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Context-Based Workforce Performance Support: Power to the People

EPSS_pic.jpgLast year my group was reorganized, and that was just the beginning. Our mission/vision/processes were reorganized, too. And so were the tools we use to accomplish said mission and vision. What had been a comfortable “one-process-fits-all” work environment is now a “pick a process – any process.”

When I start today’s new process and use today’s new application, I could use some help.

I know I am not alone. These days, creating innovative ways to reduce the learning curve is as important as product or process innovation. Quite frankly, as a struggling worker, I think it’s more important. That’s what context-based performance support and training is all about.

An SAP presentation on its SAP Workforce Performance Builder has me imagining a workplace where just-in-time “micro-learning” goes hand-in-hand with the process du jour. I could have context-sensitive, step-by-step process guidance helping me do my job perfectly from the start. With a click of a button, I could jump from the application to a simulation or reference materials to help me with my current task. I could avoid pestering my colleagues or waiting on the help desk when I get stuck in an application. I enjoy a system that knows what I need – and “pushes” it to me automatically – if and when I need it. And I could be confident that the next person in the process has the same support, so overall productivity increases.

Based on customer experiences with SAP Workforce Performance Builder, this electronic performance support and e-learning system can:

  • Reduce help-desk inquiries by up to 62%
  • Reduce support and training costs by up to 70%
  • Speed up process execution by up to 73%

Hint to management: We folks actually doing the work can tell you that it takes more time than you know (read lower productivity) to do a new job with a new or upgraded tool. I believe in the numbers SAP cites. There’s a place in any 21st century organization for context-based performance support and training.

If you’re ready to imagine the future of performance support, check out Maximize the Skills of Your People with Powerful, Flexible Performance Support. You might also be interested in more information about how SAP can address specific performance support and training needs.

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