Serendipitous Performance Consulting: Five Easy Cases

When it comes to the professional practice of human performance technology and performance improvement, Geary Rummler is an unquestioned master. And Geary's new book, Serious Performance Consulting, should be taken seriously. But there is a lighter side to this. To illustrate the lighter, easie...

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Bibliographic Details
Published inPerformance improvement (International Society for Performance Improvement) Vol. 45; no. 1; p. 5
Main Author Nickols, Fred W
Format Journal Article
LanguageEnglish
Published Silver Spring International Society for Performance Improvement 01.01.2006
Subjects
Case Studies
Computers
Cost control
Examiners
Guidelines
Human performance
Insurance claims
Meetings
Performance Technology
Productivity
Resistance to Change
Supervisors
Work methods improvement
Workstations
United States > US
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Summary:When it comes to the professional practice of human performance technology and performance improvement, Geary Rummler is an unquestioned master. And Geary's new book, Serious Performance Consulting, should be taken seriously. But there is a lighter side to this. To illustrate the lighter, easier, faster, cheaper, and more forgiving approach to obtaining performance and productivity improvements, here are five cases from the author's own experience. All illustrate what the author calls "serendipitous performance consulting": 1. traveler's checks claims examiners, 2. financial aid assistants, 3. health insurance claims examiners, 4. the resolution reject rate, and 5. insurance underwriter productivity. The author makes these cases actionable on his part mostly in the form of principles useful in guiding action, not in terms of procedures to be followed: 1. Keep your eyes and ears open. 2. Ask questions, especially "why" questions. 3. Listen past the answers. 4. Seek and ye shall find. 5. Tweaking trumps reengineering. 6. Keep it simple.
ISSN:1090-8811
1930-8272