Segment 1 (18) - Performance Assurance

[Paul Terlemezian]

Panelists:

• Erick Allen - https://www.linkedin.com/in/erickallen/
• Genevieve Bos https://www.linkedin.com/in/genevievebos/
• Bill Crose - https://www.linkedin.com/in/bcrose/
• Chuck Russell - https://www.linkedin.com/in/chuckslink/
• Mike Woodard https://www.linkedin.com/in/michael-woodard-ma-cpcc-cpte-pi-334ba03/

Moderator: Lisa Fey - https://www.linkedin.com/in/lisafeyatlanta/

Remarkable Speaker: Mike Lutzenkirchen - https://www.linkedin.com/in/michael-lutzenkirchen-a2009124/

Our interest in "Performance Assurance" was stimulated by the TAG IoT conference in 2017 where the concept of Automobile Assurance was introduced by one of the speakers.

Automobile "Assurance" may replace Automobile "Insurance."  The concept as it applies to automobiles relates to assuring that an automobile will not be in an accident (collision avoidance) nor be stolen (driver authentication.)

We are interested in applying the ALO(sm) to Workforce Readiness and "Learning" to assure the intended performance outcomes - hence: Performance Assurance - the intentional commitment to business outcomes.

The ALO(sm) was designed to represent the mindset and toolset to enable Performance Assurance. Using the ALO(sm) and adapting the ALO(sm) will create the necessary skillset.

What obstacles and successes have you had - or anticipated related to Performance Assurance?

[Paul Terlemezian]

I've been asked to provide a concise, actionable definition of what Georgia LEARNS means by expressing "Performance Assurance."

Performance Assurance: The intentional design, development and deployment of a business solution using the ALO(sm) mindset, toolset and skillset that results in a "performance product" for which the design, development and deployment teams are accountable for the successful use of the "performance product" every time it is used.

I am interested in your reaction to:

1. "intentional"
2. "business solution"
3. "ALO(sm)"
4. "performance product"
5. "accountable"
6. "every time"

[Paul Terlemezian]

My understanding of "Performance Assurance" has been accelerated and influenced by learning about how the healthcare industry has been responding to (VBR) Value-Based Reimbursement.

This "August 18" series of articles contains significant insights for understanding, adaptation and adoption within healthcare.

Your comments will help accelerate the understanding, adaptation and adoption within our community.

[Bill Crose]

Conference Reflection:

I got an advanced degree in instructional design in 1990. Dr. Robert Brinkerhoff; the ROI & "Level 5" guru, was my grad advisor. Rob successfully etched ROI into our minds. Since then, I've mostly worked with "bleeding edge" learning technologies and processes.

Over the years I grew increasingly disillusioned with the way training was being analyzed, designed, developed, implemented, and evaluated. Frankly, I can count on one hand, maybe one finger, the number of times an organization has allowed me or anyone else to do a proper needs analysis. The same goes for design, implementation, & evaluation. Development was all that mattered. "We need an eLearning program...." was what I heard and that's what I was expected to do to "fit" in the organization. I LOVED developing eLearning programs and still do, but I know most were a waste of time. The reason I know they were a waste of time is because the practice I designed into the courses was always cut to save time. I was told the managers would handle that. I knew the managers never followed through. I also knew learners would forget 90% of what I delivered to them within a few days if they didn't get relevant practice & coaching. ...Hi-Ho

One day while working as the global learning technologies manager at InterContinental Hotels Group, I realized I could give IHG a huge competitive advantage if I could find a way to deliver SOPs to people performing: 1) Jobs with too many tasks to memorize (bartenders), 2) Error prone/boring tasks (cooks), 3) Processes used too infrequently to memorize (emergency procedures), 4) The same tasks as everyone else but understanding multiple languages. No eLearning program or currently available system would do it. I had to find a new way. And while I was at it, I needed to cut the millions of dollars per year we spent on language translation alone and ASSURE quality performance each and every time a task was performed because that's what Dr. Brinkerhoff would say, do it all 100% hands free, without a phone, and at a lower cost than any other viable system.

IHG may be a great company, but I knew I wouldn't get them to buy into my idea. So, I left the company and patented the system I needed. Even before Amazon Echo, I designed a system with a conversational interface that would verbally deliver step-by-step directions, on demand, in any language, then reports the time users spend on each step along with user feedback. The collected data indicates at a process STEP level where learners need re-training/coaching/help that either their supervisor, trainer, or training vendor could provide. It also indicates which processes need improved at which STEP and which organizations are best/worst managed. To further assure performance, users can say "Pythia Help" whenever they need help and a phone & email alert will be immediately be sent to their manager. If a critical process step appears to have been missed, a similar alert will be sent.

Thanks to everyone who discussed performance assurance at my table! I apologize for being 10 minutes late. For your reference, the fastest you can get from Detroit Metro Airport to Hudson Grille is exactly 3 hours and 40 minutes.

http://www.adytonusa.com

[Paul Terlemezian]

Bill - thanks for describing the experiences that resulted in where you are today. Being able to envision something - before it is possible/practical - may increase our ability to recognize innovations that make it possible/practical.