CELEBRATING - International Society for Performance Improvement

5
Awards Program
Celebrating
over
years
of
EXCELLENCE
1963 - 2009

HONORARY LIFE MEMBER
Carl V. Binder
ISPI’s Honorary Life Member Award honors one of our colleagues
for the totality of their contributions to both ISPI and the field of
human performance technology over the course of their career
to date. This award is not bestowed easily, as it requires the
unanimous agreement of two consecutive ISPI Boards making it the
Society’s most prestigious award. ISPI is happy to announce
Carl V. Binder, CPT, PhD, as our newest Honorary Life Member.
What we strive to
accomplish at ISPI is moving
forward the evidence-based
state of the art in performance
improvement, but also getting
it applied in the world in
ways that are measurably
value-added. Carl’s career has
role-modeled this approach.
After beginning his career as
a graduate student with B. F.
Skinner at Harvard University,
Carl spent 10 years as
associate director of a human
learning research laboratory
where his work established
a foundation for what was to
become the FluencyBuilding
instructional technology. In
1982, Carl founded Precision
Teaching and Management
Systems, Inc., to bring the
fruits of this research into
practical application. In
1992, he co-founded Product
Knowledge Systems, Inc.,
with Information Mapping,
Inc., to extend fluency-based
performance systems, HPT,
and what are now called
“knowledge management”
strategies to Fortune 500 sales
committees, Carl has been
authoring articles and chapters
for ISPI publications since
1988, he regularly makes three
or four presentations at each
annual conference, has been a
Masters’ Series presenter twice
and HPT to related fields
such as applied behavior
analysis and the educational
policy community. Through
presentations and publications
(including publications
outside our field such as
“Carl has long been an effective
ambassador for ISPI and HPT”
and marketing organizations.
Carl is currently co-founder
and senior partner of
Binder-Riha Associates,
focused on bringing its Six
Boxes® workshops and
coaching programs to users
in all functions and at all
levels in organizations.
Carl has been a very active
member of ISPI since 1985.
In addition to participating
on and chairing a number of
and an Encore presenter nine
times. Carl frequently presents
workshops at conferences and
to local chapters around the
world. From 1997 to 2001,
Carl co-led the Got Results?
Campaign, which recognized
our colleagues who were
documenting accomplishmentbased
results in human
performance technology.
He has long been an
effective ambassador for ISPI
Behavior and Social Issues,
Teaching Exceptional
Children, and Software
Marketing Journal), Carl
makes sure they are hearing
about HPT accomplishments
and getting them to share
their accomplishments at
ISPI. What more could we
ask for from an Honorary Life
Member? He is still young
too, so we may find out.
AWARDS OF EXCELLENCE | 2

THOMAS F. GILBERT DISTINGUISHED
PROFESSIONAL ACHIEVEMENT AWARD
Judith A. Hale
The Thomas F. Gilbert Distinguished Professional Achievement
Award recognizes those who have made outstanding and significant
contributions to the knowledge base of human performance
technology. This year ISPI recognizes Judith A. Hale, CPT, PhD.
As a Society, we will
never fully realize how
lucky we are that Judy
became interested in human
performance technology
and decided to contribute
to ISPI. How can we fully
appreciate the contributions
she has made? Judy is the
penultimate multitasker.
Due to her vast energy
and wit, Judy can draw
upon previous experiences
and immediately provide an
example of almost anything
she is discussing with others.
Her experiences rival no
others, and we are fortunate
to have such a committed
person in our Society.
As a Gilbert Award
recipient, Judy is recognized
widely in the field. Her
leadership and competencydefining
efforts with the
International Bureau of
Standards for Training and
highly regarded group of
scholars and practitioners,
including leaders in many
highly respected industries.
Judy has mentored hundreds
has published four books on
performance and countless
articles. Judy’s versatility
is evident when you skim
the annual conference
“Her experiences rival no others, and we
are fortunate to have such a committed
person in our Society.”
Performance Improvement
(IBSTPI) led to her
designation as “fellow.” Her
work with ISPI’s Standards
of Performance Technology
resulted in the Certified
Performance Technologist
(CPT) designation. The
standards were developed
by a “kitchen cabinet,” a
of CPT candidates as well
as HPT practitioners.
She has provided
outstanding leadership in
ISPI. Judy was president
of ISPI in 2001-2002 and
active in the Chicago land
Chapter for years. In 2006,
she was awarded ISPI
Honorary Life Member. She
program and see she is
participating in probably over
six presentations each year.
Judy has provided leadership,
scholarship, wisdom, and
the standards of our field;
clearly, she has made
outstanding contributions
to the knowledge and
practice of HPT.
3 | ISPI 2009

