Performance support tools, which map process flows in the workplace, deliver information at point of need and integrate information into linked operating systems, have become a core competence of software company CUDA Technologies (Pty) Ltd.
CUDA Technologies - an associate company of Hi-Performance Learning - recently launched its enhanced learning software, CUDA Version 3, which was developed over several years in order to meet complex learning management requirements. As part of its enhanced range of products, CUDA will soon launch a range of innovative performance support tools, which have been uniquely designed to meet South African business requirements.
Dayne Falkenberg, MD of CUDA Technologies, says performance support tools deal with any process that deals with the "known and knowable territory". "We can create support tools that can walk you through any process that is repeatable and predictable - in other words where there are clear guidelines."
In the next few months CUDA Technologies is set to launch its new Performance Support Authoring Tool. This tool will empower organisations to build powerful "online consultants", such as an Online HR Consultant, Online Project Manager and Online Call Centre Adviser. Says Dayne: "The tools ensure corporate wisdom is captured in a re-usable way so that the focus of learning can shift to application. They help to move the emphasis away from learning complex decision-making and business processes by rote."
Dayne says performance support tools are more complex than workflow tools that guide candidates through a defined, linear process. "A performance support tool is a multi-integrated process that walks you through complex processes. In many ways it serves as an expert guide in the workplace (in terms of process compliance, problem-solving and expert advice)."
In conceptualising CUDA`s performance support tools, Dayne says his team first categorised the types of challenges that people face in an organisation, based on the complexity of the system in which they operate.
"The lowest level of complexity is where there is a clear cause-effect relationship that has a predictable outcome and is known by the organisation. Much of business effort is centred in this area, with clerical or manufacturing staff following specific processes in doing their work.
"A more complex system of variables involves situations where there is a predictable cause-effect relationship, but the effect is only experienced after a period of time. An example could be a doctor informing a patient that if they continue to eat certain foods, they will end up with an ulcer. This level of prediction typically requires experience and expert knowledge, as the outcomes are not always obvious to people with limited knowledge. This is the area where performance support tools are most valuable, as although predictable models are followed, there is also a requirement for the more complex knowledge that comes with experience. The performance support tool acts as an expert guide."
Dayne says the scope for performance support tools to act as online experts in the professional arena is immense. "The next step in this field will be the development of online lawyers, or doctors capable of helping less experienced people diagnose and prescribe, based on clear diagnostic processes. This typically covers aspects of specialist knowledge that is predictable - leaving the experts to focus on the grey areas of their professions."
Concludes Dayne: "The more we are able to define cause-effect relationships with predictive accuracy, the more technology will take over this space. Performance support tools can revolutionise the way we people function at work by cutting down on learning times and guiding them through complex decisions and processes."
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