EDCI 52800 – Human Performance Technology

Artifact – EDCI 52800 – Human Performance Technology – Performance Analysis

• Identifies and analyzes learning and performance problems

Analyzing the performance of a work group that is thousands of miles away presents multiple challenges on top of the lack of ability to work with them in person.  Working as a Vendor Manager for an offshore processing team, I recognized performance problems that were not always easy to fix.  The majority of the customer service inquiries for the company are handled by a service team located in New Delhi, India.  My artifact relating to performance analysis takes into account the external and internal environmental challenges that have an influence on behavior and the ability for workers to meet Service Level Agreements (SLA).  I also recognized how it was extremely important to establish a performance gap.  This was not only required to determine an appropriate goal, but also so that progress towards that goal could be measured effectively.  My competency in this aspect was based not only on my knowledge of instructional design principles, but also having an understanding of the learning audience.  In this case, recognizing personnel motivations and implementing appropriate incentives was key.  A major challenge was compensating for the variety of triggers influencing vendor behavior.

Artifact – EDCI 52800 – Human Performance Technology – Solutions & Evaluation Plan

• Design, plans, and develops instructional interventions using appropriate strategies and techniques

The plans discussed in my artifact associated with interventions also required maintaining a balance between the relationships of the internal environment and cultural influences.  Because the vendor was under contract, it was not easy to offer regular monetary incentives.  Fortunately, I considered the positive results associated with emotional interventions and the use effective job aids were well established.  I feel that I have grown in terms of developing effective evaluation methods, especially after comprehensively reviewing the Kirkpatrick model (2006) as seen in the artifact.  Because this analysis and evaluation plan both relate to a meaningful professional experience, I trust it will serve me well in future projects.

• Develops an evaluation plan for a project based on stated goals and recognized standards

My strategy in the artifact for the evaluation plan referred back to the measurable factors of the performance gap.  Taking into consideration that it would be difficult to measure the impact of emotional incentives, I acknowledged that other interventions, like the performance aid and environmental interventions, may be better indicators of improvement.  Furthermore, my experiences discussed in the artifact helped me to realize that a more ideal evaluation should be focused on the level of effectiveness that an intervention has on a measurable goal.

References:

Kirkpatrick, D. L. & Kirkpatrick, J. D. (2006). Evaluating Training Programs: The Four Levels  (21-71). San Francisco, CA: Berrett-Koehler.