Human Performance Technology: Big Blue Project
The goal of a performance improvement project is to provide credible information to organizational decisionmakers about a gap between what people in the workplace are doing now and what they need to do to meet strategic organizational objectives. The student team partners with the client and organizational stakeholders to frame a statement of the problem or opportunity, determine if it is worth addressing, uncover the root causes, and recommend solutions to close the gap. In doing this, the student team applies a rigorous scientific methodology and approaches the gap without any preconceived ideas about the solution(s).
Big Blue Project: Improving Call Center Documentation Scores
Project Purpose: Luxury Automotive's (pseudonym) North American Customer Relationship Center (CRC) had a consistent issue with call agents not completing detailed and thorough documentation. While some agents did complete documentation, the majority of agents did not provide enough detail, correct information, or did not document their interactions at all. Recurrent training offerings were previously completed in an attempt to improve documentation scores. However, scores continued to decline. My group partnered with Luxury Automotive, a client of Big Blue, and reviewed the current state of documentation, discussed the desired state with the client, and completed a thorough analysis in order to recommend effective solutions.
Final Recommendations: Utilizing the ISPI Performance Improvement/HPT Model and employing various data collection methods, my group's findings highlighted areas of opportunity for improvement. While Big Blue emphasizes continuous improvement and innovation, our analysis revealed gaps in consequences for poor documentation, challenges in coaching dynamics, CRM system issues, and opportunities for enhanced incentives. To address these issues, we proposed a multi-faceted approach. First, implementing a peer mentorship program that leverages internal resources to enhance documentation performance and foster a positive organizational culture. Second, enhancing the coaching program focuses on improving leadership and feedback skills between supervisors and agents. Third, adopting a new CRM system that aligns with ongoing technological advancements and continuous improvement, addressing reported technological challenges. Finally, expanding the Big Blue Bucks program offering tangible incentives for achieving performance goals and participating in the mentorship program.
To view the project in full, refer to the documents to the left.
Reflection
Upon reflection of this course, I had minimal knowledge of Human Performance Technology and its processes prior to taking the course. I knew it was different from Instructional Design, and I knew it had some similarities. Through this course, I was able to better understand that while some of their general concepts are similar, like the components of the analysis phases, there are some major differences. For example, HPT does not involve designing or developing interventions. Instead, HPT practitioners may employ Instructional Designers to do that. Also, they may consult with Instructional Designers for suggestions of instructional interventions or consult with them to determine the feasibility of an instructional intervention. Knowing this type of information has allowed me to get a better understanding of an Instructional Designers role within an organization, though it may differ depending on the industry, job title, and company. As an instructional designer, it is important to be mindful of how learners may respond to change within an organization because it can affect the design and development of a learning intervention. By knowing change management functions and strategies, I can be better prepared for those conversations if they arise during stakeholder and SME meetings. Moreover, having an understanding of change resistance and ways to manage it can be helpful when conducting an analysis for instructional design projects because it can lead to more successful learning intervention outcomes. Similarly, knowing the data collection tools and evaluation models will better prepare me in the event I am asked to consult or take part in those decisions by making suggestions.
Reflecting on the entire project experience, it would have been helpful to know project management strategies prior to taking this course since the project’s success was so reliant on being able to lead, organize, and collaborate with others. While I think my group communicated well with one another and help one another accountable, project management strategies could have made the beginning stages a bit more seamless.