Table of Contents

Praise

ABOUT ISPI

About Pfeiffer

Title Page

Copyright Page

Dedication

Foreword

PREFACE

Introduction

NEED FOR THIS BOOK

PURPOSE OF THIS BOOK

SCOPE AND APPROACH

HOW TO USE THIS BOOK

FURTHER THOUGHTS

CHAPTER 1 - THE PERFORMANCE TECHNOLOGY LANDSCAPE

WHERE WE WORK

THE PERFORMANCE TECHNOLOGY LANDSCAPE

PRINCIPLES OF PERFORMANCE TECHNOLOGY

WORK ENVIRONMENT

HOW WE THINK—SYSTEM, SYSTEMATIC, SYSTEMIC

HPT AS THE INTEGRATOR

CONCLUSION: LESSONS OF THE PERFORMANCE TECHNOLOGY LANDSCAPE

WHERE TO GO NEXT

AUTHORS’ PICKS

CHAPTER 2 - THE WORKER: INDIVIDUAL/TEAM LEVEL

SUMMARY OF THE TECHNOLOGY

APPROACH

HELPFUL MODELS AND TOOLS

OTHER MODELS AND TOOLS

SOLUTIONS: TYPICAL EXAMPLES AT THE INDIVIDUAL LEVEL

EVALUATION

APPLICATION EXERCISE

CONCLUSION

WHERE TO GO NEXT

AUTHORS’ PICKS

CHAPTER 3 - THE WORK: PROCESS/PRACTICE LEVEL

SUMMARY OF THE TECHNOLOGY

SIGNALS THAT POINT TO PROCESS/PRACTICE LEVEL PERFORMANCE ISSUES

APPROACH

MAPS: MAKING IT VISIBLE

PRACTICES: THE MISSING LINK

APPLICATION EXERCISE

CONCLUSION

WHERE TO GO NEXT

AUTHORS’ PICKS

CHAPTER 4 - THE WORKPLACE: ORGANIZATION LEVEL

SUMMARY OF THE TECHNOLOGY

APPROACH

WHAT IS THE GAP: DESIRED VERSUS CURRENT BUSINESS RESULTS

PROBLEM SOLVING

GAINING OWNERSHIP OF ANALYSIS, SOLUTION, AND IMPLEMENTATION PLANNING

CONSULTANT’S ROLE IN IMPLEMENTATION

APPLICATION EXERCISE

CONCLUSION

WHERE TO GO NEXT

AUTHORS’ PICKS

CHAPTER 5 - IMPLEMENTATION: WEAVING PERFORMANCE INTO THE ORGANIZATION

WHY THIS CHAPTER?

IMPLEMENTATION DEFINED

HOW TO MAKE AN IMPLEMENTATION STICK

CONCLUSION

WHERE TO GO NEXT

AUTHORS’ PICKS

CHAPTER 6 - WHAT WE DO

SYSTEMATIC APPROACH

KEY TERMS

COMPONENTS OF THE SYSTEMATIC APPROACH

CONCLUSION

WHERE TO GO NEXT

AUTHORS’ PICKS

CHAPTER 7 - FOCUS FORWARD: TRENDS TO WATCH

WHY TRENDS MATTER

EXPANDING THE PERFORMANCE TECHNOLOGY LANDSCAPE

CONCLUSION

WHERE TO GO NEXT

AUTHORS’ PICKS

CHAPTER 8 - CHART YOUR COURSE

WORKER/SELF

WORK/PROCESS

WORKPLACE/ORGANIZATION

CONCLUSION

AUTHORS’ PICKS

AFTERWORD

APPENDIX

REFERENCES

FURTHER READINGS

INDEX

ABOUT THE AUTHORS

More Praise for Performance Architecture

“Out of the fog of conflicting and confusing definitions and applications of HPT comes this book. The authors are uniquely—uniquely—qualified to define the landscape of our field and then provide useful concepts and tools. It should be the first reference that a professional turns to in order to measurably improve performance and the payoffs for all stakeholders.”

