MidtermChapter8

CHAPTER 8: DESIGNING AND DEVELOPING STRUCTURE/PROCESS INTERVENTIONS
 * [[file:Chapter 8.docx]]

KEY POINTS ** ® The HPI practitioner should always start by conducting a //gap analysis// to determine the current level of organizational performance compared against the desired level of performance. ® Examples of organizational systems include //management systems, HR systems, financial systems, political systems, and social systems//. ® Process-level interventions can have the most immediate effect on the performance of an organization or job performer ® Four basic components - //(1) inputs, (2) process controls, (3) outputs, and (4) resources// – comprise a process ® A good job performer when pitted against a bad system or process will fail every time. · The org structure //establishes the operating parameters// of the organization and its personnel · Determine the overall effectiveness and efficiency of an organization: o <span style="font-family: 'Arial Narrow','sans-serif';">Degree of controls <span style="font-family: 'Courier New'; mso-fareast-font-family: 'Courier New'; msofareastfontfamily: 'Courier New'; msolist: Ignore;">o <span style="font-family: 'Arial Narrow','sans-serif';">Hierarchy model <span style="font-family: 'Courier New'; mso-fareast-font-family: 'Courier New'; msofareastfontfamily: 'Courier New'; msolist: Ignore;">o <span style="font-family: 'Arial Narrow','sans-serif';">Standardization of process <span style="font-family: Symbol; font-size: 12pt; mso-bidi-font-family: Symbol; mso-bidi-font-size: 11.0pt; mso-fareast-font-family: Symbol; msobidifontfamily: Symbol; msobidifontsize: 11.0pt; msofareastfontfamily: Symbol; msolist: Ignore;">· <span style="font-family: 'Arial Narrow','sans-serif';">Start by conducting a gap analysis <span style="font-family: 'Courier New'; mso-fareast-font-family: 'Courier New'; msofareastfontfamily: 'Courier New'; msolist: Ignore;">o <span style="font-family: 'Arial Narrow','sans-serif';">Determine the current level of organizational performance <span style="font-family: 'Courier New'; mso-fareast-font-family: 'Courier New'; msofareastfontfamily: 'Courier New'; msolist: Ignore;">o <span style="font-family: 'Arial Narrow','sans-serif';">Focus should involve assessing the overall organizational culture, politics, and business goals <span style="font-family: 'Courier New'; mso-fareast-font-family: 'Courier New'; msofareastfontfamily: 'Courier New'; msolist: Ignore;">o <span style="font-family: 'Arial Narrow','sans-serif';">Solid baseline of current performance levels should be developed <span style="font-family: Symbol; font-size: 12pt; mso-bidi-font-family: Symbol; mso-bidi-font-size: 11.0pt; mso-fareast-font-family: Symbol; msobidifontfamily: Symbol; msobidifontsize: 11.0pt; msofareastfontfamily: Symbol; msolist: Ignore;">· <span style="font-family: 'Arial Narrow','sans-serif';">Examples of Org-level interventions: <span style="font-family: 'Courier New'; mso-fareast-font-family: 'Courier New'; msofareastfontfamily: 'Courier New'; msolist: Ignore;">o <span style="font-family: 'Arial Narrow','sans-serif';">Work redesign <span style="font-family: 'Courier New'; mso-fareast-font-family: 'Courier New'; msofareastfontfamily: 'Courier New'; msolist: Ignore;">o <span style="font-family: 'Arial Narrow','sans-serif';">Reengineering <span style="font-family: 'Courier New'; mso-fareast-font-family: 'Courier New'; msofareastfontfamily: 'Courier New'; msolist: Ignore;">o <span style="font-family: 'Arial Narrow','sans-serif';">Change management <span style="font-family: 'Courier