The Two Performers: People and Technology

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BPTrends – April 2009

Written By: Alan Ramias, Cherie Wilkins

There are two types of performers that do the work of organizations – people and technology. They can perform work independent of each other, but often perform the work together as a human-technology team. Both are performing the work of the organization’s business processes. In order to effectively diagnose performance, design and implement change, and manage process performance, we need to understand and engineer the performance of individuals and technology systems.

Each of these performers exists in a performance system: a system of variables that influences how well the performer executes the work. Let us first understand these systems, the Human Performance System and the Technology Performance System. Later we will explore the usefulness of these models to those of us concerned with improving and sustaining process performance.

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For information on our Serious Performance Consulting workshop, which enables participants to diagnose and analyze performance problem (including those at the performer level), click here.