Human Performance TechnologyWHAT IS MISSING FROM ICT IMPLEMENTATION

Prof. Richardus Eko Indrajitindrajit@post.harvard.edu

Classical ICT Issues

• ICT fails to bring values to organisation

• The ready software is not being used by users

• Problem of alignment between ICT and business needs

• Performance of ICT is not good enough for the organisation

• Cost of ICT exceeds the perceived benefits

• People, process, and technology are not well integrated

• Complex islands of information systems (silos problems)

• Failure in ICT project development and implementation

• Conflicted stakeholder needs and expectations

• Absence of robust enterprise architecture

The Definition

• Human Performance Technology (HPT), also known as

Human Performance Improvement (HPI), or Human

Performance Assessment (HPA), is a field of study

related to process improvement methodologies such as:

lean management, organization development, motivation,

instructional technology, human factors, learning,

performance support systems, knowledge management,

and training.

• It is focused on improving performance at the societal,

organizational, process, and individual performer levels.

The Definition

• HPT is a systematic approach to improving productivity

and competence.

• It is a set of methods, procedures, and strategies for

solving problems and seizing opportunities related to

the performance of people.

• HPT uses a wide range of interventions that are drawn

from many other disciplines, including total quality

management, process improvement, behavioral

psychology, instructional systems design, organizational

development, and human resources management

HPT Characteristics

• HPT is based on the assumption that human performance is lawful, drawing

principles from numerous fields including psychology, systems theory,

engineering and business management

• HPT is empirical, using observations and experiments to inform decision

making

• HPT is results oriented, producing measureable and cost effective changes in

performance

• HPT is reactive and proactive in situations involving human performance to:

• reduce or eliminate barriers to desired performance (reactive);

• prevent the conditions allowing barriers to performance (proactive); and

• improve the quality of current performance (reactive and proactive)

• HPT uses both systematic and systemic approaches to solving performance

problems

• HPT considers various interventions that will assist in achieving desired goals

(Chyung, 2008) and (Stolovitch and Keeps, 1999)

HPT Principles

Focus

on

Results

Establish

Partnerships

Add

Value

Take

Systems

Viewpoint

Key principles of HPT• Focus on results

• Take systems viewpoint

• Add value

• Establish partnerships

HPT mindset• Systematic process

(Micro analysis)

• Systems approach

(Macro analysis)

HPT Landscape

Source: Addison, 2004, p. 15.

Human Body System

General Checkup Result

1TARGET

PERFORMANCE

2EXISTING

DIAGNOSIS

3RECOMMENDED

TREATMENT

Levels of Performance

Level Performance Unit of Analysis (System) Intervention Tools (Design & Technology)

Work

Environment

Business

Performance

• Business Performance System (Condition,

Input, Process, Output, Feedback, &

Consequence)

• System Variables: Brand Value, Product Or

Service Positioning, Market Strategy, Vision

& Mission, & So On

• Business Design: Vision Design, Innovation

Design, Mergers, & Acquisitions

• Business Technology: Market Opportunity

Analysis, Future Research & Simulation, &

Positioning & Promotion Strategy

WorkplaceOrganization

Performance

• Organization Performance System

(Condition, Input, Process, Output,

Feedback, & Consequence)

• System Variables: Organizational

Structure, Culture, & Ergonomics

• Organization Design: Culture Change,

Workplace Design, & Restructuring

• Organizational Technology: Organizational

Development, Financial Management, &

Communities of Practice

Work ProcessProcess

Performance

• Process Performance System (Condition,

Input, Process, Output, Feedback, &

Consequence)

• System Variables: Communication, Supply

Chain, & Production

• Process Design: Electronic Performance

Support Systems, Reengineering, &

Outsourcing

• Process Technology: Process Mapping,

Knowledge Management, & Financial

Accounting

WorkerHuman

Performance

• Human Performance System (Condition,

Input, Process, Output, Feedback, &

Consequence)

• System Variables: Skills, Knowledge,

Competency, Motivation, & Leadership

• Leadership Design: Mental Model, Capacity

Building, & Incentive System

• Leadership Technology: Training, Job Aid,

Performance Appraisal, Leadership

Development, Career Consulting, & Mentoring

The Four Levels of Performance Framework. Jang, H. Y. (2008). Reconsidering human performance technology [Electronic version]. Performance improvement, 47(6), 29. DOI: 10.1002/pfi.20006.

Organisational Scan

Condition Process Outcomes

Organization Level

Strategy, Structure

Mission, strategy

External business drivers

Functional grouping

Budget/decision authority

Systems

Degree of centralization

Consistency of operations

Flexibility

Organizational Results

Satisfaction of investors

Satisfaction of societal

stakeholders

Measures of success

Goal alignment with mission

People Level

Climate Practices

Company values, individual values

Management/leadership practices

Team norms

Ethics, integrity

Performance Requirements

Skills, knowledge

Job aids/references

Selection

Conference

Motivation, Feedback

Satisfaction of employees

Frequency, timing, form

Rewards and recognition

Expectations

Work Level

Environment, Resources

Physical environment

Tools, materials, information

Support personnel/services

Accessibility of resources

Workload, demands

Methods

Allocation of functions

Processes, procedures

Work flow

Duplication/gaps

Products, Services

Satisfaction of customers

Productivity levels

Standards/criteria

Quality of product delivery

Organizational Scan. Tosti, D., & Jackson, S. D. (1997). The organizational scan. Performance Improvement, 36(10), 22-26.

HPT Implementation

Conduct a Performance

Analysis

Conduct a Cause Analysis

Select and Implement the

Appropriate Intervention(s)

HPT Implementation

HPT Implementation

HPT Implementation

HPT Implementation

HPT Implementation

Interventions Category

• Career Development

• Communications

• Documentation & Standards

• Ergonomics & Human Factors

• Feedback Systems

• Financial Systems

• Human Dev. Systems

• Industrial Engineering

• Information Systems

• Instructional Systems

• Job/Workflow Design

• Labor Relations Systems

• Management Practices

• Measures & Evaluation Systems

• Organizational Anthropology

• Organizational Design/Development

• Quality Improvement

• Resource Systems

• Selection Systems

• Reward/Recognition Systems

Hutchison & Stein:1998

Implementation Lifecycle

Measures Worksheet

THANK YOUQ&A and DISCUSSION

Prof. Richardus Eko Indrajitindrajit@post.harvard.edu