DISTINGUISHED SERVICE AWARD
Karen L. Medsker
The Distinguished Service Award is bestowed, by unanimous vote
of the ISPI Board of Directors, upon those who give long-term,
outstanding, and significant contributions toward the betterment of
ISPI. This year ISPI recognizes Karen L. Medsker, PhD.
Karen has more than 30
years of experience in the
field of education, training,
and performance improvement.
After earning her PhD
in Instructional Systems from
Florida State University, she
was an instructional technologist
and course development
manager at AT&T Bell Laboratories.
Later, she was director
of Instructional Development
at Indiana University–Purdue
University at Indianapolis.
Karen is currently professor
emerita at Marymount University,
where she taught instructional
design and performance
improvement for 17 years.
In 1997, she founded
Human Performance Systems,
Inc. (HPSI), of which she is
the president and principal
consultant. HPSI creates custom
training and other performance
improvement tools
and consults on related issues.
Clients include ExxonMobil,
federal government agencies,
and nonprofit organizations
such as Goodwill Industries
editor of the 2006 Handbook
of Human Performance Technology
edited by Jim Pershing.
Karen’s involvement in
ISPI began in 1980, when she
became a charter member
of the New Jersey Chapter.
ences, a member of several
committees, and a participant
in planning sessions for the
Society. With Michael Cassidy,
she served as co-editor of
Performance Improvement
Quarterly from 2002–2009.
“she served as co-editor of Performance
Improvement Quarterly from 2002–2009”
and United Way of America.
Karen’s publications include
two books on instructional
design: The Conditions
of Learning: Training Applications,
co-authored with Robert
M. Gagné in 1995; and Models
and Strategies for Training Design,
co-authored with Kristina
Holdsworth and published
by ISPI in 2001. She is also
a chapter author and section
Later, she was a founder and
first president of the Indianapolis
Chapter. Her move to
Washington, D.C., was driven
partly by the fame of the Potomac
Chapter, where Karen
has been active for more
than 20 years–as president
and in other leading roles.
At the international level,
Karen has been a presenter
at workshops and confer-
As co-editor of PIQ, she
has overseen the review and
publication of hundreds of
research-based manuscripts
and provided an important
foundation for the field of
human performance technology
and its future. With the
service of Karen and others
like her, the future of
our Society appears bright.
AWARDS OF EXCELLENCE | 4

The International Society for Performance Improvement’s (ISPI) Awards
of Excellence program is designed to showcase the people, products,
innovations, and organizations that represent excellence in the field of
human performance technology.
A panel of distinguished professionals representing the field of performance
improvement evaluated and selected this year’s award recipients using a
criterion-based review process based on the Standards of Performance
Technology.
This year’s awardees affirm the vital role ISPI members play in furthering the
value of human performance technology in organizations all over the world.
2008-2009 AWARDS OF EXCELLENCE COMMITTEE
This year’s Awards of Excellence Committee was chaired by Robin Taylor Roth, PhD, CQM/OE. The committee
included the following individuals:
CHAPTERS OF MERIT
Chair: Shirley Solano
Evaluators: Ildiko Oravecz, Liliane Lessard, CPT, MEd, and Rhea Fix
OUTSTANDING HUMAN PERFORMANCE INTERVENTION
Chair: Ann Parkman, CPT
Evaluators: John Berg, Susan Coleman, CPT, Erika Ehlers, Dennis Gale, Nancy Giere, CPT, V. Karen Miller, CPT,
David Schulz, Nancy Seebert, MA, RN, BSN, Jim Shaw, and Kimfong “Jason” Lei, PhD
OUTSTANDING HUMAN PERFORMANCE COMMUNICATION
Chair: Ellen Pericak Schmidt, CPT
Evaluators: Jane Costello, CPT, James Anderson, and Karen VanKampen, CPT
OUTSTANDING RESEARCH
Chair: Ingrid Guerra-Lopez, PhD
Evaluators: Richard Pearlstein, PhD, and Conrad Bills, CPT, PhD
5 | ISPI 2009