—Roger Kaufman, CPT, Ph.D., professor emeritus, Florida State University, and Distinguished Research Professor, Sonora Institute of Technology.

“The authors do a brilliant job of presenting a systematic structure, the HPT approach, in a way that allows newcomers easy access to the field. More than that: experienced practitioners might find ways to reorganize their habitual approaches and broaden their perspectives. Especially helpful are the Authors’ Picks at the end of each chapter. Already this is an invaluable source for every practitioner. A must for any HPT library.”

—Klaus D. Witthuhn, CPT, managing partner,
Performance Design International GmbH

“Addison, Haig, and Kearny have developed a comprehensive, powerful approach to improve company performance and ensure change efforts are a success. The book is filled with tools, techniques, and systematic methods to analyze complex issues and develop effective, practical solutions. The authors’ vast experience in successfully applying performance technology is illustrated throughout with case studies accompanied by related research on each area. Every practitioner will want this valuable resource in his or her toolkit.”

—Bryan Lawton, Ph.D., chief governance and corporate
development officer, The Doctors Company

“Performance Architecture begins with an important bird’s eye view of how performance improvement works and then gets right into the specifics. It provides a valuable framework for managers plus the key principles and techniques for practitioners. Few authors are as qualified or capable as this trio to show the lay of the performance improvement land.”

—Timm J. Esque, partner, Ensemble Management Consulting

“Performance Architecture provides the necessary structure for managers to systematically analyze performance shortfalls and develop broader solutions. Models, tools, examples, and application exercises are given to guide managers in improving workplace performance at all levels of their organizations. The book is a powerful resource for all managers seeking to learn and use human performance technology (HPT).”

—Roger Chevalier, CPT, Ph.D., independent performance improvement consultant
and author of A Manager’s Guide to Improving Workplace Performance

“If you are interested in an easy, concise and straightforward approach to diagnosing poor performance in your organization, then this book is for you. Frankly, managers become better managers when the suggestions and tools are utilized to address gaps in organization, process, and/or people results. This book should be a permanent ‘tool’ in a manager’s tool box.”

—Mark Munley, director, Strategic Business Partners,
AAA Northern California, Nevada, Utah

ABOUT ISPI

The International Society for Performance Improvement (ISPI) is dedicated to improving individual, organizational, and societal performance. Founded in 1962, ISPI is the leading international association dedicated to improving productivity and performance in the workplace. ISPI represents more than 10,000 international and chapter members throughout the United States, Canada, and forty other countries. The society reaches out to more than 20,000 performance improvement professionals through publications and educational programs.

ISPI’s mission is to develop and recognize the proficiency of our members and advocate the use of Human Performance Technology. This systematic approach to improving productivity and competence uses a set of methods and procedures and a strategy for solving problems for realizing opportunities related to the performance of people. It is a systematic combination of performance analysis, cause analysis, intervention design and development, implementation, and evaluation that can be applied to individuals, small groups, and large organizations.

Website: www.ispi.org
Mail: International Society for Performance Improvement
1400 Spring Street, Suite 260
Silver Spring, Maryland 20910 USA
Phone: 1.301.587.8570
Fax: 1.301.587.8573
E-mail: info@ispi.org

About Pfeiffer

Pfeiffer serves the professional development and hands-on resource needs of training and human resource practitioners and gives them products to do their jobs better. We deliver proven ideas and solutions from experts in HR development and HR management, and we offer effective and customizable tools to improve workplace performance. From novice to seasoned professional, Pfeiffer is the source you can trust to make yourself and your organization more successful.

Essential Knowledge Pfeiffer produces insightful, practical, and comprehensive materials on topics that matter the most to training and HR professionals. Our Essential Knowledge resources translate the expertise of seasoned professionals into practical, how-to guidance on critical workplace issues and problems. These resources are supported by case studies, worksheets, and job aids and are frequently supplemented with CD-ROMs, websites, and other means of making the content easier to read, understand, and use.

