An application of human performance technology: A case study at LG CNS

IT (Information Technology) service providers have been making serious efforts for the success of numerous IT projects. For each project, they have been trying to satisfy expectations and requirements from stakeholders such as customers, partners, the project team, and so on. However, in reality, customers have perceived that IT services are late in delivery time, over budgeted, or of low quality, despite the providers’ efforts. LG CNS, an IT service provider, has innovated the internal service process by using HPT (Human Performance Technology), i.e. performance engineering. This case study reports how they identified problems and devised a way to alleviate the problems by analyzing the performance of IT service projects.