business strategies.
Participants will get a 12-step process for how to design a certification
program that is proficiency-based, cost-effective to manage, and adapts to
changing needs.
The Six Boxes® Approach: "Performance Thinking" for Your
Organization
Carl Binder, CPT, PhD, Binder Riha Associates
Symposium 8
This session introduces the simple but powerful Six Boxes®
Approach for driving HPT and "performance thinking" in any organization. In
contrast to the many complex and sophisticated HPT models and methodologies,
the Six Boxes Approach is a lean, easy-to-grasp way of introducing basic HPT
concepts that apply to any performance opportunity, from individual
performance management to moving beyond training into performance
consulting, process improvement, strategy implementation, or leadership
development. This session outlines the five elements of the Six Boxes
Approach, provides examples of how it has been used, and suggests ways of
introducing performance thinking into any organization.
Participants will be able to:
- Link individual and team behavior to
organizational results.
- Discuss advantages of a simple,
easy-to-remember performance improvement approach.
- List behavior influences in each
category of the Six Boxes Model.
- Think of ways that they can apply this
approach immediately.
What Do Supervisors Need to Know About
Performance in the Workplace
Miki Lane, CPT, MVM Communications
Symposium 9
Front-line supervisors have a huge impact on organizational culture: If
effective, they will lead happy, productive teams that work together to
exceed company goals and expectations. If unprepared, they can cause rifts
in the very fiber of the organization, negatively affecting corporate
culture, HR retention, and the bottom line. This session will look at the
role of the supervisor in the organization and how the understanding and
utilization of some basic performance principles can ensure success on the
job.
Participants will be able to:
- Describe the role the supervisors have
in improving organizational performance.
- Describe how a systems approach will
help a new supervisor.
- Deal effectively with the challenges
that supervisors face.
- Describe a performance model for their
organization.
- Determine what motivates themselves and
their direct reports.
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Learning
the basics of HPT is foundational and important. However, it is their
application and the organizational results achieved that are critical
for each of us in the performance improvement profession. This
presentation will walk you through a journey of discovery on applying
HPT tools and models to real-life situations and their impact on
organizational performance. So grab your backpack, and let's see where
this trail takes us!