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Performance Support: Enabling the Most Valuable Resource Within Your Organization

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Cornerstone OnDemand Foundation
Cornerstone OnDemand Foundation

The document discusses performance support and its importance in enabling employees to perform at their best. It defines performance support as an orchestrated set of services providing on-demand access to integrated resources enabling high-level job performance with minimal support. It outlines key principles for designing performance support, including making resources available within 2 clicks and 10 seconds of needing them and tailoring support to specific job roles and contexts. Examples are given of companies effectively implementing performance support. The document argues for an integrated approach combining performance support, training and other resources.

Government & NonprofitBusinessTechnology
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Performance Support: Enabling The Most Valuable Resources Within Your Organizations
CSOD Foundation: Our Mission 2 The Cornerstone OnDemand Foundation transforms the way people help people. Through the contribution of our technology and talent management expertise, we strengthen nonprofit organizations around the world by helping them develop, engage, and empower their employees and the people they serve.
HR Pro Bono Corps 3 The HR Pro Bono Corps brings much-needed human capital management expertise to the nonprofit sector at no cost. The HR Pro Bono Corps focuses its support in three areas: • Performance Management • Learning Management • Succession Management
Free online L&D Community dedicated to PS! • 2,800+ Members • 22 countries • 12 Verticals To sign-up email: bob@applysynergies.com 4 Performance Support on PS!
Agenda…. • Why should we care? • What is it? • How do we design it? • Who’s doing this well? • What about the classroom? 5
Agenda…. • Why should we care? 6
A Question: What challenges do your Learners face when trying to perform on the job following training? © APPLY Synergies, 2014 7
In order to support TRUE performance we need to understand the journey our leaners face! T I M E T O C O M P E T E N C Y Concept & Task Mastery On-the-Job Competency T R A I N T R A N S F E R Continuous Improvement Performance Support (PS) Infrastructure S U S T A I N ?? Performance Support (PS) Infrastructure 8
In order to support TRUE performance we need to understand the journey our leaners face! T I M E T O C O M P E T E N C Y Concept & Task Mastery On-the-Job Competency T R A I N T R A N S F E R Continuous Improvement Performance Support (PS) Infrastructure S U S T A I N 9
The 5 Moments of Need 1.When Learning for the First Time 2.When Wanting to Learn More 3.When Trying to Apply and/or Remember 4.When Something Goes Wrong 5.When Something Changes Performance Support (Transfer/ Sustain) Formal Instruction (Train) START by designing for the moment of Apply! 10
Agenda…. • Why should we care? • What is it? 11
PS: A Definition “An orchestrated set of services that provide on-demand access to integrated information, guidance, advice, assistance, training, and tools to enable high-level job performance with a minimum of support from other people.” - Gloria Gery, Electronic Performance Support Systems, 1991 12
PS: A Definition “An orchestrated set of servicesthat provide on- demand access to integrated information, guidance, advice, assistance, training, and tools to enable high- level job performance with a minimum of support from other people.” - Gloria Gery, Electronic Performance Support Systems, 1991 13
Agenda…. • Why should we care? • What is it? • How do we design it? 14
3 Performance Support Design Principles: “2-Clicks & 10-Seconds” Embedded in the workflow and readily available at the moment of apply. Contextual according to specific roles and varying access needs. Just Enough in the form needed to effectively perform inside the business process. 15
Is this a “Strategy”? • Job Aids • CoP’s • Wiki, Blog, Forums • Learning Portal/LMS • Reference Materials • FAQ’s • Help Desk • Simulations • Pod Casts • Coaching/Mentoring • SharePoint • Lectures • Recorded Lectures • Instant Messenger AVAILABLITY is NOT a STRATEGY… 16
Designing for the 5 Moments of Need Other Resources Practice/Demos Deeper Details Training Objectives Conceptual Practice Deeper Detail Steps Components: Training Moments 1 & 2 Performance Support Moments 3-5 Steps Training Objectives Conceptual Practice Deeper Detail Steps Moment of Need 17
The PS Design Pyramid IncreasingLevelsofSupport Just Enough in the form needed to effectively perform inside the business process. 18
A PS Design Template: 19
Agenda…. • Why should we care? • What is it? • How do we design it? • Who’s doing this well? • Bank of America, Herman Miller, Huntington National Bank, Disney, Boeing, McDonald’s, Sears, American Express,,, 20
It’s NOT just about IT!! 21
Agenda…. • Why should we care? • What is it? • How do we design it? • Who’s doing this well? • What about the Classroom? 22
“A person who carries a cat by the tail… …learns something about cats they can learn in no other way” - Mark Twain True Learning... 23
Workflow RampUp/RampDown Method InstructorAidedLearning Instructional Time Self-DirectedLearning Peers Embedded Performance Support Solution 24
NEVER forget… “A ship in a harbor is safe... BUT that’s not what ships were built for!” 25
Questions?
Continued Learning • We hope you will join the PS Online Community • Feel free to contact me if you have ANY questions! • bob@applysynergies.com, con@applysynergies.com 27
Thank You! http://www.csodfoundation.org foundation@csodfoundation.org

