HPT Pathfinder: Rummler's Anatomy of Performance

Summary

In this HPT Pathfinder presentation, Gary Rumler's evolution of ideas from 1995 to 2008 is explored. Rumler, with Alan Brash, defined performance at three levels: organizational, process, and job. They introduced the human performance system and later developed the 'Anatomy of Performance' to view organizations as interconnected systems. They emphasized the value chain and the impact of external forces on organizations, advocating for quality management and effective process management across vertical and horizontal dimensions. Rumler's tools, like process maps and the effective process framework, are designed to address organizational complexities and enhance performance.

Takeaways

• 📈 Gary Rumler's ideas evolved significantly from 1995 until his death in 2008, focusing on the holistic view of organizational performance.
• 🏢 Rumler and Alan Brash defined performance at three levels: organizational, process, and job/performer, introducing the Human Performance System.
• 🔄 They emphasized that organizations should be viewed as interconnected systems rather than isolated silos.
• 🌐 Rumler introduced the 'Organization as a System' lens, later known as 'Anatomy of Performance', which considers the entire organization as a value chain receiving inputs and producing outputs.
• 💹 The value chain includes resources like capital, raw materials, and human resources, aiming to create valued outputs such as products, services, and shareholder value.
• ⏳ Rumler's model includes the 'Organizational Super System', which acknowledges external forces like regulations, economic conditions, and societal trends impacting organizations.
• 🛠️ Quality management was identified as crucial for high-performing organizations, requiring managers to manage both vertically and horizontally.
• 🔍 The 'Value Creation Hierarchy' was used to identify and improve processes at various levels within an organization.
• 📊 Process maps, also known as swim lane diagrams, were developed by Rumler to help visualize and manage processes within organizations.
• 🔄 The Effective Process Framework combines the three performance levels with horizontal considerations from the value chain for job-level process improvement.
• 🏆 Rumler's legacy is marked by his continuous refinement of concepts, models, and tools to suit changing organizational circumstances.

Q & A

What were Gary Rumler and Alan Brash known for in the field of performance?

Gary Rumler and Alan Brash were best known for defining performance at three levels: organizational, process, and job or performer.

How did Rumler and Brash address the misconception of organizations consisting of disconnected silos?

They emphasized the processes within and between departments and functions to show the interconnectedness of organizational units.

What is the human performance system introduced by Rumler and Brash?

The human performance system is a concept that describes the inputs, outputs, consequences, and feedback impacting an individual's ability to produce expected results.

What is the 'value chain' as described by Rumler and his colleagues?

The value chain is the entire system through which an organization receives inputs of resources, produces valued outputs, and receives consequences and feedback from successful value creation.

What is the organizational super system according to Rumler's perspective?

The organizational super system refers to the larger business environment that impacts an organization, including governmental regulations, economic conditions, cultural norms, and societal trends.

Why is quality management considered a key component in a high-performing organization by Rumler and his colleagues?

Quality management is key because it enables managers to articulate, organize, and manage functions, jobs, and performers both vertically and horizontally across the value chain.

What is the value creation hierarchy mentioned in the script?

The value creation hierarchy is a tool used to drill down through various levels of a business to pinpoint processes in need of improvement.

How does the value creation system within an organization encompass major departments and functions?

The value creation system includes all major departments and functions, as well as the processes that move value, products, and services from concept to consumer.

What did managers discover was the issue with customer service agents in the online business scenario?

Managers found that customer service agents were not confirming the shipping address for each order, leading to dissatisfied customers.

What tools did Gary Rumler develop to help managers and HPT professionals?

Gary Rumler developed tools like process maps (swim lane diagrams) and the effective process framework to help identify relationships and processes within an organization.

How did Rumler's work aim to impact the total system of an organization?

Rumler's work aimed to refine and enhance concepts, models, or tools to make them better suited to changing circumstances, ultimately impacting the total system of an organization.