Overview

The following five documents were completed as a group project I participated in as part of the coursework for my ISLT master's at FSU. The course was EME 6691, Performance Systems Analysis, and the other group members were Alex Barrett, Woody Skinner, and Chris Fisher. For this project, we worked with the Tallahassee Senior Center (TSC) to identify possible interventions to solve a performance problem. To reach the intervention recommendation stage, we created a series of documents. Taken linearly, as a whole, these documents represent steps in a Human Performance Technology(HPT) Process. The final step in the process was a group presentation to the Tallahassee Senior Center, which outlined the causes and recommended solutions to the performance problem.

Performance Systems Analysis Project Plan

This high-level plan was created following an initial meeting with the client, The TSC, and the review of pertinent documentation. The TSC provided background information on their organization, and they identified the performance problem. The project plan contains a synopsis of the problem, the goal, an initial project plan, and a high-level schedule for the entire project. Team roles, of which I was the Project Manager, were also denoted in this document.

Organizational and Environmental Analysis

At this stage in the process, our group dove deeper into understanding the TSC from a systems perspective. To help us do this, we used Tosti & Jackson’s (1996) Organizational Scan model. This model allowed us to categorize three levels of the TSC as an organization, the work they conduct, and the people. Within each of these levels, the models allowed us to identify the Inputs, Conditions, Processes, and Outcomes as they relate to the performance problem. The Organizational and Environmental analysis also examined the data sources available, what they offer, and their limitations. This analysis uncovered that our knowledge of the present level of performance was insufficient.

Gap and Cause Analysis

The Gap is the difference between the present and desired level of performance. While the TSC expressed their desired level of performance, not enough was known about the present level of performance. To learn about this, our group used a survey tool that was completed by TSC participants. To categorize and better understand the gaps, we used Van Tiem’s Priority Matrix tool. To understand the causes of the gaps, we categorized the data from the survey tool and meetings with the TSC using Gilbert’s Behavior Engineering Model (BEM).

Intervention Selection and Recommendations

Using what we learned from the Gap and Cause Analysis, we used Van Tiem et al’s (2021) Intervention Section process to create a list of 27 possible interventions. After meeting with our client and considering feasibility based on budget, labor, and culture, we selected four categories of interventions. Each intervention category includes several specific actions, their descriptions, and feasibility. We further analyzed the scope of impact and the viability of the selected interventions.

Final Report

The Final report, submitted to the client, contained a high-level executive summary of the entire performance improvement analysis process conducted. The Final Report also possesses the methodology used throughout the process and our findings. As this is a client-facing document, it also lists the chosen recommended interventions, how to implement them, and how to evaluate the effectiveness of those interventions.

Final Report Presentation

Using the most pertinent information, we created a visually appealing PPT to present our Final Report to the client. The video of the presentation meeting can be found below.