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Performance Support: Enabling the Most Valuable Resource Within Your Organization

  • 1. Performance Support: Enabling The Most Valuable Resources Within Your Organizations
  • 2. CSOD Foundation: Our Mission 2 The Cornerstone OnDemand Foundation transforms the way people help people. Through the contribution of our technology and talent management expertise, we strengthen nonprofit organizations around the world by helping them develop, engage, and empower their employees and the people they serve.
  • 3. HR Pro Bono Corps 3 The HR Pro Bono Corps brings much-needed human capital management expertise to the nonprofit sector at no cost. The HR Pro Bono Corps focuses its support in three areas: • Performance Management • Learning Management • Succession Management
  • 4. Free online L&D Community dedicated to PS! • 2,800+ Members • 22 countries • 12 Verticals To sign-up email: bob@applysynergies.com 4 Performance Support on PS!
  • 5. Agenda…. • Why should we care? • What is it? • How do we design it? • Who’s doing this well? • What about the classroom? 5
  • 7. A Question: What challenges do your Learners face when trying to perform on the job following training? © APPLY Synergies, 2014 7
  • 8. In order to support TRUE performance we need to understand the journey our leaners face! T I M E T O C O M P E T E N C Y Concept & Task Mastery On-the-Job Competency T R A I N T R A N S F E R Continuous Improvement Performance Support (PS) Infrastructure S U S T A I N ?? Performance Support (PS) Infrastructure 8
  • 9. In order to support TRUE performance we need to understand the journey our leaners face! T I M E T O C O M P E T E N C Y Concept & Task Mastery On-the-Job Competency T R A I N T R A N S F E R Continuous Improvement Performance Support (PS) Infrastructure S U S T A I N 9
  • 10. The 5 Moments of Need 1.When Learning for the First Time 2.When Wanting to Learn More 3.When Trying to Apply and/or Remember 4.When Something Goes Wrong 5.When Something Changes Performance Support (Transfer/ Sustain) Formal Instruction (Train) START by designing for the moment of Apply! 10
  • 11. Agenda…. • Why should we care? • What is it? 11
  • 12. PS: A Definition “An orchestrated set of services that provide on-demand access to integrated information, guidance, advice, assistance, training, and tools to enable high-level job performance with a minimum of support from other people.” - Gloria Gery, Electronic Performance Support Systems, 1991 12
  • 13. PS: A Definition “An orchestrated set of servicesthat provide on- demand access to integrated information, guidance, advice, assistance, training, and tools to enable high- level job performance with a minimum of support from other people.” - Gloria Gery, Electronic Performance Support Systems, 1991 13
  • 14. Agenda…. • Why should we care? • What is it? • How do we design it? 14
  • 15. 3 Performance Support Design Principles: “2-Clicks & 10-Seconds” Embedded in the workflow and readily available at the moment of apply. Contextual according to specific roles and varying access needs. Just Enough in the form needed to effectively perform inside the business process. 15
  • 16. Is this a “Strategy”? • Job Aids • CoP’s • Wiki, Blog, Forums • Learning Portal/LMS • Reference Materials • FAQ’s • Help Desk • Simulations • Pod Casts • Coaching/Mentoring • SharePoint • Lectures • Recorded Lectures • Instant Messenger AVAILABLITY is NOT a STRATEGY… 16
  • 17. Designing for the 5 Moments of Need Other Resources Practice/Demos Deeper Details Training Objectives Conceptual Practice Deeper Detail Steps Components: Training Moments 1 & 2 Performance Support Moments 3-5 Steps Training Objectives Conceptual Practice Deeper Detail Steps Moment of Need 17
  • 18. The PS Design Pyramid IncreasingLevelsofSupport Just Enough in the form needed to effectively perform inside the business process. 18
  • 19. A PS Design Template: 19
  • 20. Agenda…. • Why should we care? • What is it? • How do we design it? • Who’s doing this well? • Bank of America, Herman Miller, Huntington National Bank, Disney, Boeing, McDonald’s, Sears, American Express,,, 20
  • 21. It’s NOT just about IT!! 21
  • 22. Agenda…. • Why should we care? • What is it? • How do we design it? • Who’s doing this well? • What about the Classroom? 22
  • 23. “A person who carries a cat by the tail… …learns something about cats they can learn in no other way” - Mark Twain True Learning... 23
  • 25. NEVER forget… “A ship in a harbor is safe... BUT that’s not what ships were built for!” 25
  • 27. Continued Learning • We hope you will join the PS Online Community • Feel free to contact me if you have ANY questions! • bob@applysynergies.com, con@applysynergies.com 27