Comparison of the Effectiveness and Efficiency of Three Methods: Electronic training, Electronic Performance Support System, and Combination of Electronic Training with Electronic Performance Support System to Improve Employee Performance (Case Study: Employees of Day Insurance Company)
Subject Areas :Marjan Zahedian 1 , Hashem Fardanesh 2 , Javad Hatami 3 , kiumars taghipour 4
1 -
2 - Tarbiat Modares University
3 - Tarbiat Modares University
4 -
Keywords: Performance improvements, Performance support, Training, Efficiency, Electronic Performance Support System.,
Abstract :
The purpose of the present study was to measure the effectiveness and efficiency of three methods: training, electronic support system, the combination of training and electronic performance support system, for improving performance and increasing employee efficiency. The research method was semi-experimental, and the post-test with the control group was used to measure the performance and efficiency of the staff. The statistical population in this research was 570 insurance agents of the Day insurance company throughout the country. Among them, 60 insurance agents were selected by cluster sampling method and randomly divided into three groups: "Electronic training," "Electronic Performance Support System" And "Combination of electronic training and electronic performance support system.” A questionnaire was designed with the help of subject specialists to measure the actual performance of the participants. Content validity was used to determine the validity of the questionnaire, and the reliability of the sculptors (correlation coefficient was 0.79) was used to assess the reliability of the questionnaire. To measure the efficiency (amount of time spent completing the job task), the arrival time of the insurance agents to the Electronic Performance Support System and the moment of their departure from this environment is estimated. The collected data were analyzed using multivariate analysis of variance and post hoc tests. The results of the data analysis showed that the insurance agents who participated in the "Combination of Electronic training and the Electronic Performance Support System" group had better performance compared to the insurance agents in the other two groups, and they did their job activity in a shorter time.
1. Jalilvand M. The Necessity and Role of Training in the Improvement of Human Resources and Development. Tehran University Monthly Journal. 2009; 72:68-72.
2. Nguyen, F., & Klein, J. D. The effect of performance support and training as performance interventions. Performance Improvement Quarterly,2008, 21(1), 95-114.
3. Nguyen, F. The effect of an electronic performance support system and training as performance interventions.2007. (Doctoral dissertation).
4. Jinabhai. D. C. New Challenges for South African Development and Training — Linkages to Empirical Research. SAGE Journal, 2005, 34 (1):85-101
5. Bunch, K.J. Training Failure as a Consequence of Organizational Culture. Human Resource Development Review.2007, 6 (2): 142-163
6. 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
7. Mndeme.I.S. Factors limiting effective implementation of training programs in parastatal organizations in Tanzania: A case study of Tanzania electric suppl. 2011, (Doctoral dissertation).
8. Thalheimer. W. The Five Failures of Workplace Learning Professionals.2011, http://www.willatworklearning.com/2011/10/the-five-failures-of-workplace-learning-professionals.html
9. Tucker. A.L, Heisler.W. S, Janisse.L.D. Organizational Factors that Contribute to Operational Failures in Hospitals. Harvard Business School.2013, http://hbswk.hbs.edu/item/organizational-factors-that-contribute-to-operational-failures-in-hospitals
10. Beer.M, Finnstorm.M, Schader.D. The Great Training Robbery. Harvard Business School. 2016, http://www.hbs.edu/faculty/Publication%20Files/16-121_bc0f03ce-27de-4479-a90e-9d78b8da7b67.pdf
11. Mavros. J. Why Training Fails. Safety Decisions.2016, https://www.predictivesolutions.com/wp-content/uploads/2016/04/SD_0416-4_Why-Training-Fails_JM_reprint.pdf
12. Kalev. A, Dobbin. F. Why Corporate Diversity Training Fails.2016, http://iwer.mit.edu/wp-content/uploads/2016/11/AATraining-3-16-2015-clean.pdf
13. Kazemi M, Hamrahi M. Pathology of training courses based on the SIP model (Case Study: Shiraz). Management research. 2009; 4: 113-130.
