Performance Problem
In this regulated clinical trial environment, trial managers spend much of their time documenting and tracking actions. Tools and documents were not standardized nor were best practice examples accessible. A document repository had added to the complexity. The result was time spent either finding tools or inventing new ones, with ensuing confusion about what to do.

Performance Support Solution
We started by mapping the trial manager job and defining the process flows. Then we collected and organized the tools and documents along the processes in several categories:

• forms
• templates
• checklists
• spreadsheets
• standard operating procedures and reference documents
• completed work samples

This process-oriented toolkit gives new and experienced trial managers one place to find the right tools for each task. It subtly guides the work process as a transit map while saving time. Users click a station along the route to drill down for more information and to display tools for that part of the process. They can download tools and, where appropriate, modify them for a particular situation.

Often a task involves using several tools, for example a template and standard operating procedures. The toolkit also links to completed work samples for additional guidance.

The toolkit website was created quickly using inexpensive off-the-shelf software.