New'; mso-fareast-font-family: 'Courier New'; msofareastfontfamily: 'Courier New'; msolist: Ignore;">o <span style="font-family: 'Arial Narrow','sans-serif';">System engineering <span style="font-family: 'Courier New'; mso-fareast-font-family: 'Courier New'; msofareastfontfamily: 'Courier New'; msolist: Ignore;">o <span style="font-family: 'Arial Narrow','sans-serif';">Job design or redesign <span style="font-family: 'Courier New'; mso-fareast-font-family: 'Courier New'; msofareastfontfamily: 'Courier New'; msolist: Ignore;">o <span style="font-family: 'Arial Narrow','sans-serif';">OD activities <span style="font-family: Wingdings; mso-bidi-font-family: Wingdings; mso-fareast-font-family: Wingdings; msobidifontfamily: Wingdings; msofareastfontfamily: Wingdings; msolist: Ignore;">§ <span style="font-family: 'Arial Narrow','sans-serif';">Team building <span style="font-family: Wingdings; mso-bidi-font-family: Wingdings; mso-fareast-font-family: Wingdings; msobidifontfamily: Wingdings; msofareastfontfamily: Wingdings; msolist: Ignore;">§ <span style="font-family: 'Arial Narrow','sans-serif';">Participative management <span style="font-family: Symbol; font-size: 12pt; mso-bidi-font-family: Symbol; mso-bidi-font-size: 11.0pt; mso-fareast-font-family: Symbol; msobidifontfamily: Symbol; msobidifontsize: 11.0pt; msofareastfontfamily: Symbol; msolist: Ignore;">· <span style="font-family: 'Arial Narrow','sans-serif';">Examples: <span style="font-family: 'Courier New'; mso-fareast-font-family: 'Courier New'; msofareastfontfamily: 'Courier New'; msolist: Ignore;">o <span style="font-family: 'Arial Narrow','sans-serif';">Management Systems <span style="font-family: 'Courier New'; mso-fareast-font-family: 'Courier New'; msofareastfontfamily: 'Courier New'; msolist: Ignore;">o <span style="font-family: 'Arial Narrow','sans-serif';">HR Systems <span style="font-family: 'Courier New'; mso-fareast-font-family: 'Courier New'; msofareastfontfamily: 'Courier New'; msolist: Ignore;">o <span style="font-family: 'Arial Narrow','sans-serif';">Financial Systems <span style="font-family: 'Courier New'; mso-fareast-font-family: 'Courier New'; msofareastfontfamily: 'Courier New'; msolist: Ignore;">o <span style="font-family: 'Arial Narrow','sans-serif';">Political Systems <span style="font-family: 'Courier New'; mso-fareast-font-family: 'Courier New'; msofareastfontfamily: 'Courier New'; msolist: Ignore;">o <span style="font-family: 'Arial Narrow','sans-serif';">Social Systems <span style="font-family: Symbol; font-size: 12pt; mso-bidi-font-family: Symbol; mso-bidi-font-size: 11.0pt; mso-fareast-font-family: Symbol; msobidifontfamily: Symbol; msobidifontsize: 11.0pt; msofareastfontfamily: Symbol; msolist: Ignore;">· <span style="font-family: 'Arial Narrow','sans-serif';">ISO standard is based on //8 core principles//: <span style="font-family: 'Arial Narrow','sans-serif'; mso-bidi-font-family: 'Arial Narrow'; mso-fareast-font-family: 'Arial Narrow'; msobidifontfamily: 'Arial Narrow'; msofareastfontfamily: 'Arial Narrow'; msolist: Ignore;">1. <span style="font-family: 'Arial Narrow','sans-serif';">Customer-focused organization <span style="font-family: 'Arial Narrow','sans-serif'; mso-bidi-font-family: 'Arial Narrow'; mso-fareast-font-family: 'Arial Narrow'; msobidifontfamily: 'Arial Narrow'; msofareastfontfamily: 'Arial Narrow'; msolist: Ignore;">2. <span style="font-family: 'Arial Narrow','sans-serif';">Leadership <span style="font-family: 'Arial Narrow','sans-serif'; mso-bidi-font-family: 'Arial Narrow'; mso-fareast-font-family: 'Arial Narrow'; msobidifontfamily: 