Contenu connexe Similaire à Webinar: The Performance Support Spectrum (20) Webinar: The Performance Support Spectrum1. The Performance
Support Spectrum
Bob Mosher
Chief Learning Evangelist
Conrad Gottfredson
Chief Learning Strategist
#PerformanceSupport
bobandcon@ontuitive.com
@bmosh
@congott
2. Agenda
The Performance Support Spectrum
Where does your organization fit?
How mature is your organization?
Pre-webinar poll results
Live poll
Wrap-Up
©Ontuitive® 2013 #PerformanceSupport
3. Agenda
The Performance Support Spectrum
Where does your organization fit?
©Ontuitive® 2013 #PerformanceSupport
4. Effective performance support
Ready in 2-Clicks & 10-Seconds
in the workflow and readily available at
Embedded
the moment of apply
according to specific roles and
Contextual
varying access needs
Just in the form needed to effectively perform
Enough inside the business process
©Ontuitive® 2013 #PerformanceSupport 4
5. Low: scattered
Where does your organization fit?
1. Low
Scattered EMBEDDED
Information Support Shallow
Scavenger-hunt
CONTEXTUAL
Haphazard Access
Limited to random search
JUST ENOUGH
Flat
No cascading levels of support
©Ontuitive® 2013 #PerformanceSupport
6. Marginal: targeted
Information Support
1. Low
1. Low 2. Marginal
2. Marginal 3. Tangible 4. Significant 5. Transformational
Targeted EMBEDDED
Information Support Narrow
Specialized and stands alone
CONTEXTUAL
Restricted Access
Metadata search
JUST ENOUGH
Limited
Information oriented not performance oriented
©Ontuitive® 2013 #PerformanceSupport
7. Tangible: targeted
Performance Support
1. Low 2. Marginal 3. Tangible 4. Significant 5. Transformational
CONTEXTUAL
Targeted Rapid Access
2-clicks/10 second access
Performance Support
JUST ENOUGH
Task based
Cascading levels of support
EMBEDDED
Deep
Nested within a business process
©Ontuitive® 2013 #PerformanceSupport
8. Significant: automated
Where does your organization fit?
1. Low 2. Marginal 3. Tangible 4. Significant 5. Transformational
CONTEXTUAL
Automated Automated Access
Automatically adjusts to context
Performance Support
JUST ENOUGH
Step-based support
Driven by business rules
EMBEDDED
Deeper
Nested within an application
and a business process
©Ontuitive® 2013 #PerformanceSupport
9. Automated performance support
Orchestrated set of
technology enabled
services that provide
on-demand access to
integrated
information,
guidance, advice,
assistance, training,
and tools
to enable high-level job
performance with a
minimum of support
from other people..
©Ontuitive® 2013 #PerformanceSupport
10. Transformational: smart
Where does your organization fit?
1. Low 2. Marginal 3. Tangible 4. Significant 5. Transformational
CONTEXTUAL
Smart Smart Access
Observes and evolves
Performance Support
JUST ENOUGH
Step-based
Driven by business rules and behavior
EMBEDDED
Deep and Broad
Integrated across applications and
the broader business
©Ontuitive® 2013 #PerformanceSupport
11. The PS spectrum
Where does your organization fit?
1. Low 2. Marginal 3. Tangible 4. Significant 5. Transformational
Scattered Targeted Targeted Automated Smart
Information Support Information Support Performance Support Performance Support Performance Support
• Reactive access • Reactive access • Unrestricted Access • Automated Access • Smart Access
• Passive and Flat • Passive and Flat • Just-enough • Just-enough • Just-enough
Task-based Step-based everywhere
• Shallow • Shallow • Deep • Deeper • Deep and Broad
©Ontuitive® 2013 #PerformanceSupport
12. “Electronic Performance Support is an orchestrated set
of technology enabled services that provide on-
demand access to integrated information, guidance,
advice, assistance, training, and tools to enable high-
level job performance with a minimum of support
from other people.”
- Gloria Gery, Electronic Performance Support Systems, 1991
©Ontuitive® 2013 #PerformanceSupport
13. The PS spectrum
Business Benefit
1. Low 2. Marginal 3. Tangible 4. Significant 5. Transformational
Scattered Targeted Targeted Automated Smart
Information Support Information Support Performance Support Performance Support Performance Support
Productivity Gain Low Low-Medium High High High+
Support Cost Savings Low Medium High High+ High+
Process Compliance No No Medium High High+
Training Cost Savings No Medium High High High+
©Ontuitive® 2013 #PerformanceSupport 13
14. Agenda
The Performance Support Spectrum
Where does your organization fit?
