RESOURCE LIBRARY
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Fluent Product Knowledge: Application in the Financial Services Industry
By: C. Binder & C. Bloom
This article describes the enormous impact of fluency-based training, an approach that ensures true mastery of skills and knowledge for sustainable performance improvement.
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Building Fluent Performance in a Customer Call Center
By: C. Binder & L. Sweeney
This article, co-authored by Carl and the business unit manager of a customer call center, describes a program that combined fluency-based training with management of the behavior influences to produce a 60% improvement in productivity with 30% shorter training in one-fourth the ramp-up time for newly hired customer service representatives. The article focuses on the fluency-based training aspect of the program, but it was a true Six Boxes implementation, involving a tuned and balanced overall system for developing and supervising call center employees.
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Computing Fluency and Productivity
By: Carl Binder
A brief article that succinctly describes foundation elements of a performance-based computer learning strategy.
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Closing the Confidence Gap
By: Carl Binder
Fluency is fun, produces confidence, and brings on a whole host of positive feelings and affect. It feels good to truly "master" and apply any skill or body of knowledge.
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Promoting Human Performance Technology Innovation: A Return to our Natural Science Roots
By: Carl Binder
While this article might be a little academic for some readers, it presents a rationale for strengthening the foundation of performance improvement methodology based on evidence and behavior science.
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The Six Boxes®: A Descendent of Gilbert's Behavior Engineering Model
By: Carl Binder
This article is the first published summary of the Six Boxes Model, with a description of how it can help human resources and performance improvement professionals.
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Measurement: A Few Important Ideas
By: Carl Binder
This ISPI Master's Series article is a quick summary of some essentials in our approach to measurement and decision-making.
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Measurement, Evaluation, and Research: Feedback for Decision Making
By: Carl Binder
The first in an important book on measurement and evaluation, this chapter outlines the fundamentals of measurement for supporting decisions related to performance improvement and links performance measurement to the Performance Chain and the Six Boxes Model.
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HPT Models: An Overview of the Major Models in the Field
By: F. Wilmoth, C. Prigmore, & M. Bray
This summary of the many performance improvement models developed over the years by performance improvement experts makes clear how confusing and complex these models can be.
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Training to Fluency, A Real Return on Investment (an interview with Dr. Carl Binder)
By: G. Snyder
This interview explains the importance of setting and achieving training goals based on fluency, not mere accuracy of performance.
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Competence is What Matters
By: T. M. Teodorescu & C. Binder
Co-authored with Tina Teodorescu, Carl's long-time colleague, this article contrasts the output-based performance analysis methods that accompany the Six Boxes Approach with the current trend of “competency modeling.”
Credit: Teodorescu, T. M., and Binder, C. (2004). Performance Improvement, 43(8), 8-12.
