LIKE A DOCTOR ARMED WITH A DIAGNOSIS, A PERFORMANCE TECHNOLOGIST IDENTIFIES A PROBLEM OR OPPORTUNITY, then prescribes the most effective course of treatment. When the diagnosis is a lack of skills or knowledge, the remedy will likely include information or training. Examining how the knowledge or skills will be used in the workplace helps identify the best solution.

Hightech Hospital identifies an opportunity to become the world's leading provider of brain transplants. A careful analysis of the existing situation reveals just one barrier to meeting this goal; there are no brain surgeons for hire. Hospital administrators realize they'll have to work with the current staff.

A performance technologist is brought in to transform Doctor Bob into Brain Surgeon Bob by creating an effective training program.

DIAGNOSIS: LACK OF SKILLS
SOLUTION: TRAINING

Training is the best course of action when employees need to learn new skills, refresh existing skills or when very fluid performance is essential.Types of training include:

• Traditional "hands-on" training in classes or workshops
• Computer-based training (CBT)
• Simulations 
  

The 4th floor nursing station has a serious problem. A recent inventory revealed that significant quantities of controlled substances are missing from the supply room. Why? An investigation reveals that Nurse Nancy can't operate the new security system. Hospital administrators are perplexed. She just completed training on the system---so why can't she use it?

The resident performance technologist identifies the cause of the problem: Nurse Nancy just can't remember the procedure for arming the new security system.

DIAGNOSIS: PERFORMANCE PROBLEM
SOLUTION: INFORMATION

Training is costly and time consuming. Job Aids and Electronic Performance Support Systems (EPSS) provide needed information before and during performance when

• Consequences of poor performance are severe
• The job consists of a complex series of steps
• The steps are unchanging over time
• The job is infrequently performed

Kendra Sheldon, MA ，Instructional Designer