Preface.

PART 1: ESTABLISHING THE FOUNDATION FOR PERFORMANCE IMPROVEMENT IN COMPLEX SYSTEMS.

1. Organizations as Complex Systems.

Living and Working in Complex Systems.

Moderately Complex Systems.

Highly Complex Systems.

Summary of This Chapter.

Suggestions for Further Reading.

2. Stakeholders and Support for Performance.

Performance and Performers.

Stakeholders in Performance.

Organizational Factors That Support Performance in Complex Systems.

Summary of This Chapter.

Suggestions for Further Reading.

3. The Performance Consultant.

The Role of the Performance Consultant.

The Human Performance Technology (HPT) Process.

Organizations as Complex Systems.

Partnering and Consulting with Other Stakeholders.

Summary of This Chapter.

Suggestions for Further Reading.

PART 2: TOOLS FOR STAKEHOLDERS TO IMPROVE PERFORMANCE.

4. Developing Stakeholder Strategies to Improve Performance.

Low Performance Levels Following Training Interventions.

Stakeholder Support for Performance.

Recommended Stakeholder Strategies to Support Performance.

Summary of This Chapter.

Suggestions for Further Reading.

5. Evaluation to Measure and Support Performance.

Evaluation as a Tool to Measure and Support Performance.

Levels of Evaluation of Training Interventions.

The Role of Evaluators in Supporting Learning and Performance.

Summary of This Chapter.

Suggestions for Further Reading.

6. Partnering and Consulting with Managers.

Establishing Partnering Relationships with Managers.

Consulting with Managers on a Performance Improvement Intervention.

Supporting the Performance of Stakeholders in Performance Improvement Interventions.

Summary of This Chapter.

Suggestions for Further Reading.

PART 3: APPLICATIONS OF PERFORMANCE IMPROVEMENT IN REAL-WORLD SYSTEMS.

7. Sleuthing Out Performance Consulting’s Best Partners (Julie S. Hile).

The Call for Performance Consultants’ Best Stakeholders.

Lessons Learned from the Performance Consulting/S&H Partnership.

The Canadian National Railway U.S. Operation’s Safety Rule Book Revision Process.

Summary of This Chapter.

Suggestions for Further Reading.

8. Implementing Transfer of Learning to Performance in a Complex International System (Richard L. Sullivan).

An International Complex System.

Moving from Training to Performance Improvement.

Transfer of Learning to Performance.

The Case of Improved Infection Prevention Practices.

Summary and Lessons Learned.

Suggestions for Further Reading.

9. e-Learning and Support for Performance (Kenneth W. Finley, Jr.).

What Constitutes e-Learning.

Current e-Learning State of the Art.

e-Learning Enablers and Disablers.

Stakeholder Support for Transfer of e-Learning to Performance.

Summary of This Chapter.

Suggestions for Further Reading.

Glossary.

References.

Index.

About the Authors.

Pfeiffer Publications Guide.