Codes for Corrections

In GREEN- what was added according to comments given and my reflections. When whole
paragraphs were revised I just highlighted the title to avoid eye shock!!!!
In YELLOW- structure/ grammar corrections- only major parts were highlighted.
In BLUE my comments regarding some of your questions.
APA revised

Changing Habits: For a Future with Water

Performance Needs Assessment
Renata Chiaradia
ETEC 651- Professor Nadia Naffi
Concordia University, 2015

Overall, you did a very good job with this. You have shown an understanding of most of the HPT
content by applying it to this PNA. I think there is space for improvement in various sections. I
have left you some comments here and there, to help you revise the document. With this version,
your mark would be B+/A-. I have no doubt that you can improve this in your final portfolio.
Consider following the APA formatting and style guide:
https://owl.english.purdue.edu/owl/resource/560/01/

PERFORMANCE NEEDS ASSESSMENT

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Changing habits: For a future with water

1- Introduction
Our water supply was once thought to be infinite. As time went on, people realized that if
solutions were not thought of, a possible water crisis would emerge. For a long time, Unesco
(2009) has promoted conferences about the water condition worldwide and it has stated that
water is a finite and vulnerable resource. Water is an essential element of our survival and if
we exhaust our water supply, life would cease to exist; there wouldnt be any food, the planet
would overheat and droughts would become more common.
People have been using water carelessly, as if the supply of water was limitless. Brazil
was once considered privileged because it has 12% of the superficial fresh water in the world
(Instituto Socioambiental, 2005), but now, the country is suffering as it never has before due to
the lack of water in its reservoirs. The current water crisis began in 2014 and along with the
careless wasting of water, pollution, negligence by authorities to implement water-saving
methods and lack of rain have aggravated the situation. According to an article published on
November 24 in the online The Globe and Mail, this is Brazils worst water crisis in 80 years
(Allison & Curry, 2014).
With this problem, it became evident that there is a risk of not having fresh water
available in the very near future. According to Sabesp, the company which supplies water in the
state of So Paulo, a person needs around 110 liters of water per day for consumption and
hygiene, however, the actual consumption surpasses 250 liters (Sabesp, n.d). As for February 8,

PERFORMANCE NEEDS ASSESSMENT

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2015 the volume of remaining water in the reservoirs that supply the population of So Paulo
city was at 5.7% of its capacity (Sabesp, 2015).
2- Data Collection (Re-located)
A lot of the data contained in this performance needs assessment was collected from
different sources, as well as observations of peoples behaviors concerning water saving. A great
deal of information was extracted from the water supply company website, Sabesp. Data was
also collected from the AAR3s employees and conversations with the director, inhabitants and
the workers/housekeepers of the gated community. Below are the questions used to reveal where
the information was taken from and how they were asked.
Some guiding questions/questionnaires were also used to gather more information. The
director of AAR3 and dwellers were part of data collection:
1- Are workers receiving information about how they should perform given this
2345-

current situation? What type of information and how it is conveyed?

How is the government guiding the community?
What is the water supply company doing in order to also cope with the problem?
Demographically speaking, who are the performers?
Do performers know how to save water or re-use it? If so, what methods are they

using to do so?
6- Are tools given to them to do their work?
7- Do performers have other responsibilities besides these ones? Is it extra work to
perform the tasks that have to be done? Do workers need to stay overtime in order
to accomplish the tasks?
8- Do they have the knowledge and/or skills to accomplish the task?
9- Do they receive feedback at the worksite? How is the feedback communicated?
10- What is their reaction when they are corrected?
Other ways of gathering information and identifying the gap:

PERFORMANCE NEEDS ASSESSMENT

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Articles and websites- The data was extracted from articles and websites are available in the
references. All the information was double-checked and confirmed by people who live in Brazil
and who experience this water problem daily.
Facebook- Online group conversations and forums that discuss the current water situation in
Brazil are being observed. There are posts discussing peoples behavior regarding water
consumption and what is being noticed in their neighborhoods. People were also contacted on
Facebook and asked about the issue. Employees, house owners and the administration of AAR3
were all contacted.
Observation- On a last visit to Brazil on December 16, 2014, peoples behavior and actions were
observed for 15 days. Annotations regarding housekeepers routines and the governments plan of
action and possible solutions Sabesp was trying to implement to reduce water consumption were
made.
On Appendix 1it is possible to verify important data taken from Sabesp website (Sabesp,
2010) concerning the amount of water used for each task or problem not solved.
3- Restate the request
This intervention was requested by Antnio Carlos Lavrador, the director of Associao
Alphaville Residencial 3 (AAR3), a gated community in the greater So Paulo area, with the aim
of sensitizing workers about the water crisis in the region. According to Antnio Carlos
Lavrador, the initial request is to target the employees who work full-time inside the AAR3
community. This measure will help the community in implementing new habits, playing its part
in coping with the crisis and avoiding a chaotic situation.
4- Business Need

