نظام پشتیبانی عملکرد الکترونیکی به عنوان راه‌حل جدید پشتیبانی عملکرد کارکنان در سازمان‌ها: ارائه چهارچوبی جهت طراحی آن
محورهای موضوعی :کیومرث تقی پور 1 , هاشم فردانش 2 * , جواد حاتمی 3 , ناصر مزینی 4
1 - دانشگاه تربیت مدرس
2 - دانشگاه تربیت مدرس
3 - دانشگاه تربیت مدرس
4 - دانشگاه علم و صنعت
کلید واژه: پشتیبانی عملکرد, نظام پشتیبانی عملکرد الکترونیکی, طراحی عملکردمحور,
چکیده مقاله :
در سال‌های اخیر، استفاده از نظام پشتیبانی عملکرد الکترونیکی برای بهسازی عملکرد کارکنان در سازمان‌ها متداول شده است. بی‌شک طراحی مناسب این روش جدید نقش تعیین‌کننده‌ای در اثربخشی و کارایی آن دارد. بر این اساس، پژوهش حاضر با هدف ارائه چهارچوبی برای طراحی نظام پشتیبانی عملکرد الکترونیکی انجام شد. روش تحقیق مورد استفاده در این مطالعه، تحلیل محتوای کیفی از نوع قیاسی بود. جامعه پژوهش، شامل کلیه منابع و مقالات مرتبط نمایه شده در پایگاه‌های اطلاعاتی پروکوئیست، اسپرینگر، ساینس‌دایرکت، امرالد، ابسکو، سیج، اریک، و گوگل اسکولار بود. نمونه‌برداری از این منابع با روش نمونه‌گیری هدفمند انجام گرفت، 45 مقاله و کتاب مطابق معیارهای مورد نظر بررسی شد، و داده‌های حاصله برای تشکیل چهارچوب پیشنهادی تلفیق گردید. در نتیجه این پژوهش؛ هفت اصل زمینه شغلی، رابط کاربر، سنجش و نظارت، دسترسی به منابع پشتیبانی عملکرد، انطباق‌پذیری، پاسخ‌دهی فوری، و قابلیت استفاده جهت رعایت در نظام پشتیبانی عملکرد الکترونیکی شناسایی گردید، راهبردهایی نیز برای عملیاتی ساختن آنها ارائه شد و در نهایت چهارچوبی برای چگونگی کاربست این اصول و راهبردها در طراحی نظام پشتیبانی عملکرد الکترونیکی پیشنهاد گردید. نتایج به دست آمده از این پژوهش می‌تواند راهنمای طراحان نظام پشتیبانی عملکرد الکترونیکی در انتخاب و تدارک نظام پشتیبانی عملکرد کارا و اثربخش برای ارتقای عملکرد کارکنان سازمان باشد.
In recent years, the use of Electronic Performance Support Systems (EPSS) has become common to improve the performance of employees in organizations. The appropriate design of this new method has definitely a major role in its effectiveness and efficiency. Therefore, the current study was conducted with the aim of providing a framework for the design of EPSS. Qualitative content analysis method of deductive type was used in this study. The study population consisted of all the relevant sources and articles indexed in databases such as, Proquest, Springer, Science Direct, Emerald, EBSCO, Sage, Eric, and Google Scholar. Sampling from these sources was conducted with the purposeful sampling method, 45 papers and books were evaluated according to the target criteria, and to form the proposed framework, the obtained data were combined. As a result of this study, seven principles were identified in order to comply with EPSS as follows: career context, user interface, assessment and monitoring, access to resources of performance support, adaptability, prompt response, and usability. In addition, strategies for operating them were presented, and finally the framework was presented in order to show how to apply these principles and strategies in the design of EPSS. The results of this study can be a guide for EPSS designers in the selection and provision of efficient and effective performance support system to improve the employee performance of the organization.
فردانش، هاشم. (1392). طراحی آموزشی (مبانی و کاربرد). تهران: سمت.
Altalib, H. (2002). ROI calculations for electronic performance support systems. Performance Improvement, 41(10), 12-22.
Barker, P., & Banerji, A. (1995). Designing electronic performance support systems. Innovations in Education and Training International, 32(1), 4-12.
Brown, L. A. (1996). Designing and developing electronic performance support systems. Newton, MA: Digital Press.
Cagiltay, K. (2006). Scaffolding strategies in electronic performance support systems: Types and challenges. Innovations in Education & Teaching International, 43(1), 93103. doi:10.1080/14703290500467673.