14. Rashtiani S. Comparison of the existing and desired situation of the training of Iran, Alborz, Asia and Dana insurance companies in Tehran from the viewpoint of participants in the courses and presentation of the appropriate model. Master's Thesis. Allame Tabatabaee University. 2010.
15. Hosseini M, Shami M, Khanifar H. Pathology of Training Based on OEM Model (Case Study: Qom Province Education Areas). Management of organizational culture.2015;13(4):1201-1221.
16. Razeghi M, Mirzamani M, Araqie A. Study of training courses from the point of view of experts in learning disability centers in Tehran province. Quarterly Journal of Counseling and Psychotherapy. 2015; 4(14): 24-38.
17. Rosenberg, M. Performance technology, performance support, and the future of training: A commentary. Performance Improvement Quarterly, 1995, 8(1), 94-99.
18. Brown L.A. Designing and Developing Electronic Performance Support Systems. 1th.Butteworth. Digital Press. 1996.
19. Rossett, A., & Schafer, L. Job aids and performance support: Moving from knowledge in the classroom to knowledge everywhere. San Francisco, CA: Pfeiffer & Co. 2007
20. 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.
21. Van Schaik, P. Psychological perspective. In P. Barker & P. Van Schaik (Eds.), Electronic performance support: Using digital technology to enhance human performance. Burlington, VT: Gower Publishing. 2010
22. Gery G. Electronic Performance Support Systems. Weingarten Publications, Boston.1991.
23. 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.
24. Carr C. Performance support systems-the next step? Performance Improvement. 1992; 31(2): 23-26
25. Barker P., Banerji A. Designing electronic performance support systems. Innovations in Education and Teaching International, 1995; 32(1), 4-12.
26. Cagiltay K. Scaffolding Strategies in Electronic Performance Support Systems: Types and Challenges. Innovations in Education and Teaching International, 2006; 43(1), 93-103
27. Taghipour Q. Design, Implementation, and Evaluation of Electronic Performance Support System to Improve Teacher Professional Performance in Educational Design. (Doctoral dissertation). 2017.
28. Geber G. Help: the rise of performance support systems, Training, 1991; 28(12), 23–29.
29. Laffey J. Dynamism in electronic performance support systems. Performance Improvement Quarterly, 1995; 8(1), 31-46.
30. 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
31. 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. Upper Saddle River, NJ: Merrill Education/Prentice-Hall, pp. 2007; 147–155.
32. Gery, G. Attributes and behaviors of performance-centered systems. Performance Improvement Quarterly,1995, 8, 47-93.
33. Chang C. C. 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.
34. Sleight D. A. Types of electronic performance support systems: Their characteristics and range of designs [Electronic version]. 1993. http://openacademy.mindef.gov.sg/OpenAcademy/LearningResources /EPSS/c7.htm
35. Levin S. Basic of electronic performance support systems. Alexandria, VA: American Society for Training and Develop.1994.
36. Moore J.L., Orey M.A. & Hardy, J.V. The Development of an Electronic Performance Support System for Teachers. Journal of Technology and Teacher Education,2000; 8(1), 29-52. Charlottesville, VA: Society for Information Technology & Teacher Education.
37. Park S, Baek E., An J. S. Usability evaluation of an educational electronic performance support system (E-EPSS): Support for Teacher Enhancing Performance in Schools (STEPS). Annual Proceedings of Selected Research and Development. 2001. Retrieved July 24, 2008, from the ERIC database (Report: ED470191).
38. Chen C., Hwang G., Yang T., Chen S., & Huang S. Analysis of a ubiquitous performance support system for teachers. Innovations in Education and Teaching International, 2009; 46(4), 421–433.
39. Askar A. Mobile Electronic Performance Support System as a Learning and Performance. The Turkish Online Journal of Educational Technology. 2018; 17(2): 76-88.
40. Erdogmus F, Cagiltay K. Making novice instructional designers expert: Design and development of an electronic performance support system. Innovations in Education and Teaching International.2018; 55 (1): 1-11.
