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- design the working or learning environments, processes, computer-based interfaces or tools to facilitate people’s performance
- analyze the factors that give rise to mistakes and figure out another way to proactively reduce error or circumvent the error-prone step;
- provide appropriate guidance as a consultant to the employees so that they can speed up their progress, reduce the work redundancy, alleviate the cost loss, and be more confident and less struggling in their jobs.
- Here is what Allison Rossett describes a performance technologist does:
- Interviewing a sponsor
- Reading the annual report
- Chatting at lunch with a group of customer service representatives
- Reading the organization's policy on customer service, focusing particularly on the recognition and incentive aspects
- Listening to audiotapes associates with customer service complaints
- Leading a focus group with supervisors
- Interviewing some randomly drawn representatives
- Reviewing the call log
- Reading an article in a professional journal on the subject of customer service performance improvement
- Chatting at the supermarket with somebody who is a customer, who wants to tell you about her experience with customer service
reference from: http://www.josseybass.com/legacy/rossett/rossett/what_is_pa.htm
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