By Dr. Conrad Gottfredson
Everything we have been doing in designing, developing, implementing,
and measuring 5 Moments of Need solutions has, as its primary intent, enabling
employees to perform effectively in fluid-task environments. There’s nothing
more fluid than the Moments of Apply, Solve, and Change. When Peter Senge challenged organizations to
develop the capacity to learn and adapt quickly he was, in reality, challenging
them to learn at all 5 Moments.
Part 1 of
this blog showed how The 5 Moments of Need can provide organizations implementable concrete prescriptions for
moving forward as a learning organization.
But as noted, two other obstacles stand in the way. Here’s how The 5 Moment’s addresses them:
The 5 Moments response to obstacle 2: Lack of Tactical Alignment
From the HBR
article: “Second, the concept was aimed at CEOs and senior executives
rather than at managers of smaller departments and units where critical
organizational work is done. Those managers had no way of assessing how their
teams’ learning was contributing to the organization as a whole.”
Just following the financial downturn in 2008, Dr. Timothy Clark
and I coauthored a research report, “In Search of Learning Agility.” In that report
we acknowledged that any true learning organization requires “leaders who stand
first in line to model patterns of high performance learning.” We asserted that
“this shift in how leaders lead may be the biggest shift in emphasis in
leadership development theory. As a pattern, high performance learning leaders must
be exceptionally attuned to the changing environment and the perishable nature
of competitive advantage. Because of this ongoing acknowledgement, this new
kind of leader is less wedded to trappings of status and privilege, less
ego-driven, less yearning for deference, and certainly less attached to the
status quo. Instead, dynamic learning leaders are more concerned with
understanding the changing ecology of their organizations and protecting the
value the organization has created through a vigilance and readiness to learn
and adapt. These leaders understand that learning is where advantage comes
from, that it represents the highest form of enterprise risk management, and
that the biggest risk a firm can take is to cease to learn.”
Certainly, leadership is an important start. They do need to
possess deep patterns of aggressive and self-directed learning. However, the
same holds true for those they lead. The ability of leaders to engage their
workforce in ever changing environments is no small feat. No matter how adaptive
leaders might be, their adaptiveness can’t compensate for lethargic workflow
processes. These inflexible organizational systems are what Senge warned
against and eventually defeated his efforts. An organization’s workforce must not
only be ready and willing to follow its leaders, it must also be aligned
tactically, and adapt individually and collectively so it can navigate change rapidly
and effectively.
There are two additional factors that enable the responsiveness of
an organization’s workforce. First, tactical
workflow practices need to be visible and manageable to the organization. Although employees may have figured out what
they need to do individually to successfully perform their own jobs, what they actually
do needs to be mapped by the organization so it can be intentionally supported,
optimized, aligned, and realigned to meet ever changing market priorities. This
is a fundamental practice in the discipline of performance support. Efforts by
organizations historically to map workflow processes failed miserably to
support this need because those efforts never reached deep enough into the
tactical operations of the organization. The methodology of performance support
requires making those connections.
Second, today’s workforce needs to be rapid, adaptive, and
collaborative in how they learn, unlearn, and relearn. They must cultivate a
mindset that anticipates change. These dynamic performers must also have access
to tools to help them detect change before it is on top of them. Because they
live in a state of continuous change, they must also cultivate personal
learning strategies that minimize the probability of their own skills becoming
automated (deeply rooted) unless those skills merit becoming so. These dynamic
learners learn on the run and rely on performance support tools to assist them
at every moment of learning, unlearning, and relearning. And when these dynamic
learners see change coming at them, they know how to assess their current
readiness to perform, identify what skills and knowledge they need to cast
aside and then determine how to take advantage of performer support systems to
assertively adapt to the conditions around them.
The 5 Moments response to obstacle 3: Inability to Monitor and Measure Business
Impact
From the HBR
article: “Third, standards and tools for assessment were lacking. Without
these, companies could declare victory prematurely or claim progress without
delving into the particulars or comparing themselves accurately with others.”
In 1978, when Gloria Gery was the Director of IT and End User
Training at Aetna, she was asked to provide a report using traditional learning
metrics. Her response to her leaders was, “Why don't we weigh the students and
report on a cost per pound?” She went on to publish an article titled “Why
Don’t We Just Weigh Them?”[1]
In that article, Gery encouraged organizations to focus on a different set of measures,
measures that focused on actual business impact, with this insight.
It's
much easier to actually employ these assessments in a performance support
environment because the connections between performance support in the actual
work context is so much more direct than the distance between training events
and work performance. That very statement says a lot, doesn't it? – Gloria Gery
What Gery understood was that one of the primary benefits from
embedding a performance support solution into the workflow is the ongoing
measurement capability it can then provide an organization. An Embedded Performance Support System (EPSS)
is designed specifically to support on-the-job performance. When people choose to use that EPSS to help
them perform their work, their usage patterns provide vital data points that
can be directly associated with business impact measures.
Here are just some of the impact areas Gery identified that an
EPSS can help measure:
Increase
profitability
- reduced support costs
- reduced work stoppage
- reduced transaction costs
- work shifted to less experienced employees or to customers
Optimize
performance in the flow of work
- successful completion of mission-critical skills
- optimized mission/work processes
- reduced time to proficiency
- reduced work stoppage
- time to successful performance
- decreased gap between less experienced and star performers
Reduce
operational risk
- critical error reduction
- use of mission-critical assets (policies, intellectual assets, etc.)
Cultivate
a dynamic engaged workforce
- reduced time to changed performance
- increased user adoption
- increased performer confidence
- increased confidence between co-workers
Here are a few blogs that provide deeper detail. If you haven’t
read them, they’ll reinforce what you’ve read so far.
It was encouraging to read the July 2019 article in The
Atlantic regarding what the Navy has been doing in this area. Our company
just completed hosting a second Benchmarking Summit seeking to identify the
challenges and associated best practices and lessons learned in this vital area,
There simply isn’t a more important organizational challenge today for us to
solve. For learning leaders, the call to action is clear. It’s time to give
learning’s greatest failure a second chance.
More 5 Moments of Need Resources.
More 5 Moments of Need Resources.
[1] May/June 1997. See also: https://slideplayer.com/slide/2527022/
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