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Home Lean Six Sigma Performance Support-ontwerpprincipes volgens Bob Mosher & Conrad Gottfredson
Performance Support-ontwerpprincipes volgens Bob Mosher & Conrad Gottfredson

performance support werkplekleren workflow bob mosher conrad gottfredson

Bob Mosher en Conrad Gottfredson beschrijven in hun boek Innovative Performance Support - Strategies and Practices for Learning in the Workflow een aantal ontwerpprincipes en ontwikkelstrategieën die je helpen bij het bouwen van effectieve Performance Support-oplossing:

process proces backbone performane support

What you need to know


Sidekicks, planners, and quick-checks

... The time during performance has been the primary focus of Performance Support for decades. Allison Rossett, in her book Job aids and Performing Support: moving from knowledge in the classroom to knowledge everywhere, has called the solutions we build to support performers during this moment of time "sidekicks". One example of a sidekick is an online help system that provides the steps to follow while completing a specific task Another example might be a checklist.

Rossett has also introduced another time phase of Apply: the need to plan prior to actually performing. She calls these kind of performer support solutions "planners".  ... A planner could provide you the option to review, at a high level, the principles introduced in the course with links to all legal guidelines including highlighting those that have changed since you took the course. This performer support planner might also provide you the option to dive deeper into any principle including e-learning video bursts demonstrating each of the principles.

The third time phase of Apply is a critical area for any organization interested in continuous performance improvement. In this phase, following the actual act of Apply, performers conduct an assessment called a quick-check.


Overarching design principles

An effective job aids requires more than the right content in the right form (for example, paper, mobile device, or Web page). A job aid is usable to the degree that it can be readily scanned, quickly read, and comprehended appropriately. If performers must labor to achieve this, many will opt to go elsewhere for their Performance Support.
There is much you can do to help performers rapidly grasp what they need to obtain from a job aid. Typography and graphics can help performers achieve greater understanding in less time if used appropriately.

... To make a job aid as usable as possible, you should take the following steps:

  • Incorporate structured writing
  • Write simply
  • Use typography to enhance readability
  • Establish proper graphic conventions

Guidelines for designing job aids for troubleshooting

The moment of Solve requires job aids that support the skill of troubleshooting. Often these PS tools need to help performers diagnose the cause of a problem and ascertain the solution. [A way of] doing this is to identify the most common questions and/or challenges that performers face in a specific performance area. Provide an explanation with a solution.
  • Provide decision trees
  • Provide trouble shooting tips
  • Provide links to troubleshooting concepts

Guidelines for designing learning bursts

A learning burst is a short training segment that focuses on a single concept or task. It can be combined with other bursts to become a complete learning module. Learning bursts can exist in different form factors: e-learning (internet, mobile), video, audio, recorded virtual instructor-led training (VILT), and annotated simulations.
Learning bursts support performers at the moment of Apply when they need to learn something New or learn More, or in some cases to rembemer.

Guidelines for making reference information accessible

There are times when the moment of Apply doesn't require a planner, sidekick, or quick-check. All that is needed to ensure effective performance is access to the right information. In these instances, performers have the skills, but the information required to complete the task has changed or was never internalized because it is always changing, too vast, or infrequently needed. Whatever the reason, many times performance needs information that the performers lack. In these instances the Performance Support strategy needs to provide intuitive access to the right content in the right form.

Zie ook:

Alias: Werkplekleren

Bron: Innovative Performance Support - Strategies and Practices for Learning in the Workflow, Conrad Gottfredson, Bob Mosher


Laatst aangepast op zaterdag, 20 februari 2021 19:25  

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