Carliner, S. (2002). Choices and challenges: Considerations for designing electronic performance support systems. Technical Communication, 49(4), 411-419.
Carroll, J. M. (1988). The paradox of the active user. In J. M. Carroll (Ed.), Interfacing thought: Cognitive aspects of human interaction (pp.80-111). Cambridge, MA Bradford Books.
Catanzaro M. (1988). Using qualitative analytical techniques. In Nursing Research; Theory and Practice (Woods P. & Catanzaro M. , eds), C. V. Mosby Company, New York, pp. 437–456.
Cavanagh, T. B. (2004). The new spectrum of support reclassifying human performance technology. Performance Improvement 43(4), 28-32
Chang, C. (2004). The relationship between the performance and the perceived benefits of using an electronic performance support system (EPSS). Innovations in Education and Teaching International, 41(3), 343-364.
Roy¹, M. C., Rannou, Y., & Rivard, L. (2007). The design of effective online help in Web applications. Journal of Knowledge Management Practice, 8(2).
Cole, K., Fischer, O., & Saltzman, P. (1997). Just-in-time knowledge delivery. Communications of the ACM, 40(7), 49-53.
Darabi, A., Nelson, D., & Mackal, M. (2004). Instructional efficiency of performance analysis training for learners at different levels of competency in using a web-based EPSS. Performance Improvement Quarterly, 17(4), 18-30.
Douglas, L. L. (2003). An EPSS approach to automated instructional design: Its effect on novice designers’ development. Dissertations Abstracts International, 1-169.
Elo,s & kyngas, h. (2008). The qualitative content analysis process. Journal of Advanced Nursing 62(1), 107–115.
Gery, G. (1991). Electronic performance support systems: How and why to remake the workplace through the strategic application of technology. Tolland, MA: Gery Performance Press.
Gery, G. (1995). Attributes and behaviors of performance-centered systems. Performance Improvement Quarterly, 8, 47-93.
Gery, G. (2003). Ten years later: a new introduction to attributes and behaviors and the state of performance-centered systems. In G.J. Dickelman (Ed.), EPSS revisited: A lifecycle for developing performance-centered systems (pp. 1-3). Silver Spring: International Society for Performance Improvement.
Gery, G. (2002). Achieving performance and learning through performance-centered systems. Advances in developing human resources, 4(4), 464-478.
Gong, Z., Muyeba, M., & Guo, J. (2010). Business information query expansion through semantic network. Enterprise Information Systems, 4(1), 1-22.
Hannafin, M., Hill, J., and Mac Carthy, J. (2001). Designing Resource Based Learning and Performance Support Systems. In D. A. Wiley (Ed.).The Instructional Use of Learning Objects: Online Version. Retrieved from: http://www.reusability.org/read/chapters/hannafin.doc.
Hudzina, M., Rowley, K., & Wager, W. (1997). Electronic performance support technology: Defining the domain. Performance Improvement Quarterly,10(1), 199-211.
Hung, W.-C., & Lockard, J. (2007). The design and impact of using an advance organizer guided behavior matrix to support teachers’ problem solving in classroom behavior management. Journal of Special Education Technology, 22(1), 23–39.
Hung, W. C. (1998). An analysis of the developmental process in an electronic performance Support System for behavior management in the classroom. Dissertations and Theses. Indiana University.
Hunt, D., Haynes, R., Hanna, S., Smith, K. (1998). Effects of computer based clinical decision support on physician performance and patient outcomes. Journal of the American Medical Assocation, 280(15).
Kelly, D. (2015). Findings from the Interview by Gery Wise about Using Electronic Performance Support Systems (EPSS). Retrieved from: http://twist.elearningguild.net/2015/05/guildchat-for-05082015-using-electronic-performance-support-systems-epss/.
Laffey, J. (1995). Dynamism in electronic performance support systems. Performance Improvement Quarterly, 8(1), 31-46.
Malcolm, S. E. (2001). Where EPSS will go from here. Training, 35(3). 64-69.
Mao, J. Y., & Brown, B. (2005). Effectiveness of online task support versus instructor led training. Journal of Organizational and End-User Computing, 17(3), 27-46.
Marrion, C. (2000). What is Performance-Centered Design?. Retrieved from: .http://www.smnweb.com/e-hr/letture/perform/pcd.htm.
McGraw, K. L. (1995). Selecting appropriate functionality and technologies for EPSS. Programmed Learning, 32(1), 13-22.