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The business need underlying this request is to comply with regulations. The So Paulo
government has stipulated that every household needs to reduce its monthly water consumption
by 20% to solve the problematic situation in the city. If people do not save the aforementioned
20%, a new tax of up to 50% will be levied. By having to pay the fee, it means that the water
supply is close to ending, households are not complying with the regulation imposed by the
government and thus the water crisis is intensifying. In order to achieve this objective, the
director of AAR3 is requesting immediate interventions to help performers save water.
5- The Problem
Housekeepers in the AAR3 gated community are clearly not saving water. It is a serious
problem that is getting worse every day and if nothing is done a very tumultuous situation may
develop. With the government augmenting pressure and threatening water bill fines, the director
of AAR3 decided to investigate the habits inside the community and take some measures in order
to cope with the problem and assist employees. It was noticed that people were maintaining old
habits and were not saving or re-using water.

6- Current and Desired Performance

Current Performance
Maria is a 37-year-old married mother of two children, who works full-time as a housekeeper
in order to help her husband with living expenses. Maria lives on the outskirts of So Paulo and
is responsible for all the housework in her home as well. She has a long and busy week. She
takes the bus at 6 a.m. and arrives at work at 8 a.m. She is responsible for all the main chores at
her work and by the time her employer Lidia arrives home, Maria has already left. When she

PERFORMANCE NEEDS ASSESSMENT

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arrives at work she needs to wash the dishes from the previous night. She turns on the faucet and
leaves the water running while she is washing the dishes. Twice a week she washes clothes,
using approximately 135 litres* of water each time. Maria washes the backyard and driveway
every week using more than 400 litres* of water and no instructions are given to her about the
way she should perform the task. When she washes the backyard she does not turn off the water
and it is on continuously for roughly 30 minutes. She is not able to visualize the amount of water
she is using for all the tasks. She waters all the plants and garden every other day, and in order to
clean the bathrooms she flushes the toilet, even if they are clean, and uses a lot of water to wash
the floors. She does not assess the situation before performing her work. If there is a suspicion of
leaks she does not take any measures to rectify the situation because she thinks its not her
problem. When she brushes her teeth at lunch time she also leaves the water running for around 5
minutes, using 12 litres* of water. Before going home, she takes a 15-minute shower and does
not turn off the water to soap her hair and she uses 135 litres* of water.
Maria is not aware of any sustainable practices, such as reusing water or capturing water
from the rain. Her employer is too busy to assist her and give feedback regarding water usage.
She leaves Maria notes with some instructions but this proves difficult since she cannot read very
well (illiteracy is common among the lower economic classes in Brazil). Her excuse is that she
does not have time to learn and she exhibits some resistance to change. Maria thinks this water
situation is transitory, so there is no need to change her habits or the house tasks and, quite
frankly, taking her social and economic situation into consideration, water usage is probably not
high on her priorities. When she arrives home she does the same thing and wastes a lot of water,
setting this less-than-ideal example for her kids. Considering the severe situation the city is in,

PERFORMANCE NEEDS ASSESSMENT

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Maria and many people like her need an urgent intervention as to not exacerbate the problem at
work and in her own home.
Desired Performance
Maria is a 37-year-old married woman, mother of two children, who works full-time as a
housekeeper in order to help her husband with living expenses. Maria lives on the outskirts of
So Paulo and is responsible for all the housework in her home as well. She has a long and busy
week. She takes the bus at around 6 a.m. and arrives at work at 8 a.m. She is responsible for all
the main chores at her work and her employer, Lidia, is out most part of the day but twice a week
she is able to give feedback on Marias work and give her support, if necessary. When she arrives
at work she needs to wash the dinner dishes from the day before. She turns on the faucet to fill a
little cup with water, turns off the faucet and soaps all the dishes first, using water wisely. Maria
washes clothes only once a week to save water. Every time she does, she captures the water of
the machine cycle, about 135 litres* and re-uses it to wash the backyard and driveway every 15
days. Her employer, Lidia, bought large receptacles to capture water from the washing machine,
and from the gutters outside the house when it rains. To avoid using water all the time, Maria
sweeps the floors instead of washing them. As a result, she saves more than 300 litres of water
per week. With the captured rain water, she waters the plants and the garden. This water is also
used to flush the toilets, saving more than 60 litres of water daily. If she suspects there are
leakages she tells her employer, who subsequently calls someone to fix them immediately.
Maria is very involved in her work. Her employer stays with her at least once a week to give
her feedback and see how she is doing. Because she cannot read, her employer has put reminders
in a picture format so she remembers how to capture and save water. When she brushes her teeth
at lunchtime, she uses a cup to avoid leaving the water running. Before going home, she takes a