'Arial Narrow'; msofareastfontfamily: 'Arial Narrow'; msolist: Ignore;">3. <span style="font-family: 'Arial Narrow','sans-serif';">Involvement of people <span style="font-family: 'Arial Narrow','sans-serif'; mso-bidi-font-family: 'Arial Narrow'; mso-fareast-font-family: 'Arial Narrow'; msobidifontfamily: 'Arial Narrow'; msofareastfontfamily: 'Arial Narrow'; msolist: Ignore;">4. <span style="font-family: 'Arial Narrow','sans-serif';">Process approach <span style="font-family: 'Arial Narrow','sans-serif'; mso-bidi-font-family: 'Arial Narrow'; mso-fareast-font-family: 'Arial Narrow'; msobidifontfamily: 'Arial Narrow'; msofareastfontfamily: 'Arial Narrow'; msolist: Ignore;">5. <span style="font-family: 'Arial Narrow','sans-serif';">System approach to management <span style="font-family: 'Arial Narrow','sans-serif'; mso-bidi-font-family: 'Arial Narrow'; mso-fareast-font-family: 'Arial Narrow'; msobidifontfamily: 'Arial Narrow'; msofareastfontfamily: 'Arial Narrow'; msolist: Ignore;">6. <span style="font-family: 'Arial Narrow','sans-serif';">Continuous improvement <span style="font-family: 'Arial Narrow','sans-serif'; mso-bidi-font-family: 'Arial Narrow'; mso-fareast-font-family: 'Arial Narrow'; msobidifontfamily: 'Arial Narrow'; msofareastfontfamily: 'Arial Narrow'; msolist: Ignore;">7. <span style="font-family: 'Arial Narrow','sans-serif';">Factual approach to decision making <span style="font-family: 'Arial Narrow','sans-serif'; mso-bidi-font-family: 'Arial Narrow'; mso-fareast-font-family: 'Arial Narrow'; msobidifontfamily: 'Arial Narrow'; msofareastfontfamily: 'Arial Narrow'; msolist: Ignore;">8. <span style="font-family: 'Arial Narrow','sans-serif';">Mutually beneficial supplier relationships <span style="font-family: Symbol; font-size: 12pt; mso-bidi-font-family: Symbol; mso-bidi-font-size: 11.0pt; mso-fareast-font-family: Symbol; msobidifontfamily: Symbol; msobidifontsize: 11.0pt; msofareastfontfamily: Symbol; msolist: Ignore;">· <span style="font-family: 'Arial Narrow','sans-serif';">A system has definitive outputs <span style="font-family: Symbol; font-size: 12pt; mso-bidi-font-family: Symbol; mso-bidi-font-size: 11.0pt; mso-fareast-font-family: Symbol; msobidifontfamily: Symbol; msobidifontsize: 11.0pt; msofareastfontfamily: Symbol; msolist: Ignore;">· <span style="font-family: 'Arial Narrow','sans-serif';">System outputs are at a higher org level <span style="font-family: Symbol; font-size: 12pt; mso-bidi-font-family: Symbol; mso-bidi-font-size: 11.0pt; mso-fareast-font-family: Symbol; msobidifontfamily: Symbol; msobidifontsize: 11.0pt; msofareastfontfamily: Symbol; msolist: Ignore;">· <span style="font-family: 'Arial Narrow','sans-serif';">Can have the most immediate effect on the performance of an org, dept, or job performer <span style="font-family: Symbol; font-size: 12pt; mso-bidi-font-family: Symbol; mso-bidi-font-size: 11.0pt; mso-fareast-font-family: Symbol; msobidifontfamily: Symbol; msobidifontsize: 11.0pt; msofareastfontfamily: Symbol; msolist: Ignore;">· <span style="font-family: 'Arial Narrow','sans-serif';">Begins with a process-level gap analysis <span style="font-family: 'Courier New'; mso-fareast-font-family: 'Courier New'; msofareastfontfamily: 'Courier New'; msolist: Ignore;">o //<span style="font-family: 'Arial Narrow','sans-serif';">Identifies //<span style="font-family: 'Arial Narrow','sans-serif';"> the component or components of a process that need attention <span style="font-family: 'Courier New'; mso-fareast-font-family: 'Courier New'; msofareastfontfamily: 'Courier New'; msolist: Ignore;">o <span