Fundamentals of Performance Improvement, 3rd Edition
Fundamentals of Performance Improvement is a substantially new version of the down-to-earth, how-to guide designed to help business leaders, practitioners, and students understand the science and art of performance technology and successfully implement organizational and societal change. Using the Performance Improvement / Human Performance Technology (HPT) model, the expert authors explain step-by-step how to spot performance indicators, analyze problems, identify underlying causes, describe desired results, and create workable solutions.
“It does not matter what function you align yourself to in your organization, this book allows you to tap into the secrets that drive organizational success. Several books work to define what is performance improvement and performance technology. This one also provides insights into the Why? And How?” —CEDRIC T. COCO, CPT, SVP, Learning and Organizational Effectiveness, Lowe’s Companies
“Fundamentals of Performance Improvement is full of practical models and tools for improving the world by partnering with customers, clients, constituents, and colleagues. It provides a path forward for successful transformation and performance improvement at personal, group and collective levels. It is a must read for leaders and consultants seeking to advance opportunities in new and emerging situations.” —DIANA WHITNEY, PhD, president, Corporation for Positive Change
“If you have an interest in performance improvement, this is simply the best available book on the topic. It addresses the science and craft as well as the intricacies of how to improve workplace performance. Van Tiem, Moseley, and Dessinger have incorporated into this work the best available research on the Certified Performance Technology (CPT) standards and process.”
—JAMES A. PERSHING, Ph.D., CPT, professor emeritus, Workplace Learning and Performance Improvement, Indiana University
“Its international flavor, with practitioner comments and examples drawn from across the world, enhances its appeal as more and more professionals operate in an increasingly global context.”
—DALJIT SINGH, Asia Pacific Director of Talent Management, Baker & McKenzie, Sydney, Australia
LIST OF FIGURES xv LIST OF TABLES xvii LIST OF EXHIBITS xix LIST OF CASE STUDIES xxi LIST OF PERFORMANCE SUPPORT TOOLS xxiii ACKNOWLEDGMENTS xxv FOREWORD—THE PRACTICE OF PERFORMANCE IMPROVEMENT, BY JUDITH A. HALE xxvii FOREWORD—FUNDAMENTALS OF PERFORMANCE TECHNOLOGY, BY DALE BRETHOWER xxix FOREWORD—PERFORMANCE IMPROVEMENT INTERVENTIONS, BY WILLIAM W. LEE xxxiii INTRODUCTION xxxv SECTION 1: PERFORMANCE IMPROVEMENT AND THE PERFORMANCE IMPROVEMENT/HPT MODEL 1 CHAPTER 1 OVERVIEW OF PERFORMANCE IMPROVEMENT 3 CHAPTER 2 PERFORMANCE IMPROVEMENT/HPT MODEL—AN OVERVIEW 41 CHAPTER 3 CHANGE MANAGEMENT 61 CASE STUDY 1.1 BOUTIQUE MARKETING COMPANY 81 CASE STUDY 1.2 STRATEGIC PERFORMANCE MANAGEMENT IN GEORGIA EDUCATION 89 CASE STUDY 1.3 REDUCING MUNICIPAL STRIFE THROUGH ENGAGEMENT 95 CASE STUDY 1.4 AMWAY CORPORATION: DRIVING