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How Savvy Is Your Customer Care Team?

How Savvy Is Your Customer Care Team?

There is nothing new about how central your customers are to your organization's bottom line and credibility. Not too long ago the customer care department within an organization was often regarded as a nonstrategic unit and was more likely to be outsourced to a developing nation that had a...

  • Third-Party Performance Appraisal; Three Stages

    Third-Party Performance Appraisal; Three Stages

    Many years ago when I and my mischievous associates were HR consultants to different companies, we engaged on the side in a number of unofficial information-gathering games (now perhaps called research). One of our favorites was to run a...

  • <em>“How many times do I have to tell you?”</em>

    “How many times do I have to tell you?”

    “How many times do I have to tell you?” Have you ever found yourself in your business or personal life saying something similar? Unfortunately, this is an all too common phrase, sometimes spoken or thought after someone fails to...

Society News»

SkillCast: The Next Wave in Process Analysis

SkillCast: The Next Wave in Process Analysis

This webinar will introduce some new ideas that radically simplify process analysis work. In essence, this talk will introduce a scope diagram--a way for a team to quickly define the types of problems one faces in a specific process situation. Having identified possible problems, we will then consider the nature of the solutions that might be appropriate for different types of problems.

  • Rwanda Poised to Become the Performance Improvement Hub in Central Africa

    Rwanda Poised to Become the Performance Improvement Hub in Central Africa

    July 2014--Rwanda is on the move. It is one of the only countries expected to meet the Millennium Development Goals by 2015, and it is already a leader on the continent in the areas of health care and economic growth. The successes are remarkable, but to be sustainable over...

  • Cultivating a Culture of Performance Improvement: Agile Response and Tangible Results @WorkerWorkWorkplaceWorld

    Cultivating a Culture of Performance Improvement: Agile Response and Tangible Results @WorkerWorkWorkplaceWorld

    Only you can contribute your unique perspective! At ISPI Europe/EMEA, we believe that a conference is more than its programs and presenters. Our conference participants are every bit as much a part of the total learning experience as our fabulous presenters. Our conferences are compelling because of their innovative,...

  • <em>Performance Improvement</em> Journal: May/June Issue

    Performance Improvement Journal: May/June Issue

    In this issue, Dr. Pershing explores articles from seasoned professionals and new up-and-comers in the industry. Roger Chevalier opens this issue with a powerful piece taking a look at his approach and tools in workplace performance. He then further explores a hot topic of big data and how it...

  • Call for Papers: <em>Performance Improvement</em> Journal

    Call for Papers: Performance Improvement Journal

    I invite you to submit a paper to a special issue of Performance Improvement journal (PIJ), published by the International Society for Performance Improvement in partnership with John Wiley & Sons. Dedicated to performance improvement practitioners, the journal publishes articles on important developments and trends in workplace improvement; integrative...

  • My Term as President–A Recap

    My Term as President–A Recap

    It has truly been a privilege to serve the Society as its president; it has been tremendously rewarding, both professionally and personally. When I considered running for the Board, I did it with the intention to give back to the learning and performance community, to learn and experience leading...

  • SkillCast</br>Getting to: WE Can Do That!

    SkillCast
    Getting to: WE Can Do That!

    The SkillCast webinar “Getting To: WE Can Do That!” presented Scott D. Anderson, CPT, principal, SDA Consulting, and Kaie Pohi Latterner, on June 18, 2014, 1:00-2:00 p.m. EDT USA (UTC-04:00), can be attended and viewed live, or you can watch the recorded session after the live presentation.

Columns»

Putting the GAP-ACT Model to Work

Putting the GAP-ACT Model to Work

In last month’s column, I also promised to address how the GAP-ACT model can be put to use. In this month’s column, I will keep my promise by providing some general guidelines and by pointing you to some more in-depth sources.

  • The Brilliance of Chapters: Programming in 2014

    The Brilliance of Chapters: Programming in 2014

    Brilliance: That is what chapters provide to their members and guests. Each month, our chapters host cost-effective and insightful programs. If you are serious about making a difference in your field, attending chapter programs can give you the professional...

  • The GAP-ACT Model of Human Behavior and Performance

    The GAP-ACT Model of Human Behavior and Performance

    From time to time I fancy myself a toolmaker to knowledge workers. By “tool” I mean any device that assists the worker in doing the work. One of the more common classes of tools used by many knowledge workers...

The Performance Improvement Conference»

The Performance Improvement Conference–Presidential Write Up

The Performance Improvement Conference–Presidential Write Up

ISPI is an organization that thrives on the inputs of members; that is, ISPI is our members! Through a variety of useful products and services, we continue to grow the body of knowledge of performance improvement and how to translate from research to practice. I want our members across...