Performance

Performance can be an elusive concept. It deals with the outcomes, results, and accomplishments achieved by a person, group, or organization. Too often, the term performance is confused with behavior. In human performance improvement (HPI), there is a clear distinction between these terms. A simple way to distinguish them is to view performance as the end result and behavior as the means to that end. Behaviors are thus the actions that can contribute to accomplishments. Stated another way, behaviors are what people take with them and accomplishments are what they leave behind.

As an example, Bruce has worked at Futurescape, Inc., a software development firm, for over 10 years. His car is generally parked in the first space in the lot, evidence that he is one of the first employees to arrive to work each day. He frequently works late into the evening, and often comes in on weekends. During a typical day, Bruce appears to be serious and highly productive. He can be seen busily typing away at his computer, working through lunch, speaking with customers on the phone, and hustling from place to place through the office. He often carries a large bundle of file folders, reports, and other documents.

Then there's Stacey. Stacey has less experience than Bruce and has been with Futurescape for a little more than a year. She shows up to work each day promptly, but not a minute before starting time. Stacey works normal hours and...