How mature is your organization?
Live poll
Pre-webinar poll results
©Ontuitive® 2013 #PerformanceSupport
15. Poll question
Relative to your current overall Learning and Performance
Support strategy, how well do you cover the following
areas?
• Strategic alignment with the lines of business’ goals
• Well-defined performance support strategy
• Support and buy-in from business leadership
• Technology integration
• Independent and dynamic learners
©Ontuitive® 2013 #PerformanceSupport
16. Pre-webinar poll results
Relative to your current overall Learning and Performance
Support strategy, how well do you cover the following
areas?
©Ontuitive® 2013 #PerformanceSupport
17. Pre-webinar poll results
Relative to your current overall Learning and Performance
Support strategy, how well do you cover the following
areas?
Marginal Stable Complete/ Rating
Transformational Average
Strategic Alignment with the 12.1% 21.2% 40.9% 20.5% 5.3% 2.86
lines of business’ goals
Well-defined Performance 27.0% 44.5% 20.4% 6.6% 1.5% 2.11
Support Strategy
Support and buy-in from 13.3% 28.1% 34.4% 19.5% 4.7% 2.74
business leadership
Technology Integration 23.3% 33.1% 24.8% 14.3% 4.5% 2.44
Independent and Dynamic 17.6% 38.2% 32.4% 10.3% 1.5% 2.40
Learners
©Ontuitive® 2013 #PerformanceSupport
18. Chat:
What do you find most challenging about moving up the
PS Spectrum/Maturity Model?
What have you found to be ENBABLERS of moving up the
Spectrum?
©Ontuitive® 2013 #PerformanceSupport
19. Agenda
The Performance Support Spectrum
Where does your organization fit?
How mature is your organization?
Pre-webinar poll results
Live poll
Wrap-Up
©Ontuitive® 2013 #PerformanceSupport
20. Reap the benefits of being “significant”
Performance Support solutions correlate to improved
performance:
86% daily use of PS solution
6-8% Increase in daily work productivity
use ratio of performance support
80:1 vs traditional LMS eLearning
approach
©Ontuitive® 2013 #PerformanceSupport 20
21. Reap the benefits of being “significant”
Performance Support solutions correlate to improved
performance:
15% year over year reduction in help
desk calls
Up to 70% reduction in instructor-led training
adding PS reduces
time to competency by half
©Ontuitive® 2013 #PerformanceSupport 21
22. 2013 monthly webinar series
April: “Smart” Performance Support
May: The Power of Mobile Support
June: Agile Development
July: How are you doing? Self-evaluation
August: Competencies for L&D & performance
September: Technology Needed to Author & Deliver PS
October: People-Centered Computing
November: Kill Search
December: IT – Love Them!
May 8-10: PS Lab & Seminar Hosted by The MASIE Center
Saratoga Spring, NY
©Ontuitive® 2013 #PerformanceSupport 22
23. Thanks!
Next Steps & Resources
Become a member of our Performance Support Community – if you already are – invite a
friend or colleague!
In the community you can:
• Discuss your organization’s place on the spectrum, and receive feedback on how to move
forward
• Read our blogs, watch past webinars, listen to podcasts
• Network
• Collect business case data
• Find resources to share with stakeholders to increase PS buy-in
Community Invite Link: http://performersupport.ning.com/?xgi=3bIevz1cS7jVN3
Contact Us:
bobandcon@ontuitive.com
@bmosh
@congott
©Ontuitive® 2013 #PerformanceSupport 23
Notes de l'éditeur To make changes to the slide master:“View”“Slide Master”Create desired changes“View” “Normal” 143 People took the survey Can be any question – this one just came from the blog…. Performance support bridges that gap between training and actual business impact by improving worker performance. And, measuring worker results closer to the actual point of performance will give us the data we need to help demonstrate ROI. Plus, gathering objective data can offset rumors and anecdotal discussions about the value of adding performance support, and training in general. We've been tracking the link between performance support and improved worker performance and have seen some striking data that shows performance support solutions really can improve worker performance and drive ROI.