In this issue:
1. What is Performance Consulting?
2. The knowledge network: Establishing knowledge management as means of organizational innovation for ERP implementation
3. Leonard Nimoy Trivia Contest - Third Installment
4. Your Professional and Continuing Education
1. What is Performance Consulting?
by Sheila A. Christy, Education & Consulting, University of Missouri Health Science Center, http://web.hsc.missouri.edu/ecs
Performance consulting focuses on what people must do in their jobs (performance needs) rather than on what they must learn. Performance needs are the on-the-job behavioral requirements of people who are performing a specific job. Therefore, performance consulting is the process by which we can work with management and others to identify and achieve performance excellence.
Performance needs should be directly linked to the mission and goals of the organization. Goals and missions for a unit, department, or organization are business needs. Each business need can be measured in quantifiable terms. For example, a service organization can be measured in revenue, response time, customer satisfaction or return visits. Is there a deviation (GAP) between what should be occurring and what is actually occurring?
The process of determining causes of performance gaps and then implementing interventions to maximize employee performance to the organization are the work of consultants. The signs and symptoms that trigger performance consultation in a department, unit, or organization are:
* Missed deadlines
* Not meeting organization goals
* Not meeting quality standards
* Consuming more resources to get the job done
* Projects regularly over budget
* High employee turnover
* Customer dissatisfaction
For a performance consultant to be effective, she/he needs to develop four sets of skills: human performance technology, business knowledge (of the organization), team building skills, and consulting skills. Performance Consultants are in the business to assist clients in diagnosing and addressing performance needs.
Come learn about performance consulting at the Computer Trainers' Summer Camp Session 805, "Performance Consulting: The New Face of Training," at Computer Training World (CTW) 2000. This year CTW is three-conferences-in-one August 21-23, 2000, in San Francisco, CA, USA. Visit http://www.influent.com/ctw2000 for complete details.
2. The knowledge network: Establishing knowledge management as means of organizational innovation for ERP implementation
by Dr. Eric Scherer, intelligent systems solutions (i2s), http://www.i2s-consulting.com
While several purely soft approaches to organizational innovation fail to have a sustainable impact on the operational business level, Enterprise-wide Resource Planning (ERP) implementation does. ERP changes the way we work, it also changes the way we think.
Traditionally, the tasks of systems training, cultural change management and help desk activities are organized separately with the responsibilities split between IT and business. Still they all present core means to handle organizational knowledge and establish the best practices for everyday tasks. Thus, the implementation of ERP software packages should be considered the major driving force of organizational innovation.
A close look at IT implementation projects as a means to establish an integrated knowledge for operational business levels seems promising. A successful approach is the introduction of a knowledge network, allowing an integrated approach to knowledge management. Here all knowledge generating and distributing activities of an ERP implementation project are combined. Its major task is to socialize the system, to give it a human image and to improve its daily usage. Thus the knowledge network not only delivers traditional knowledge products such as formal training, but also aims at building a space of interaction between the users themselves. Means are not only internet and the Web, but also team sessions and quality circles. The knowledge network concept thereby bridges the gaps between project marketing and communication, end-user training, hotline and Help desk activities and continuous systems improvement.
Learn more about establishing knowledge management as means of organizational innovation in session 207, "The Knowledge Network: Knowledge Generation for ERP Implementations and Operations," during The ERP and Large Systems Training Conference at Computer Training World 2000, August 21-23, 2000, San Francisco, CA, USA. Visit http://www.influent.com/ctw2000 for complete conference and session details.
3. Leonard Nimoy Trivia - Third Installment
As we are honored that Mr. Nimoy will be sharing his thoughts as keynote speaker at Computer Training World 2000, we thought it fitting to have Leonard Nimoy trivia in each issue leading up to the Conference. So, let the trivia continue!
Email your answers to mailto:rsmith@influent.com. You need to answer all questions in the four part series (points may be given for creative -- if inaccurate -- responses). Make sure your name and email address is included with your response. The people with the most points at the end of the contest will win fabulous prizes... Winners will be announced in the 9/6/00 issue of Influential Trends.
Trivia Question #5: What item on the Star Trek uniform determines rank?
Trivia Question #6: What is the name of Nimoy's online company Web site?
4. Your Professional and Continuing Education
Here are upcoming events for your continuing education and professional development you won't want to miss!
Computer Training World 2000
*Three-Conferences-in-One* format
The ERP and Large Systems Training Conference, Technology Training Management Conference, and The Computer Trainers' Summer Camp
August 21-23, 2000, San Francisco, CA
THE event for the computer/technology training profession. This is the event to help you find your way through the issues of rapidly changing technology roll-outs, move from classroom to technology-delivered instruction, and address certification, outsourcing, and retraining staff challenges. CTW is the ONLY event specifically targeted to those in the computer training industry. See http://www.influent.com/ctw2000.
