Introduction to Performance at the Speed of Work


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This presentation introduces "Performance at the speed of work." It describes the concept of Performance Centered Design, a methodology that harnesses performance gains from systems, processes, and people. Training is all but eliminated when the right knowledge is embedded into complex processes and workflows. EPSScentral specializes in automating knowledge capture and improving competency in ERP systems.

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Introduction to Performance at the Speed of Work

  1. 1. Debra Partridge SVP Performance Solutions EPSScentral LLC [email_address] EPSScentral LLC An introduction to… Performance at the speed of work
  2. 2. How fast is the speed of work, when… <ul><li>The flow of work cannot stop. </li></ul><ul><li>Business processes are increasingly complex and interdependent. </li></ul><ul><li>Technology is constantly changing. </li></ul><ul><li>“ Experts” are few and overburdened. </li></ul><ul><li>Workers change jobs frequently. </li></ul><ul><li>Organizational memory is walking out the door. </li></ul>
  3. 3. The speed of work is increasing... A company processes 6,000 transactions per day in their current system. They are implementing SAP. The business objective is 12,000 transactions per day in SAP. SAP must be implemented within three months without business interruption! What initial speed of work can we expect of system users? How much training will it take for them to double their speed? At what cost?
  4. 4. The complexity of work is increasing… To complete this task, I need six pieces of data: data 1 data 2 data 3 data 4 data 5 data 6 Many business applications are data- or code-centric, not task-, process-, or user-centric. Data for simple tasks may be scattered across multiple applications, portals, or even lines of business. How fast can we really expect users to perform? How much data or knowledge can a person hold in their head to perform at the speed of work?
  5. 5. EPSScentral can help your organization… <ul><li>Perform at the speed of work </li></ul><ul><li>Reduce the complexity of work </li></ul><ul><li>Improve accuracy and decrease errors </li></ul><ul><li>Reduce training costs for new systems or upgrades </li></ul><ul><li>Improve business process knowledge </li></ul><ul><li>Reduce reliance on “super users” and subject matter experts </li></ul>
  6. 6. How can EPSScentral help your organization improve performance? <ul><li>We provide consulting services along with a methodology that includes the following strategies: </li></ul><ul><ul><li>Focus on performance </li></ul></ul><ul><ul><li>Close learning-doing gaps </li></ul></ul><ul><ul><li>Decrease complexity </li></ul></ul><ul><ul><li>Fuse process and knowledge </li></ul></ul><ul><ul><li>Make content accessible </li></ul></ul>
  7. 7. Strategy 1: Focus on performance Business Process Improvement Usability, User Experience, and Human Factors Content, Knowledge Management and Information Architecture We have devised a methodology called Performance-Centered Design (PCD™). We focus on the targeted performance outcomes of three areas:
  8. 8. Strategy 2: Close learning-doing gaps We minimize the time between learning and performing. Training/learning usually occurs in advance of doing (performing). Improved competency occurs when we close the learning-doing gap. This enables workers to perform at the required speed of work.
  9. 9. Strategy 3: Decrease complexity <ul><li>Increase competency </li></ul>Decrease complexity Performance Performance is improved by decreasing complexity and increasing competency. We decrease the complexity of processes, systems, and content. We increase the skills and knowledge of workers.
  10. 10. Strategy 4: Fuse process & knowledge <ul><li>We make knowledge a part of the process by: </li></ul><ul><ul><li>Making end-to-end business processes visible to workers </li></ul></ul><ul><ul><li>Embedding training, documentation, and knowledge in the workflow </li></ul></ul><ul><ul><li>Eliminating learning in advance of performance </li></ul></ul>
  11. 11. Strategy 5: Make Content Available Much of the content required to support performance is distributed throughout the enterprise in the form of procedures, reference materials, best practices, etc. We collect and organize this content and make it available during performance. Only a few things need to be in the head.* *Only a few things can be in the head.
  12. 12. EPSScentral Case Studies <ul><li>The following screens show highlights of some of the projects we have completed for various organizations. </li></ul><ul><li>Our projects fall into the following broad categories: </li></ul><ul><ul><li>Improving the competency of workers during the launch of new ERP systems </li></ul></ul><ul><ul><li>Automating the capture and documentation of business processes </li></ul></ul>&quot;Through this extraordinary solution, we have empowered users to fully realize their potential and the potential of our PeopleSoft investment… with minimal training and support....&quot; - IRS Project Manager We wouldn't have been able to deploy our new system in such a short time and with a ten-fold return on the investment without EPSScentral.&quot; - Tyco International, Senior Director
  13. 13. EPSScentral Case Study 1: ERP Competency <ul><li>We embedded context-sensitive performance support into an ERP application. Reduced three weeks of classroom training to one day, resulting in savings of over 70% of the original training budget. </li></ul>EPSScentral designed and embedded a custom “SAP Guide.” It contains step-by-step tasks and online help for over 300 processes, all customized for how the customer uses SAP to conduct business. It is always available to the user and displays different content depending on where the user is in SAP .
  14. 14. EPSScentral Case Study 2: ERP Competency <ul><li>Embedded performance support support for Oracle/PeopleSoft </li></ul><ul><ul><li>Decreased time-to-competency from 3 days to 1 hour (95% decrease) </li></ul></ul><ul><ul><li>Eliminated 3 days of training and associated development and maintenance costs </li></ul></ul><ul><ul><li>Increased accuracy and completeness of work from 65% to 99% </li></ul></ul><ul><ul><li>Reduced system and support maintenance costs by over 90% </li></ul></ul><ul><ul><li>Total one-year net savings: $4,000,000 </li></ul></ul>
  15. 15. EPSScentral Case Study 3: Automated Business Process Capture <ul><li>We automated the capture, organization, and publication of the WHO Pandemic Alert and Response procedures, known as “Pandemic 101.” </li></ul><ul><li>We delivered the final process content on a custom website, with embedded links to all pertinent reference, training, and procedural information. </li></ul>
  16. 16. About EPSScentral <ul><li>EPSScentral is a consulting services company with roots in Electronic Performance Support Systems (EPSS). </li></ul><ul><li>In the mid-1990s, CEO and President Gary Dickelman acquired the assets of a website dedicated to a network of learning and instructional practitioners who desired to improve the performance of systems, processes, and people using the most efficient, results-oriented tools and techniques. </li></ul><ul><li>Today, EPSScentral provides thought-leadership, consulting services, and a team of experienced consultants to guide customers through the analysis, design, and development of Performance Centered Design (PCD TM ) solutions. </li></ul><ul><li>To learn more about how EPSSCentral can help your organization perform at the speed of work, visit our website . </li></ul>
  17. 17. For more information Contact: Debra Partridge SVP Performance Solutions EPSScentral LLC [email_address] +1 (571) 255-1333 (mobile) +1 (678) 905-0624 (office)