Change and Performance - Training May Not Be The Answer

Introducing new products or services, bringing new people on board, developing a new process or procedure, installing new equipment, change seems to be the one constant in business today and change always seems to drive a need for training.

In conducting training needs analysis at any level, we need to understand that training may not be the solution, at least not the whole solution. Training is normally employed with the expectation of changing individual performance. While training can, and does change the ability of individuals to perform, on-the-job performance also depends on other factors that form a complex interconnected human performance system. For any system to produce a desired performance output, there are always a number of factors that must be managed.

Six-factors for human performance

The following is a six-factor system model for human performance. In principle if you manage all six well, you will get the desired performance. If you ignore any of the six, the desired system performance becomes less likely. Training can indeed be an important part of a system solution, but if other parts are not provided, training may not be effective.

1. Make expectations clear:

The expected outputs, and actions to produce results, must be made crystal clear. These include vision, values, mission, roles, goals and objectives, action plans, milestones and standards. If you don't tell them what is expected, don't expect results.

2. Provide necessary resources and conditions:

No one can produce the expected results if they do not have the process, methods, tools, materials, space, time, money, and people to do the job. A workplace that is badly designed, uncomfortable or unsafe also makes it difficult to perform. Given the means, they can deliver performance. If not...

3. Measure the performance of the system:

In order to determine if expected results are being achieved we need to measure the performance outputs. It might also be helpful to monitor in-process indicators, which affect system outputs. Using metrics we can identify progress toward targets, verify performance as desired, or identify problems and opportunities for improvement. We all pay attention to what gets measured.

4. Communicate progress and results:

Continuous and visual feedback on the performance and results achieved by the team and system allows for quick recognition and correction of problems and implementation of improvements. If individuals do not know how well the system is working it is difficult to achieve the desired results, much less make improvements. Performance knowledge empowers improvement.

5. Provide appropriate incentives:

Consequences are important. Positive rewards for good performance, congratulation, recognition and celebration, promote and encourage the behaviors that produced the results. Take care to avoid negative consequences for positive performance, or benefits for negative performance. If it felt good, they'll want to do it again.

6. Develop necessary competency:

Competency is the ability of an individual or team to successfully perform a specific task or activity. Sometimes if you are lucky, you can hire a competency off the street. More often development through training and practice is required. Competencies are built through learning activities, and through experience. A competency requires skills, knowledge, and attitude sufficient to do the job. A competency has observable measurable outputs and behaviors. An individual must have the capacity, both mental and physical to learn and to perform the task or activity. If you've got the skills and knowledge you can do the job.

The next time you ask how to improve performance, take a systems approach and remember to consider how to manage all six human performance factors.

We get exactly the results we manage for.

--

You have permission to publish this article free of charge, as long as the resource box is included with the article. If you do run my article, a courtesy reply to hsommerfeld@automatedlearning.com would be greatly appreciated. © 2004 Howard Sommerfeld

About The Author

Howard Sommerfeld has an extensive background in training that includes over twenty years experience in training management with major telecom equipment manufacturers. He has been responsible for development of major classroom, computer-based, web-based, and distance e-Learning initiatives, and has a depth of understanding of manufacturing and training management issues. He is keenly interested in trainer training, blended learning approaches that ensure learning transfer to workplace performance, human performance systems, and in demonstrating return on investment for training.

Howard is currently Director of Product Development at Automated Learning Corporation.

www.automatedlearning.com/products/welcome.html

hsommerfeld@automatedlearning.com

---

Middle Managers Behaving Badly ? How To Stop This Damaging Your Results

More and more I hear and read about a looming... Read More

Character: Is It Necessary In Leadership? (Part Two)

In the first part of this two part article, I... Read More

Lean Principles in Action

AbstractThe electrical products industry is one characterized by fierce competition,... Read More

Inspiring Loyalty and Contentment in Your Workforce

One of the first things I look at when I... Read More

Business Innovation ? Core Competency and Competitive Advantage

Creativity can be defined as problem identification and idea generation... Read More

Dealing with Marginal Performers: The Therapeutic Approach

--PREPARATION: The purpose of the therapeutic approach is to spark... Read More

Ten Relationship Traits And Skills For Good Leadership

An important aspect of good leadership is the ability to... Read More

Presenteeism: The Hidden Costs of Business

(prez.un.TEE.iz.um) nPresenteeism, a relatively unknown concept, is the complement of... Read More

Why Half of All Mergers Fail After the Honeymoon Ends

Marriages and corporate mergers in America have at least one... Read More

Delegate or Die!

You Can't Do It All - Learning To DelegateThere is... Read More

Managing Client Relationships

Managing Client Relationships: Even the best run organizations occasionally run... Read More

One Simple Idea to Grow Your Business

Perhaps the most common theme I've heard in working with... Read More

How Your Feelings and Those of Your Employees Can Make The Difference

How we feel is really more important than what we... Read More

Project Heroes

Project heroes. We've all heard of them. Some of us... Read More

Ringing Doorbells Without Howitzers

Many operations leaders have been there, done that with re-engineering.... Read More

What is the Most Difficult Part of an Improvement Program?

Answer: Starting one.Most of us realize that there is probably... Read More

7 Steps To Hire The Best

You can use this step-by-step method to hire applicants who... Read More

Cross Cultural Solutions for International Business

Globalisation, the expansion of intercontinental trade, technological advances and the... Read More

Unveiling the Value of Your Expertise

All of us have knowledge, expertise, and experience that others... Read More

Conference Calling Can Save Your Sales OrganizationTime and Money!

Conference calling can save you money. There is no doubt... Read More

Make Change Easy - Get Involved!

There are wild variances in how much involvement organisations are... Read More

ISO 9001 the Process Approach to Quality Assurance

What is the Process Approach to Quality?The ISO 9001 2000... Read More

How to Hold Effective Staff Meetings

Many people believe that they conduct effective meetings, when all... Read More

Innovation Management ? how does the user benefit?

Creativity can be defined as problem identification and idea generation... Read More

10 Steps When You Need Help in Your Business

If you think ahead and plan, many nightmare panic and... Read More

Setting Direction Within an Organization

FINDING DIRECTION: An organization can't succeed without direction. Direction means... Read More

Its All About The Customers, Baby

If you want to ensure a steady stream of customers... Read More

Hire Winners: Ask the Right Questions

How do you as a manager, supervisor or team leader... Read More

6 Steps to Effective Communication

Effective leaders are known for being excellent communicators. Here's what... Read More

Creating Advisory Boards

There is no substitute for soliciting the opinions of the... Read More

25 Great Ways to Find the Right People and Not Break the Bank

Are you trying to hire dozens of hourly workers or... Read More

Management to the Vision-Contribution and the Role of Compliance

As a manager our role is to:1. Establish the vision,... Read More

Teaching Large Companies To Think Like The Little Guys

Q: I am an executive at a large company and... Read More