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7-minute shower and turns the water off while she washes her hair, using only 45 litres* of water.
Maria knows that the city is going through difficult times because of the water shortages and she
is implementing sustainable practices in order to help with the problem. She is researching new
solutions and exchanging information with other housekeepers in the area using Facebook,
participating at communities of practice and during events promoted by AAR3 that bring the
community together. When she arrives home, she uses the same strategies to use water more
conscientiously setting a good example for her children. If there is no water, there is no life and
her kids and other Brazilians will suffer greatly if nothing is done. Because she is now aware of
the water shortage problem, she is naturally worried about the future of her kids without water,
so she is being proactive in ensuring that her children will be living in a country with water.
*Based on the document Uso Racional da gua (2010)
7- Performance Gap
In current tasks, performers:

Recognize the current water situation as not serious and as transitory

Feel insecure because they cant read
Rush automatically through the daily activities (wash cloths, bathrooms, clothes,

backyards, garage, among others) to be performed without giving any further thought
Use water to wash sidewalk, driveways and rooms in the house, without thinking about
alternatives to reduce water consumption, such as mopping or the use of captured water

from the rain or machines

Flush toilets all the time even when it is unnecessary
Take longer showers than needed
Leave water running when performing the majority of the tasks
Ignore leakages as being problematic
Lack of knowledge as to how they can help with the water crisis
Lack skills on how to implement changes
o Do not re-use water as part of a solution

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o They do not re-use the water from washing machine

o They do not capture water from the rain
o They do not use captured water to flush the toilets
Lack support from AAR3, government, Sabesp and employers
Lack resources to help them cope with the problem
Lack a proper procedure to follow each task that uses water
Lack sense of community
Lack feedback from employers
Lack statement of what it is expected from them

Magnitude: There is a very big gap between what is currently being done and the ideal situation.
Water wasting is happening in more than 70% of the houses in the community and it needs to be
addressed properly.
Value: Right now, the community is not complying with the new regulation which states that
everyone should consume 20% less water. If they do not save, they will face a 20% to 50%
increase on their water bill, therefore, the dwellers and AA3# will lose money, and still not
achieve the main objective saving water.
Urgency: It is a very serious issue to be addressed immediately; taking into consideration the
reservoirs have water until May only according to Sabesp. If people do not have access to clean,
potable water, the situation may become untenable.
8- Tasks in Ideal Performance
Unless stated otherwise, tasks need to be performed with 90% accuracy
End Result: Housekeepers in AAR3 will save water effectively when performing daily
tasks* without major difficulties (90% independently)

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*daily tasks in this context are all activities that imply the use of water, such as washing clothes
and dishes, cleaning bathrooms, cleaning driveways, cleaning back and front yard, taking
showers, brushing teeth and washing cars.
If performers (behavior)

They will accomplish

- Define the problem

Identify the reasons why
-Recognize the water
habits/procedures need to be
situation as very serious
changed immediately
-Recognize there will be no
water in the future if
behaviors do not change
-Compare water data now and
then
-Compare use of water then
and what the target is to be
reached today
Come up with new solutions
-Exchange
for the problem and improve
experiences/information with them with time
co-workers about best ways
to save and reuse water
-Collaborate with others to
help them or get help to better
cope with the water crisis
-Participate in groups
discussions regarding ways of
saving water
- Search for available
resources to get more
information on how to help
using the internet or
television or other
media/print
-Communicate more with
employers to improve
procedures regarding
detection of leaks and

They will perform

Housekeepers in AAR3 will

save water effectively when
performing daily tasks
without major difficulties
(90% independently)

