Chapter 8: Performance Technology in the Workplace - A Word to the Wise


Introduction

Performance technology is a powerful methodology because it is comprehensive and integrates many workplace sectors such as human resources, training, finance, human factors, information technology, quality control, and organizational development. It is systematic, enabling PT practitioners to adopt a consistent approach to resolving performance problems. It serves as an interface between workplace sectors that normally do not work together, except on crossfunctional teams .

Employees benefit from a coordinated performance improvement strategy. The HPT Model deals with complexity; it does not try to simplify workplace challenges. It offers a method for working through, without minimizing, the complexity. In addition, if the HPT Model is consistently applied, the interventions are reproducible.

Throughout the book, there has been a focus on one stage of the HPT Model at a time. However, in the actual workplace, it is necessary to integrate stages and often work in more than one stage simultaneously . For example, formative evaluation needs to be an ongoing process. PT practitioners constantly observe and evaluate workplace activities to ensure that the outcomes and results are what were expected and that the processes used are sound.

"Reflagging and Managing a New Hotel - Marriott International - Detroit, Michigan" is a case study that tells the story of workplace change and restructuring. It is comprehensive because it begins with performance analysis and then defines causes. The Marriott-Detroit selected and then designed several interventions to immediately address their reflagging needs. The case study discusses one intervention ”communication ”in greater detail and finally identifies an evaluation plan for studying and revising the entire PT application. The case study applies many of the job aids from the book to illustrate their use.

The Marriott case study represents the hospitality industry that is worldwide. Every city has a hotel, and reflagging (ownership change) is common. Marriott is a respected and familiar brand name so readers everywhere will relate to the story. In addition, most organizations face restructuring at some point to meet changing customer or external environmental demands. Marriott's positive approach provides ideas and examples for this common situation.

This chapter recognizes the complex competency and skill set necessary to be an effective PT practitioner. To integrate so many areas, PT practitioners must have a broad range of skills and competencies. For example, great flexibility and leadership are required because frequently PT practitioners serve as project leaders . PT has the model and the methodology to integrate workplace improvements.

Employees often recognize that single solutions, such as changing the culture, instituting 360 ° degree feedback, or creating a new safety campaign, will not fix problems that encompass many issues, such as compensation, rewards, ergonomics, or supervision.

Finally, not everyone is pleased that PT is used to solve workplace problems. Many want to punish people who cause problems or lay-off those who do not fit in. This may look like a viable solution. However, without addressing causes, the problem remains or reappears. A word to the wise for PT practitioners: Prepare for resistance and maintain a commitment to seeking solutions that are good for both the organization and the employees.




Fundamentals of Performance Technology. A Guide to Improving People, Process, and Performance
Fundamentals of Performance Technology: A Guide to Improving People, Process, and Performance
ISBN: 1890289086
EAN: 2147483647
Year: 2004
Pages: 98

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