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PYTP 520 Improving Human Performance 3 (3-0)
Applying a systematic process of discovering and analyzing human performance gaps; planning
for future improvements in human performance; designing and developing cost-effective and
ethically justifiable solutions to close performance gaps; partnering with the customer when
identifying the opportunity and the solution; implementing the solution; monitoring the change;
evaluating the results.
PLEASE NOTE: This information is based in part on ASTD Models for Human Performance
Improvement (Rotbwell, 1996 and 2000).
Content
 Human performance improvement discipline, including the mindset, vision, culture, and
goals
 Performance analysis and organizational analysis
 Front-end analysis
 Approaches for selecting performance-improvement solutions
 Change management theory
 Measurement and evaluation methods and theory
 Facilitation methods
 Project management tools and techniques
 Evaluation methods and theory
 Communication channel, informal network, and alliance
 Group dynamics process
 Human Performance Improvement model
 Systems thinking and theory
 Questioning techniques.
Objectives and Application of Content
Analyzes systems - Identifies inputs, throughputs, and outputs of a subsystem, system, or
supra-system, and applies that information to improve human performance; realizes the
implications of solutions on many parts of an organization, a process, or an individual, and takes
steps to address any side effects of human performance improvement solutions; evaluates how
organizational politics may affect performance.
Conducts performance analysis - Compares actual and ideal performance; identifies
performance gaps or opportunities; identifies who is affected by the performance gap and
conditions that affect performance.
Conducts cause analysis - Identifies the root causes of a past, present, or future performance
gap; clarifies the real problem underlying the need for the performance improvement; breaks
down the components of a larger whole; examines work environments for issues or
characteristics that affect human performance.
Gathers data - Gathers pertinent information to stimulate insight in individuals and groups
through use of general research methods, interviews, and other data-gathering techniques.
Identifies the customer - Identifies the real customer rather than just assuming the individual
requesting help is the customer.
Incorporates customer/stakeholder needs - Partners with the customer/stakeholder to clarify
needs, business goals, and objectives; agrees on desired results and gains agreement on how
those results can be achieved efficiently and effectively.
Selects solutions - Selects appropriate human performance improvement solutions that
address the root cause(s) of performance gaps rather than symptoms or side effects.
Manages and implements projects - Identifies sponsors or champions to help ensure
successful project implementation; sources work, budgets, plans and organizes, manages, and
executes complex performance improvement projects.
Builds and sustains relationships - Builds credibility and trust with the client based on
knowledge and understanding of the business; partners and collaborates with the client on an
ongoing basis to maintain a sustained business relationship.
Evaluates results against organizational goals - Assesses how well the results of a human
performance improvement solution match intentions; ensures that goals are converted
effectively into actions to close existing or pending performance gaps; obtains results despite
conflicting priorities, lack of resources, or ambiguity; links human performance improvement to
organizational goals.
Monitors change - Monitors the human performance improvement solutions as they are being
implemented; assess how changing conditions inside and outside the organization affect or
impact the solution.
Uses feedback skills - Collects information about performance and feeds it back clearly,
specifically, and on a timely basis to affected individuals or groups.
Sample Outputs
 Analysis data and recommendations
 Data collection tools
 Action plans
 Solution designs
 Evaluation reports
 List of root causes
 Performance metrics
 Risk-management reports
 Systems flowcharts
 Project reports
 Project plans
 Evaluation plans.