PERFORMANCE NEEDS ASSESSMENT

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-Distinguish procedures
available to opt for the best
one given the situation
- Evaluate their advantages
and disadvantages
-Locate tools to be used
before starting tasks that need
water to be performed
-Install/Uninstall tools to be
used
-Assess current situation
before using water

Implement the best

alternative to be used
analyzing each situation

-Detect leakages and

communicate issue as soon as
it is perceived
-Inform employer of irregular
or unusual activities in the
work place
-Visualize how much water is
being wasted when there is a
leakage
-Take shorter showers
-Turn off the faucets when
water is not being used
-Follow a proper procedure
when performing daily tasks
(using help provided)
-Re-use captured water

Prevent water from being

wasted

9 -Performers
Demographics
The performers are housekeepers that work directly in the houses inside the gated
communities employed by the owners of the houses. They are responsible for carrying out all the
activities such as cleaning, washing, watering plants, etc. in the household from 8 a.m. to 5
p.m.

PERFORMANCE NEEDS ASSESSMENT

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These housekeepers are from classes C, D and E, living in the outskirts of So Paulo. In
Brazil there are five social classes that are also sub-divided. In So Paulo 37% of the people
belong to classes A (A1, A2) and B (B1, B2) classes, 63.1% belong to classes C (C1, C2), D and
E (Abep, 2010). Overall, people from classes A and B are literate, and had the chance to finish
university. People from class C are literate and functionally-illiterate, and about 30% of them had
finished secondary school. Around 10% had the opportunity to go to university. The remaining
did not have the chance to finish the primary school. The population from classes D and E are
illiterate or functionally-illiterate and did not have the chance to finish their studies. The currency
used in Brazil is the real (R$). The minimum wage for workers is R$ 788/month (approximately
$285 CDN) and housekeepers make between R$ 905 to R$1,300 ($320 to $500 CDN)/month.
Approximately 70% of these workers and housekeepers are women. They are between 26 and 50
years old. The other 30% are men between the ages of 30 and 55. These employees belong to a
less privileged class in the Brazilian society who did not complete their primary or secondary
studies with around 38% of them being illiterate or functional illiterate1, having the ability to
only write their names and read a few words. They work full-time, from Monday to Friday and
sometimes part-time on Saturdays.
Personas
Newly arrived performer- Carina is a 30 year-old woman who has just started her
work at the AAR3 as a cleaning lady and she is very excited to start this new journey. She is
illiterate because she did not have the chance to go to school when she was younger. She can
write her name and recognizes some words but she is not embarrassed to admit it to her

1 Functional illiteracy happens when an individual has reading and writing abilities
in the basic level (Wikepedia)

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employer. She is a very hard-working employee who appreciates the opportunity given to her.
She is aware of the water problem and is trying to help her employer to save water. Whenever
instructions are given she pays attention and asks a lot of questions if the message is not clear.
She draws some of the instructions given, in order to have a reference when she needs to
remember what was said. She asks other employees what they are doing concerning water and
asks friends to find solutions on the Internet and read to her. She tries to do her best to save and
re-use water and when she has any difficulties she doesnt hesitate to ask her employer.
Comfortable with my job performer- Mario is a 45-year-old housekeeper who has
been working for a family for the past three years. He is already used to the house routine and
knows the procedures. He is trying to get used to the new reality concerning the water problem.
Sometimes, as he starts working, he remembers to save water just at the end of the task. He is
still getting used to the new procedures. He is literate but he does not access the materials
provided because he thinks it will take too much time. When he does change something, Mario is
not sure if the procedure is correct, because she does not receive feedback. He thinks its
important to change but he just simply forgets. He does not have the habit of asking questions to
the employer, but he wants to change. He is not a proactive worker and does not share practices
with neighbors because he is more passive but he is willing to implement new routines to help
his community.
Ice Age performer- Rita has been working in the gated community for the past 13
years. She is a 40-year-old housekeeper whose routine tasks are habitual. She is illiterate and she
does not make an effort to help and simply ignores everything that is said to her concerning
water-saving procedures. She tells her employer that changing is very difficult for her because
she is old. She usually ignores it when she is corrected and performs accordingly when the