style="font-family: 'Arial Narrow','sans-serif';">Provides you with the critical baseline data needed to gauge the //return-on-investment// of the interventions applied by the HPI practitioner <span style="font-family: Symbol; font-size: 12pt; mso-bidi-font-family: Symbol; mso-bidi-font-size: 11.0pt; mso-fareast-font-family: Symbol; msobidifontfamily: Symbol; msobidifontsize: 11.0pt; msofareastfontfamily: Symbol; msolist: Ignore;">· <span style="font-family: 'Arial Narrow','sans-serif';">Building Blocks for a Process <span style="font-family: 'Courier New'; mso-fareast-font-family: 'Courier New'; msofareastfontfamily: 'Courier New'; msolist: Ignore;">o **<span style="color: #c00000; font-family: 'Arial Narrow','sans-serif';">Process Inputs: **<span style="font-family: 'Arial Narrow','sans-serif';"> all the individual items that are required to perform the process; typically consumable and are used up in the process. <span style="font-family: Wingdings; mso-bidi-font-family: Wingdings; mso-fareast-font-family: Wingdings; msobidifontfamily: Wingdings; msofareastfontfamily: Wingdings; msolist: Ignore;">§ <span style="font-family: 'Arial Narrow','sans-serif';">Materials <span style="font-family: Wingdings; mso-bidi-font-family: Wingdings; mso-fareast-font-family: Wingdings; msobidifontfamily: Wingdings; msofareastfontfamily: Wingdings; msolist: Ignore;">§ <span style="font-family: 'Arial Narrow','sans-serif';">Data <span style="font-family: Wingdings; mso-bidi-font-family: Wingdings; mso-fareast-font-family: Wingdings; msobidifontfamily: Wingdings; msofareastfontfamily: Wingdings; msolist: Ignore;">§ <span style="font-family: 'Arial Narrow','sans-serif';">Components <span style="font-family: Wingdings; mso-bidi-font-family: Wingdings; mso-fareast-font-family: Wingdings; msobidifontfamily: Wingdings; msofareastfontfamily: Wingdings; msolist: Ignore;">§ <span style="font-family: 'Arial Narrow','sans-serif';">Information <span style="font-family: 'Courier New'; mso-fareast-font-family: 'Courier New'; msofareastfontfamily: 'Courier New'; msolist: Ignore;">o **<span style="color: #c00000; font-family: 'Arial Narrow','sans-serif';">Process Controls: **<span style="font-family: 'Arial Narrow','sans-serif';"> the information and physical controls that have been developed for the process <span style="font-family: Wingdings; mso-bidi-font-family: Wingdings; mso-fareast-font-family: Wingdings; msobidifontfamily: Wingdings; msofareastfontfamily: Wingdings; msolist: Ignore;">§ <span style="font-family: 'Arial Narrow','sans-serif';">Drawings <span style="font-family: Wingdings; mso-bidi-font-family: Wingdings; mso-fareast-font-family: Wingdings; msobidifontfamily: Wingdings; msofareastfontfamily: Wingdings; msolist: Ignore;">§ <span style="font-family: 'Arial Narrow','sans-serif';">Specifications <span style="font-family: Wingdings; mso-bidi-font-family: Wingdings; mso-fareast-font-family: Wingdings; msobidifontfamily: Wingdings; msofareastfontfamily: Wingdings; msolist: Ignore;">§ <span style="font-family: 'Arial Narrow','sans-serif';">Procedures <span style="font-family: Wingdings; mso-bidi-font-family: Wingdings; mso-fareast-font-family: Wingdings; msobidifontfamily: Wingdings; msofareastfontfamily: Wingdings; msolist: Ignore;">§ <span style="font-family: 'Arial Narrow','sans-serif';">Education/training <span style="font-family: Wingdings; mso-bidi-font-family: Wingdings; mso-fareast-font-family: Wingdings; msobidifontfamily: Wingdings; msofareastfontfamily: Wingdings; msolist: Ignore;">§ <span style="font-family: 'Arial Narrow','sans-serif';">Performer