Performance Improvement 4

Question 1

Provides guidance even if the user has minimal or no prior learning or experience

Answer 1

Intuitiveness

Question 2

Presents a seamless union of people, processes, and devices

Answer 2

Integration

Question 3

Offers on-demand access to tools, information, advice, training, communication, and so forth.

Answer 3

Immediacy

Question 4

Supports needs of novices, competent performers, and experts at the individual, group, or organizational level

Answer 4

Individualization

Question 5

Opens a “dynamic dialogue” between user and performance support tool

Answer 5

Interactivity

Question 6

Supports accuracy and completeness by presenting items or steps to consider or complete.

Answer 6

Checklist

Question 7

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.

Answer 7

Decision Table

Question 8

A tool or resource that provides just the right amount of support at the moment of need

Answer 8

Job aid

Question 9

Interventions can be aimed at…

Answer 9

Unit, a Process, a Work Group, or an Individual.

Question 10

a tool that helps someone do their job better.

Answer 10

Job aid

Question 11

spells out exactly what the performer should do in a linear, step-by-step manner.

Answer 11

Steps

Question 12

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.

Answer 12

Worksheet

Question 13

guide you through multiple conditions or interim decisions to arrive at a final outcome.

Answer 13

Flowchart

Question 14

a body of information arranged in a logical, structured way to facilitate performance of a task.

Answer 14

Array

Question 15

Guides you through a sequence of steps required to achieve some result.

Answer 15

Procedure

Question 16

allow the user to identify solutions based on a given set of criteria.

Answer 16

Decision table

Question 17

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.

Answer 17

Flow charts

Question 18

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.

Answer 18

Performance support tools

Question 19

a job aid that collects and organizes one or more sets of information.

Answer 19

Reference

Question 20

used to ensure that certain activities are completed, that certain information is considered, or certain information is verified during a performance.

Answer 20

Checklist

Question 21

An electronic, computer-mediated infrastructure that empowers the user as performer and learner, enhances organizational learning, and enables knowledge management

Answer 21

Electronic Performance Support Systems (EPSS)`

Question 22

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…

Answer 22

Documentation

Question 23

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

Answer 23

Expert Systems

Question 24

Fulfills the mission and goals of the organization

Answer 24

Direct work

Question 25

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

Answer 25

Management work

Question 26

Provides the necessary products or services that need to be accomplished

Answer 26

Support work

Question 27

Look at the job itself and the kind of person necessary to fulfill the job.

Answer 27

Job analysis

Question 28

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

Answer 28

Job Description

Question 29

Minimum qualifications that a person needs to perform the job successfully.

Answer 29

Job specifications

Question 30

Blueprint of job tasks structured to improve organizational efficiency and employee satisfaction

Answer 30

Work Design

Question 31

The process of putting isolated tasks together to form complete jobs

Answer 31

Job Design

Question 32

increases the job scope by expanding a performer's job duties

Answer 32

Job Enlargement

Question 33

occurs when employees do numerous and entirely different jobs on a flexible, revolving schedule without disrupting the workflow

Answer 33

Job rotation

Question 34

makes a job more rewarding and satisfying by adding tasks or responsibilities

Answer 34

Job enrichment

Question 35

Tasks

Answer 35

Horizontal job enrichment

Question 36

Responsibilities

Answer 36

Vertical job enrichment

Question 37

Motivation that comes from within the individual performer. "Doing a good job is it's on reward"

Answer 37

Intrinsic motivation

Question 38

Motivation that comes from outside the individual and may include rewards for increasing production or consequences for producing poor quality products or services

Answer 38

Extrinsic motivation

Question 39

Radical redesign of processes for the purposes of extensive rather than graduate performance improvement

Answer 39

Reengineering

Question 40

Getting the organization refocused on its core competencies

Answer 40

Reallignment

Question 41

Reorganizing units, divisions, departments of an organizations

Answer 41

Restructuring

Question 42

work, work environments, machines, equipment, and processes are married to human physical and cognitive characteristics

Answer 42

Human factors

Question 43

Four areas of human factors

Answer 43

ergonomics, safety engineering, security management, and the green workplace

Question 44

Scientific study and design of workstations, work practices, work flow, equipment, and tools to accommodate the physical and psychological capabilities and limitations of employees

Answer 44

Ergonomics

Question 45

Deals with visible physical work

Answer 45

Physical ergonomics

Question 46

Deals with the impact of the physical/sensory ergonomic environment on mental or cognitive processes

Answer 46

Cognitive ergonomics

Question 47

Three Pillars of Ergonomics

Answer 47

1. Fitting the task and working the place to the individual 2. Designing workplace for individuals with a range of body sizes 3. Designing the workplace for individuals at the extreme of the body size range.

Question 48

Planned process to reduce the symptoms and cost of poor safety and health

Answer 48

Safety engineering

Question 49

Programs designed to protect the physical and intellectual property of the firm and the employees, clients and suppliers of an organization

Answer 49

Security management

Question 50

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.

Answer 50

Green Workplace

Question 51

Formal and systematic approach to the analysis of performance that focuses on how to improve the quality of the process, performance, performer, or product

Answer 51

Quality Improvement

Question 52

philosophy of guiding principles that represent the foundation of a continuously improving organization

Answer 52

Total Quality Management (TQM).

Question 53

ongoing, systematic process to assure, maintain, and improve processes, products, services based on predetermined standards and customer satisfaction.

Answer 53

Continuous Improvement

Question 54

Manufacturing term for a proactive approach to equipment maintenance that focuses on repair and adjustment issues within a production system.

Answer 54

Preventative Maintenance

Question 55

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.

Answer 55

Six Sigma

Question 56

Maximizes customer value while minimizing waste...creating more value for customers with less resources

Answer 56

Lean organizations