How to support Organizational Learning, Knowledge and Performance - A Basic Concept for Online...

Basic Concept for Online Performance Support

Author: Page 1Dr. Patrick Blum

WelcomeGUIDE 2010

International Workshop, Rome, Italy

Patrick Blum



How to support Organizational Learning,

Knowledge and Performance Support



inside Business Group

• Full Service Provider in

Corporate Learning

• Insurance and Finance Industries

• Performance Support,

e-Learning and Blended Learning

Consulting, Conceptual Design,

Realization, Integration, Marketing,

Controlling

Business Activities

All from one source!



In times of economic crisis

in the corporate learning world

the focus is no longer

on learning or training performance,

the focus is now on business performance

Statement



Oganizational Learning

Status Quo

• Learning and working are two highly different and separated processes!

• Informal learning is still the standard:

- Face-to-face Training

- E-Learning

- Blened Learning

• Knowledge is provided „Just-in-Case“

• Learning severely interrupts work

The productivity of a knowledge worker is basically zero

There is a deviation between the learning needs of the knowledge worker

and the learning offer

The resumption of work is often time consuming and extensive



Organizational Learning

Challenge

Performance Support

• Integration of learning into the working process

• Provide learning precisely when it is needed in the

quantity and depth required

• Shift from “just-in-case” learning to “just-in-time” learning



Categories of Performance Support

• External Performance Support

- Printed User Manuals

- Documentation

- Call Center

• Extrinsic Performance Support

- Software-based Help Resources

- Knowledge Management Systems

• Intrinsic Performance Support

- Software Wizards



Provide extrinsic and intrinsic

performance support

in organizations based on a centralized

knowledge management and

knowledge distribution approach.

Goal

Online Performance Support System (OPSS)



Knowledge Access Strategies for OPSS

Knowledge-Centric

View

Personal View

Process-Centric

View

Product-Centric

View

Meta SearchRecommendation

Change/Innovation

Trends and

Tendencies

Knowledge

Resources

User Contribution

Guided User Access

„Free“ User Access

System Generated Access

Modifying User Access



OPSS and Organizational Learning

Impact of Levels of Competencies on Learning Strategies

Novice JuniorCompetent

SeniorExperienced

Master/Expert

Common Learning Needs Unique Learning Needs

Formal Learning, Training Informal Learning, On-the-Job Learning

Common Curricula (Program Driven) Personalized Learning (Performer Driven)

Classroom and Online Training

Primary Strategy:

Training

Access to Formal

Resources in the EPSS

Primary Strategy :

Practice, Coaching

Access to Formal and

Informal Resources in the

EPSS

Primary Strategy :

Collaboration

Access to all Resources in

the EPSS

Primary Strategy :

Collaboration, Problem

Solving

Access to all Resources in the

EPSS

KM, Collaboration, Performance Support

Sourc

e: M

arc

Rosenberg

, B

eyond E

-Learn

ing

Pu

sh

Learn

ing

Pu

ll L

earn

ing



Intrinsic Performance Support with OPSS

Embedded Knowledge Resources

Knowledge

Resources

OPSS

Software System B

Knowledge

Resource 4

Slideshow

Knowledge

Resource 5

Expert

Software System A

Knowledge

Resource 1

Best Practice

Knowledge

Resource 2

Vodcast

Knowledge

Resource 3

Discussion

Thread

Knowledge

Resource 4

Slideshow

Software System C

Knowledge

Resource 2

Vodcast

Knowledge

Resource 6

Expert



Summary and Conclusion

• Learning has to be brought to the workplace

• Knowledge has to be provided precisely when it is needed

in the quantity and depth required

• Extrinsic and intrinsic Performance Support can be provided by an OPSS

• The OPSS has to provide different views on the knowledge

- knowledge-centric view

- process-centric view

- product-centric view

- personal view



Summary and Conclusion

• Provide additional access strategies

- Meta search

- Automatic notification about changes and innovation

- Recommendation for additional relevant knowledge

- Trends and tendencies

• Implement knowledge-creating business processes

• Allow user contribution to let the knowledge grow and evolve

• Provide an interface for “Embedded Knowledge” to

support intrinsic performance support

Establish a knowledge-sharing culture!!!



Thank you

[email protected]

Date post:	24-Jan-2015
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How to support Organizational Learning, Knowledge and Performance - A Basic Concept for Online...

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