Fundamentals of Performance Improvement Optimizing Results through People, Process, and Organizations

Darlene M. Van Tiem, PhD, CPT, CPLP, is an associate professor emerita at the University of Michigan–Dearborn and faculty member of Capella University. Previously, Van Tiem served as Human Resources Training Director for Ameritech (now AT&T) Yellow Pages and Curriculum Manager for General Motors Technical Curriculum.

James L. Moseley, EdD, LPC, CHES, CPT, is an associate professor at Wayne State University's College of Education Instructional Technology Program. In addition to teaching, he serves as both an internal and external consultant in program evaluation, performance improvement, and health education.

Joan C. Dessinger, EdD, CPT, is the founder of The Lake Group, a performance improvement consulting group that has partnered with national and international business, education, manufacturing, healthcare, and service organizations since 1985. She is also editor of ISPI's Performance Improvement Journal and co-author of six books for HPT/PI professionals.

LIST OF TABLES xvii

LIST OF EXHIBITS xix

LIST OF CASE STUDIES xxi

LIST OF PERFORMANCE SUPPORT TOOLS xxiii

ACKNOWLEDGMENTS xxv

FOREWORD—THE PRACTICE OF PERFORMANCE IMPROVEMENT, BY JUDITH A. HALE xxvii

FOREWORD—FUNDAMENTALS OF PERFORMANCE TECHNOLOGY, BY DALE BRETHOWER xxix

FOREWORD—PERFORMANCE IMPROVEMENT INTERVENTIONS, BY WILLIAM W. LEE xxxiii

INTRODUCTION xxxv

SECTION 1: PERFORMANCE IMPROVEMENT AND THE PERFORMANCE IMPROVEMENT/HPT MODEL 1

CHAPTER 1 OVERVIEW OF PERFORMANCE IMPROVEMENT 3

CHAPTER 2 PERFORMANCE IMPROVEMENT/HPT MODEL—AN OVERVIEW 41

CHAPTER 3 CHANGE MANAGEMENT 61

CASE STUDY 1.1

BOUTIQUE MARKETING COMPANY 81

CASE STUDY 1.2

STRATEGIC PERFORMANCE MANAGEMENT IN GEORGIA EDUCATION 89

CASE STUDY 1.3

REDUCING MUNICIPAL STRIFE THROUGH ENGAGEMENT 95

CASE STUDY 1.4

AMWAY CORPORATION: DRIVING CONSISTENT, STRATEGIC PERFORMANCE OF DISTRIBUTORS GLOBALLY 103

CASE STUDY 1.5

USING HUMAN PERFORMANCE TECHNOLOGY (HPT) TO SELECT PROJECTS THAT YIELD RESULTS 111

SECTION 2: PERFORMANCE ANALYSIS 121

CHAPTER 4 OVERVIEW OF PERFORMANCE ANALYSIS 123

CHAPTER 5 ORGANIZATIONAL ANALYSIS 133

CHAPTER 6 ENVIRONMENTAL ANALYSIS 145

CHAPTER 7 GAP ANALYSIS 155

CHAPTER 8 CAUSE ANALYSIS 163

CASE STUDY 2.1

THE BLAKE COMPANY/MUTSCHLER KITCHENS 179

CASE STUDY 2.2

PHYSICIAN PERFORMANCE REPORT ACCURACY AND TIMELINESS 185

SECTION 3: INTERVENTION SELECTION, DESIGN, AND DEVELOPMENT 193

CHAPTER 9 INTERVENTION SELECTION 195

CHAPTER 10 LEARNING INTERVENTIONS 243

CHAPTER 11 PERFORMANCE SUPPORT INTERVENTIONS 281

CHAPTER 12 JOB ANALYSIS/WORK DESIGN INTERVENTIONS 291

CHAPTER 13 PERSONAL DEVELOPMENT INTERVENTIONS 313

CHAPTER 14 HRD INTERVENTIONS 325

CHAPTER 15 ORGANIZATIONAL COMMUNICATION INTERVENTIONS 363

CHAPTER 16 ORGANIZATION DESIGN AND DEVELOPMENT 373

CHAPTER 17 FINANCIAL SYSTEMS INTERVENTIONS 395

CHAPTER 18 INTERVENTION DESIGN 407

CHAPTER 19 MAKING THE BUSINESS CASE 423

CHAPTER 20 INTERVENTION DEVELOPMENT 443

CASE STUDY 3.1

NO ROOM FOR ERROR 451

CASE STUDY 3.2

ACQUISITION OF WESTFORD BANK BY SPRING HARBOR BANK 459

EXHIBIT 3.1

INFORMATION TECHNOLOGY COMPANY ALIGNS WORKFORCE TO BUSINESS STRATEGY AND DIRECTION 465

SECTION 4: INTERVENTION IMPLEMENTATION AND MAINTENANCE 473

CHAPTER 21 INTERVENTION IMPLEMENTATION AND MAINTENANCE 475

CHAPTER 22 TECHNIQUES FOR IMPLEMENTATION AND MAINTENANCE 489

CASE STUDY 4.1

CHURCH PENSION FUND: THE GREAT MODEL 509

CASE STUDY 4.2

ST. LUKE LUTHERAN CHURCH AND SCHOOL 517

SECTION 5: INTERVENTION EVALUATION 527

CHAPTER 23 OVERVIEW OF EVALUATION 529

CHAPTER 24 PLANNING AND CONDUCTING EVALUATION 545

CASE STUDY 5.1

ABC AUTOMOTIVE COMPANY—DEALERSHIP SALES AND MARKETING ACADEMY 571

CASE STUDY 5.2

COMMUNITY HEALTHCARE ASSOCIATION OF THE DAKOTAS 577

APPENDICES 585

APPENDIX A ISPI’S PERFORMANCE TECHNOLOGY STANDARDS 587

APPENDIX B CERTIFIED SCHOOL IMPROVEMENT SPECIALIST STANDARDS 613

APPENDIX C ISPI’S CODE OF ETHICS 617

GLOSSARY 623

ABOUT THE AUTHORS 639

NAME INDEX 641

SUBJECT INDEX 645

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