experience <span style="font-family: Wingdings; mso-bidi-font-family: Wingdings; mso-fareast-font-family: Wingdings; msobidifontfamily: Wingdings; msofareastfontfamily: Wingdings; msolist: Ignore;">§ <span style="font-family: 'Arial Narrow','sans-serif';">Data <span style="font-family: Wingdings; mso-bidi-font-family: Wingdings; mso-fareast-font-family: Wingdings; msobidifontfamily: Wingdings; msofareastfontfamily: Wingdings; msolist: Ignore;">§ <span style="font-family: 'Arial Narrow','sans-serif';">Competitors <span style="font-family: Wingdings; mso-bidi-font-family: Wingdings; mso-fareast-font-family: Wingdings; msobidifontfamily: Wingdings; msofareastfontfamily: Wingdings; msolist: Ignore;">§ <span style="font-family: 'Arial Narrow','sans-serif';">Information <span style="font-family: 'Courier New'; mso-fareast-font-family: 'Courier New'; msofareastfontfamily: 'Courier New'; msolist: Ignore;">o **<span style="color: #c00000; font-family: 'Arial Narrow','sans-serif';">Process Outputs: **<span style="font-family: 'Arial Narrow','sans-serif';"> can be both intended and unintended; defined by determining the desired result of a process <span style="font-family: Wingdings; mso-bidi-font-family: Wingdings; mso-fareast-font-family: Wingdings; msobidifontfamily: Wingdings; msofareastfontfamily: Wingdings; msolist: Ignore;">§ <span style="font-family: 'Arial Narrow','sans-serif';">Completed purchase orders <span style="font-family: Wingdings; mso-bidi-font-family: Wingdings; mso-fareast-font-family: Wingdings; msobidifontfamily: Wingdings; msofareastfontfamily: Wingdings; msolist: Ignore;">§ <span style="font-family: 'Arial Narrow','sans-serif';">Finished product <span style="font-family: Wingdings; mso-bidi-font-family: Wingdings; mso-fareast-font-family: Wingdings; msobidifontfamily: Wingdings; msofareastfontfamily: Wingdings; msolist: Ignore;">§ <span style="font-family: 'Arial Narrow','sans-serif';">Shipped product <span style="font-family: Wingdings; mso-bidi-font-family: Wingdings; mso-fareast-font-family: Wingdings; msobidifontfamily: Wingdings; msofareastfontfamily: Wingdings; msolist: Ignore;">§ <span style="font-family: 'Arial Narrow','sans-serif';">Received product <span style="font-family: Wingdings; mso-bidi-font-family: Wingdings; mso-fareast-font-family: Wingdings; msobidifontfamily: Wingdings; msofareastfontfamily: Wingdings; msolist: Ignore;">§ <span style="font-family: 'Arial Narrow','sans-serif';">Paid employees <span style="font-family: 'Courier New'; mso-fareast-font-family: 'Courier New'; msofareastfontfamily: 'Courier New'; msolist: Ignore;">o **<span style="color: #c00000; font-family: 'Arial Narrow','sans-serif';">Process Resources: **<span style="font-family: 'Arial Narrow','sans-serif';"> the equipment, systems, and human resources required to perform the process <span style="font-family: Wingdings; mso-bidi-font-family: Wingdings; mso-fareast-font-family: Wingdings; msobidifontfamily: Wingdings; msofareastfontfamily: Wingdings; msolist: Ignore;">§ <span style="font-family: 'Arial Narrow','sans-serif';">Heating, water and electrical systems <span style="font-family: Wingdings; mso-bidi-font-family: Wingdings; mso-fareast-font-family: Wingdings; msobidifontfamily: Wingdings; msofareastfontfamily: Wingdings; msolist: Ignore;">§ <span style="font-family: 'Arial Narrow','sans-serif';">Physical plant <span style="font-family: Wingdings; mso-bidi-font-family: Wingdings; mso-fareast-font-family: Wingdings; msobidifontfamily: Wingdings; msofareastfontfamily: Wingdings; msolist: Ignore;">§ <span style="font-family: 