Ontuitive

NOVEMBER 29, 2012

I went into Starbucks this morning. It was packed, yet all the drink orders came out correct; a really low error rate. On each cup is a simple checklist job aid, completed when the order is made that tells the barista how to make the drink. Why? Performance support. I had always been confounded when completing my tax retun. But now, Turbo Tax hides the complexity and, after asking me a variety of simple questions, a miracle (at least to me) happens: my tax return comes out of my printer without

Performance Support 179

Performance Support Support Performance Job 179

Ontuitive

NOVEMBER 9, 2012

Imagine you walk into a classroom to take a course and find the desks scattered all over the place, student manuals strewn all over the room, the instructor making no effort to facilitate the course effectively, the LCD projector pointing at the wall not the whiteboard, your fellow students wandering in and out sporadically throughout the period, and the course beginning randomly in chapter 5 for no apparent reason.

Tips 171

Tips Classroom Course Effectiveness 171