CONSISTENT, STRATEGIC PERFORMANCE OF DISTRIBUTORS GLOBALLY 103 CASE STUDY 1.5 USING HUMAN PERFORMANCE TECHNOLOGY (HPT) TO SELECT PROJECTS THAT YIELD RESULTS 111 SECTION 2: PERFORMANCE ANALYSIS 121 CHAPTER 4 OVERVIEW OF PERFORMANCE ANALYSIS 123 CHAPTER 5 ORGANIZATIONAL ANALYSIS 133 CHAPTER 6 ENVIRONMENTAL ANALYSIS 145 CHAPTER 7 GAP ANALYSIS 155 CHAPTER 8 CAUSE ANALYSIS 163 CASE STUDY 2.1 THE BLAKE COMPANY/MUTSCHLER KITCHENS 179 CASE STUDY 2.2 PHYSICIAN PERFORMANCE REPORT ACCURACY AND TIMELINESS 185 SECTION 3: INTERVENTION SELECTION, DESIGN, AND DEVELOPMENT 193 CHAPTER 9 INTERVENTION SELECTION 195 CHAPTER 10 LEARNING INTERVENTIONS 243 CHAPTER 11 PERFORMANCE SUPPORT INTERVENTIONS 281 CHAPTER 12 JOB ANALYSIS/WORK DESIGN INTERVENTIONS 291 CHAPTER 13 PERSONAL DEVELOPMENT INTERVENTIONS 313 CHAPTER 14 HRD INTERVENTIONS 325 CHAPTER 15 ORGANIZATIONAL COMMUNICATION INTERVENTIONS 363 CHAPTER 16 ORGANIZATION DESIGN AND DEVELOPMENT 373 CHAPTER 17 FINANCIAL SYSTEMS INTERVENTIONS 395 CHAPTER 18 INTERVENTION DESIGN 407 CHAPTER 19 MAKING THE BUSINESS CASE 423 CHAPTER 20 INTERVENTION DEVELOPMENT 443 CASE STUDY 3.1 NO ROOM FOR ERROR 451 CASE STUDY 3.2 ACQUISITION OF WESTFORD BANK BY SPRING HARBOR BANK 459 EXHIBIT 3.1 INFORMATION TECHNOLOGY COMPANY ALIGNS WORKFORCE TO BUSINESS STRATEGY AND DIRECTION 465 SECTION 4: INTERVENTION IMPLEMENTATION AND MAINTENANCE 473 CHAPTER 21 INTERVENTION IMPLEMENTATION AND MAINTENANCE 475 CHAPTER 22 TECHNIQUES FOR IMPLEMENTATION AND MAINTENANCE 489 CASE STUDY 4.1 CHURCH PENSION FUND: THE GREAT MODEL 509 CASE STUDY 4.2 ST. LUKE LUTHERAN CHURCH AND SCHOOL 517 SECTION 5: INTERVENTION EVALUATION 527 CHAPTER 23 OVERVIEW OF EVALUATION 529 CHAPTER 24 PLANNING AND CONDUCTING EVALUATION 545 CASE STUDY 5.1 ABC AUTOMOTIVE COMPANY—DEALERSHIP SALES AND MARKETING ACADEMY 571 CASE STUDY 5.2 COMMUNITY HEALTHCARE ASSOCIATION OF THE DAKOTAS 577 APPENDICES 585 APPENDIX A ISPI’S PERFORMANCE TECHNOLOGY STANDARDS 587 APPENDIX B CERTIFIED SCHOOL IMPROVEMENT SPECIALIST STANDARDS 613 APPENDIX C ISPI’S CODE OF ETHICS 617 GLOSSARY 623 ABOUT THE AUTHORS 639 NAME INDEX 641 SUBJECT INDEX 645
Darlene M. Van Tiem, PhD, CPT, CPLP, is an associate professor emerita at the University of Michigan–Dearborn and faculty member of Capella University. Previously, Van Tiem served as Human Resources Training Director for Ameritech (now AT&T) Yellow Pages and Curriculum Manager for General Motors Technical Curriculum. James L. Moseley, EdD, LPC, CHES, CPT, is an associate professor at Wayne State University’s College of Education Instructional Technology Program. In addition to teaching, he serves as both an internal and external consultant in program evaluation, performance improvement, and health education. Joan C. Dessinger, EdD, CPT, is the founder of The Lake Group, a performance improvement consulting group that has partnered with national and international business, education, manufacturing, healthcare, and service organizations since 1985. She is also editor of ISPI’s Performance Improvement Journal and co-author of six books for HPT/PI professionals.
