Electronic performance support systems: appropriate technology for the development of middle management in developing countries

Abstract

The shortage of suitably qualified middle management in South Africa, and its impact on the potential success of the RDP is well documented. There are various ways of addressing this problem. These methods range from conventional class room training through interactive television and computer-based training. What all these have in common is that they require the trainee to be taken out of the work environment in order to be trained and thus valuable production time is lost. One way of countering this is by providing on the job training at the point of use and at the time of need. Delivering such a system by computer, is known as an Electronic Performance Support System (EPSS). By integrating tasks, tools and skills into a hypermedia environment, supported by an expert system, EPSS can deliver expert knowledge to the user at the time of need. This objective of this article is twofold. Firstly, it will examine the current literature concerning EPSS, and secondly, it will discuss a pilot project, launched by a major corporation, and report on initial results. The study is non-empirical and the methodology is qualitative, based primarily on interviews with and opinionnaires received from initial users of the product. Although the results cannot be generalized, they provide good initial support that EPSS could go some way towards de-skilling tasks for middle management.