This article is part of the dialogue on human performance technology (HPT) models that began in the October 2011 issue of "Performance Improvement." In 1996, the author shared a new HPT model with "Performance & Instruction" readers. Since then, he has refined the model and added empirical research. In the spirit of continuous improvement, the…

Through vision, leadership, and creativity, Salisbury University's Blackwell Library transformed its access services department structurally and philosophically to better position itself to meet, and strive to exceed, today's user needs and expectations. Restructuring and the introduction of new leadership and new ideas provided the foundation for…

During the past several years, school systems have implemented a variety of organizational improvement initiatives, such as Six Sigma, Balanced Scorecards, Baldrige Criteria, activity-based costing, and managing for results. Unfortunately, evidence of sustained success is fleeting as school districts remain trapped in a time warp of command,…

APPA's highest institutional honor, the "Award for Excellence in Facilities Management (AFE)," recognizes those educational institutions whose facilities management organizations demonstrate quality in overall operations and effectiveness. The Award for Excellence is based on a set of criteria that include: Leadership; Strategic and…

Healthcare has become a rapidly changing field. With the introduction of value-based purchasing to determine reimbursement of Medicare providers based on the quality of care in addition to outcomes in treatment, the environment is becoming ever more competitive. Saint Philip's Hospital is among the largest non-profit hospitals in the nation…

This paper outlines the emerging trends for leadership in the knowledge era. It discusses these within the context of leading, creating and sustaining the performance development cultures that libraries require. The first step is to recognise that we all need to take leadership personally no matter whether we see ourselves as leaders or followers.…

Purpose: The purpose of this study is to examine the relationship between the quality culture and workforce performance in the Malaysian higher education sector. The study also aims to test and validate the psychometric properties of the quality culture and workforce performance instruments used in the study. Design/methodology/approach: A total…

In the early years of online retailing, having an online presence and low prices were believed to be key drivers of success. More recently, electronic service quality has become essential as an online marketing strategy. Online stores provide higher service quality to create online customer loyalty, improve customer satisfaction, and keep a…

Certified nursing assistants (CNAs) perform an important role in the long-term care system because they provide the majority of paid care to nursing facility residents. Unfortunately, annual CNA turnover often exceeds 100 percent nationally. Many factors account for this, including stressful working conditions, low pay, and limited benefits. The…

Purpose: The purpose of this article is to present the results of a study of an industrial company's top management team (TMT) that fought to survive an economic crisis. Specifically, the article seeks to focus on describing the TMT's composition, group processes, and work during a period of high external pressure; analysing the TMT's work in…

Purpose: The purpose of this paper is to provide a critical analysis of the importance of service excellence in higher education. Design/methodology/approach: The research upon which this paper is based employed a phenomenological approach. This method was selected for its focus on respondent perceptions and experiences. Both structured and…

Over the past 15 years, a growing number of mid-sized to large school district central offices have engaged in radical reforms to strengthen teaching and learning for all students districtwide. Such efforts mark a significant change in urban educational governance. The authors call these efforts "district central office transformation for teaching…

What happens when researching the radical unveils the simplest of solutions? This article tells the story of the 2007 ISPI Annual Conference Encore Presentation, Healthcare, Heal Thyself, sharing the findings of an exploration into high-performance health care facilities and their relevance to all organizations today. It shows how to overcome…

Total quality management based governance models tend to focus on incremental improvements within the boundaries of a single organization. This may limit the benefits of information technology because they are not complex enough to address business or performance problems that extend beyond the boundaries of a single organization. The research…

Discusses the use of total quality management (TQM), work process flow diagrams, and ISD (instructional systems development) tools with HPT (human performance technology) to address performance gaps in the Veterans Benefits Administration (VBA). Describes performance goals, which were to improve accuracy and reduce backlog of claim files. (LRW)