An electronic performance support system (EPSS) is a computer-based system that helps the learner, who has a job-related task to perform, work through it step by step. The EPSS helps the learner by providing what to do and feedback on how well they’re doing. Here are some of the essential benefits of EPSS: It provides expert advice, gives immediate feedback, and allows people to follow a solution approach with multiple alternatives. The system can also be tailored to specific individuals or groups.
1. EPSS Eliminates
It reduces errors by making sure people do things right the first time. It stores records of all activities and provides a record for future reference. EPSS can be used on an individual basis for any topic, or it can be shared among a group of colleagues. EPSS eliminates the need for learners to wait for technical support at a help desk because problems can be resolved without assistance from the service desk when users know what to do and how to proceed with their work. It helps users stay on track with their tasks by allowing them to be continuously monitored.
2. EPSS in Real-time
The following example illustrates the critical role that EPSS plays in completing the job and being productive: A customer service agent is handling a call with an upset customer who wants her software product back due to a new operating system installation. The agent explains that she cannot cancel the order or return the product until it has been activated on the computer. She asks the customer which operating system she is using and then directs her to another department to have it activated. The agent then calls the activation department and obtains a status code. The agent then inputs the code into an EPSS in real-time, which tells her that she is on the right track but that she must now provide another set of instructions to the customer, namely, “From your Start menu, select All Programs and choose Accessories. From the Accessories folder, double-click on Word, then click on Word Options. Click on Popular from the left pane and select Basic from the right pane. Click on the Check Now button.” The EPSS then displays a message, alerting the agent that she is performing all of these tasks correctly and that the customer should now shut down her computer and restart.
3. Knowledge Management Systems
EPSS is mainly used to support work activities in different areas such as banking, retail, ministry of health, communication, and allied businesses such as call centers. This is used to provide feedback on work processes. Such systems include monitoring information queues for service providers (e.g., call centers) and checking usage patterns for administrative support staff. EPSS falls into the category of knowledge management systems (KM), which is defined as “systems that provide human workers with tools for making their work more productive.”
4. Performance data collection and analysis tools
EPSS works by creating a workflow that guides the user through a series of tasks, from start to finish, under defined circumstances. A somewhat simplified example of such a process is as follows: If EPSSs use computer-based methods, they can be designed with different technologies to make them more robust and efficient. These may include performance data collection and analysis tools. The collected data could be used for problem analysis and system troubleshooting. In addition to this, the solutions provided by EPSSs are often executed by the use of customized user interfaces that can be automatically adapted to suit different users.
5. Model-based approach system
EPSS uses a model-based approach as opposed to an information/knowledge-based approach. This is because they are designed to assist workers in performing their jobs with minimal human interaction. Both an information-based approach and a model-based approach are complementary, but the model-based approach is more suitable for certain operations. For example, if a user has to perform a very complex task that involves many steps and many different activities, then the model-based approach would be more appropriate.
6. Primary Advantages
One of the primary advantages of the model-based approach is that it gives the user many alternatives for completing their tasks. This means that they would not have to repeat the process of learning how to do the work. In addition, user errors are minimized because when users are following a solution approach, their actions are guided step by step. Thus, if any errors occur, they can be corrected at an early stage.
7. Knowledge Transfer
In some situations, solutions that include both expert knowledge and subject knowledge might be more effective than solutions that rely solely on one approach or the other. However, a model-based approach is not appropriate in all situations. For example, users may need to access massive amounts of information to carry out their jobs. In such cases, a more information-based approach may be more appropriate since it could provide the relevant knowledge to users in an easier and faster way.
8. Incorporate logical Network
This is why it is necessary for an EPSS to have the ability to incorporate both analytical knowledge and expert human knowledge into its solutions. These solutions are “meta solutions” that help the users access knowledge stored in the system. They can be created by human experts or by computer systems.
Conclusion
EPSS has a number of advantages compared with more traditional, paper-based approaches. The main benefits include: There are a number of disadvantages to using EPSSs. Some of these disadvantages include: EPSSs are also supported by a number of technologies and standards.
