The Past, Present and Future of Performance Support Systems

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The Past, Present and Future of Performance
Support Systems

• Gloria Gery
• Gery Associates
• Tolland, Massachusetts
• ggery_at_attglobal.net
• www.gloriagery.com
• [phone]

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Context, Performance Support and Learning

• Context creates meaning and motivation its
  everything
• Historically
• Most resources organized by the artifact and are
  available out of context
• Instruction
• Content and Knowledge
• People Resources
• Data

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Key Performance Support Dimensions

• What is Integrated
• Workflow or Task Support
• Data
• Tools
• Content/Knowledge
• People
• Degree of Integration
• Out of context
• Linked
• Integrated
• Fused
• Quality of Representation
• Forms
• Clarity
• Media

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What is Being Supported Varies

• Individual or Team
• Tasks
• Activities
• Processes
• Workflow
• Workflow based systems are software
  applications... But the key is the integration of
  other resources makes it support for learning and
  performance

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Current State Independent Resources
People
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Getting to Performance
Performance Stimulus
Goals
R E L A T I O N S H I P S
Processes
Systems

• Performance requires...
• Identification and synthesis
• of relevant variables
• Selection of correct processes
• based on the data
• Focused, filtered, well-
• represented knowledge
• mapped to process

Tools
Concepts
Data
Rules
Products
Laws
People
History
Procedures
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As-Is Information Environment
Finance
Product Lookup
Finance
Incentive Information
Web Based
Server Based
Order Fulfillment
Producers in Silos
Stock, Sold, Order Processing/Tracking
The Performer
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Sales Inventory Planning
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Sales Inventory Planning
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The Performance/Learning Cycle

• Examples
• Instruction
• Demonstrations
• Illustrations

• Process Support
• Wizards
• Templates
• Variable Manipulators
• Task automation tools

Learning
Doing
Collaborating

• Peers
• Experts

Referencing

• Content Resources
• People
• Data

Courtesy of Ariel Performance Centered Systems,
Inc. Cincinnati, OH www.arielpcs.com
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Progressive Trends

• Making resources available
• Help systems, instruction, FAQs, etc.
• Filtering and linking resources
• Context, Task, Role
• Embedding resources into computer displays
• Fusing
• Example progression of Turbo Tax....

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Future Create a Space to Live In

• A home for work
• Fully integrated resources
• Only have to leave for unusual things
• Make life easier
• Fully accommodate performer needs

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Project Management Portal Integrating Data, Tools
and Information within the Task Flow
Project Central
Tasks
Add a Task
Estimate a Rough Cost Investigate
material selection Build a breadboard model
Select the phase to view the associated tasks.
Select each task to receive options.
timeline

Open Issues
Add an Issue
Concept June July
May
Bubbles need to be larger re tried
widening nostrils no luckBill S. re
consider soapier bubblesBud K. Pony isnt
cute enough for tomorrows showLynne C. re
I painted the eyes blue!Bill S. re Look at
Jim Willis Bucking Bronco from last
year.Lynne C.
SelectionJune 23, 2000
Working ReviewMay 1, 2000
Ideate Concepts Identify Features Estimate a
Rough Cost Conduct Competitive Research Sketch
Ideas Research Past Projects
Courtesy of Ariel Performance Centered Systems
Go to Calendar view
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Visual representation of complex underlying
business results data
Represents business data with graphics
Provides layered details
Uses color coded indicators
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Professional ServicesContinuing Professional
Education Tracking
After

• Personalized, web-based entry of CPE requests
• Quick reference for critical measures
• Robust query and reporting feature for complete
  visibility of all history and status
• Common, familiar CPE Credit Request metaphor
  for visual display of information

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Professional ServicesContinuing Professional
Education Tracking
After

• Structured support interface for completing the
  right information
• Direct input, Form view for experienced
  Requesters
• Design and navigation derived from users model
  of the work
• Predicted questions and proactive support for
  known areas

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Filtration

• Mapping goals, tasks, processes, content, data,
  tools and tasks to profiled user groups and
  individuals and tasks
• appropriate to identified
• user attributes
• tasks
• filters defined by organization, user or both
• role, organization, location, job grade,
  security, etc.

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Integration Within a Site

• Bringing resources together to
• minimize expertise/knowledge requirements
• navigation
• synthesis
• Example mapping knowledge to process or task so
  users can access filtered content while doing a
  given task. Integration combined with increasing
  task or process focus is among the most powerful
  results to achieve.

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Goals

• Create consistent, explicit, integrated
  extensible portals
• Establish momentum
• Balance structure and freedom
• Immediate use with little/no learning required
• Simple navigation to related resources
• Reusable content, tools, code, etc.
• Provide process support
• Rapid development
• Simple maintenance content, systems,
  operations, relationships
• Focus on what users need -- not gratuitous
  elements
• Meeting present and future organizational needs
• Meet the needs of multiple users duality of
  needs
• Developing and maintaining a community of
  practice to achieve integration achieve blending