'Arial Narrow','sans-serif';">Equipment and machinery <span style="font-family: Wingdings; mso-bidi-font-family: Wingdings; mso-fareast-font-family: Wingdings; msobidifontfamily: Wingdings; msofareastfontfamily: Wingdings; msolist: Ignore;">§ <span style="font-family: 'Arial Narrow','sans-serif';">Personnel <span style="font-family: Symbol; font-size: 12pt; mso-bidi-font-family: Symbol; mso-bidi-font-size: 11.0pt; mso-fareast-font-family: Symbol; msobidifontfamily: Symbol; msobidifontsize: 11.0pt; msofareastfontfamily: Symbol; msolist: Ignore;">· <span style="font-family: 'Arial Narrow','sans-serif';">Each process can be an input or control for another process or processes <span style="font-family: Symbol; font-size: 12pt; mso-bidi-font-family: Symbol; mso-bidi-font-size: 11.0pt; mso-fareast-font-family: Symbol; msobidifontfamily: Symbol; msobidifontsize: 11.0pt; msofareastfontfamily: Symbol; msolist: Ignore;">· <span style="font-family: 'Arial Narrow','sans-serif';">Helps to understand the potential effects of a process intervention on other process in the performance system <span style="font-family: Symbol; font-size: 12pt; mso-bidi-font-family: Symbol; mso-bidi-font-size: 11.0pt; mso-fareast-font-family: Symbol; msobidifontfamily: Symbol; msobidifontsize: 11.0pt; msofareastfontfamily: Symbol; msolist: Ignore;">· <span style="font-family: 'Arial Narrow','sans-serif';">Can also include: <span style="font-family: 'Courier New'; mso-fareast-font-family: 'Courier New'; msofareastfontfamily: 'Courier New'; msolist: Ignore;">o <span style="font-family: 'Arial Narrow','sans-serif';">Suppliers (front-end) <span style="font-family: 'Courier New'; mso-fareast-font-family: 'Courier New'; msofareastfontfamily: 'Courier New'; msolist: Ignore;">o <span style="font-family: 'Arial Narrow','sans-serif';">Customers (back-end) <span style="font-family: Symbol; font-size: 12pt; mso-bidi-font-family: Symbol; mso-bidi-font-size: 11.0pt; mso-fareast-font-family: Symbol; msobidifontfamily: Symbol; msobidifontsize: 11.0pt; msofareastfontfamily: Symbol; msolist: Ignore;">· <span style="font-family: 'Arial Narrow','sans-serif';">Examples of specific process-level interventions: <span style="font-family: 'Courier New'; mso-fareast-font-family: 'Courier New'; msofareastfontfamily: 'Courier New'; msolist: Ignore;">o //<span style="font-family: 'Arial Narrow','sans-serif';">Problem-solving or process improvement models // <span style="font-family: Wingdings; mso-bidi-font-family: Wingdings; mso-fareast-font-family: Wingdings; msobidifontfamily: Wingdings; msofareastfontfamily: Wingdings; msolist: Ignore;">§ <span style="font-family: 'Arial Narrow','sans-serif';">Systematic <span style="font-family: Wingdings; mso-bidi-font-family: Wingdings; mso-fareast-font-family: Wingdings; msobidifontfamily: Wingdings; msofareastfontfamily: Wingdings; msolist: Ignore;">§ <span style="font-family: 'Arial Narrow','sans-serif';">Focus on a problem <span style="font-family: Wingdings; mso-bidi-font-family: Wingdings; mso-fareast-font-family: Wingdings; msobidifontfamily: Wingdings; msofareastfontfamily: Wingdings; msolist: Ignore;">§ <span style="font-family: 'Arial Narrow','sans-serif';">Identify root causes <span style="font-family: Wingdings; mso-bidi-font-family: Wingdings; mso-fareast-font-family: Wingdings; msobidifontfamily: Wingdings; msofareastfontfamily: Wingdings; msolist: Ignore;">§ <span style="font-family: 'Arial Narrow','sans-serif';">Develop and implement solutions and action plans <span style="font-family: 'Courier New'; mso-fareast-font-family: 'Courier