1. Concept and Brief Description
High-Performance Work Systems can be defined as an organization that has the best possible fit between their social system, or people and how they interact, and their technical system, or equipment and process.
2. Emotional Hook (provocative question/claim/real-life problem)
How can an HR Manager create a system that has this kind of balance?
3. Key Points to Elicit in Discussion
HR managers are probably the first to have an impact on this system. They are the ones doing the hiring, and finding the potential employees that have the qualities that are going to help make the system balanced and smooth. There are three ways in which they impact this system;
The first is by promoting knowledge workers. These employees are customer service people. They are service trained, and can use those skills to satisfy the needs of the customer. After all a happy customer is one that will come back.
The second is employee empowerment. These employees have been encouraged, or empowered to make decisions about the job. To make changes that would help to make things better.
The third is teamwork. This one is self explanatory. Develop a team that can collaborate and work together to meet a common goal and you have great way to get work completed.
4. Facilitative Questions
As an HR how would you use the three aspects to create a balanced high-performance work system?
How might you fix a broken system?