OUTSTANDING HUMAN Performance intervention
search and rescue (SAR) fundamentals:
from cradle to grave
United States Coast Guard Training Center - Yorktown, VA
Leveraging human
performance technology
and a rigorous analysis, the
Coast Guard identified several
performance gaps for the job
of the On Scene Coordinator
(OSC). The OSC plays an
important role in collecting,
analyzing, and organizing
comprehensive process model
as well as the stimulus for
obtaining an enterprise-wide
e-learning delivery system.
In addition, lessons learned
from this project served as
the foundation for developing
the Coast Guard’s Advanced
Distributed Learning
and knowledge to effectively
perform the duties of an OSC.
Maritime Search and Rescue
is the single mission most
often associated with the
Coast Guard and for years
has kept the Coast Guard
visible and in the good graces
of the American public.
“Lessons learned from this
project served as the foundation
PROJECT TEAM
Performance Technology Center
Anita Moseley
Rebecca Palmore
Philip Edwards
for developing the Coast Guard’s
Advanced Distributed Learning (ADL)
Standard Operating Procedures and
the ADL Standards and Styles Guide.“
UNITECH
Susan Finley
Irina Carriger
critical information used to
deploy Coast Guard ships
and aircrafts in response to
(ADL) Standard Operating
Procedures and the ADL
Standards and Styles Guide.
Therefore, the organizational
impact of this intervention is
significant and far reaching in
Search and Rescue (SAR)
As part of a summative
that it directly supports the
SAR School
Christopher White
Eugene Turner
incidents. The analysis
isolated two root causes:
(1) an insufficient number
evaluation, an online
survey was administered
to graduates of both the
Coast Guard’s most visible
service and responsibility to
the nation by appropriately
of qualified OSCs to manage
online and resident Search
supplying capable and
Performance Systems Branch
Eileen Maeso
SAR incidents and
(2) a lack of skills and
and Rescue Fundamentals
courses. The survey revealed
qualified OSCs to field units.
knowledge stemming from a
a 100% increase in the
misalignment of the current
number of trained and
training to the actual on-
qualified OSCs, and that
the-job performance.
over 96% of the graduates
This project served as the
from the new online course
catalyst for developing a
possessed the required skills
AWARDS OF EXCELLENCE | 6

OUTSTANDING HUMAN Performance intervention
IBM GLOBAL SALES SCHOOL
IBM Corporation
“It [the program] has a
98% graduation rate…”
groups with exemplary sellers
from all geographies and These activities, in turn,
ing internal communications.
primary business functions. become the learning objectives
This yielded a prioritized list for the Global Sales School’s
of 19 activities that differentiate
the most successful sellers. design. Within the new Global
work- and performance-based
These differentiated activities
are the foundational calls and performance-based
Sales School, practice client
component of the new Global and work-based learning create
true-to-life situations in
Sales School design – prospecting
and researching clients which sellers perform tasks
Global Sales School is IBM’s and client industries, identifying
leads, exploring and iden-
foundational sales training program
for sales hires within all tifying opportunities, creating
business units of the company. sales strategies and plans, creating
call strategies and plans,
This includes new sellers who
have never held a sales position
and experienced sellers the client’s compelling reason
making sales calls, confirming
taking a sales position within to act, developing the client’s
the company for the first time. perception of the company’s
IBM’s Sales Learning team unique value, identifying
designed and implemented a organizational resources, designing
solutions and prepar-
new version of Global Sales
School to accelerate sellers’ ing proposals, determining
performance, reduce the time pricing, terms, and conditions,
new sellers spend out of the presenting solutions or product
demonstrations, gaining
field, and further the company’s
global integration. support of the key decision
The Sales Learning organization
analyzed multiple capabilities, confirming client
leader, articulating company
sales performance studies to benefits and value proposition,
identify activities that most negotiating and closing deals,
impact sales performance. creating, updating, and closing
Findings were validated opportunity records, preparing
through surveys and focus for cadence calls, and managbased
on real work, use
actual sales tools, and create
authentic deliverables.
Quota attainment of graduates
shows accelerate performance:
graduates achieve
higher quota attainment – 26%
higher for experienced sellers,
70% higher for new sellers,
experienced sellers are almost
two times more likely to
achieve above-average quota
attainment, new sellers are
over three times more likely to
achieve above-average quota
attainment, this accelerated
performance corresponds to an
additional $1.0 million of net
profit per experienced seller
and an additional $1.8 million
of net profit per new seller.
The new Global Sales
School also minimizes the
time sellers spend out of the
field by reducing the program
from 16 weeks to 6
for experienced sellers and
from 16 weeks to 12 for new
sellers, reducing classroom
time from 4.5 days to 3 for
experienced sellers and from
20 days to 9 for new sellers.
Approximately 2,400 sales
hires attend the Global
Sales School per year. It [the
program] has a 98% graduation
rate and a satisfaction
rating of 86 on a 100-point
scale. Its website receives
about 160,000 visits per year.
PROJECT TEAM
IBM Sales Learning
Kevin Bates
Tom Burke
Paula Cushing
IBM Sales Learning Design &
Development
Matthew Valencius
7 | ISPI 2009