New'; msofareastfontfamily: 'Courier New'; msolist: Ignore;">o //<span style="font-family: 'Arial Narrow','sans-serif';">Flowcharts // <span style="font-family: Wingdings; mso-bidi-font-family: Wingdings; mso-fareast-font-family: Wingdings; msobidifontfamily: Wingdings; msofareastfontfamily: Wingdings; msolist: Ignore;">§ <span style="font-family: 'Arial Narrow','sans-serif';">Graphic tools for documenting and understanding the flow or sequence of events in a process <span style="font-family: 'Courier New'; mso-fareast-font-family: 'Courier New'; msofareastfontfamily: 'Courier New'; msolist: Ignore;">o //<span style="font-family: 'Arial Narrow','sans-serif';">Process control systems // <span style="font-family: Wingdings; mso-bidi-font-family: Wingdings; mso-fareast-font-family: Wingdings; msobidifontfamily: Wingdings; msofareastfontfamily: Wingdings; msolist: Ignore;">§ <span style="font-family: 'Arial Narrow','sans-serif';">Data used as feedback on how a process is performing <span style="font-family: Symbol; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol; msobidifontfamily: Symbol; msofareastfontfamily: Symbol; msolist: Ignore;">· <span style="font-family: 'Arial Narrow','sans-serif';">Statistical process control <span style="font-family: 'Courier New'; mso-fareast-font-family: 'Courier New'; msofareastfontfamily: 'Courier New'; msolist: Ignore;">o //<span style="font-family: 'Arial Narrow','sans-serif';">Collection, organization and reporting of data and information //<span style="font-family: 'Arial Narrow','sans-serif';"> <span style="font-family: Wingdings; mso-bidi-font-family: Wingdings; mso-fareast-font-family: Wingdings; msobidifontfamily: Wingdings; msofareastfontfamily: Wingdings; msolist: Ignore;">§ <span style="font-family: 'Arial Narrow','sans-serif';">Develop methods and systems for assembling and reporting <span style="font-family: 'Arial Narrow','sans-serif';"> <span style="font-family: 'Courier New'; mso-fareast-font-family: 'Courier New'; msofareastfontfamily: 'Courier New'; msolist: Ignore;">o //<span style="font-family: 'Arial Narrow','sans-serif';">Gap Analysis //<span style="font-family: 'Arial Narrow','sans-serif';"> <span style="font-family: Wingdings; mso-bidi-font-family: Wingdings; mso-fareast-font-family: Wingdings; msobidifontfamily: Wingdings; msofareastfontfamily: Wingdings; msolist: Ignore;">§ <span style="font-family: 'Arial Narrow','sans-serif';">Identifies missing process elements of undocumented procedures <span style="font-family: Symbol; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol; msobidifontfamily: Symbol; msofareastfontfamily: Symbol; msolist: Ignore;">· <span style="font-family: 'Arial Narrow','sans-serif';">A good job performer when pitted against bad systems or processes will fail every time <span style="font-family: Symbol; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol; msobidifontfamily: Symbol; msofareastfontfamily: Symbol; msolist: Ignore;">· <span style="font-family: 'Arial Narrow','sans-serif';">Process or system overrides the job performer’s actions every time <span style="font-family: Symbol; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol; msobidifontfamily: Symbol; msofareastfontfamily: Symbol; msolist: Ignore;">· <span style="font-family: 'Arial Narrow','sans-serif';">Components that affect a job performer’s ability to achieve the desired outcome of a process: <span style="font-family: 'Courier New'; mso-fareast-font-family: 'Courier New'; msofareastfontfamily: 'Courier New'; msolist: Ignore;">o **<span style="color: #c00000; font-family: 