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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
Training
& Knowledge Management
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"Why
Performers Need to Know Why," (extended
version of an article originally published in Building Capability,
Volume 1, Issue 1, March 2005)
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"Are We Having Fun Yet?" (extended version of an
article originally published in Building Capability, Volume 2,
Issue 1, January 2006)
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"Transferring Know-How Using a Methodology" (extended version of an
article originally published in Building Capability, Volume 2,
Issue 2, April 2006)
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Qualification/Certification
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)
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- “Simulation for Corporate Training,” by Peter
R. Hybert (originally published in Pursuing Performance,
1995)
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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
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- "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
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- 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
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"HPT, ISD--The
Challenge of Clear Boundaries in an Evolving Discipline," by Peter R.
Hybert, published in Performance & Instruction (February 2003)
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- “Give Customers
What They Meant to Ask For--Designing Training Systems at Three Levels,”
by Peter R. Hybert, published in Performance & Instruction (October 2001)
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- “Choosing
Training Delivery Media,” by Peter R. Hybert, published in Performance &
Instruction (May/June 2000)
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- “Training
Strategies for Small Target Audiences,” by Peter R. Hybert, available on
the CISPI Website at
www.cispi.com (originally authored in 1996)
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- “Five Ways to
Improve the Contracting Process," by Peter R. Hybert, published in Quality
Progress (February 1995)
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- “Beyond the
Buzzwords—TQM, HPT, and Shareholder Value,” co-authored by Peter R.
Hybert, published in Performance & Instruction (February 1995)
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- “Managing the
Interaction of People with Your Product,” by Peter R. Hybert, published in
Quality Progress (July 1994)
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Project Profiles
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Title |
Type |
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- “Competitive Learning Curve Cycle Time,” by Peter R. Hybert and
Kelly R. Smith (originally authored in 1998)
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Qualification System |
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- “Simultaneously Redesigning Call Center Processes
and Training,” by Peter R. Hybert
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Analysis/Design |
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- “Designing and Implementing a Performance-based Curriculum
Architecture for Retail Managers,” by Peter R. Hybert (originally
authored in 2000)
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Curriculum
Architecture |
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- "Developing a Computer-based Call Simulator System and Training or
'High-Five Me, I Sold Voicemail!'," by
Peter R. Hybert (originally authored in 2002)
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Simulation |
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- "Cracking the Tax(onomy) Code,"
by Peter R. Hybert
(February 2005)
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Knowledge
Management |
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- "Designing a Performance
Measurement System"
by Peter R. Hybert
(January 2006)
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Measurement
System |
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- "Developing a Qualification Catalog for an Engineering Organization"
by Peter R. Hybert
(January 2006)
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Qualification System |
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- "Capturing and Transferring a
Methodology"
by Peter R. Hybert
(April 2006)
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Custom
Training Development |
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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.
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Article Series |
Contents |
Current Progress |
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Designing Systems That
Help Get Work Done |
To be
determined |
In-progress |
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Supporting Call Center
Performance |
- "How
can I provide you with excellent service today?
- Why
your call center needs a call flow model
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Accelerating the learning curve to improve job readiness
- Project
Profile: Simultaneously redesigning call center processes and training
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Managing the content inventory to maximize sharing and minimize
maintenance
- Project
Profile: Computer-based call center performance simulation...or..."I
Sold Voicemail!"
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41 pages |
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Supporting the
Introduction of New Products, Systems, and Tools |
To be
determined |
In-progress |
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Using Simulations to
Teach and Improve Performance |
To be
determined |
In-progress |
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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! |