PERFORMANCE NEEDS ASSESSMENT

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employer is there, but once he/she is gone she goes back to her old routine. She thinks that
because her salary wont change there is no need for her to change. She is not willing to help the
community or implement new techniques. She believes the situation will end soon so there is no
need to change her habits because she will just go back to the old ones. She just wants to finish
her tasks and go home. She is not willing to spend more time at work to help the community.
10- Context
The context in which this campaign is happening is inside the homes in AAR3 where
there are full-time housekeepers working, and also inside the areas in AAR3 where employees
sometimes use water. It is important to consider that this campaign will allow for transfer to
employees homes, and when this happens, the community will benefit as well as So Paulo and
future generations of Brazilians.
Background Information (re-located)
To better understand the context in which this program takes place, it is important to
explain the culture in the country and some terms that will be used throughout this performance
needs assessment.
Cultural Information
In order to understand the reason for this project, it is important to understand the
Brazilian culture. In Brazil, due to the warm weather all year-round, it is common to have the
maid clean the house on a daily basis. It is a very common practice to wash the floors, backyards
and driveways. There are drains in all bathrooms and kitchens in homes as a means for people to
wash the floors. It is also common to see people washing the streets, watering the gardens, and
washing cars, all habits that use a significant amount of water. During the winter, water takes a

PERFORMANCE NEEDS ASSESSMENT

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long time to heat in Brazil. People open the faucets and wait for the water to get warm,
meanwhile all the water is running through the drains and litres are wasted every time water
needs to be used for hygiene, such as showers and brushing teeth.
Gated Communities and Employees
The people who live in gated communities belong to the A and B classes. They have
chosen to live in these communities because of, among other things, the high crime rate in So
Paulo. Inside these gated communities, there is security personnel, parks for children, beautiful
gardens and gym facilities. These communities are closed off by gates, with security personnel
present and visitors need to be announced and allowed to enter by residents of the community.
All employees and service providers are registered to guarantee the safety of the inhabitants. In
Barueri, a suburb of So Paulo where the AAR3 is located, there are more than 40 gated
communities, including apartment buildings and houses. The vast majority of the people living in
the AAR3 have housekeepers working full time, from 40 to 60 hours a week. They are
responsible for managing, cleaning and organizing the house, as well as washing clothes, dishes,
and sometimes even cooking. The housekeepers are the ones using and managing the water all
day long. The AAR3 also employs workers who deal directly with water on a daily basis, such as
gardeners, maintenance personnel and cleaning ladies.
Associao Alphaville Residencial 3 (AAR3)
AAR3 is one of the gated communities in Barueri, So Paulo. On the chart below is a
description of the people who are part of this specific community:

AAR 3 houses AAR 3

AAR 3

Housekeepers in

Literacy

PERFORMANCE NEEDS ASSESSMENT

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900*

Inhabitants

employees who
deal with water

AAR3

4000

15

624 (full-time)

14
housekeepers
213* (part-time)
are enrolled in
the
alphabetizatio
n
course
*Not
all
*They work twice
offered
at
houses
are
or three times a
AAR3
inhabited,
week, equal to or
some are for
less than 20 hours
sale/ rent.
a week)
Information given in an e-mail interview with Ricardo Azevedo, responsible for the
Administration Department
11- Probable causes of problem
To understand where the problems must be happening with performers, the Gilbert model is
being used to verify issues on the individual and environmental levels.

Environmen
t

Information
- Lack of timely
feedback from
employers
-Lack of clear
expectations: employees
do not know exactly
what they should do
- There is no one to share
the information with
and/or exchange
experiences
-No guidance during the
day and no follow-up

Resources

Incentives

-Lack of simple
materials/job aids
-Lack of tools for more
complex activities (like
vessels to collect water
from rain, or pipe
adjustment/modification
s to capture from
washing machine)
-Inadequate tools for
illiterate people

-Poor incentives
towards changing
procedures
-Lack of recognition
on accomplished tasks:
e.g.
compliments/guidance
.

PERFORMANCE NEEDS ASSESSMENT

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Individual

Knowledge / Skills

Capacity

Motives

-No education at the

workplace: employees
assume they are doing it
properly
-Limited knowledge on
how to carry out tasks
when dealing with water
-For some activities, lack
of know-how since it is a
new problem
-Communicational issues

-Problems at home may

affect performance at
work
-Offer resistance when
corrected
-Poor education affects
understanding of
instructions/messages
- Engraved in old
routines

-Low confidence
because of feeling of
not being able to
perform adequately
-Some are illiterate or
function illiterate and
feel incompetent/
intimidated due to lack
of skills
-No time to
accomplish these
extra tasks
-Rush through
activities to leave on
time to go home
-May think salary is
low to change habits
and changing habits
will make work more
demanding for same
compensation
-Lonely job
-Does not take
correction as a
constructive criticism
- Mentality of Too
old to change

