Implementing Embedded Performer Support [EPS] can be as daunting a task as eating an entire elephant. Not sure I’d ever want to eat an elephant, but if I did, it would be one bite at a time versus scarfing down the whole thing. One bite at a time rings true for implementing EPS as well. Keep in mind that EPS is not a technology [though technology may well be part of the effort]; EPS is a discipline.
Tag: PSO
Knowing what to do…and being equipped [supported] to effectively do what needs done… are the equivalent of comparing great training to the effective application of learning. We train the former…and we support the performer on the latter. This distinction becomes a liability when we treat performer support as an add-on to training or as an after-the-fact development cycle rather than including it as part of our core design discipline.
We were eating lunch on a Wednesday when the elevator music was disrupted with an urgent announcement, “This is a code yellow alert – Repeat – This is a code yellow alert!” My colleagues all went to the laminated cards that hung around our necks The appropriate response needed to be timely; needed to trigger agility, and needed to be acted upon flawlessly. Or, as in my example…some knucklehead just spilled something that could kill us all…so run like hell…NOW! That was perfect EPS.
Moments of need are either triggered by an issue or challenge where the knowledge worker is confronted with either remembering what/how to do something and then are forced to rely upon recall knowledge. Where we would like to be is giving them an efficient resource where reference knowledge is readily accessible. Given the amount of information we all have to deal with daily and the documented loss of up to 85% of knowledge gained from training within three weeks, it is no wonder mistakes happen. Yet, we continue to train our people the same way over and over and expectantly wait for different results. I think Einstein defined insanity using a similar example.