OUTSTANDING HUMAN Performance INTERVENTION
Hyundai Service Certification Program:
Process and Performance Improvement
Ardent Learning, Inc. & Hyundai Motor America
PROJECT TEAM
Ardent Learning, Inc
Dr. Barbara Bucklin
Erica Cleveland
Hailey Kim
Cheryl Stavana
Lindsey Thompson
Lori Townsend
Hyundai Motor America
Teri Clemmer
Sean Hebel
Hyundai Motor America
(HMA) and Ardent Learning,
Inc., initiated this project
to improve HMA’s customer
satisfaction index score
(CSI) in maintenance and
repair service transactions
as measured in the automotive
industry standard J.D.
Power and Associates Study.
Ardent recommended a
needs assessment to provide
HMA management with current,
relevant service training
and performance improvement
recommendations to
guide a Service Certification
Program as well as future
learning and performance
improvement interventions.
This systematic assessment
included Hyundai dealership
visits conducted in five geographic
regions to interview
participants and observe
on-the-job behavior, eSurveys
completed by Hyundai dealership
and field personnel, subject
matter expert interviews
with corporate stakeholders
and regional representatives.
The assessment guided
the design and development
of the program, resulting in
a 12-step service process,
a series of facilitated workshops,
and a comprehensive
certification program for
service managers and service
consultants, designed to at the end of each topic that
equip these personnel with managers support back on
foundational knowledge and the job to ensure that new
skills to be effective in today’s behaviors are implemented
performance-driven automotive
environment. The focus ing automotive environment,
In the current, challeng-
of all program elements is on focusing on HMA’s servicerelated
customer increasing professional skills,
satisfaction
“over 90% satisfaction”
developing the knowledge is critical to attracting and retaining
customers throughout
for service success, improving
customer satisfaction the HMA dealership network.
and loyalty, and increasing
sales and profitability. positive across all four of
Overall results have been
The new process, knowledge,
and skills are being For example, the program has
Kirkpatrick’s evaluation levels.
acquired in six performancebased
workshops delivered by dealership personnel and
been universally embraced
throughout the United States HMA corporate personnel,
and then implemented by resulting in over 90% satisfaction
as measured in level 1
approximately 900 service
managers and 2,400 service surveys. This program was
consultants in Hyundai dealerships.
The workshop design ing Hyundai’s customer
also instrumental in improv-
includes behavioral videos to satisfaction score by seven
demonstrate tasks and skills points from 2007 to 2008 on
and show why it is worth the J.D. Power and Associates
doing or the information is survey to a record high score
worth knowing, opportunities for HMA. In addition, in the
for participants to practice 2008 Carlisle Survey regarding
satisfaction with automo-
specific skills or interact
with relevant concepts and tive non-technical training,
receive feedback on their Hyundai ranked 5th out of
performance; as they practice, 22 automotive manufacturers
tasks or concepts increase surveyed (3rd for non-luxury),
in difficulty and complexity, a 2.3% increase from 2007.
action planning worksheets
AWARDS OF EXCELLENCE | 8

OUTSTANDING HUMAN Performance INTERVENTION
Starting an Angel Organization Seminar
Red Pepper Consulting
The Ewing Marion Kauffman
Foundation contracted
Red Pepper Consulting to
develop a seminar that would
help people make and reflect
upon the decisions and steps
necessary to form an angel
investing group in their community.
Rhea Fix designed the
project, working with experts
and contractors to develop it.
By participating in an angel
group, an angel investor can
gain the benefits of shared
expertise, greater leverage in
investing in the community,
increased portfolio diversity,
increased ability to support
a growing company over a
longer period of time, and reduced
overall investment risk
related to greater resources for
due diligence, legal counsel,
and other activities. These advantages
to investors can lead
to greater overall investment
in the company.
The client reported success
and achievement of the program
goals in four forms.
Participant evaluations and
comments – since its initial pilot
in 2006, the SAO program
has averaged 4.6 where 5 was
the highest rating on 114 rated
participant evaluations.
Angel group establishment
and growth – every community
that has offered the
SAO seminar, including the returned to ACEF to purchase
pilot communities, has since additional programs at a rate
formed angel groups. These of $1,500-$5,000 per organization
per year. This establishes
groups represent millions of
dollars invested back into a revenue stream of educational
programming for this
the communities through
the members of these angel nonprofit educational organization.
Other educational
investing groups. The impact
on communities includes programs have not created
“the SAO program has
averaged 4.6 where 5 was the
highest rating…”
positive investment of dollars the same repeat business as
and mentoring expertise into generated by SAO.
start-up businesses and technologiesmercial
educational offering.
This seminar is a com-
Follow on requests for Funding for development of
educational programs after this intervention was provided
offering the SAO seminar by the Ewing Marion Kauffman
Foundation. The Kauff-
– communities that initially
offered the SAO seminar have man Foundation founded the
returned to the Angel Capital Angel Capital Association
Education Foundation to purchase
additional seminars and tion whose members include
(ACA), a for-profit organiza-
workshops to further educate angel investing groups in the
their investing communities. United States, and the ACEF,
This has increased the revenue
stream for educational cational partner of the ACA.
which is the nonprofit, edu-
products offered by Angel The ACEF offers educational
Capital Education Foundation programs to members of the
(ACEF). Since the launch of ACA and others interested in
the first SAO program, ACEF angel investing. The ACEF
has received almost $75,000 markets these programs under
in license fees to offer the the Power of Angel Investing
program. Communities have brand name.
PROJECT TEAM
Red Pepper Consulting
Rhea Fix
Power of Angel Investing
Programs
Susan L. Preston
Marcia Schirmer
Ewing Marion Kauffman
Foundation/ACEF
Marianne Hudson
Incite Designs
MJ Robbins
9 | ISPI 2009