Adapted from Gilberts Behavior Engineering Model

12- Main issues causes the performance problem
The individual performer: worker/ housekeepers
-

Most D and E class people did not attend school or did not have the chance to finish
elementary or secondary school which causes:

PERFORMANCE NEEDS ASSESSMENT

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Trouble understanding the instructions given depending on their complexity

Difficulties in reading materials provided, which intimidates the workers
Feelings of inferiority
Aggregation of more tasks to be done or new tasks to be accomplished may cause them to

feel overwhelmed
The performers may not have the knowledge to conduct some of the tasks
The performers do not fully understand the tasks
The performers do not receive feedback on their work, therefore they cannot judge if they

are doing correctly or not

They may lack initiative to change old habits
Dependence on instructions when changing a routine
Confidence may also be an issue, since they may not have confidence in themselves
Lack guidance

The employers (dwellers/AAR3)

-

The ideal performance was never communicated to the workers

Current situation and reasons why workers need to change was never passed on to the

performers
Clear commands were not given and it is assumed all performers are aware of the current

situation
AAR3 havent offered some alternatives leading to more independency from the city
water supply, such as offering water-capture alternatives that could also be internally re-

used by all dwellers/workers

Not all members living in the houses are using alternative ways to save/re-use water
Ignoring the fact that some of the employees are illiterate or read/write with a lot of
difficulty, therefore offering another way of communication would be helpful:

-They are not making materials available in different formats for the different performers that
exist within the system (literate/illiterate)
Government/Sabesp
-

Neglects transferring information to the public and minimizes the gravity of the situation
Waited until the last minute to state the seriousness of the situation

PERFORMANCE NEEDS ASSESSMENT

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Does not provide material and resources to those who are less literate and with less or no

access to computers and information

Does not support the general public for home adjustments to transition to an easier, more

efficient way of saving water

Apart from offering a discount for people who save water on the water bill, the

government is not encouraging people towards changing their water usage habits at home
A lack of clear information to make the situation more transparent is causing the
population to believe that the problem is transitory, so nobody is actually taking it
seriously (according to articles posted on Folha de So Paulo and portal R7)
(I do have references to back up- The mayor said there wouldnt be rationing, which
leads us to think the problem was under control. Sabesp knew there were problems a
while ago. (http://www1.folha.uol.com.br/poder/2014/09/1524542-nao-ha-risco-deracionamento-de-agua-em-2015-diz-alckmin.shtml and http://noticias.r7.com/saopaulo/mp-nao-descarta-investigacao-criminal-de-crise-da-agua-em-sao-paulo-09102014)
13- Constraints

Product Constraints
Considering that the targeted performers have different levels of literacy, it is important to
produce materials able to reach all the different classes within the interventions. Simple materials
with a lot of pictures and sound, such as videos and pictures, would be more suitable for reaching
a wider audience. AAR3 is allowing us to feel free when choosing the best medium to convey the
interventions.
Project Constraints
AAR3 wishes that the interventions be implemented by March 20, due to the severity of
the situation and pressure by the government and the water supply company Sabesp.

PERFORMANCE NEEDS ASSESSMENT

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14- Project Requirements

The Objectives
Business Objectives

Housekeepers will recognize there is a problem that needs to be addressed after being

sensitized about the current water situation and its potential long-term effects.
Given the sense of community, housekeepers will participate more actively in solving the

water problem
Given well informed and motivated housekeepers, new strategies for saving and re-using

water are discussed and applied helping every household to s

When routinely searching, exchanging information and applying their knowledge while
working or at home, housekeepers come up with new strategies to save and re-use water,
becoming not only part of the solution but also coming up with new ideas that could
benefit all the community when implemented at a larger scale. Consider adding a

criterion or standard
Given well informed and motivated housekeepers, every household saves 20% of the

water bill every month by the end of each month.

Given well informed housekeepers, new tasks
Example of business objective is: Given well informed and motivated housekeepers,
every household saves 20% of the water bill every month by the end of the fiscal year.
In the business objective your focus is not on the individuals performance, it is on the
consequence of their performance in an ideal scenario.

