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Human Performance Gap Analysis to Im...

Ravada, Sudhakar.

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Human Performance Gap Analysis to Improve Self-Service Technology (SST) Adoption in an Organization.

Record Type:	Electronic resources : Monograph/item
Title/Author:	Human Performance Gap Analysis to Improve Self-Service Technology (SST) Adoption in an Organization./
Author:	Ravada, Sudhakar.
Published:	Ann Arbor : ProQuest Dissertations & Theses, : 2019,
Description:	259 p.
Notes:	Source: Dissertations Abstracts International, Volume: 81-11, Section: B.
Contained By:	Dissertations Abstracts International81-11B.
Subject:	Operations research. -
Online resource:	http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=27804175
ISBN:	9781392568774

Human Performance Gap Analysis to Improve Self-Service Technology (SST) Adoption in an Organization.
Ravada, Sudhakar.

Human Performance Gap Analysis to Improve Self-Service Technology (SST) Adoption in an Organization. - Ann Arbor : ProQuest Dissertations & Theses, 2019 - 259 p.

Source: Dissertations Abstracts International, Volume: 81-11, Section: B.

Thesis (Ed.D.)--University of Southern California, 2019.

This item must not be sold to any third party vendors.

This case study used the Gap Analysis (Clark & Estes, 2008) framework to identify goals, determine performance gaps, diagnose causes, and recommend research-based solutions; and it used New World Kirkpatrick's Model (Kirkpatrick & Kirkpatrick, 2016) to evaluate the results to improve user (employee) adoption of an IT Self-service solution within an organization. The purpose of this study was to identify the underlying knowledge, motivation, and organization (KMO) factors that would aid an innovation team in their mission to improve user adoption of their IT Self-service solution. This mixed-method case study used interviews, a survey, and document analysis to collect data from the IT Self-service innovation team. Findings from this study indicate that the innovation team exhibited high motivation but lacked the knowledge to improve adoption. A pilot implementation of the findings using agile instruction and project management methodologies resulted in a 2000% increase in user adoption and a 36% reduction in associated monthly customer support call volume. This study serves as a model of a high-quality Human Performance Gap Analysis using Clark and Estes' (2008) model. It proposes a seven-stage conceptual model with four categories of actions to describe Self-service user adoption within organizations. It recommends evaluating the choices that are available to customers to improve prediction of the intent-to-adopt and intent-to-use variables of the popular Unified Theory of Acceptance and Use of Technology (UTAUT) model (Venkatesh et al., 2003). It also contributes to the literature on call reduction strategies, post-training support, technochange competencies, and Self-service technology adoption.

ISBN: 9781392568774Subjects--Topical Terms:

547123
Operations research.
Subjects--Index Terms:

IT Self-service solution

Human Performance Gap Analysis to Improve Self-Service Technology (SST) Adoption in an Organization.
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520 $a This case study used the Gap Analysis (Clark & Estes, 2008) framework to identify goals, determine performance gaps, diagnose causes, and recommend research-based solutions; and it used New World Kirkpatrick's Model (Kirkpatrick & Kirkpatrick, 2016) to evaluate the results to improve user (employee) adoption of an IT Self-service solution within an organization. The purpose of this study was to identify the underlying knowledge, motivation, and organization (KMO) factors that would aid an innovation team in their mission to improve user adoption of their IT Self-service solution. This mixed-method case study used interviews, a survey, and document analysis to collect data from the IT Self-service innovation team. Findings from this study indicate that the innovation team exhibited high motivation but lacked the knowledge to improve adoption. A pilot implementation of the findings using agile instruction and project management methodologies resulted in a 2000% increase in user adoption and a 36% reduction in associated monthly customer support call volume. This study serves as a model of a high-quality Human Performance Gap Analysis using Clark and Estes' (2008) model. It proposes a seven-stage conceptual model with four categories of actions to describe Self-service user adoption within organizations. It recommends evaluating the choices that are available to customers to improve prediction of the intent-to-adopt and intent-to-use variables of the popular Unified Theory of Acceptance and Use of Technology (UTAUT) model (Venkatesh et al., 2003). It also contributes to the literature on call reduction strategies, post-training support, technochange competencies, and Self-service technology adoption.
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