1. Workforce Performance Model Performance External To Performer Internal To Performer Environmental (Intangibles) Resources (Tangibles) 7 Inherent Ability 6 Skills & Knowledge 5 Physical Environment 4 Tools 3 Cognitive Support 2 Incentives 1 Org Systems & Processes Adapted from: Wile, D., Why Doers Do , Performance & Instruction, Vol 35, #2, February 1996, pp.. 30-35. Ÿ I intelligence Ÿ Emotional Ability Ÿ Physical attributes Ÿ Education Ÿ Artistic gifts Ÿ Internal motivation Ÿ Training Ÿ On-the-job training Ÿ self-study Ÿ Noise Ÿ Light Ÿ Temperature Ÿ Physical layout Ÿ Computers Ÿ software Ÿ calculators Ÿ automobiles Ÿ Job aids Ÿ documentation Ÿ EPSS Ÿ Compensation Ÿ feedback Ÿ positive reinforcement Ÿ interesting, meaningful work Ÿ Clear goals Ÿ job design Ÿ clear processes and policies Ÿ authority Ÿ appropriate workload Ÿ access to right people Opportunity For Impact Most Least 80% of Business Improvement Opportunities