OUTSTANDING HUMAN Performance COMMUNICATION
United States Coast Guard Annual Human
Performance Technology Workshop
United States Coast Guard Training Center - Yorktown, VA
PROJECT TEAM
Performance Technology Center
CDR Dave Hartt
Tim Quiram
LCDR Tom Morkan
LCDR Quincy Davis
Bill Seletyn
LT Chris Brunclik
Glenda Feldt
John Rhodes
MSTC Doug Craft
Charlene Fought
Since 2001, the United
States Coast Guard has held
its human performance
technology (HPT) workshop
in southeast Virginia. What
started out as small group of
people getting together to discuss
Coast Guard training and
performance issues has grown
into a premier regional event
of 400 people to examine,
debate, and explore “workforce
performance.” This annual
event is attended by the
Coast Guard, Department of
Defense, Homeland Security,
numerous federal agencies,
private industry, academia,
and international partners.
The purpose of the workshop
is to provide the Coast
Guard and HPT professionals
a forum to share, learn, and
grow their ability to impact
individual and organizational
performance. As a result of
the popularity and value of
this event, programs within
the Coast Guard have coordinated
business meetings to
coincide with the workshop.
This has enabled HPT ideas
and principles to influence
the language and context of
these meetings and further
support the implementation of
HPT within the Coast Guard.
The 2008 workshop featured
61 break-out sessions field. Past keynote presentations
have included: The ROI
and three keynote general
sessions over the three-day Methodology—Jack Phillips;
period. Break-out presentations
were grouped into the and Approach—Judith Hale;
HPT, A Discipline, Attitude,
following tracks: analysis, The Six Boxes—Carl Binder;
design and development, and An Introduction to MCP
measurement, technology, and Theory in Human Performance
Technology and its Ap-
general HPT topics. In addition
to the presentations, the plication in Multimedia—John
“by bringing a diverse group
of learning and performance
professionals…the Coast
Guard and the nation benefit”
HPT workshop included several
organized social events including Roger Chevalier,
Keller; and other luminaries
to promote networking, Roger Kaufman, Jim Pershing,
and Allison Rossett.
catching up with old friends,
and even the telling of a few The Coast Guard understands
that by bringing a
Coast Guard sea stories.
The workshop contributes
to the field of HPT by performance professionals
diverse group of learning and
supporting the tenets of ISPI together to focus on HPT, the
and is worth 12 professional Coast Guard and the nation
development points for those benefit through the integration
seeking CPT recertification. of HPT practices and principles
into Coast Guard work.
To emphasize the importance
the Coast Guard places The end result is a more
on this event, registration is effective and efficient Coast
free to make it available to Guard as it carries out its service
to the American public.
all who wish to attend. The
event continues to draw the
leading professionals in the
AWARDS OF EXCELLENCE | 10

