Performance Improvement 4 Flashcards
Provides guidance even if the user has minimal or no prior learning or experience
Intuitiveness
Presents a seamless union of people, processes, and devices
Integration
Offers on-demand access to tools, information, advice, training, communication, and so forth.
Immediacy
Supports needs of novices, competent performers, and experts at the individual, group, or organizational level
Individualization
Opens a “dynamic dialogue” between user and performance support tool
Interactivity
Supports accuracy and completeness by presenting items or steps to consider or complete.
Checklist
Leads you through one or more conditions (“if X is true, and if Y is true…”) to arrive at a decision. Uses a table (grid) format.
Decision Table
A tool or resource that provides just the right amount of support at the moment of need
Job aid
Interventions can be aimed at…
Unit, a Process, a Work Group, or an Individual.
a tool that helps someone do their job better.
Job aid
spells out exactly what the performer should do in a linear, step-by-step manner.
Steps
like a step job aid in that it specifies a step-by-step approach but it has an important difference: the performer must input information.
Worksheet
guide you through multiple conditions or interim decisions to arrive at a final outcome.
Flowchart
a body of information arranged in a logical, structured way to facilitate performance of a task.
Array
Guides you through a sequence of steps required to achieve some result.
Procedure
allow the user to identify solutions based on a given set of criteria.
Decision table
like decision tables in a way with two differences: they are graphic while decision tables are in table or text format. They are also BINARY - they answer YES or NO questions to guide you through a process.
Flow charts
provide just-in-time, on-the-job learning and just enough information to enable a worker to perform a task efficiently and successfully without special training or reliance on memory. They may inform, support procedures or support decisions.
Performance support tools
a job aid that collects and organizes one or more sets of information.
Reference
used to ensure that certain activities are completed, that certain information is considered, or certain information is verified during a performance.
Checklist
An electronic, computer-mediated infrastructure that empowers the user as performer and learner, enhances organizational learning, and enables knowledge management
Electronic Performance Support Systems (EPSS)`
Codifies information to preserve it and to make it accessible in the workplace through written descriptions, policies, procedures, guidelines, reference materials, quality assurance plans, etc…
Documentation
Computer systems that demonstrate expert reasoning and engage in tasks that normally would be performed by a human expert to assist in decision making and problem solving
Expert Systems
Fulfills the mission and goals of the organization
Direct work
Guides personnel, material, and organizational resources and aligns the organization with the direct work that needs to be accomplished and with the organization’s external environment and world commitment
Management work
Provides the necessary products or services that need to be accomplished
Support work
Look at the job itself and the kind of person necessary to fulfill the job.
Job analysis
Written account highlighting the tasks and functions of a job, including what is done on the job, how it is done, and under what circumstances
Job Description
Minimum qualifications that a person needs to perform the job successfully.
Job specifications
Blueprint of job tasks structured to improve organizational efficiency and employee satisfaction
Work Design
The process of putting isolated tasks together to form complete jobs
Job Design
increases the job scope by expanding a performer’s job duties
Job Enlargement
occurs when employees do numerous and entirely different jobs on a flexible, revolving schedule without disrupting the workflow
Job rotation
makes a job more rewarding and satisfying by adding tasks or responsibilities
Job enrichment
Tasks
Horizontal job enrichment
Responsibilities
Vertical job enrichment
Motivation that comes from within the individual performer. “Doing a good job is it’s on reward”
Intrinsic motivation
Motivation that comes from outside the individual and may include rewards for increasing production or consequences for producing poor quality products or services
Extrinsic motivation
Radical redesign of processes for the purposes of extensive rather than graduate performance improvement
Reengineering
Getting the organization refocused on its core competencies
Reallignment
Reorganizing units, divisions, departments of an organizations
Restructuring
work, work environments, machines, equipment, and processes are married to human physical and cognitive characteristics
Human factors
Four areas of human factors
ergonomics, safety engineering, security management, and the green workplace
Scientific study and design of workstations, work practices, work flow, equipment, and tools to accommodate the physical and psychological capabilities and limitations of employees
Ergonomics
Deals with visible physical work
Physical ergonomics
Deals with the impact of the physical/sensory ergonomic environment on mental or cognitive processes
Cognitive ergonomics
Three Pillars of Ergonomics
- Fitting the task and working the place to the individual
- Designing workplace for individuals with a range of body sizes 3. Designing the workplace for individuals at the extreme of the body size range.
Planned process to reduce the symptoms and cost of poor safety and health
Safety engineering
Programs designed to protect the physical and intellectual property of the firm and the employees, clients and suppliers of an organization
Security management
Devoted to environmentally sensitive green business initiatives and practices with a strategy that shows solid relationships with people, long-term profitability, and a commitment to improving the planet.
Green Workplace
Formal and systematic approach to the analysis of performance that focuses on how to improve the quality of the process, performance, performer, or product
Quality Improvement
philosophy of guiding principles that represent the foundation of a continuously improving organization
Total Quality Management (TQM).
ongoing, systematic process to assure, maintain, and improve processes, products, services based on predetermined standards and customer satisfaction.
Continuous Improvement
Manufacturing term for a proactive approach to equipment maintenance that focuses on repair and adjustment issues within a production system.
Preventative Maintenance
systematic quality improvement process that is used on both the production and transaction side of the business to design, manufacture, and market goods and services that customers may desire to purchase.
Six Sigma
Maximizes customer value while minimizing waste…creating more value for customers with less resources
Lean organizations