Performance Objectives
Job One
Housekeepers in AAR3 will save water effectively when performing daily tasks without major
difficulties* (90% independently)

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21

*without major difficulties means that the performers can easily act independently, requiring
some help at times.
o Given the awareness raised, housekeepers always identify the reasons why it is
imperative to urgently save water in the coming months while performing their daily
tasks
o Given the support provided by AAR3, housekeepers will be assisted by employers and
supported in their task transitions while performing the new tasks and at feedback time
o Given better communication tools, housekeepers will report leaks and irregularities
regarding water waste in a timely fashion
o Given the knowledge acquired about the new daily tasks performers need to change in
their routine, such as washing clothes/dishes, cleaning floors, bathrooms and yards,
housekeepers will install and uninstall proper tools which will enable them to spend less
time on procedures that use water as a resource
o Given the integration of the new tasks into their routine, housekeepers will reduce
consumption of water the second month after the intervention starts, increasing this rate
as tasks become more integrated into their routine
o Provided with the right tools and resources, performers will apply effective measures in
their daily routines to use less water based on the tasks to be performed
o Given the sharing/exchanging of information with others, housekeepers participate more
actively in the community, listening to each other and giving opinions
o Given the collaboration with other workers, performers successfully implement new
techniques for saving water in their working environment
o Given all the support provided, housekeepers are integrated into the community and play
their part in the solution to the water problem while performing their daily tasks
15- Summative Evaluation Instruments
Engagement

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To verify if performers are engaged, observations should be carried out by completing the
chart below and checking the appropriate answer
Questions
Are performers accessing

YES
( )

NO
( )

COMMENTS

materials provided? (online/face-to-face/job aids,

etc.)
Are performers actively
participating when
exchanging information in
the communities of practice?
Are performers asking more
questions about procedures to
employers, showing interest?
Are performers volunteering
to help others?

Individual Performance
This form could be completed by employers (dwellers) and AAR3 staff when observing
daily tasks being conducted by the performers.
Questions
Are performers using tools

YES
)

NO
( )

COMMENTS
Specify tools

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23

provided for saving/re-using

water?
Are performers installing

tools properly?
Are performers becoming

Self-efficacy/motivation

Tools for measuring that (Specify)

cloth/captured water etc)?

Are performers using new

strategies?
Can they use tools provided

more independent while

performing the tasks?
Are performers more
independent when performing
activities? Are they asking
less questions?
Are performers taking shorter
showers?
Are performers assessing the

Specify

current situation to use the

most appropriate strategy in
different scenarios (washing
dishes, brushing teeth,
washing floors using

independently?

Specify

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24

Organizational performance
Questions
Are materials that are needed

YES
( )

NO
( )

COMMENTS

to perform better being

delivered to the performers?
Is water being saved?
(information checked on the
water bills)
Is there ongoing training to
support the employees that
gradually decreases as
performers become more
independent?
Is an assessment being
carried out every two weeks
to make sure new habits are
being acquired?

Appendix I

General savings average

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Problem
Dripping faucet
2-millimeter trickle of water coming from

Liters of water wasted

1,380 litres /month
4,140 litres /month

faucet
A hole in the pipe
Toilet flushing
Washing machine
Water hosing for 15 minutes

Around 3,200 litres/month

6-10 litres/flush
135 litres/per use
280
litres

References

PERFORMANCE NEEDS ASSESSMENT

26

Abep (2010). Critrio de classificao econmica Brasil [pdf]. Retrieved on February 5, 2015
from http://www.logisticadescomplicada.com/wp-content/uploads/2010/03/Crit
%C3%A9rio-de-Classifica%C3%A7%C3%A3o-Econ%C3%B4mica-Brasil-ABEP2010.pdf
Allison, K., & Currie A. (2014). Brazil edges to brink of epic water crisis. The Globe and Mail. Retrieved
on February 3, 2015 from http://www.theglobeandmail.com/report-on-business/internationalbusiness/latin-american-business/brazil-edges-to-brink-of-epic-watercrisis/article21739784/
Instituto Socioambiental (2005). O risco da escassez. Retrieved on February 5, 2015 from
http://www.socioambiental.org/esp/agua/pgn/
Sabesp (n.d). gua [pdf]. Retrieved on February 6, 2015 from
http://www.tjsp.jus.br/Download/InformacoesGerais/CampanhaAmbiental/Pdf/EcodicasAg
ua.pdf
Sabesp (2010). Uso Racional da gua [pdf]. Retrieved on February 6, 2015 from
http://www.sabesp.com.br/sabesp/filesmng.nsf/DACB88862E8D4E48832576D900682E31
/$File/folder_usoracional.pdf
Sabesp (2015). Situao dos Mananciais. Retrieved on February 4, 2015 from
http://www2.sabesp.com.br/mananciais/DivulgacaoSiteSabesp.aspx
Shiklomanov, I. A. (2000). Appraisal and assessment of world water resources. Water
international, 25(1), 11-32.
Stolovitch, H. D. & Keeps, E. J. (2004). Training Ain't Performance. Alexandria, VA: American
Society for Training & Development Press.