41. 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 (3-4), pp73-75
42. Duncan C.S. Job aids really can work: a study of the military applications of job aid technology’, Performance and Instruction, 1985; 24(4), pp.1–4.
43. Hunt D.L., Haynes R.B., Hanna S.E. and 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), pp.1339–1346.
44. 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), pp.37-64.
45. McKenney S. Akker J. Computer-based support for curriculum designers: A case of developmental research.2005; 53 (2), pp.41-66.
46. Jury T. Electronic Performance Support for E-Learning Analysis and Design. Nova Southeastern University. (Doctoral dissertation).2007.
47. Bhandari R. Electronic Performance Support Onboard Ship. Institute of Marine Engineers.2009. http://imare.in/media/30623/paper-no8b-2-mr-rajan-bhandari.pdf
48. 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), pp. 107–120.
49. Odom C. An overlooked perspective: The human aspect of implementing an electronic performance support system in a call center environment. (Doctoral dissertation). 2009
50. Gal E, Nachmias R. Implementing On-Line Learning and Performance Support Using an EPSS. Interdisciplinary Journal of E-Learning and Learning Objects.2011;11(9):213–223.
51. 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.
52. McKee M. The effect of mobile performance support devices on anxiety and self-efficacy of hospital float staff. (Doctoral dissertation). 2012.
53. 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
54. Sumuer. E, Yildirim. S. Exploring User Acceptance of an Electronic Performance Support System. Performance Improvement Quarterly, 2015, 27 (4).29 – 48.
55. 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. BMC Health Serv Res. 2017. https://www.ncbi.nlm.nih.gov/pmc/articles/PMC5547541/
56. Hile. M, Campbell. D, Ghobary. B. Automation for clinicians in the field: The validity of a performance support system. Behavior Research Methods, Instruments, & Computers. 1994, 26 (2), 205-208.
57. Bastiaens T.J, Nijhof W.J. Streumer J. N. Abma H. J. Research note Working and learning with electronic performance support systems: an effectiveness study. International Journal of Training and Development. 1997; 1(1). 72-78
58. Mao J. Y. Brown B. Effectiveness of online task support versus instructor led training. Journal of Organizational and End-User Computing.2005; 17(3), 27-46.
59. Kicken, W., & Stoyanov, S. Effects of a Mobile Performance Support System on Students’ Learning Outcomes. Paper presented at the EARLI SIG 7 meeting (Learning and Instruction with computers), Ulm, Germany. 2010 .https://www.researchgate.net/profile/Slavi_Stoyanov/publication/254912746_Effects_of_a_Mobile_Performance_Support_System_on_Students%27_Learning_Outcomes/links/53ee145c0cf2981ada17480b/Effects-of-a-Mobile-Performance-Support-System-on-Students-Learning-Outcomes.pdf
60. Foster, E. Training when you need it [electronic version]. Info World.1997. Retrieved November 17, 2004, from http://openacademy.mindef.gov.sg/OpenAcademy/ Learning%20Resources/EPSS/c1.htm
61. Chase, N. Electronic support cuts training time [Electronic version]. 1998. Quality Magazine. Retrieved January 12, 2005 from http://openacademy. mindef.gov.sg / Open Academy / Learning%20Resources/EPSS/c16.htm
62. Williams, J. Developing Performance Support for Computer Systems: A Strategy for Maximizing Usability and Learnability. CRC Press. 2004.
63. Garg AX, Adhikari NKJ, McDonald H, et al. Effects of computerized clinical decision support systems on practitioner performance and patient outcomes - a systematic review. JAMA;293. 2005. (10):1223-1238.
