EPSScentral

CEO's Message

Performance support has its roots in the divide that exists between those who create and maintain the technical infrastructure that manages organization data and those who use technology to do the work. It was Gloria Gery who in 1987 decided enough was enough and envisioned a performance centered environment where time-to-competency is minimal. Fast-forward 21 years and we find a breathtaking set of processes and technologies that have spawned from "EPSS" thinking. But the divide still exists and the problems ensue. At EPSScentral we have articulated Performance Centered Design (PCD) as a systematic means of identifying the performance zone. PCD is a hybrid quality process that addresses business (organizational) process, knowledge management, and human factors. In simple terms, complexity in the work environment arises from problem processes, the absence of accessible, relevant knowledge and lack of usability. To tame complexity, the performer must be placed squarely in an environment where process is explicit and understood, knowledge is accessible (actionable information), knowledge is fused to process, and the artifacts of work and the dynamics of accomplishing work are commensurate with key human preferences and characteristics. W. Edwards Deming successfully applied these principles to manufacturing - PCD strives to apply them to knowledge work.

PCD is all around us. Consider, for example, Lean Six-Sigma, Business Transformation, Mission Assurance, Semantic Web, Ontology, User-Centered Design, Business Process Management, Knowledge Management and the list goes on. Each of these disciplines struggles with one or more aspects of the PCD triumvirate. All strive to recognize the failure in enterprise IT initiatives when technology has ruled, subordinating solid business sense. PCD addresses these issues squarely:

• Business drives the initiative, not IT.
• Key performance indicators are established through proper measurement and analysis
• Process must be integrated and made explicit
• Knowledge must be fused to process
• Technology must serve the people who do the work

EPSScentral ensures that gaps are closed by finding the performance zone and the triumvirate Process, Knowledge and Human Factors points the way. This is what we have documented, applied and proven as PCD. It is through this methodology - together with unique, proven tools - that allow us to help you achieve performance and competency with remarkable returns on your investment.

Gary J. Dickelman