On-The-Job Performance Support Systems

Performance support systems can be an important component of your company's business performance toolkit. While formal training programs are a significant cornerstone of a corporate performance strategy, increasingly successful companies are using performance support systems as a means to provide learning assistance on a "just-in-time" basis, delivering support at the exact time of need as work tasks are performed: enhanced business performance without the expense and down-time of a formal training initiative.

Our consultants can help identify business areas and processes where online performance support would be appropriate, design & build an effective performance support solution, and assist your company's technical staff to implement and integrate your performance support solution:

Electronic performance support systems (EPSS) can provide one-click online access to all aspects of the information & tools needed to perform one's job, which can include process documentation and automated process "wizards," definitions & background material, best practices, relevant policies or procedures, diagrams and other reference material, knowledge sharing tools, and more. case study

Integrated “Online Help” systems improve transaction time, reduce task error rates, and reduce support costs:

• Context-sensitive Help
• Software simulation: Don't just tell users how to use the system - show them
• Online Help technical design/architecture, application integration case study
• Help authoring/documentation case study


Other technology-enabled performance support solutions include:

• Interactive software simulations provide safe learning/practice environments
• Online "toolkits" & process tools
• Knowledge-sharing systems, technologies, & techniques – from our first web-based project (an EPSS built in 1997) to current projects utilizing Web 2.0 technologies, we are constantly researching, experimenting, and developing tomorrow’s best practices for delivering and managing information

Benefits from a performance support/online help system can include:

• 50-75% reduction in training time for end users

• Reductions in time-per-task and task error rates in the range of 33-77%

• Reduce help-desk calls by 20%

Benefits to new employees include measurable reductions in:

• Time needed to learn new tasks

• Hours needed for management supervision

• Help needed from co-workers

• Calls to the help desk

• Downtime (waiting for help, consulting manuals/guidebooks)

Benefits to existing employees include:

• Fewer mistakes

• Fewer employees needed and/or time can be freed up for higher-value tasks

• Reduced overtime