Volume 62: Issue 5

EDITOR’S NOTES

IN THIS SECTION, Dr Judith Hale interviews International Society for Performance Improvement (ISPI) Members, so that readers can learn about colleagues. She is featuring a new member/emerging/re-emerging professional, along with a notable long-term member of the Society. Jack Phillips is an established thought leader and author, as well as chairman of the ROI Institute, Inc. Patti Phillips is an esteemed author and CEO of the ROI Institute and serves on the ISPI Board of Directors as our Director of Engagement and also serves on ISPI’s Publications Committee.

INTERVIEW WITH JACK PHILLIPS

What attracted you to Performance Improvement (PI)/Human

Total quality management involves providing customers with ongoing improvements in quality, and it surrounds all aspects of a business’s products and services. Specifically, service quality concerns the services a business provides and whether they meet customer expectations and needs. Although each industry differs in what providing its service looks like, 10 dimensions are commonly attributed as determinants of service quality. We analyze these 10 determinants of service quality, then go on to apply this framework to other sectors, including the energy sector. We give recommendations for ProRate Energy Inc.’s innovative rate design, called ProRate/CLEP, and these recommendations can benefit and improve their service quality when they implement their pricing rate design as an alternative rate structure for rate payers.

Individual learning efforts can be shown to aggregate within firms and explain the structural limits of knowledge creation, and these limits are often rooted in the heuristic shortcuts and limits of individual and group cognition and communication.

Benefits from organizational learning should be apparent and measurable, and, at a minimum, these positive outcomes for the firm may come in the form of more efficient or effective human resource allocation and may generate significant innovations and the improved distribution of physical or financial resources, thereby resulting in savings or increased financial returns from applying superior knowledge, compared with rivals.

EXECUTIVE SUMMARY

The virtual behavior engineering model builds off Gilbert’s original behavior engineering model and Chevalier’s updated model and integrates user experience qualities. While the user experience typically refers to technology, its qualities are relevant to all facets of remote work. By analyzing each of the six influence frames, we can get better insight into root causes and their relationships. This improved understanding will help us prioritize and design better solutions to close a given performance gap.

EDITOR'S NOTES

SPECIAL FEATURE: KNOW YOUR COLLEAGUES: JACK PHILLIPS AND PATTI PHILLIPS

EDITOR’S NOTES

INTERVIEW WITH JACK PHILLIPS

What attracted you to Performance Improvement (PI)/Human

DETERMINANTS OF EFFECTIVE SERVICE QUALITY IN PRICING RATE DESIGN IMPLEMENTATION

A HOLISTIC MODEL OF COGNITIVE THEORY TO EXPLAIN KNOWLEDGE CONSTRUCTION AND DISSEMINATION IN ORGANIZATIONS USED FOR COMPETITIVE ADVANTAGE

EXECUTIVE SUMMARY

THE VIRTUAL BEHAVIOR ENGINEERING MODEL: 6 BEHAVIOR INFLUENCE FRAMES FOR A REMOTE WORKFORCE

OPTIMIZING PERFORMANCE IN THE REFRIGERATION INDUSTRY: AN HPT APPROACH

SPECIAL FEATURE: KNOW YOUR COLLEAGUES

LIFE, A FULL CIRCLE? FROM WINNING THE ISPI CASE STUDY COMPETITION TO JUDGING IT! REFLECTION OF THE PAST AND THE PRESENT

FROM THEORY TO PRACTICE—SHAPING THE FUTURE OF PERFORMANCE IMPROVEMENT

LEVERAGING HPT TO ENHANCE HVAC TECHNICIAN RETENTION: A MULTISITE CASE STUDY

OPERATIONS MANAGEMENT STRUCTURE APPLIED IN PRICING RATE DESIGN IMPLEMENTATION

BEING RESPONSIVE IN TIMES OF CHANGE

VALUING TIME TO REFLECT

SPECIAL FEATURE: KNOW YOUR COLLEAGUES: JACK PHILLIPS AND PATTI PHILLIPS

EDITOR'S NOTES