I’ve been in the L&D profession since 1979, a decade before the label T&D shifted to L&D. From the first days I was taught that Performance Back-on-the-Job was our target and improving that was our goal and that knowledge and skills (K/Ss) were just one contributing factor to Performance.
It was during our Analysis efforts that we would determine if K/Ss were the lever, or one of the levers needing improvement to obtain Measured Results.
As I created my own set of ISD Methods (PACT) I always had in mind the shift to non-Instructional methods (EPPI).
BTW – Instruction is inclusive of:
- Job Aids & Training
- Performance Support & Learning Experiences
- Resources & Courses
And my default since those first days, back in August 1979, was Job Aids/ Performance Support/ Resources versus Training/ Learning Experiences/ Course – based on a 1970 newsletter from Geary A. Rummler and Thomas F. Gilbert – here.
Some of my articles on various aspects of this follow.
Customer Satisfaction – by Guy W. Wallace 1979 September – 5 page PDF written in my first month on the job out of college at Wickes Lumber for their company newsletter.
MTEC White Paper 1982 – 39 page PDF – a white paper I wrote while at MTEC – Motorola’s Training & Education Center – in May 1982 where I proposed combining the concepts, models, methods, processes, tools and techniques of Geary Rummler, Neil Rackham (of SPIN Selling fame) and of Deming, Juran and Crosby (and other quality gurus). This led to my boss taking that idea and changing it to become a Geary Rummler Do-It-Yourself Consulting Kit – which after I left in October 1982 became the training course created by Geary Rummler called OPS (Organization Performance Systems).
Continuous Improvement and Training – 19 pages – originally published as Chapter 4 in the Society of Manufacturing Engineers Handbook (May/June 1991). Training is critical to the success of most continuous improvement (CI) efforts. When processes are improved, maximizing the benefits of the improvement requires that those interacting with the process understand and can work within the context of the improved process. This may require a simple briefing or more extensive training, but training concerns are often overlooked and the costs of training ignored as improvement efforts are initially funded and undertaken. Are those costs then avoided? Not likely. It may be necessary to find funding later, when the need for training becomes an obvious requirement for implementing the changes. Authors: Guy W. Wallace, Peter R. Hybert and Terri Knicker-McCully.
Empowerment is Work – Not Magic – JQ&P 1993 – 6 page PDF – published in the Journal for Quality and Participation in September 1993 – originally titled Empowerment as a Process.
The Customer Is King – Not! – 15 page PDF – the original version of the article published in the Journal for Quality and Participation in March 1995 – address Balancing Conflicting Stakeholder Requirements, and suggests that the Customer is Not the King of Stakeholders (despite the unfortunate slogans from the Quality movement despite Deming’s admonitions about slogans). Balancing Conflicting Stakeholder Requirements – Wallace – March 1995 AQP
And the version in ISPI’s November 2011 Performance Express: performancexpress.org-Stakeholders Beyond the Customers The Customer Is King Not
Managing Human Assets – GWW, KMK, RAS – 8 page PDF – coauthored by myself and my two business partners, Ray Svenson and Karen Kennedy in 1995 after the publication of our book: The Quality RoadMap (1994 – AMACOM) – delving into an architectural approach to the design/ redesign of HR systems – driven by a performance orientation. Based on our Business Architecture from the Quality RoadMap book.
E04 Targeting EPPI – HAMS GWW 2001 – 2016 – 16 page PDF – from the CADDI newsletter Pursuing Performance in 2001 – updated in 2016 – about Targeting Enterprise Process Performance Improvement via Human Asset Management.
Goal of the Issue PIJ – 2003 – 3 page PDF – from ISPI’s Performance Improvement Journal in February 2003 regarding a Presidential Initiative of mine in 2003-2004 at ISPI to “clarify HPT” that I did with Geary Rummler – based on an article he had published 20 years earlier in 1983.
HPT in the Larger Improvement Arena – 2 page PDF article from ISPI’s Performance Improvement Journal in February 2003 regarding a Presidential Initiative of mine in 2003-2004 at ISPI to “clarify HPT” that I did with Geary Rummler – based on an article he had published 20 years earlier in 1983.
PI Feb 2003 – 49 page PDF – the entire issue from ISPI’s Performance Improvement Journal February 2003 – introducing the Presidential Initiative that later got tagged as “Clarifying HPT.”
EPPI – BPTrends Quarterly Columns – 2005-2007 – 106 page PDF – a compilation of my quarterly columns at BPTrends (Business Process Trends – http://www.BPTrends.com) from March 2005 through September 2007. On the topic of my EPPI methods.
The Enterprise Process Performance Improvement Model – 6 page PDF – a short overview of the EPPI model from 2007.
Managing and Mismanaging Stakeholder Expectations – GWW – 5 page PDF – original that was published in the Journal for Quality and Participation in June 1995 – my story as Uncle Guy doing the video for a niece’s wedding that went downhill before it all got started – due to the un-kept promises of a rental car company.
An HPT Marketplace View – News & Notes – Guy Wallace 2000-02 My suggestions for ISPI to develop a strategy based on an “as is” and a “to be” version of this model. (It didn’t happen.)
There is No Such Thing as Communications – Only Miscommunications – 4 page PDF – published in 2000 but written in the mid-1990s – covering the 4 key Communications Behaviors for communications, negotiations, and interviewing – whether 1:1 or for group process facilitation. News & Notes version: There’s No Such Thing As Communications – News & Notes May-June 2000 Guy W Wallace
Tools and Graphics in PROVEN Article Series – 2012 – several tools for readers of this 4-Part Article Series published in PROVEN quarterly in 2012.
My 29th book, Performance Improvement Consulting – should be available in the Fall of 2022.
See all of my books on my Amazon Authors Page: https://www.amazon.com/-/e/B08JQC4C4V
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