Darlene M. Van Tiem, PhD, CPT, CPLP, is an associate professor emerita at the University of Michigan, Dearborn and faculty member of Capella University. Previously, Van Tiem served as Human Resources Training Director for Ameritech Yellow Pages and Curriculum Manager for General Motors Technical Curriculum. James L. Moseley, EdD, LPC, CHES, CPT, is an associate professor at Wayne State University's College of Education Instructional Technology Program. In addition to teaching, he serves as both an internal and external consultant in program evaluation, performance improvement, and health education.

• LIST OF FIGURES xv LIST OF TABLES xvii LIST OF EXHIBITS xixLIST OF CASE STUDIES xxiLIST OF PERFORMANCE SUPPORT TOOLS xxiiiACKNOWLEDGMENTS xxvFOREWORD—THE PRACTICE OF PERFORMANCE IMPROVEMENT, BY JUDITH A. HALE xxviiFOREWORD—FUNDAMENTALS OF PERFORMANCE TECHNOLOGY, BY DALE BRETHOWER xxixFOREWORD—PERFORMANCE IMPROVEMENT INTERVENTIONS, BY WILLIAM W. LEE xxxiiiINTRODUCTION xxxvSECTION 1: PERFORMANCE IMPROVEMENT AND THE PERFORMANCE IMPROVEMENT/HPT MODEL 1CHAPTER 1 OVERVIEW OF PERFORMANCE IMPROVEMENT 3CHAPTER 2 PERFORMANCE IMPROVEMENT/HPT MODEL—AN OVERVIEW 41CHAPTER 3 CHANGE MANAGEMENT 61CASE STUDY 1.1BOUTIQUE MARKETING COMPANY 81CASE STUDY 1.2STRATEGIC PERFORMANCE MANAGEMENT IN GEORGIA EDUCATION 89CASE STUDY 1.3REDUCING MUNICIPAL STRIFE THROUGH ENGAGEMENT 95CASE STUDY 1.4AMWAY CORPORATION: DRIVING CONSISTENT, STRATEGIC PERFORMANCE OF DISTRIBUTORS GLOBALLY 103CASE STUDY 1.5USING HUMAN PERFORMANCE TECHNOLOGY (HPT) TO SELECT PROJECTS THAT YIELD RESULTS 111SECTION 2: PERFORMANCE ANALYSIS 121CHAPTER 4 OVERVIEW OF PERFORMANCE ANALYSIS 123CHAPTER 5 ORGANIZATIONAL ANALYSIS 133CHAPTER 6 ENVIRONMENTAL ANALYSIS 145CHAPTER 7 GAP ANALYSIS 155CHAPTER 8 CAUSE ANALYSIS 163CASE STUDY 2.1THE BLAKE COMPANY/MUTSCHLER KITCHENS 179CASE STUDY 2.2PHYSICIAN PERFORMANCE REPORT ACCURACY AND TIMELINESS 185SECTION 3: INTERVENTION SELECTION, DESIGN, AND DEVELOPMENT 193CHAPTER 9 INTERVENTION SELECTION 195CHAPTER 10 LEARNING INTERVENTIONS 243CHAPTER 11 PERFORMANCE SUPPORT INTERVENTIONS 281CHAPTER 12 JOB ANALYSIS/WORK DESIGN INTERVENTIONS 291CHAPTER 13 PERSONAL DEVELOPMENT INTERVENTIONS 313CHAPTER 14 HRD INTERVENTIONS 325CHAPTER 15 ORGANIZATIONAL COMMUNICATION INTERVENTIONS 363CHAPTER 16 ORGANIZATION DESIGN AND DEVELOPMENT 373CHAPTER 17 FINANCIAL SYSTEMS INTERVENTIONS 395CHAPTER 18 INTERVENTION DESIGN 407CHAPTER 19 MAKING THE BUSINESS CASE 423CHAPTER 20 INTERVENTION DEVELOPMENT 443CASE STUDY 3.1NO ROOM FOR ERROR 451CASE STUDY 3.2ACQUISITION OF WESTFORD BANK BY SPRING HARBOR BANK 459EXHIBIT 3.1INFORMATION TECHNOLOGY COMPANY ALIGNS WORKFORCE TO BUSINESS STRATEGY AND DIRECTION 465SECTION 4: INTERVENTION IMPLEMENTATION AND MAINTENANCE 473CHAPTER 21 INTERVENTION IMPLEMENTATION AND MAINTENANCE 475CHAPTER 22 TECHNIQUES FOR IMPLEMENTATION AND MAINTENANCE 489CASE STUDY 4.1CHURCH PENSION FUND: THE GREAT MODEL 509CASE STUDY 4.2ST. LUKE LUTHERAN CHURCH AND SCHOOL 517SECTION 5: INTERVENTION EVALUATION 527CHAPTER 23 OVERVIEW OF EVALUATION 529CHAPTER 24 PLANNING AND CONDUCTING EVALUATION 545CASE STUDY 5.1ABC AUTOMOTIVE COMPANY—DEALERSHIP SALES AND MARKETING ACADEMY 571CASE STUDY 5.2COMMUNITY HEALTHCARE ASSOCIATION OF THE DAKOTAS 577APPENDICES 585APPENDIX A ISPI’S PERFORMANCE TECHNOLOGY STANDARDS 587APPENDIX B CERTIFIED SCHOOL IMPROVEMENT SPECIALIST STANDARDS 613APPENDIX C ISPI’S CODE OF ETHICS 617GLOSSARY 623ABOUT THE AUTHORS 639NAME INDEX 641SUBJECT INDEX 645