The HPT Model Applied to a University Technology and Learning Center's Resource Allocation

Sreeja Sreenivasan Mattookkaran (University of North Carolina at Charlotte, USA), Terri Mestre (University of North Carolina at Charlotte, USA), Barbara Shortt (University of North Carolina at Charlotte, USA), and Florence Martin (University of North Carolina at Charlotte, USA)
Copyright: © 2020 |Pages: 57
EISBN13: 9781799817406|DOI: 10.4018/978-1-7998-0054-5.ch003
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The International Society for Performance Improvement (ISPI) Human Performance Technology model was used as a guideline for this case study and applied to assess and evaluate the resource allocation at the Technology and Learning Center (TLC). This model has proven to be a useful guideline as a process to be followed during the project. A team of instructional systems technology graduate students served in a consulting role on this project to help the TLC allocate resources and redesign processes on how support tickets were handled. The project team conducted performance analysis through extensive stakeholder interviews and extant data review to perform organizational, environmental, gap and cause analysis. Through these analyses, performance issues were isolated, the causes behind them were identified and concluded with the recommendation of interventions to the client.
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