Essential Tools Pfeiffer’s Essential Tools resources save time and expense by offering proven, ready-to-use materials—including exercises, activities, games, instruments, and assessments—for use during a training or team-learning event. These resources are frequently offered in looseleaf or CD-ROM format to facilitate copying and customization of the material.

Pfeiffer also recognizes the remarkable power of new technologies in expanding the reach and effectiveness of training. While e-hype has often created whizbang solutions in search of a problem, we are dedicated to bringing convenience and enhancements to proven training solutions. All our e-tools comply with rigorous functionality standards. The most appropriate technology wrapped around essential content yields the perfect solution for today’s on-the-go trainers and human resource professionals.

Essential resources for training and HR professionals

Copyright © 2009 by International Society for Performance Improvement. All Rights Reserved.

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Library of Congress Cataloging-in-Publication Data
Addison, Roger M.

Performance architecture : the art and science of improving organizations/Roger M. Addison, Carol Haig, Lynn Kearny.

p. cm.

Includes bibliographical references and index.

eISBN : 978-0-470-44567-9

1. Performance technology. 2. Work environment. 3. Organizational effectiveness. I. Haig, Carol, 1946-II. Kearny, Lynn. III. Title.
HF5549.5.P37A33 2009
658.4—dc22

2008051524

Acquiring Editor: Matthew Davis
Marketing Manager: Brian Grimm
Director of Development: Kathleen Dolan Davies
Production Editor: Michael Kay

Editor: Rebecca Taff
Editorial Assistant: Lindsay Morton
Manufacturing Supervisor: Becky Morgan

Printing

To Michael John Cullen for his continued support and tolerance.

To Cresson Kearny for being my rock and my compass.

In memory of:
Elizabeth Tosti Addison, an adventurous spirit and a true believer Clarence “Mike” Marer, gentle father who cared so much Geary Rummler, our mentor, advisor, and friend

FOREWORD

Finally! I have been waiting for this book for ten years. Although I have known Roger Addison for thirty years, I only began to work with him about ten years ago as one of his faculty in the ISPI “Transition to Performance” Institute he designed and manages. Overseeing these institutes is an appropriate role for Roger, whom I consider a master of this transition. He guided such a transition and managed the resulting performance improvement department at a major financial institution for seventeen years. To my knowledge, the most successful, and longest-running internal HPT show in the world. Roger’s co-authors, Carol Haig and Lynn Kearny, were contributors to that successful performance improvement organization.

It was in the context of co-teaching these workshops with Roger that I saw the positive impact on participants of his first-hand experience, stories, and examples. These workshops have plenty of models and worksheets, but it is Roger’s stories that really sell the idea that performance improvement is powerful and doable for those about to make the leap. So, for three years I suggested that Roger write down these stories. Then for three more years, I pleaded with him to get Carol and Lynn together and write this book. Finally, about three years ago I convinced Roger and his co-authors to come to my office in Tucson for several days, whereupon I locked the door and wouldn’t let them out until they had a detailed outline for this book. So, as I said, “Finally.”

Of course, this book is more than just those stories of Roger’s. There are the rich experiences of Carol and Lynn, as they worked over the years with and without Roger. The book provides a practical HPT application framework for the novice and experienced practitioner alike. It also is a dynamite reference, compiled by quite possibly the most informed professionals in the HPT field.

But back to the stories, my initial stimulus for this book. As some of you may know, my work in the field of performance improvement favors comprehensive analysis models and big-bang projects. But those high-profile applications of the HPT principles can overshadow the reality that the true contribution of HPT is frequently in the smaller, day-to-day interactions with executives, managers, and employees; by asking a question no one else thought to ask, or by making a key observation or suggestion. These “HPT moments” frequently make major bottom-line contributions, by stopping a potentially stupid initiative or implementing a better, less costly, more sustainable change. As this book and the stories point out, every day there is a chance to make a difference with HPT thinking.

