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Text Box: leveraging know-how for performance! TM

The Library

One of the oldest ways of capturing and sharing information is by writing. Over the years, we have written about ideas, experiences, and "watch-out-fors" so we could share them with others, and help others avoid having to learn the same lesson twice!

Resources are available via PDF files. You must have the Adobe Reader to view/download these files. If you do not have this installed, you may download it here.
 

To Contact Us

20 Danada Square West, #102
Wheaton, IL 60187
phone: 630.682.1649
email: info@prhconsulting.com

   

Articles
Below is a list of articles addressing various topics related to improving human performance through training, qualification, measurement, and support tools. In other words, how to leverage know-how for performance. We hope you find them to be useful.

Please select the type of article you are looking for:

Human Performance Support Systems

  • "Systems That Help People Get Work Done," by Peter R. Hybert, (originally authored in 1995)

  • "Aligning Multiple Human Resource-Related Initiatives," by Peter R. Hybert, (originally authored in 1999)

Training & Knowledge Management

  • “Give Customers What They Meant to Ask For: Designing Training Systems at Three Levels," by Peter R. Hybert (originally published in Performance Improvement, October 2001)

  • “Performance-based Training is (a Little) Harder to Do,” by Peter R. Hybert (originally published in Pursuing Performance in 2001)

  • “Choosing Training Delivery Media,” by Peter R. Hybert (originally published in Performance Improvement, May/June 2000)

  •  "Why Performers Need to Know Why," (extended version of an article originally published in Building Capability, Volume 1, Issue 1, March 2005)

  • "Are We Having Fun Yet?" (extended version of an article originally published in Building Capability, Volume 2, Issue 1, January 2006)

  • "Transferring Know-How Using a Methodology" (extended version of an article originally published in Building Capability, Volume 2, Issue 2, April 2006)

Qualification/Certification

  • "It Only Counts if You can do the Job!," by Peter R. Hybert and Kelly R. Smith (originally authored in 1999)

  • "Project Profile: Developing a Qualification Catalog for an Engineering Organization," by Peter R. Hybert (originally authored in 1999)

Content Management and Simulation Development

  • "Project Profile: Developing a Computer-based Call Simulator System and Training or 'High-Five Me, I Sold Voicemail!'" by Peter R. Hybert (originally authored in 2001)
  • “Simulation for Corporate Training,” by Peter R. Hybert (originally published in Pursuing Performance, 1995)

Other Topics and/or Sources

  • ISPI recently partnered with Pfeiffer to produce a three-volume set of textbooks on performance improvement.
     
  • In Volume 3: Measurement and Evaluation is a chapter titled  "Testing Strategies," focusing on why and how you should use performance testing in place of knowledge testing where possible authored by Peter R. Hybert.

    ISBN: 978-0-470-52543-2
    Hardcover
    1492 pages (all three volumes)
    December 2009, Pfeiffer
  • "Choosing Training Delivery Media" and "Give Customers What They Meant to Ask For--Designing Training Systems at Three Levels," both by Peter R. Hybert,  were selected for inclusion in the book "Instructional Systems Design Revisited" published by ISPI in 2003. The book is a compendium of articles published in ISPI's journal "Performance Improvement" by a number of authors.

    ISBN 1-890289-14-0
    ISPI No. 5104
    386 pages
  • The article "Five Ways to Improve the Contracting Process" by Peter R. Hybert, was selected for inclusion in the 1997 edition of "The Quality Yearbook" which contains a number of selected articles from the quality field. Published in 1997.

    ISBN 0070244561
    787 pages
  • "HPT, ISD--The Challenge of Clear Boundaries in an Evolving Discipline," by Peter R. Hybert, published in Performance & Instruction (February 2003)

  • “Give Customers What They Meant to Ask For--Designing Training Systems at Three Levels,” by Peter R. Hybert, published in Performance & Instruction (October 2001)
  • “Choosing Training Delivery Media,” by Peter R. Hybert, published in Performance & Instruction (May/June 2000)
  • “Training Strategies for Small Target Audiences,” by Peter R. Hybert, available on the CISPI Website at www.cispi.com (originally authored in 1996)  
  • “Five Ways to Improve the Contracting Process," by Peter R. Hybert, published in Quality Progress (February 1995)
  •  “Beyond the Buzzwords—TQM, HPT, and Shareholder Value,” co-authored by Peter R. Hybert, published in Performance & Instruction (February 1995)
  • “Managing the Interaction of People with Your Product,” by Peter R. Hybert, published in Quality Progress (July 1994)


Project Profiles

Title Type  
  • “Competitive Learning Curve Cycle Time,” by Peter R. Hybert and Kelly R. Smith (originally authored in 1998)
Qualification System
  • “Simultaneously Redesigning Call Center Processes and Training,” by Peter R. Hybert
Analysis/Design
  • “Designing and Implementing a Performance-based Curriculum Architecture for Retail Managers,” by Peter R. Hybert (originally authored in 2000)
Curriculum Architecture
  • "Developing a Computer-based Call Simulator System and Training or 'High-Five Me, I Sold Voicemail!'," by Peter R. Hybert (originally authored in 2002)
Simulation
  • "Cracking the Tax(onomy) Code," by  Peter R. Hybert (February 2005)
Knowledge Management
  • "Designing a Performance Measurement System" by  Peter R. Hybert (January 2006)
Measurement System
  • "Developing a Qualification Catalog for an Engineering Organization" by  Peter R. Hybert (January 2006)
Qualification System
  • "Capturing and Transferring a Methodology" by  Peter R. Hybert (April 2006)
Custom Training Development

Coming Soon: Special Interest Topic Article Series
These bundled articles focus on a particular business area or technical topic. They have each evolved over the course of several projects and represent our understanding of best practices, where there are potential improvement opportunities, and the common roadblocks. 

Because of the specific information and detail, we are planning to charge a fee for these packages (to be determined). 

If you are interested, please email or call.
 
Article Series Contents Current Progress
Designing Systems That Help Get Work Done To be determined In-progress
Supporting Call Center Performance
  • "How can I provide you with excellent service today?
  • Why your call center needs a call flow model
  • Accelerating the learning curve to improve job readiness
  • Project Profile: Simultaneously redesigning call center processes and training
  • Managing the content inventory to maximize sharing and minimize maintenance
  • Project Profile: Computer-based call center performance simulation...or..."I Sold Voicemail!"
41 pages
Supporting the Introduction of New Products, Systems, and Tools To be determined In-progress
Using Simulations to Teach and Improve Performance To be determined In-progress

 

 

 

 


 

Our approach is to understand the work and what is needed (e.g., knowledge, skills, information, tools, etc.) and then design a solution that fits the project goals and constraints.

 

 

 

 

 

 

 

Performance-based qualification means you can verify that your employees can do the job, not just that they know things!

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