In this section there are the following resources:
- Observing Actual Performance Overview
- Observing Actual Performance Job Aid
Observing Actual Performance oVERVIEW
WHAT
Direct observation of actual performance is a type of data collection in which the observer watches and records real world behaviors and results. It can involve qualitative measures, which are not measurable numerically, and quantitative measures, which are numerically measurable. It may also be called a field observation.
WHY
Analyzing direct observation of actual performance can allow management to
HOW
This technique is great for observing and analyzing objective data. For example, the time it takes a person to perform a desired behavior. It is also used to observe and analyze subjective data such as a person’s frustration or lack thereof with a certain task[i].
ADVANTAGES
DISADVANTAGES
USE IN THE REAL WORLD
For example one might observe performance of nurses or healthcare workers in order to understand their hand--‐washing practices and, for the purposes of the particular human performance improvement agenda, pay attention to the quantitative aspects (e.g. number of seconds at each stage, whether or not they use an appropriate hand--‐drying method, or hand--‐ washing or amount of soap used) and qualitative aspects (e.g. how the person scrubs with soap or how the person dries their hands) As such, observing actual performance is an integral part of ensuring best practices[ii].
RESOURCES
[i] http://www.idemployee.id.tue.nl/g.w.m.rauterberg/lecturenotes/UFTdirectobservation.pdf
[ii] Sax, H., Allegranzi, B., Chraïti, M., Boyce, J., Larson, E., & Pittet, D. (2009). The world health organization hand hygiene observation method. American Journal of Infection Control, 37(10), 827-834. doi:10.1016/j.ajic.2009.07.003 http://www.ncbi.nlm.nih.gov/pubmed/20004812
Direct observation of actual performance is a type of data collection in which the observer watches and records real world behaviors and results. It can involve qualitative measures, which are not measurable numerically, and quantitative measures, which are numerically measurable. It may also be called a field observation.
WHY
Analyzing direct observation of actual performance can allow management to
- observe things—including things that the employees themselves do not see—and inform the employees or implement responsive instructional or managerial interventions
- compare the observation data to metrics set based on ideal performance or the behaviors of the top performer (old or new behaviors that make them “top”) and implement responsive instructional or managerial interventions
HOW
This technique is great for observing and analyzing objective data. For example, the time it takes a person to perform a desired behavior. It is also used to observe and analyze subjective data such as a person’s frustration or lack thereof with a certain task[i].
ADVANTAGES
- Non--‐intrusive: does not disturb those you are observing
- Authenticity: observations are of behaviors and results in real contexts where a system is in place
- Can observe from up close, afar, in--‐person, or video camera
- Can be a “fly--‐on--‐the--‐wall”
DISADVANTAGES
- Hawthorne Effect: People perform better because they know they are being observed. It may be unethical to observe with informing in some contexts.
- Observing involves kinds of subjectivity that are hard to avoid. Even when a camera is used, observers must attend to the recorded footage, which involves subjective cognitive processes
- The observer may have biases about what they are observing, how to observe it, and how to make sense of it
USE IN THE REAL WORLD
For example one might observe performance of nurses or healthcare workers in order to understand their hand--‐washing practices and, for the purposes of the particular human performance improvement agenda, pay attention to the quantitative aspects (e.g. number of seconds at each stage, whether or not they use an appropriate hand--‐drying method, or hand--‐ washing or amount of soap used) and qualitative aspects (e.g. how the person scrubs with soap or how the person dries their hands) As such, observing actual performance is an integral part of ensuring best practices[ii].
RESOURCES
[i] http://www.idemployee.id.tue.nl/g.w.m.rauterberg/lecturenotes/UFTdirectobservation.pdf
[ii] Sax, H., Allegranzi, B., Chraïti, M., Boyce, J., Larson, E., & Pittet, D. (2009). The world health organization hand hygiene observation method. American Journal of Infection Control, 37(10), 827-834. doi:10.1016/j.ajic.2009.07.003 http://www.ncbi.nlm.nih.gov/pubmed/20004812
Observing Actual Performance JOB AID
The job aid below is intended to provide first-time practitioners guidance on how to observe actual performance.