مقایسه سطوح سه گانه نظام پشتیبانی عملکرد الکترونیکی بر بهبود عملکرد و افزایش کارایی کارکنان (مطالعه موردی: کارکنان شرکت بیمه دی)
محورهای موضوعی : روش های نوین آموزش وتوسعه منابع انسانیمرجان زاهدیان 1 , هاشم فردانش 2 , جواد حاتمی 3 , کیومرث تقی پور 4
1 - تربیت مدرس
2 - دانشگاه تربیت مدرس
3 - دانشگاه تربیت مدرس
4 - دانشگاه تبریز
کلید واژه: بهبود عملکردکاراییپشتیبانی عملکردنظام پشتیبانی عملکرد الکترونیکی,
چکیده مقاله :
هدف پژوهش حاضر مقایسه سطوح سه گانه نظام پشتیبانی عملکرد الکترونیکی (درونزا، برونزا و بیرونی) بر بهبود عملکرد و افزایش کارایی کارکنان می باشد. پژوهش حاضر از نظر هدف کاربردی و از نظر روش، نیمه آزمایشی و طرح پس آزمون با گروه کنترل می باشد. جامعه آماری در این پژوهش 750 نفر از نمایندگان شرکت بیمه دی بودند که 90 نماینده به شیوه نمونه گیری خوشه ای انتخاب و به صورت تصادفی در سه گروه نظام پشتیبانی عملکرد الکترونیکی درونزا، برونزا و بیرونی جایگزین شدند. به-منظور سنجش عملکرد واقعی نمایندگان، با کمک متخصصین موضوعی، پرسشنامه ای طراحی و برای تعیین روایی پرسشنامه از روایی محتوایی و برای تعیین پایایی از روش پایایی مصححان (ضریب همبستگی 79/0 ) استفاده گرید. جهت سنجش کارایی، زمان ورود و خروج نمایندگان به محیط الکترونیکی صدور بیمه نامه برآورد گردید. داده های گردآوری شده با استفاده از تحلیل واریانس چند متغیری و آزمون های تعقیبی تحلیل شد. نتایج بدست آمده نشان داد نمایندگان حاضر در گروه نظام پشتیبانی عملکرد الکترونیکی درونزا و برونزا، نسبت به نمایندگانی که از نظام پشتیبانی عملکرد الکترونیکی بیرونی استفاده کرده بودند، عملکرد بهتری داشتند. همچنین نمایندگان حاضر در گروه نظام پشتیبانی عملکرد درونزا نسبت به نمایندگان دو گروه دیگر توانسته بودند فعالیت شغلی خود را در مدت زمان کوتاه تری انجام دهند.
The purpose of this study was to measure the effectiveness of the three types of electronic performance support systems (Intrinsic, Extrinsic, and External) on employee performance improvement. The statistical population in this research was 750 insurance agents of the Day insurance. The cluster sampling method was used to select 90 participants. These participants were divided randomly into three groups: Intrinsic and Extrinsic, and External Performance Support Systems. To assess the performance of the participants, we used questionnaires, and for efficiency, insurance agent's arrival, and departure time to the electronic environment were estimated. The collected data was analyzed using MANOVA. The results of the data analysis showed that the insurance agents who participated in the Intrinsic and Extrinsic Performance Support Systems had better performance. In addition, Intrinsic Performance Support Systems participants have been able to perform their job responsibilities in a shorter time than insurance agents of the other two groups.
Jalilvand M. Necessity and role of education in human resource improvement and development. University of Tehran, 2009;72:68-70
Richey R., Klein J., & Tracey, M W. The instructional design knowledge base: Theory, research and practice.2010. New York: Taylor & Francis.
Wilmouth F. S., Prigmore C., & Bray M. HPT models: An overview of the major models in the field. In R. Watkins & D. Leigh (Eds.), Handbook of improving performance in the workplace.2010;2:5-26
Van Tiem D. M., Moseley J. L., & Dessinger J. C. Fundamentals of performance improvement. 2012. San Francisco: Pfeiffer.
Jinabhai D. C. New Challenges for South African Development and Training — Linkages to Empirical Research. SAGE Journal, 2005;34 (1):85-101
Bunch K.J. Training Failure as a Consequence of Organizational Culture. Human Resource Development Review.2007; 6(2): 142-163.
