Articlebronze1997

Cost-justifying electronic performance support systems

Michael C. Desmarais · Richard Leclair · Jean-Yves Fiset · Hichem Talbi

49 citations0/0 files storedCommunications of the ACM

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Human Resource Development and Performance Evaluation Decision Support System Applications Information Technology Governance and Strategy

Abstract

Cost-Justifying Electronic Performance Support Systems C onsider how attractive and valuable a support system would be if it allowed any individual to enter a new job without prior training, and if it would gradually bring this individual to higher performance levels than those achieved by traditional initial training sessions.Not only would such a system offer savings in training costs, but it would also provide productivity gains due to the user's increase in performance-the ultimate aim of Electronic Performance Support Systems.How realistic is this goal, and how cost-effective is an EPSS in reality?In spite of a number of success stories, 1 this question is difficult to answer with certainty, especially in a pre-project phase when the intent is to determine if an organization should go ahead with an EPSS project.The large number of factors to consider and the lack of data to help predict results make it difficult to quantify the return on investment for an EPSS.The objective this article is to provide some empirical data on this subject by using cost-benefit data based on the analysis of a potential EPSS project for a large electric utility company.We hope the findings will give some generalizable results and that the method can be reused for the purpose of conducting EPSS cost-benefit analyses. How can the benefits and return on investment of an EPSS be determined in advance?1 A number of case studies are compiled at http://www.epss.com/lb/lb_index.htm.They cite, for example, a study reporting that the use of an EPSS for customer service employees reduced training time by 60%.Another study of the use of an EPSS for a front-end interface of a bank legacy system reports a reduction in on-the-job training by 75%, a reduction of time per task from 33% to 77%, and a similar reduction of errors.

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1995Electronic performance support systems: how and why to remake the workplace through the strategic application of technology 2008Attributes and Behaviors of Performance-Centered Systems

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2005Competitive intelligence systems 2003Improving individual and organizational performance through communities of practice 2004The relationship between the performance and the perceived benefits of using an electronic performance support system (EPSS)2008The effect of performance support and training as performance interventions 1998Organisational Memory Systems Application of Advanced Database and Network Technologies in Organisations 2006Performance support tools: Delivering value when and where it is needed 2002Achieving Performance and Learning through Performance-Centered Systems 2002ROI calculations for electronic performance support systems

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