In corporate learning the focus is no longer on learning or training performance, the focus is now on business performance. After the financial crisis in 2008/2009 the demand for higher performance in business processes is growing in order to compensate the pressure of the market on companies to provide products and services, stable in quality and quantity but with lower costs and prices. Additionally the pace of change of information and knowledge in the knowledge society is speeding up. To encounter these challenges conventional corporate training alone is no longer adequate. Learning has to be brought to the workplace, to help knowledge workers solve their problems efficiently and easily increase their performance.

1. Basic Concept for Online Performance Support
Welcome
GUIDE 2010
International Workshop, Rome, Italy
Patrick Blum
Author: Dr. Patrick Blum Page 1

2. Basic Concept for Online Performance Support
How to support Organizational Learning,
Knowledge and Performance Support
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3. Basic Concept for Online Performance Support
inside Business Group
Business Activities
• Full Service Provider in
Corporate Learning
Consulting, Conceptual Design,
Realization, Integration, Marketing,
Controlling
• Insurance and Finance Industries
• Performance Support,
e-Learning and Blended Learning
 All from one source!
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4. Basic Concept for Online Performance Support
Statement
In times of economic crisis
in the corporate learning world
the focus is no longer
on learning or training performance,
the focus is now on business performance
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5. Basic Concept for Online Performance Support
Oganizational Learning
Status Quo
• Learning and working are two highly different and separated processes!
• Informal learning is still the standard:
- Face-to-face Training
- E-Learning
- Blened Learning
• Knowledge is provided „Just-in-Case“
• Learning severely interrupts work
 The productivity of a knowledge worker is basically zero
 There is a deviation between the learning needs of the knowledge worker
and the learning offer
 The resumption of work is often time consuming and extensive
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6. Basic Concept for Online Performance Support
Organizational Learning
Challenge
• Integration of learning into the working process
• Provide learning precisely when it is needed in the
quantity and depth required
• Shift from “just-in-case” learning to “just-in-time” learning
Performance Support
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7. Basic Concept for Online Performance Support
Categories of Performance Support
• External Performance Support
- Printed User Manuals
- Documentation
- Call Center
• Extrinsic Performance Support
- Software-based Help Resources
- Knowledge Management Systems
• Intrinsic Performance Support
- Software Wizards
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8. Basic Concept for Online Performance Support
Goal
Provide extrinsic and intrinsic
performance support
in organizations based on a centralized
knowledge management and
knowledge distribution approach.
Online Performance Support System (OPSS)
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9. Basic Concept for Online Performance Support
Knowledge Access Strategies for OPSS
Knowledge-Centric
View
Recommendation Meta Search
User Contribution
Product-Centric Knowledge Process-Centric
View Resources View
Modifying User Access
System Generated Access
Trends and
Change/Innovation Tendencies „Free“ User Access
Guided User Access
Personal View
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10. Basic Concept for Online Performance Support
OPSS and Organizational Learning
Impact of Levels of Competencies on Learning Strategies
Novice Junior Senior Master/Expert
Competent Experienced
Push Learning
Common Learning Needs Unique Learning Needs
Pull Learning
Formal Learning, Training Informal Learning, On-the-Job Learning
Source: Marc Rosenberg, Beyond E-Learning
Common Curricula (Program Driven) Personalized Learning (Performer Driven)
Classroom and Online Training KM, Collaboration, Performance Support
Primary Strategy: Primary Strategy : Primary Strategy : Primary Strategy :
Training Practice, Coaching Collaboration Collaboration, Problem
Access to Formal Access to Formal and Access to all Resources in Solving
Resources in the EPSS Informal Resources in the the EPSS Access to all Resources in the
EPSS EPSS
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11. Basic Concept for Online Performance Support
Intrinsic Performance Support with OPSS
Embedded Knowledge Resources
Software System A Software System B
Knowledge Knowledge
Resource 1 OPSS Resource 4
Best Practice Slideshow
Knowledge Knowledge
Resource 2 Knowledge Resource 5
Vodcast
Resources Expert
Knowledge
Resource 3
Discussion Software System C
Thread
Knowledge
Resource 2
Knowledge Vodcast
Resource 4
Slideshow
Knowledge
Resource 6
Expert
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12. Basic Concept for Online Performance Support
Summary and Conclusion
• Learning has to be brought to the workplace
• Knowledge has to be provided precisely when it is needed
in the quantity and depth required
• Extrinsic and intrinsic Performance Support can be provided by an OPSS
• The OPSS has to provide different views on the knowledge
- knowledge-centric view
- process-centric view
- product-centric view
- personal view
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13. Basic Concept for Online Performance Support
Summary and Conclusion
• Provide additional access strategies
- Meta search
- Automatic notification about changes and innovation
- Recommendation for additional relevant knowledge
- Trends and tendencies
• Implement knowledge-creating business processes
• Allow user contribution to let the knowledge grow and evolve
• Provide an interface for “Embedded Knowledge” to
support intrinsic performance support
Establish a knowledge-sharing culture!!!
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14. Basic Concept for Online Performance Support
Thank you
blum.patrick@inside-online.de
Author: Dr. Patrick Blum Page 14