Duke D. Southeastern N. The Challenges of Developing Training Programs for Generation Next. The Journal of Human Resource and Adult Learning, 2009;5(1): 168-175
Mndeme I.S. Factors limiting effective implementation of training programs in parastatal orgazitations in Tanzania: A case study of Tanzania electric suppl. (Doctoral dissertation). 2011
Thalheimer W. The Five Failures of Workplace Learning Professionals.2011. http://www.willatworklearning.com/2011/10/the-five-failures-of-workplace-learning-professionals.html
Tucker A.L, Heisler W.S, Janisse L.D. Organizational Factors that Contribute to Operational Failures in Hospitals.2013. Harvard Business School. http://hbswk.hbs.edu/item/organizational-factors-that-contribute-to-operational-failures-in-hospitals
Beer M, Finnstorm M, Schader D. The Great Training Robbery.2016. Harvard Business School. http://www.hbs.edu/faculty/Publication%20Files/16-121_bc0f03ce-27de-4479-a90e-9d78b8da7b67.pdf
Mavros. J. Why Training Fails. 2016. Safety Decisions. https://www.predictivesolutions.com/wp-content/uploads/2016/04/SD_0416-4_Why-Training-Fails_JM_reprint.pdf
Kazemi M, Hamrahi M. Pathology of training courses based on SIP model (Case study: Fars province). Management Research.2009; 2(4):113-130.
Rashtiani S, Abbaspoor A. Challenges of organizational training process (Case study: Alborz Insurance Company). The second conference on the pathology of organizational education with a practical approach based on executive experiences in organizations. 2012:1-11.
Hoseini M, Shami M, Khanifar H. Training pathology based on OEM model (Case study: education areas of Qom province). Organizational culture management.2015; 13(4):1201-1224.
Razeghi M, Mirzamani Bafghi M, Araghie A. A review of training courses from the perspective of experts from learning disability centers in the cities of Tehran province. Quarterly Journal of Counseling and Psychotherapy.2015; 4(14):24-38.
Rosenberg M. Performance technology, performance support, and the future of training: A commentary. Performance Improvement Quarterly.1995; 8(1): 94-99.
Brown L.A. Designing and Developing Electronic Performance Support Systems. 1th.1996. Butteworth. Digital Press.
Rossett A. Schafer L. Job aids and performance support: Moving from knowledge in the classroom to knowledge everywhere. 2007. San Francisco, CA: Pfeiffer & Co.
Hung W. Chao C. Integrating advance organizers and multidimensional information display in electronic performance support systems. Innovations in Education and Teaching International, 2007; 44(2): 181-198.
Van Schaik P. Psychological perspective. In P. Barker & P. Van Schaik (Eds.), Electronic performance support: Using digital technology to enhance human performance 2016. Burlington, VT: Gower Publishing
Gery G. Electronic Performance Support Systems. 1991. Weingarten Publications, Boston.
Raybould B. Solving human performance problems with computers. A case study: Building an electronic performance support system. Performance and Instruction. 1990b; 29(10): 4-14.
Carr C. Performance support systems-the next step? Performance Improvement. 1992;31(2): 23-26
Barker P. Banerji A. Designing electronic performance support systems. Innovations in Education and Teaching International.1995; 32(1): 4-12.
Taghipour Q. Design, implementation, and evaluation of electronic performance support system to improve the professional performance of teachers in the field of educational design.2016. doctoral dissertation, Tarbiat Modares University
Geber G. Help: the rise of performance support systems, Training. 1991; 28(12):23–29.
Laffey J. Dynamism in electronic performance support systems. Performance Improvement Quarterly.1995; 8(1): 31-46.
Moore J.L. Orey M. A. The Implementation of an Electronic Performance Support System for Teachers: An Examination of Usage, Performance, and Attitudes. Performance Improvement Quarterly. 2001;14(1): 26-56
McKay J. Wager WW. Electronic performance support systems: Visions and viewpoints. In: Reiser RA, Dempsey JV (eds.) Trends and Issues in Instructional Design and Technology.2007. Upper Saddle River, NJ: Merrill Education/Prentice-Hall, pp.
Gery, G. Attributes and behaviors of performance-centered systems. Performance Improvement Quarterly.1995 ;( 8): 47-93.
Chang CC. The relationship between the performance and the perceived benefits of using an electronic performance support system (EPSS). Innovations in Education and Teaching International.2004; 41(3), 343-364.
Sleight DA. Types of electronic performance support systems: Their characteristics and range of designs. 2013. [Electronic version]. http://openacademy.mindef.gov.sg/OpenAcademy/LearningResources /EPSS/c7.htm
Levin, S. (1994). Basic of electronic performance support systems. Alexandria, VA: American Society for Training and Develop
Nguyen F. Klein J.D. and Sullivan, H.A comparative study of electronic performance support systems’, Performance Improvement Quarterly.2005; 18 (4):71–86.
Huff D. C. The effects of EPSS selection controls on incidental learning, performance time and task accuracy.2006. Doctoral dissertation. Wayne State University.
Raybould B. Building performance-centered web-based systems, information systems, and knowledge management systems in the 21st century. Performance Improvement, 2000:39(6), 32–39.
Raybould B. Performance Support Engineering Part One: Key Concepts. Performance Centered Learning to Support Knowledge Worker Performance. JIID. 2002; 14(3).
