Webinar: "Smart" Performance Support

Editor's Notes

• #9: This summary show how performance support evolves across the Spectrum.<click>
• #10: The benefits grow exponentially with true automated performance support. At this level, support is nested even more deeply into the applications used within a business process.  Support automatically adjusts based on the actual step the worker is on. It also is driven by business rules to ensure that the user not only can perform the task within the software, but can do so with the expected output that the business needs. Integrating business rules into the performance support logic, which then watches the workers and uses the rules to make recommendations based on their actions, helps users perform effectively with a minimum amount of waste, expense, or unnecessary effort. It delivers significant business impact to the organization.
• #11: “Smart” performance support delivers Transformational business impact to organizations. It integrates all the power of “Targeted Performance Support” and “Automated Performance Support” and makes it available as people move through the broader workflow process. When a performer moves from application to the workflow, to a different application, and then back to the first application, the PS solution tracks where they are and provides what they need.  It also learns and gets smarter based on the performance patterns of others. It's very similar in the way that companies such as Amazon use data to learn from buying patterns in order to recommend new things. The capacity to support performance across applications in a broader workflow process is in place today.  However, the ability for a PS solution to learn and adapt is still in its early stages. Stay tuned, though.  PS is getting smarter.  
• #12: “Smart” performance support delivers Transformational business impact to organizations. It integrates all the power of “Targeted Performance Support” and “Automated Performance Support” and makes it available as people move through the broader workflow process. When a performer moves from application to the workflow, to a different application, and then back to the first application, the PS solution tracks where they are and provides what they need.  It also learns and gets smarter based on the performance patterns of others. It's very similar in the way that companies such as Amazon use data to learn from buying patterns in order to recommend new things. The capacity to support performance across applications in a broader workflow process is in place today.  However, the ability for a PS solution to learn and adapt is still in its early stages. Stay tuned, though.  PS is getting smarter.  
• #15: Based on 137 respondentsMany of the “other” respondents were “we assess their needs”
• #16: Based on 137 respondentsMany of the “other” respondents were “we assess their needs”
• #17: The reason why this matters so much is that the business benefit derived at each stages goes up exponentially<click>Just think about the productivity improvements as PS gets goes from information to easy-to-follow, step-by-step support, and then gets more embedded and smarter. Productivity leaps ahead.<click>The same is true for support costs. The more “convenient” and the smarter PS gets, the better it does solving the users problem without calling the help desk.<click>With rapid access to support employees are much more likely to follow processes rather than veering off-course<click>And with good performance support training time can be significantly reduced because you don’t need to teach everything people need to know, you just need to show them where to find answers.
• #18: The reason why this matters so much is that the business benefit derived at each stages goes up exponentially<click>Just think about the productivity improvements as PS gets goes from information to easy-to-follow, step-by-step support, and then gets more embedded and smarter. Productivity leaps ahead.<click>The same is true for support costs. The more “convenient” and the smarter PS gets, the better it does solving the users problem without calling the help desk.<click>With rapid access to support employees are much more likely to follow processes rather than veering off-course<click>And with good performance support training time can be significantly reduced because you don’t need to teach everything people need to know, you just need to show them where to find answers.
• #19: The reason why this matters so much is that the business benefit derived at each stages goes up exponentially<click>Just think about the productivity improvements as PS gets goes from information to easy-to-follow, step-by-step support, and then gets more embedded and smarter. Productivity leaps ahead.<click>The same is true for support costs. The more “convenient” and the smarter PS gets, the better it does solving the users problem without calling the help desk.<click>With rapid access to support employees are much more likely to follow processes rather than veering off-course<click>And with good performance support training time can be significantly reduced because you don’t need to teach everything people need to know, you just need to show them where to find answers.