'Arial Narrow','sans-serif';">TIME **<span style="font-family: 'Arial Narrow','sans-serif';">: the performance clock’s frame; the factors that represent the cultural environment and the relationship of work, worker, and workplace; must be aligned properly to support the performance system. <span style="font-family: Wingdings; mso-bidi-font-family: Wingdings; mso-fareast-font-family: Wingdings; msobidifontfamily: Wingdings; msofareastfontfamily: Wingdings; msolist: Ignore;">§ **//<span style="color: #c00000; font-family: 'Arial Narrow','sans-serif';">T //**<span style="font-family: 'Arial Narrow','sans-serif';">raining: the goal is to provide workers with the knowledge, skills, and abilities to perform their work <span style="font-family: Wingdings; mso-bidi-font-family: Wingdings; mso-fareast-font-family: Wingdings; msobidifontfamily: Wingdings; msofareastfontfamily: Wingdings; msolist: Ignore;">§ **//<span style="color: #c00000; font-family: 'Arial Narrow','sans-serif';">I //**<span style="font-family: 'Arial Narrow','sans-serif';">ncentives and **// M //**otivation: the intrinsic and extrinsic factors that affect a person’s will to perform <span style="font-family: Wingdings; mso-bidi-font-family: Wingdings; mso-fareast-font-family: Wingdings; msobidifontfamily: Wingdings; msofareastfontfamily: Wingdings; msolist: Ignore;">§ **//<span style="color: #c00000; font-family: 'Arial Narrow','sans-serif';">E //**<span style="font-family: 'Arial Narrow','sans-serif';">nvironment: the extrinsic environmental factors that affect a person’s work and working environment <span style="font-family: Symbol; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol; msobidifontfamily: Symbol; msofareastfontfamily: Symbol; msolist: Ignore;">· <span style="font-family: 'Arial Narrow','sans-serif';">Questions to ask: <span style="font-family: 'Courier New'; mso-fareast-font-family: 'Courier New'; msofareastfontfamily: 'Courier New'; msolist: Ignore;">o <span style="font-family: 'Arial Narrow','sans-serif';">Do the workers have the right training? <span style="font-family: 'Courier New'; mso-fareast-font-family: 'Courier New'; msofareastfontfamily: 'Courier New'; msolist: Ignore;">o <span style="font-family: 'Arial Narrow','sans-serif';">Are sufficient incentives to perform present? <span style="font-family: 'Courier New'; mso-fareast-font-family: 'Courier New'; msofareastfontfamily: 'Courier New'; msolist: Ignore;">o <span style="font-family: 'Arial Narrow','sans-serif';">Do the workers have the motivation to perform? <span style="font-family: 'Courier New'; mso-fareast-font-family: 'Courier New'; msofareastfontfamily: 'Courier New'; msolist: Ignore;">o <span style="font-family: 'Arial Narrow','sans-serif';">Is the work environment supporting them? <span style="font-family: 'Courier New'; mso-fareast-font-family: 'Courier New'; msofareastfontfamily: 'Courier New'; msolist: Ignore;">o <span style="font-family: 'Arial Narrow','sans-serif';">Is there a shared commitment and vision that align the work, the worker, and the workplace?
 * <span style="color: #1f497d; font-family: 'Arial Narrow','sans-serif'; mso-themecolor: text2;">ORGANIZATION/STRUCTURAL INTERVENTIONS **
 * <span style="color: #1f497d; font-family: 'Arial Narrow','sans-serif'; mso-themecolor: text2;">SYSTEM-LEVEL INTERVENTIONS **
 * <span style="color: #1f497d; font-family: 'Arial Narrow','sans-serif'; mso-themecolor: text2;">PROCESS-LEVEL INTERVENTIONS **
 * <span style="color: #1f497d; font-family: 'Arial Narrow','sans-serif'; mso-themecolor: text2;">JOB PERFORMER LEVEL INTERVENTIONS **