Fundamentals of Performance Improvement: A Guide to Improving People, Process, and Performance / Edition 3

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Overview

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

This book includes premium content that can beaccessed from our Web site when you register at www.pfeiffer.com/go/vantiem using the password professional.

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Product Details

  • ISBN-13: 9781118025246
  • Publisher: Wiley
  • Publication date: 5/1/2012
  • Series: Wiley Desktop Editions Series
  • Edition description: New Edition
  • Edition number: 3
  • Pages: 704
  • Sales rank: 596,402
  • Product dimensions: 8.50 (w) x 11.00 (h) x 1.70 (d)

Meet the Author

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.

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Table of Contents

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

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