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Tecnologia Now. (2013). 5 dicas sobre como economizar gua. Retrieved on February 5, 2015
from https://www.tecnologianow.com.br/tecnologia/energias-renovaveis/economia-deenergia/5-dicas-sobre-como-economizar-agua.html
Unesco. (2009). Appendix 2-Water-related goals and objectives of major conferences and
forums, 1972-present [pdf]. Retrieved on February 13, 2015 from
http://webworld.unesco.org/water/wwap/wwdr/wwdr3/pdf/31_WWDR3_app2.pdf
Wikepedia

(n.d).

Functional

Illiteracy.

Retrieved

http://en.wikipedia.org/wiki/Functional_illiteracy

on

February

16,

2015

from

PERFORMANCE NEEDS ASSESSMENT

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HPT Descriptive Rating Scale
Competency: Design a performance improvement campaign.
Self-assessment
Student name:

Formative

Summative

Renata Chiaradia
Date:

PERFORMANCE NEEDS ASSESSMENT

29
CRITERIA
RELEVANCE

GOOD

VERY GOOD B+

EXCELLENT

A- A

EXCEPTIONAL A+

Not all parts of the

assignment are
directly related to
the competencies.
Those that are, are
more or less
relevant to the
objectives.

Most of the
components are
somehow linked to
the competencies
and to the learning
objectives.

All components are

directly linked to the
competencies and
to the learning
objectives.

The assignment
reflects exemplary
high relevance to the
competencies being
developed and to the
learning objectives.

RIGOUR
Work respects the
guideline
conditions and
criteria outlined in
course with
respect to the
application and
the technical
qualities of HPT.

Work respects some

of the guidelines,
conditions and
criteria outlined in
the course with
respect to the
development and
technical qualities of
HPT.

Work respects many

of the guidelines,
conditions and
criteria outlined in
the course with
respect to the
development and
technical qualities
of HPT.

Work respects most

of the guidelines,
conditions and
criteria outlined in
the course with
respect to the
development and
technical qualities
of HPT.

Work respects all of

the guidelines,
conditions and criteria
outlined in the course
with respect to the
development and
technical qualities of
HPT.

DEPTH

Personal position
reflects a superficial
analysis and
minimal use of
references.

Personal position
reflects a somewhat
deep analysis with
appropriate use of
relevant references.

The assignment
reflects a personal
position based on a
deep and thorough
analysis supported
by various relevant
and timely
references.

The assignment shows

a deep analysis,
understanding and
integration of relevant
and high quality
references.

The assignment
reflects some
aspects of the
competencies, the
learning objectives
and the readings.

Most elements of
the competencies,
the learning
objectives and
recommended
readings have been
dealt within the
assignment.

All aspects of the

competencies, the
learning objectives
and all
recommended
readings have been
dealt within the
assignment.

The assignment
incorporates treatment
of elements beyond
the expectations of the
competencies, the
learning objectives
and recommended
references of the
course.

Concepts, terms and

principles are used
somewhat correctly
but not always
clearly throughout
the assignment.

The assignment
shows some
precision in the use
of current concepts,
terms and
principles.

The assignment
reflects correct and
clear use of terms,
concepts and
principles.

The assignment
demonstrates clear,
correct, precise, and
concise use of terms,
concepts and
principles.

Some links are

evident within parts
of individual work,
but not necessarily
across the
assignment.

Some links are

evident within parts
of individual work
and across the
assignment

Evidence of
structural and
internal consistency
across the
assignment.

The assignment is
highly and tightly
organized.

Elements of the
assignment
directly address
the competencies
and the learning
objectives.

Personal position
is supported by a
rich analysis of
relevant and high
quality
references.
BREADTH
All aspects of the
competencies and
the learning
objectives have
been dealt with
within the
assignment.
PRECISION
Current concepts,
terms, and
principles are
used correctly and
with clarity
throughout the
assignment. These
include APA
conventions.
COHERENCE
All elements
within the
assignment are
logically and
structurally linked
together.