OUTSTANDING HUMAN Performance COMMUNICATION
BETTER BEGINNINGS: HOW TO ATTRACT
ATTENTION IN 30 SECONDS
Rexi Media
The book presents a topic U.S. population were NASCAR
of interest to any training fans. Six out of 10 people
manager, corporate executive,
instructional designer, or tent to multitask. People will
attend a webinar with the in-
communicator who wants to throw way more than half
attract attention to a message their paper mail after barely
rapidly. Why is this needed? glancing at it.
Because most of our audiences
are very busy, over-
We are becoming increasingly
Do you notice the trends?
whelmed, distracted, and numb to information and
sometimes disenchanted by we seek sound-bite chunks
the overwhelming amount of to get us by so we can cope
information around us. It is with the billions of information
bits we face daily. When
becoming increasingly difficult
to persuade someone to other media fall short of the
listen to us or to read what fast-moving images provided
we have provided.
by television, it becomes difficult
to attract and sustain
Consider these startling
statistics – an issue of New someone’s attention. It is no
York Times provides more wonder that people come to
“This book offers a unique
and refreshing approach to
presentation skills.”
information than a person in training classes, dreading a
the 17th century would have slow pace and anticipating
been exposed to during a boredom even before the
lifetime. Over 65% of people instructor has barely had a
multitask while they view chance to say a word.
information online, listen to This is where Better Beginnings
comes into play. Train-
the radio, or watch TV. Today,
less than half of adult Americans
read literature. On the need better ways to indicate
ers and presenters in general
other extreme, in 2004 alone, right from the start an atypical
event. The 10 more than one-third of the
techniques
included in the book can
help trainers and instructional
designers create an appealing
start so the audience is
engaged immediately and is
not tempted to multitask. The
modern world of corporate
trainees is full of what we
call “absent presence.” People
attend our sessions physically,
but mentally they are
not often synchronized with
the presenters. Delivering a
strong beginning can alleviate
this problem.
The book offers a unique
and refreshing approach
to presentation skills. Most
current presentation skills
book are a compilation of
ideas published in the past
by notable figures in the
public speaking field. This
book takes a unique approach
by combining principles
from different fields, such
as psychology, advertising,
marketing, and adult learning.
The writing is based
on a multifaceted angle to
presentation skills, not slanted
toward communication skills
only, like previous publications.
The book is available at
Amazon.com.
PROJECT TEAM
Rexi Media
Carmen Taran
11 | ISPI 2009

OUTSTANDING RESEARCH
ANALYZING LEADERS’ PERCEPTIONS TO ENHANCE
THE USE OF AN EMPLOYEE ENGAGEMENT SURVEY
PROJECT TEAM
Researcher
Shelley A. Berg
The purpose of this evaluation
study was to explore
how a non-profit health
insurance provider responds
to the results of its annual
employee engagement survey.
According to most definitions,
an engaged employee is a
high-quality performer who
takes personal responsibility
to work toward the success of
the organization (e.g., Corace,
2007; Gostick & Elton, 2007;
Healthstream, n.d.). This
study was designed to answer
three questions: (1) what do
leaders at SumHealth do with
the data collected from the
annual employee engagement
survey? (2) how do leaders
perceive the usefulness of
the annual employee engagement
survey? (3) what actions,
if any, do leaders take as a
result of the data collected
from the annual employee
engagement survey? It is
worth pointing out that this
study was not intended to
identify strategies for enhancing
employee engagement or
even to thoroughly understand
the concept of engagement.
Rather, the focus was
to explore how the findings
from the engagement survey
were used and perceived
by SumHealth leaders and
why, with the ultimate goal
of making recommendations
to help the organization
maximize the benefits tions. The recommendations
related to the research ques-
of conducting this survey. from this study are transferable
to other organizations to
The first phase of data
collection consisted of unstructured
interviews with their organizational surveys
help them get the most out of
11 division heads and 12 supervisors
within SumHealth. to measure engagement
– whether they are designed
or
“The purpose of this
evaluation study was to
explore how a non-profit
health insurance provider
responds to the results
of its annual employee
engagement survey.”
The second phase of data another aspect of organizational
health. Considering
collection consisted of an
online questionnaire completed
by 67 supervisors and in analyzing a performance
surveys are a common tool
managers, which was developed
based on the analy-
recommendations from this
problem or opportunity, the
sis of the interview data. study are relevant to human
performance technol-
The primary recommendation
from this study is for ogy practitioners, as these
SumHealth to create a comprehensive
communication carried out as interventions
recommendations can be
plan around their employee to maximize the value of
engagement initiative. Recommendations
for the specific
an organizational survey.
components of this communication
plan are based on
the findings and conclusions
AWARDS OF EXCELLENCE | 12

