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Performance support: worker information systems - includes related article on performance support example

RELease 1.0, August 24, 1993

Does he really charge $12,000 a month? (Alice herself, a part-timer, earns $12,000 a year.) Does he normally pay promptly, as he claims? Good data capture and display could quickly show the answers to Alice. Better yet, an expert system could answer the question: Is this customer profitable to us? Should we try to keep him? Or should we get him to pay up and then...good riddance.

What Alice needs is not so much an answer but a strategy: Try to keep this customer? Or let him go? It's up to her to handle him, but the system -- performance support -- can give her guidance on her goal.

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The system doesn't insult her intelligence by giving her a script to read, especially not in response to Juan's unpredictable and creative invective. But it lets her know what her company is trying to accomplish -- keep Juan or lose him -- and it trusts her judgment in controlling the situation.

COPYRIGHT 1993 EDventure Holdings, Inc.
COPYRIGHT 2004 Gale Group

 

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