64. Maughan, G.R. Electronic Performance Support Systems and Technological Literacy. Journal of Technology Studies, 2005, 31(1), 49-56
65. Quinn, C. Populating the Learns cape: e‐Learning as Strategy. In M. Allen, Ed. Michael Allen’s e¬Learning Annual 2009. Pfeiffer: San Francisco. 2009. https://quinnovation.com/eLearningStrategyAllenAnnual2009.pdf
66. Rosenberg M. At the moment of need: The case for performance support. The eLearning Guild. 2013. http://elearningindustry.com/at-the moment-of-need-the-case-for-performance-support-free-white-paper.
67. Rabin. R. Blended Learning for Leadership. Center for Creative Leadership. 2014. https://www.ccl.org/wp-content/uploads/2015/04/BlendedLearningLeadership.pdf
68. Scott. S, Ferguson. O. NEW PERSPECTIVES ON 70:20:10 A Good Practice Research Paper. 2014. http://www.cedma-europe.org/newsletter%20articles/misc/New%20Perspectives%20on%2070-20-10%20(Nov%2014).pdf
69. McCall, M.W., Yost, P.R., McHenry, J.J., O’Connor, P., & Plunkett, M. Beyond 70-20-10 Leadership Development.2014. https://www.ddiworld.com/DDI/media/trend-research/au/GLF14_AU_702010.pdf
70. Arets. J, Jennings.C, Heijnen.V. 70:20:10 into action. 702010 Institute. 2016. https://702010institute.com/wp-content/uploads/2016/12/Primer-702010-into-action.pdf
71. Puzhakkal, D. The When and Where of Performance Support in Corporate Training. 2019. https://blog.commlabindia.com/elearning-design/performance-support-corporate-training
72. Akbari S. Study of the current and desirable situation of training in the Iranian Insurance Training Center, Master's thesis, Shahid Beheshti University. 2004.
73. Rashtiani S, Abbaspour A. Challenges of Organizational Training Process (Case Study: Alborz Insurance Company). Second Pathology Conference on Organizational Training with a Practical Approach Based on Executives Experiences in Organizations,2012: 11-1.
74. Abbaspour A; Rahimian H; Rashtiani S. Existing gap analysis with desirable training process in several insurance companies and providing a suitable model. Insurance research journal,2012; 27(3): 121-145.
75. Abbasi A; Rashidi A. Investigating the Effect of Execution of Educational Courses on Performance of Staff of Social Security Organization. Development Management Process. 2011; 25(3): 122-143.
76. Delavar, A. Theoretical and practical foundations of research in humanities and social sciences. Tehran: Samt. 2009.
77. Sadiopour, I. Research Methods in Psychology and Educational Sciences. first volume. Tehran: Doran. 2014
78. Gall. M; Borg. W, Gall. J. Quantitative and qualitative research methods in education and psychology, translated by Ahmad Reza Nasr et al. Tehran: Samt. 1996.
79. Safaee Movahed, S; Rikhtegarzade, S.M. The Effect of Application of Gaming on Motivation and Learning of Employees in Participatory Management Training Course of Pars Oil & Gas Co., Tehran, Quarterly Journal of Human Resource Education and Development, 2018, 5(16), 96-79.
80. LÄUter, J. (1978). Sample Size Requirements for the T2 Test of MANOVA (Tables for One-way Classification). Biometrical Journal. 1978. 20(4):389 – 406.
81. Karadag. O, Aktas. S. Optimal Sample Size Determination for the ANOVA Designs. International Journal of Applied Mathematics & Statistics.2012, 25(1). 134-127.
82. Faul, F., Erdfelder, E., Buchner, A. and Lang, A.-G. Statistical Power Analyses Using G*Power 3.1: Tests for Correlation and Regression Analyses. Behavior Research Methods,2013, 41, 1149-1160.
83. Malo. P. 30E00500 – Quantitative Empirical Research, Tutorial 3: MANOVA. Aalto University Business School. 2016. https://mycourses.aalto.fi/pluginfile.php/188806/mod_folder/content/0/Tutorial3-MANOVA-2016.pdf?forcedownload=1
84. Mitchell, M, D. Effectiveness of electronic performance support system and training in a higher education setting. (Doctoral dissertation). 2014.