ABSTRACT
This chapter deals with "words of wisdom" from experienced Human Performance Improvement (HPI) practitioners for those who are new to the field. With the goal of gaining market share and improving sales performance, process improvement teams at a large healthcare insurance company spent 6 months analyzing and redesigning the sales process for the Sales Department at a cost of several hundred thousand dollars using a Sigma approach. An experienced HPI consultant was brought in by the C-level and above to try to uncover why the performance of the Improving assistant branch managers was deteriorating. The HPI project team consisted of three forklift operators, the senior manager, and the HPI consultant. While the call center management wanted the quick fix of training, the HPI consultant was able to convince all levels of management that a complete makeover was needed. The chapter also presents some closing thoughts on the key concepts discussed in the preceding chapters of this book.