CHAPTERS OF EXCELLENCE
ISPI Potomac Chapter
The Potomac Chapter thought leaders meeting was
serves the greater Washington, convened to decide their fate.
D.C., area including Maryland, On a cold winter’s Sunday in
Virginia, and the District of an aged Irish pub on Capitol
Columbia. Founded in 1962, Hill, a truly amazing group
they have a storied history of former chapter leaders,
including Joe Harless as one brilliant, decisive people suffering
from HPO, committed
of their many fine past presidents.
They have produced to rallying and rebuilding the
wonderful programs and built chapter. A series of meetings
lifelong professional friendships
for decades and previ-
a strategic plan, fresh ideas,
resulted in goals, alignment,
ously won this very award. and rededication. It did not,
The Potomac Chapter has however, immediately deliver
contributed speakers and leaders
to ISPI including our cur-
the committed core reinvented
more help. Digging deeper,
rent board president, 2008-09 itself, made some personnel
ISPI President Matt Peters, and changes, and nearly dragged
Performance Improvement strangers off the sidewalk to
Quarterly co-editor Karen work. (One, their irreplaceable
“their membership has
risen from 16 to over 70.”
Medsker. For some years, treasurer Jim Govoni, who
however, they did not practice digitized the finances in three
their own “religion” as well as shakes of a lamb’s tail, isn’t
they might have done. They even in the field but contributes
because his partner is an
did not transition to a chapter
that sufficiently attracted today’s
professionals—especially Anderson materialized like
irrepressible believer. Laura
younger ones. Their recruitment
shortage went beyond bone of our new website and
an angel to build the back-
failing to meet leadership and quietly moved on.) Permission
volunteer needs: they faced was given to dash the previous
framework with radical
going out of existence.
After admitting this reality,
past president Jeff Parks brilliant web developer John
overhauls like hiring gently
suggested asking other past Faucher, whose patient excellence
never lets them presidents what to do. A
down.
They stayed true to their
founding principles and got
down to constructing a group
that professionals wanting to
build their careers through
HPT knowledge and networking
would want to join.
Is it working? The evidence
is their membership has risen
from 16 to over 70. Why?
From increasing communication
and promotion with a fabulous
new website (thanks to
many); strong programs (John
Fox and Terry Goodwin); a
completely new membership
database (John Fox and June
Fair); enticing website videos
of our great presenters (Mark
Boccia and Dan Elbert); columns
on praxis (Gaye Mara);
and meetings featuring the
Four Squares: new member
welcome and networking
(Molly Wankel), new learning
technology, mentoring (Sandy
Henderson), and master
practitioners providing free
problem solving worth every
penny! With more members,
they have more volunteering,
and are well on the mend.
Perhaps through their digital
presence, they will be more
inclusive and effective than
ever. All this hard work is
gratefully recognized with this
award, and they would be delighted
to share their journey
to help other chapters.
FIND A CHAPTER
NEAR YOU. . .
CHAPTERS BASED IN US
Arizona ISPI (AZ)
Los Angeles (CA)
Orange County (CA)
San Diego (CA)
Front Range (CO)
Potomac (DC, MD, VA)
South Florida Gold Coast (FL)
Tampa Bay ISPI (FL)
Atlanta (GA)
Idaho ISPI Chapter (ID)
Chicago (IL)
Kansas City (KS/MO)
Massachusetts (MS)
Michigan (MI)
Minnesota (MN)
St. Louis Chapter (MO)
New Jersey (NJ)
New Mexico (NM)
Carolinas (NC, SC)
Heartland (OH)
Great Valley (PA)
Dallas/Ft. Worth (TX)
San Antonio (TX)
Utah ISPI (UT)
Seattle (WA)
CHAPTERS OUTSIDE OF US
ISPI Argentina (Argentina)
Melbourne (Australia)
Sydney (Australia)
Vancouver (Canada)
Colombia (Colombia)
ISPI Europe (Europe)
Isreal (Isreal)
ISPI, Japan Chapter (Japan)
ISPI, Nigeria (Nigeria)
South Africa (South Africa)
NON-REGIONAL CHAPTERS
ISPI Armed Forces Chapter
ISPI Capella University Virtual
Chapter
Performance Improvement Global
Network
13 | ISPI 2009