Geary A. Rummler
Founding Partner
The Performance Design Lab
Tucson, Arizona
August 2008

PREFACE

We three have been helping organizations improve the performance of their employees for over eighty-five years, and we want to share what we know that gets results. We use the models and tools included here ourselves. The suggestions we make come from our own experiences, and the examples we give are from our own work and from that of colleagues and friends.

Performance Architecture, both the concept and the model that forms the basis for this book, originated some years ago when Roger Addison, who is a great traveler, first saw a travel Access Guide. He was intrigued because the guide was organized as people actually travel—describing what they could see in a particular neighborhood in a city, for example, rather than by lists of attractions, restaurants, hotels, and the like. Roger visited The UnderstandingBusiness (TUB), the designers of the Access Guides, where he met Mark Johnson, then TUB president. TUB specialized in making information accessible through good design, and Roger saw that the way information is displayed contributes to performance improvement. Mark is an architect by training, and he and Roger had many conversations about design and its role in improving performance. In one discussion, they made the connection between performance and architecture. Putting the two together helped to refocus Roger on designing performance, rather than simply looking for gaps, and opened his thinking to include other disciplines, such as architecture and workplace design, in his performance improvement efforts.

Writing this book has helped us to recognize how much we have learned and has enabled us to integrate it into one big picture. Whenever we write about a subject, researching and reviewing material leads us to new insights and connections and updates information we have come to take for granted. Our exploration of new books and websites alone has been invaluable. The process also reminded us to view organizational politics more as a positive instrument rather than as a necessary evil. Finally, we recognize that in human performance technology (HPT) there is a less robust set of tools for working at the Organization Level than at the other levels. We hope this book will encourage others in our field to add much needed resources for this level.

It is quite possible that we would never have written this book without the special encouragement and support of Geary Rummler. Geary has known us for years, and we have used his materials in our work. He, in turn, knows our work, and encouraged us to get our ideas together in a book. Ultimately, he invited us to visit him in Tucson, Arizona (in July!), where he led us through the initial outline for this book and opened his treasury of tools and resources to us. We are very grateful.

Human performance technology and performance improvement have deep roots. We know that we build upon the work of many great thinkers, both from the past: B.F. Skinner, Lloyd Homme, Thomas Gilbert, George Geis, Bill Deterline, and many others; and from today: Dale Brethower, Clare Carey, Roger Chevalier, Bill Daniels, Judith Hale, Joe Harless, Paul Harmon, Stephanie Jackson, Roger Kaufman, Danny Langdon, Miki Lane, Robert Mager, Margo Murray, Ken Silber, Harold Stolovitch, Donald Tosti, Klaus Wittkuhn, Kathleen Whiteside, and so many more.

FIGURE P.1. Geary’s Treasure Chest

Our special thanks to colleagues, bosses, friends, and family who cheered us on as we researched and wrote: Dannie Anderson, Rick Battaglia, Michael Cullen, April Davis, Matthew Davis, Barbara Gough, Cress Kearny, Bryan Lawton, Walter Ratcliff, Josie Trujillo, the staff of ISPI, and the editorial team at Pfeiffer.

Roger Addison, Carol Haig, Lynn Kearny
October 2008

Lesen Sie weiter in der vollständigen Ausgabe!

Lesen Sie weiter in der vollständigen Ausgabe!

Lesen Sie weiter in der vollständigen Ausgabe!

Lesen Sie weiter in der vollständigen Ausgabe!

Lesen Sie weiter in der vollständigen Ausgabe!

Lesen Sie weiter in der vollständigen Ausgabe!

Lesen Sie weiter in der vollständigen Ausgabe!

Lesen Sie weiter in der vollständigen Ausgabe!

Lesen Sie weiter in der vollständigen Ausgabe!

Lesen Sie weiter in der vollständigen Ausgabe!

Lesen Sie weiter in der vollständigen Ausgabe!

Lesen Sie weiter in der vollständigen Ausgabe!

Lesen Sie weiter in der vollständigen Ausgabe!

Lesen Sie weiter in der vollständigen Ausgabe!

Lesen Sie weiter in der vollständigen Ausgabe!