Human Behavior in Pursuit of Improvement
Both the Longenecker and Griffith articles refer to the human dimensions of improving performance. Even anonymous authors are showing that engagement is critical to performance. For similar conclusions matched to actionable recommendations and specific planning aids, we often refer to Thomas Gilbert's work. His seminal books (e.g., Human Competence: Engineering Worthy Performance) are based on empirical observations and divide causes for shortfalls in performance into six areas:
- The exact expectations of conduct within a job as well as specific job feedback on performance. Access to all the information needed to align personal actions with the organization's and to perform at the highest level of personal capabilities.
- Tools and resources that assist in completing work, such as computer systems, job aids, guides, help and assistance.
- Financial and non-financial incentives/consequences for doing work including respect and freedom from harassment.
- Training to do a job that is more than adequate in quantity and quality.
- A job that meshes with personal characteristics and capacities or, failing that, development of those capacities.
- The desire to do one's best, and remain engaged with the immediate team as well as the remainder of the organization.
You will note that the first three root causes are related to organizational performance or shortfalls. The second three causes are related to individual performance or shortfalls. Surveys of individual performers place about 25% of the blame for shortfalls at their own feet and 75% at the organization's. This might be viewed as self-serving, but managers themselves change this only to 60%-40% when speaking of needed improvement in their own staff. In other words, they feel they and their organizations do a poor job of providing needed information, tools, resources and incentives to drive the correct behavior in the people who work for them. Because the Gilbert model provides such clear directions to counter specific shortcomings, it is an ideal companion for you as you improve Human Capital, employee engagement and the success of your improvement initiatives.
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