1	Award Winning Tools and Techniques for Performance Centered Solutions Gary J. Dickelman EPSScentral LLC
2	Perspective EPSScentral LLC formed in 2001 by consolidating three primary Performance Centered Design (PCD) portals Outgrowth of conducting annual PCD Awards since 1997 Works closely with ISPI editing special issues of Performance Improvement Journal “EPSS Revisited” recently published 40+ enterprise system projects since 1975 Designer of commercial EPSS tools /solutions Teach specialty graduate courses at George Mason University and Boise State University
3	Performance Centered Design Performance in Performance Support and Performance Centered Design (PCD) means business performance through human performance Models of PCD have therefore evolved along with business models that address current economic conditions For the current era, PCD means getting the right process right, quickly and continuously.
4	Grudin’s Law “When those who benefit [from technology] are not those who do the work, then the technology is likely to fail or, at least, be subverted.” - Jonathan Grudin
5	Edward R. Murrow (1962) “The newest computer can merely compound, at speed, the oldest problem in the relations between human beings, and in the end the communicator will be confronted with the old problem of what to say and how to say it.”
6	The New Normal Chicken Little, Marshal McLuhan and the Global Village a few short lessons on the collapse of time and space
7	The New Normal, Interpreted SARS Enron Mad Cow 9/11 HIPAA (health insurance portability and accountability act of 1996) USS Cole
8	Performance Support Means Business performance through human performance Solving the business problem without losing sight of the human dimension We need to Get the right processes right Gather the right data and information that supports the process Transform information to action (knowledge) Real-time and continuously
9	Three Fundamental PCD Solutions #1 External / extrinsic capture-format-integrate-deploy solutions Design: Rapidly capture processes and job-specific operational knowledge in a meaningful form Integrate: Leverage existing electronic assets Deploy: Share operational knowledge via Intranet/Internet
10	Three Fundamental PCD Solutions #2 External / extrinsic portal-centric solutions that facilitate rapid assembly and deployment of existing knowledge and learning, including collaboration assets for teams Based on the simple premise that smart, connected people perform at higher levels. Focuses on enhancing group performance via the WWW. Integrates learning, sharing, and collaboration to drive performance. Empowers group leaders and members to contribute. Emphasizes simplicity, speed and ease of use.
11	Three Fundamental PCD Solutions #3 Intrinsic and extrinsic model-driven solutions based on adaptive worflows Automatically capture existing business processes and model new business processes Analyze, improve, and integrate business processes Automatically generate knowledge assets from capture and process resources Integrate knowledge assets into existing workflows and systems; integrate processes across disparate systems Rapidly deploy and maintain knowledge assets Measure and refine performance and solutions
12	Examples
13	Showcase PCD Solution* Business Plan Developer By SII Procarta* www.procarta.com epi^plex* www.epiance.com
14	Business Plan Developer Demonstration Business Plan Developer By SII The Business Plan Developer is an EPSS that SI International, Inc., developed for the National Park Service to enable park personnel to build business plans for their parks. No experience with business plans, financial analysis, or document construction was assumed. The tool guides inexperienced personnel through the entire process, from data gathering, through extensive analysis, to the writing of an actual plan.
15	Capturing Performance Design: Capture job specific operational knowledge in a meaningful form Integrate: Leverage existing electronic assets Deploy: Share operational knowledge via Intranet/Internet
16	Performance Made Visible
17	Where to begin Start where the loss of operational expertise is most critical
18	Live Demonstration
19	Demonstration
20	The Business Problem The Business Pain Complex Processes, Difficult to Improve Do not know processes in use Disparate processes and applications - tedious and expensive to integrate Enterprise Application Customization -> Changes Expensive Time consuming Low levels of Productivity Expensive & inefficient training & support Real time process intelligence and knowledge Complex and Expensive Business Processes Solution Capture and Integrate Processes Extensive and efficient knowledge capture of processes in use Rapidly integrate process, people, content and applications Simplify Customization and Change Management Slashes costs – Eliminate efforts Accelerates time- Automate and Reuse Enhance productivity Slash costs and increase efficiency of T & S Provide just-in-time knowledge, intelligence and automation Extracts unrealized Value from IT Investments
21
22
23	Customization & Change Management
24
25	Live Demonstration
26	RockeTools ActiveGuide www.rocketools.com
27	ActiveGuide To this end ActiveGuide is designed to take performance support beyond text files, simulations and other offline information about processes. ActiveGuide provides automated interactive support with processes and applications. It "understands" the user’s actions and the application state and delivers performance support that: Is easily and immediately accessible to all application users. Does not take the user away from their transaction. Is capable of providing individualized interactive guidance. Can mediate between the user and the live application. Captures and corrects user errors. Integrates user performance support with the appropriate business rules. Supports optimal job performance with minimal intervention by others. Works inline to assist in the completion of real tasks in real time in real applications. Requires no player, plug-in or download
28	RockeTools Demonstration
29	2Work! EPSS 2Work! EPSS www.thinksmartps.com
30	Demonstration 2Work! EPSS
31	Performance Centered Methodology Based on iterative Software Development Life Cycle (SDLC), Human Factors Engineering/User/Usage Centered Design, Business Process Management and Reengineering Focuses on performance through multi-dimensional representations of task/process, human diversity/preferences, and information/knowledge engineering
32	Performance Centered Methodology Addresses the Productivity / Competence Curve Meets all goals Reduce implementation period Reduce disruptive transient time typical of cutover Assure close-to-immediate competency Continuously increase competency through blended and adaptive performance support interventions
33	Performance Centered Methodology Employs risk-mitigating task segmentation schema Quickly identifies ~70% most appropriate tasks for blended Performance Support Solutions Embraces fabric of best practice products
34	Performance Centered Methodology Dynamic, immediate capture of blended solution assets Integrate with target apps and other infrastructure assets without commingling code Adaptively and organically monitor, recapture, and regenerate interventions Continuously refine and regenerate assets
35	Metrics / ROI Goals and Realities Reduces time for initial development of blended solutions to as low 5% - 15% of conventional methods Reduces time-to-competency by up to 90% and eliminates substantial training/learning overhead Reduces time/cost of maintenance events substantially Conventional maintenance event: 40 – 100% of initial intervention development PCD maintenance event: 5 – 15% of initial intervention development Example: Reduced annual support expenditure of $5M for enterprise system support to $0.7M (total cost of ownership)
36	Performance Centered Methodology Diversity analysis & design embodied in e-learning schema (Docs, Animation, Simulation, Tests/Certification, Collaboration) and ability to rapidly blend Performance Support solutions Accelerate Business Process Management, Business Process Engineering activities Knowledge Provisioning through intelligent development technology
37	Conclusions The word performance in performance support and performance-centered design means business performance through human performance. Success of performance-centered solutions influenced as much by business climate as by human factors and the means to deliver knowledge. The best solutions, tools and techniques today are those that provide organizations with the means to quickly and efficiently meet organizational goals and the needs of the real people who have to get the work done.
38	Conclusions Three essential categories: Those that create external or extrinsic knowledge solutions by rapidly capturing, formatting, integrating, and deploying usage-centered representations of workflow and their respective resources; Those that produce external or extrinsic portal-centric solutions that facilitate rapid assembly and deployment of existing knowledge and learning, including collaboration assets for teams; and Those that are model-driven, based on capturing workflow within software applications, continuously refining it, and producing knowledge assets swiftly and automatically that are contextual, conditional (with respect to workflow logic), and intrinsic.
39	Questions and Answers