Morrison J.E. Witmer B.G. A Comparative Evaluation of Computer-Based and Print-Based Job Performance Aids. Journal of Computer-Based Instruction.1983; 10(3):73-75.
Duncan C.S. Job aids really can work: A study of the military applications of job aid technology’, Performance and Instruction. 1985:24(4):1–4.
Hunt D.L. Haynes R.B. Hanna S.E. Smith, K. Effects of computer-based clinical decision support systems on physician performance and patient outcomes. Journal of the American Medical Association.1998; 280(15):1339–1346.
Juang Y. Liu T. Chan T .Web-based Performance Support System for School based Curriculum Development: SBCDSS. Computer Science and Information Systems. 2005; 2(2):37-64.
McKenney S. Akker J. Computer-based support for curriculum designers: A case of developmental research.2005:53 (2):41-66
Jury T. Electronic Performance Support for E-Learning Analysis and Design. Nova Southeastern University.2007. Doctoral dissertation.
Bhandari R. Electronic Performance Support Onboard Ship. Institute of Marine Engineers2009. http://imare.in/media/30623/paper-no8b-2-mr-rajan-bhandari.pdf
Odom C. An overlooked perspective: The human aspect of implementing an electronic performance support system in a call center environment. 2009. Doctoral dissertation.
Peng H. Chuang P.-Y. Hwang G.-J. Chu H.-C. Wu T.-T. Huang S.-X. Ubiquitous Performance-support System as Mind tool: A Case Study of Instructional Decision Making and Learning Assistant. Educational Technology & Society.2009; 12 (1):107–120.
Cibulka N. J. Crane-Wider, L. Introducing personal digital assistants to enhance nursing education in undergraduate and graduate nursing programs. Journal of Nursing Education. 2011; 50(2), 115-118.
McKee M. The effect of mobile performance support devices on anxiety and self-efficacy of hospital float staff. 2012. Doctoral dissertation.
Olagunju A. Mokwe M. Anderson J. Effective Electronic Performance System Training for Supporting the Clinical Activities of Physicians.2012. http://www.iiis.org/CDs2012/CD2012IMC/ICETI_2012/PapersPdf/EB850ZW.pdf
Sumuer E. Yildirim S. Exploring User Acceptance of an Electronic Performance Support System. Performance Improvement Quarterly.2015; 27 (4).29 – 48.
Saronga. H, Duysburgh. E, Massawe. S, Dalaba. M, Wangwe. P, Sukums.F, Leshabari. M, Blank A. Sauerborn R. Loukanova S. Cost-effectiveness of an electronic clinical decision support system for improving quality of antenatal and childbirth care in rural Tanzania: an intervention study. 2017. BMC Health Serv Res. https://www.ncbi.nlm.nih.gov/pmc/articles/PMC5547541/
Gal E. Nachmias R. Implementing On-Line Learning and Performance Support Using an EPSS. Interdisciplinary Journal of E-Learning and Learning Objects. 2011; 9:213–223.
Akbari S. Investigating the current and desirable status of the training process in Iran Insurance Training Center. 2003. Master Thesis. Shahid Beheshti University.
Rashtiani S. Comparison of the current and favorable situation of training process of state-owned insurance companies of Iran, Alborz, Asia and Dana in Tehran from the perspective of course participants and providing an appropriate model. 2010. Master Thesis. Allameh Tabatabai University
Abbaspoor A. Rahimian H. Rashtiani S. Analyze the distance between the desired training process in several insurance companies and provide a suitable model. Journal of Insurance. 2012; 27(3):121-145.
Abbasi E. Rashidi A. Investigating the effect of training courses on the performance of Social Security employees. Development management process. 2012; 25(81): 121-143.
Delavar A. Theoretical and practical foundations of research in humanities and social sciences. 2009. Tehran: Roshd.
Sadipoor E. Research methods in psychology and educational sciences. 2014. First volume. Tehran: Doran.
Gal M. Boorg W. Gal J. Quantitative and qualitative research methods in educational sciences and psychology. 1996. Translated by Ahmad Reza Nasr et al. Tehran: Samat.
Safaee Movahed S. Rikhtegarzade SM. The effect of gamification on motivation and learning of employees in the participatory management-training course of Pars Oil and Gas Company of Tehran Province, Quarterly Journal of Human Resources Training and Development. 2018; 5(16):19-96.
Nguyen F. Hanzel M. Linking versus searching: A case study of performance support use. Performance Improvement, 2007:46(10): 40-44.
Spool J. M. Performers do not learn to search better. Retrieved April 3, 2005, from http://www.uie.com/articles/learn_to_search.
Nielsen J. Search: Visible and simple. Alertbox. Retrieved March 19, 2001, from http://www.useit.com/alertbox/20010513.html.
Nguyen F. Klein J. The effect of performance support and training as performance interventions. Performance Improvement Quarterly.2008; 21(1):95-114.