McKenney, S., & Van Den Akker, J. (2005). Computer-based support for curriculum designers: A case of developmental research. Educational Technology Research and Development, 53(2), 41-66.
McManus, P., & Rossett, A. (2006). Performance support tools: Delivering value when and where it is needed. Performance Improvement,45(2),8–16.
Milheim, W. (1997). Instructional design issues for electronic performance support systems. British Journal of Educational Technology, 28(2), 103-110.
Mothobi, N. (2013). Experiences of Physical Sciences teachers when introduced to an electronic expert system. Thesis Doctora, University Pretoria.
Nguyen, F. (2005). What you already know does matter: Expertise and Electronic performance support systems. Performance Improvement Journal, 45(4), 9-12.
Nguyen, F. (2009). The effect of performance support and training on performer attitudes. Performance Improvement Quarterly, 22(1), 95-114.
Nguyen, F., & Hanzel, M. (2007). Linking versus searching: A case study of performance support use. Performance Improvement, 46(10), 40-44.
Nguyen, F., & Klein, J. (2008). The effect of performance support and training as performance interventions. Performance Improvement Quarterly, 21(1), 95-114.
Nguyen, F., & Woll, C. (2006). A practitioner’s guide for designing performance support systems. Performance Improvement, 45(9).
Nguyen, F., Klein, J. D., & Sullivan, H. (2005). A comparative study of electronic performance support systems. Performance Improvement Quarterly, 18(4), 71-86.
Nguyen, K., &Yang, K. (2015).Create a Standard Performance Support Design Methodology. Retrieved from: http://www.learningsolutionsmag.com/articles/1699/create-a-standard-performance-support-design-methodology.
Park, S., Beak, E.,& Soon, J. (2002). Usability Evaluation Case Study of an Educational EPSS. Korean Association for Educational Information and Broadcasting. 8(1), 23-47.
Racine, b., Kralick, k., & Yesuraja, s. (2004). Defining an Effective Electronic Performance Support System. Usability interface, 10(3).
Raybould, B. (1995). Performance support engineering: An emerging development methodology for enabling organizational learning. Performance Improvement Quarterly, 8(1), 7-22.
Raybould, B. (2000). Building performance-centered web-based systems, information systems, and knowledge management systems in the 21st century. Performance Improvement, 39(6), 32–39.
Raybould, B. (2002). Performance Support Engineering Part One: Key Concepts. Performance Centered Learning to Support Knowledge Worker Performance. JIID, 14(3).
Reiser, R. A. (2002). History of instructional design and technology. In R.A. Reiser & J.V. Dempsey (Eds.), Trends and Issues in Instructional Design and Technology. Saddle River, NJ: Merrill/Prentice-Hall.
Richey, R., Klein, J., & Tracey, M. (2010). The Instructional Design Knowledge Base. New York, Routledge.
Rosenberg, M. (2013). At the moment of need: The case for performance support. The eLearning Guild. Retrieved from: http://elearningindustry.com/at-the moment-of-need-the-case-for-performance-support-free-white-paper.
Seak, R., Sungwook, H., & Min, B. (2001). Strategies for Building Integrated EPSS. In the annual preceedings of selected research and development. 1(2), 543-549, Atlanta, U.S.A.
Snipes, J. (2005). Blended learning: Reinforcing results. CLO Magazine. Retrieved from: http://www.ninthhouse.com/papers/4%20CLO%20Reinforcing%20 Results.pdf.
Stoyanov, S., Kommers, P., Martinez Mediano, C., & Bastiaens, Th. (2008). Performance support system in higher engineering education: introduction and empirical validation. International Journal of Continuing Engineering Education and Life-Long Learning, 18 (4).
Sumuer, E., & Yildirim, S. (2015). Exploring User Acceptance of an Electronic Performance Support System. Performance Improvement Quarterly, 27(4) P. 29–48.
Taylor, N., & Janet , K. (1998). STEPS: An EPSS Tool for Instructional Planning. Proceedings of Selected Research and Development Presentations at the National Convention of the Association for Educational Communications and Technology (AECT).
Wang, Q., Nieveen, N., van den Akker, J. (2007). Designing a computer support system for multimedia curriculum development in Shanghai. Educational Technology, Research and Development; 55, 3.
Williams, J. (2004). Developing Performance Support for Computer Systems: A Strategy for Maximizing Usability and Learnability. CRC Press.