pedaling towards performance hal christensen christensen/roberts solutions ispi conference –...
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Pedaling Towards Performance
Hal ChristensenChristensen/Roberts Solutions
ISPI Conference – Vancouver, BCApril 14, 2005
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Moving Towards Performance
ISPI
From Performance and InstructionTo
Performance Improvement
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Moving Towards Performance
Instruction is NOT the goal.
Performance is.
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The Goal
Which is the more important goal for your organization?
o Having highly trained employees?
o Having employees who perform with a high level of competence and productivity?
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The Dilemma
Today’s employees have access to a much greater number of well-managed
training courses than ever before
BUT
There is little evidence that this has had significant impact on their competence,
performance or productivity. WHY?
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The Dilemma
Today’s organizations have squeezed as much cost as they can from their
training budgets
BUT
There has been little corresponding decrease, if any, in the cost of bringing workers up to competent performance.
WHY?
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The Cost of Competent Performance
Business CostTraining Cost
With little or no training or support,
the cost of incompetence is
unacceptably high.
Incompetence Costs
Trial & ErrorSearching
AskingFixing Mistakes
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The Cost of Competent Performance
Business CostTraining Cost
With training courses, the cost of
incompetence is reduced but not
eliminated.
IncompetenceCosts
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The Cost of Competent Performance
Business CostTraining Cost
With training courses, however,
the cost of lost productivity time
spent in training is significant.
IncompetenceCosts
Time spent in training
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The Cost of Competent Performance
Business CostTraining Cost
In the face of a growing information
overload, how effective can the training course
model be?
IncompetenceCosts
Time spent in training
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The Cost of Competent Performance
Business CostTraining Cost
As our customers increasingly demand self-service access to our resources, how effective can the training course
model be?
IncompetenceCosts
Time spent in training
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The Cost of Competent Performance
Business CostTraining Cost
The goal is to drive the costs of
incompetence and lost productivity
towards zero.
IncompetenceTraining Time
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Doing It Right
We need to find approaches that will maximize ROI by driving down the Cost of Competent Performance:
o The cost of incompetence
+o The cost of employees’ non-
productive learning time
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The Solution
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Training Wheels
How do they work?
o Lock the training wheels onto the bike
o Put the child on the bike
o Show her how to pedal and steer
o Let her ride
o She learns as she rides, letting the training wheels keep her balanced
o Remove the wheels when she is ready—and steady
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Training Wheels
o Create a work environment/interface that will prevent or greatly reduce the chance for error.
o Allow learning to occur in the act of doing rather than prior to doing.
o Allow learning to occur implicitly rather than through explicit training.
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Demonstration
IRS 1099r – Step-by-Step Guidehttp://www.crsol.com/dotproject/launch_activeguide.htm
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Training Wheels
In the demonstration:o Where does the learning take place?o When does the learning take place? o When does the learning start?o How does the learning happen?o Is there more or less learning?o Are there more or fewer errors?o When is competence achieved?o Where are the cost savings?
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Training Wheels
How can we apply the Training Wheels concept to other
situations?
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Demonstrations
Real Estate ApplicationTraining Toolkit
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Next Step
Can we motorize the training wheels in order to focus even more clearly
on performance?
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Solving the Business Problem
In a race, the goal is to get from here:
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Solving the Business Problem
To there:
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Solving the Business Problem
And the performance can be measured:
Men’s 100-meter dash: 9.78 seconds
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Solving the Business Problem
Who will achieve the goal more quickly and with fewererrors?
This sprinter?
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Solving the Business Problem
Or this hurdler?
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Solving the Business Problem
What is the impact of the hurdles?
Women’s 100-meter dash: 10:49 secondsWomen’s 100-meter hurdle: 12.61
seconds
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Solving the Business Problem
What is the business solution?
o Give the hurdler more training
o Reduce the hurdles
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Performance Hurdles
Webster:
A hurdle is an artificial barrier over which racers must leap.
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Performance Hurdles
For Human Performance Technologists:
A hurdle is an artificial barrier that stands between workers and the job they want to do, an obstacle they must learn to overcome in order to do that job.
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Performance Hurdles
Because of these hurdles,
Workers in most American factories spend just 20 percent of their time making things. Supervisors spend no more than 20 percent of their time doing things that appear in their job descriptions. Knowledge workers spend just 20 percent of their time adding core value…
Jay Cross and Tony O’Driscoll “Workflow Learning Gets Real,” Training Magazine
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Performance Hurdles
And training courses themselves are part of the hurdle.
o How much of your organization’s L&D efforts and budget are devoted to creating “hurdle training”?
o How much of your organization’s operations budget is spent in non-productive training time?
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An Analogy: Frogger
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An Analogy: Frogger
How can we best meet the goal of getting the frogs to the other side of the road?
o Deliver an extensive frogger training curriculum to teach the frogs how to navigate the obstacles?
o Build a bridge across the road?
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Demonstration
IRS 1099r – E-Z Path http://www.crsol.com/dotproject/launch_activeguide.htm
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Training Wheels
In the demonstration:
o Did learning take place?o Was learning necessary? o Was competent performance
achieved?o Where are the cost savings?
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The Power of Training Wheels
Training wheels can maximize performance efficiency by
o Embedding learning opportunities into the work activity,
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The Power of Training Wheels
Training wheels can maximize performance efficiency by
o Embedding learning opportunities into the work activity,
o Making learning a by-product of carrying out the work activity,
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The Power of Training Wheels
Training wheels can maximize performance efficiency by
o Embedding learning resources into the work activity,
o Making learning a by-product of carrying out the work activity,
o Where possible, making learning irrelevant to completing the work activity.
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Summary
Which represents a better investment for your organization:
o Creating as much training as possible for the least amount of training investment?
o Changing the work environment to enable employees to perform competently in as little training time as possible?