Presidential citations
Presidential Citations are presented to ISPI members for notable or important contributions
made during the past year that have enhanced the Society’s goals and objectives. These
individuals are honored and recognized by our current president, Matt Peters, CPT.
Matthew Donovan has provided the thought leadership and hard work to establish ISPI’s new
University Case Study Competition. He is the vice president and founding member of Option Six and
has an MS in Instructional Systems Technology and a BA in Education, both from Indiana University.
Matt has over 15 years’ experience in developing award-winning experiential learning—leveraging
goal-based scenarios, performance simulations, and problem-based learning—for many Fortune 500
companies. He has also designed and developed innovative online business courses for top graduate
business programs including the University of Chicago, Carnegie Mellon, and Stanford GSB.
Marci Paino has been a very active contributor on the a number of conference committees
and she epitomizes our “emerging talent.” She is the lead instructional designer at KARL STORZ
Endoscopy. Before joining KARL STORZ, Marci worked in instructional design and performance
technology roles for companies including Microsoft, Bank of America, Institute for Health Maintenance,
and NBC.com. She earned her MA in Educational Technology from San Diego State University
and her BS from Ithaca College in Organizational Communication, Learning, and Design. Marci
currently serves on ISPI’s 2009 Conference and Online Community Governance Committees.
Brian S. Grant has shepherded HPT Connections from a concept to a viable active Society
social networking tool. HPT Connections is now providing the intellectual foundation for blogs,
discussion boards, and other networking functions. He is the cofounder of PowerSource Solutions
with his wife, where he researches community-based development technologies and works with
organizations on developing sustainable community engagement solutions. Brian’s HPT expertise lies
in training and development, which he applies through his Instructional Design work at Raytheon.
Guy W. Wallace, CPT has remained exceptionally active through connecting with ISPI
“legends,” contributing to our institutional knowledge by producing video podcasts, and providing
regular member feedback via My2Cents. He is a senior learning leader at Wachovia’s General Bank
Group—A Wells Fargo Company, and heads the Curriculum Architecture Team. Guy has been in
the ISD field since 1979, was an external consultant to over 40 Fortune 500 firms for 25 years, and
served on the Board of ISPI and as President-Elect and President. His specialty is analysis and design
of performance-based curriculum architecture designs, having done 74 for his former clients.
AWARDS OF EXCELLENCE | 14

Distinguished dissertation awards
In its second year, ISPI and its Research Committee are
proud to honor excellence in student research through our
Distinguished Dissertation Awards Program.
First Place
Forecasting a Competency Model for Innovation Leaders Using a Modified Delphi Technique
David G. Glidden, PhD, Pennsylvania State University
Second Place
The Impact of Safety Culture on Worker Motivation and the Economic Bottom Line
Donna C. Crossman, PhD, Capella University
Third Place
An Exploration of Factors Involved in Workers Making Meaning of Job Searches after Layoff
Maria S. Kokas, PhD, Wayne State University
2010 Awards
of Excellence
ISPI’s Awards of
Excellence program
is open to all ISPI
members.
Submission packets
available:
July 2009
Deadline for
submissions:
October 30, 2009
CERTIFIED PERFORMANCE TECHNOLOGIST
CLASS OF 2008-2009
Request a hard copy
or download the
guidelines from the
ISPI website:
www.ispi.org
Kathryn Sulloway Adams, CPT
Holli C. Baker, CPT
Dianne Turiano Keefer, CPT
Thomas Alan Kriesel, CPT
Young Hee Park, CPT
Wes Arvid Parker, CPT
If you are interested
Kerry Alan Bennington, CPT
Sven Blomberg, CPT
Donald R. Blum, CPT, PhD
Craig Casserley, CPT
SiatMoy Chong, CPT, PhD
Jane M. Costello, CPT
Evelyn Eubank, CPT
Paul K. Fisher, CPT, CMC
Debbie I. Frizzell, CPT
Scot B. Lambert, CPT
Jin Hyeong Lee, CPT
James F. LeViness, CPT
Erin Andrea McAvoy, CPT
Kery S. Mortenson, CPT
Anita S. Moseley, CPT
Kristopher J. Newbauer, CPT,
Ed.M, PHP
Lucy S. Newman, CPT, DBA
Sean A. Rea, M.A., CPT
Mark Andrew Rhein, CPT
Jeffrey L. Salyer, CPT
John J. Simonson, CPT
Min-Hwan Song, CPT
Robert Clinton Spicer, CPT
Robert M. Tolin, CPT
Ann Marie Vaughan, CPT
Wessel Van Reede Van
in serving on the
evaluation team for
any of the award
categories, please
contact ISPI at
301.587.8570 or
info@ispi.org.
Tareq Hady, CPT, MBA
Leon Olivier, CPT
Oudtshoorn, CPT
Michael C. Hinebrook, CPT
Ross Baker Orvik, CPT
Steven Weitz, CPT
Jennifer Anne Hooker, CPT
Michelle Cecile Painchaud, CPT
Robert Channing
Michael R. Isabelli, CPT
Eung KYU Park, CPT
Weitzmann, CPT
15 | ISPI 2009

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