Human Performance Decision Making Maturity Modeling Tool Every system is perfectly designed to get the results it gets. – Deming

Tractable system - clockwork Don’t we all love Lucy? This is the assembly line for making chocolates.

Intractable system - teamwork Dr. Michael Leggett and Macomber Map

Decisions, including HP ones, are hard to make in Complex Systems Tractable System Intractable system Number of details Simple descriptions; few details Elaborate descriptions; many details Comprehensibility Principles of functioning are known Principles of functioning are partly unknown Stability System doesn’t change while being described System changes before description is completed Relation to other systems Independence Interdependence Controllability High; easy to control Low; difficult to control Metaphor Clockwork Teamwork From the work of Erik Hollnagel

You can take a bicycle apart and put it back together You can take a bicycle apart and put it back together. You cannot do that with a frog. – Liz Keogh Organizations spend too much time on their bicycles and not enough time on their frogs. “Write more procedures” should sound familiar.

WECC Human Performance Work Group (HPWG) Projects Event Analysis (HPEAWG) In the Control Room (HPCRTF) Maturity Model (HPMMTF) Knowledge Transfer (HPKTTF) HP Conference Western Electricity Coordinating Council

Human Performance Maturity Model Task Force (HPMMTF) The HPMMTF shall create a model that provides a robust framework for an organization to identify and implement its desired level of human performance and objectives. Committee Members: Alcaraz, Sammy IID ☐ Ayala, Mel PG&E David Bowman Knowledge Vine Bywaters, Deveny Liaison WECC Case, Bob Black Hills Corpus, Chief PGE Ey, Pam Lead Researcher The Center for Innovative Decision Making Gallegos, Aidan PNM Krause, Rodney BPA Legatt, Michael Resilient Grid Morris, Marie Petrowski, Michael Los Alamos National Lab Onate, Pablo El Paso Electric David Sowers Statwick, Jim Chair Xcel Energy Szczepanski, Norm SMUD Villa, Elizabeth Welch, Bobbi APS Western Electricity Coordinating Council Western Electricity Coordinating Council

What is a maturity model? Capabilities: Practices & Behaviors In this application, a representation of reality that shows how maturity and sustaining HP works, from a business planning perspective.

Some research process and a little safety moment So we did research using this process. Some research process and a little safety moment

Human Performance Definition Optimizing behaviors to achieve goals, by focusing on the intersection of the complex system with the organization’s people that are doing the work. Research working definition

1. How mature is our HP? 2. Where do we want to be? 3. Show me how.

How mature is our HP? Just getting started? Some plans and stakeholders? Repeatable structured HP practices? Measured, aligned HP activities across business units, resulting in predictable outcomes? Business driven, fully integrated, top down integrated approach? These are the

It’s not linear What it took to get us here won’t get us there

Principles Capable processes can’t survive unless the organization is mature enough to sustain them. Improvement is best approached in deliberate stages, using organization change methods. Each stage (maturity level) lays the required foundation on which future improvements can be built. The levels are cumulative (so you can’t skip a level). Striving to achieve the highest level may not be optimal.

Our level of maturity – define the current state Organization or business unit (s) Guideline, not meant to be perfect fit – not a checklist Emerging practices vs. well established

Recommendation Guidelines The current level of maturity may be okay if… You may want to move to the next level if… What does it take to move to the next level?

WECC HP Work Group | HPMM Task Force | Participants who were interviewed James Merlo| Research Assistants | Rocky Sease | Jeffrey Sill

McColl School of Business Deveny Bywaters WECC Pamela Emerson Ey, Ph.D. eyp@queens.edu +1.704.989.2949 McColl School of Business WECC HP Conference 2018