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Understanding and Solving Performance Issues

Description

This course will help both you and your employees understand the true nature of performance problems and take positive action to solve them. A wide range of performance issues will be addressed, including low productivity, unacceptable quality, tardiness, and poor attendance. This course provides a step-by-step tool kit to help you analyze any performance problem, identify the best strategy for solving it and carry out the solution. The techniques empower both managers and employees to take control of their work performance. Take the course together for even greater benefit.

Objectives

You will be able to explain the basic concepts that support performance improvement activities.
You will be able to apply the first three steps of the model to real performance issues.
You will be able to determine root cause, and select the right solutions. You will also discuss implementation and measurement.
You will be able to list ways to achieve performance improvements through people.

Book

Zap the Gaps! Target Higher Performance and Achieve It!

Authors: Kenneth H. Blanchard, Dana Gaines Robinson, James C. Robinson

ISBN: 0060503009

If you want a more detailed presentation of the Robinson's tools and concepts, their classic, Performance Consulting (copyright 1995) is an excellent reference. Performance Consulting is not required for this course.

ISBN 1881052842

What Are Performance Issues Anyway?

Read pages 1-35. As you read, keep your eyes open for these points:

How do Bill and Sarah originally view the problems?

What approach does Mike use to help Bill and Sarah learn?

What do you think about the wisdom Bill shares on the napkin?

The Tools (Steps 1-3)

Read pages 37 — 79. You'll find Bill and Sarah deep into the steps of the performance improvement model. As you read, watch for these points:

How do Bill and Sarah define the "should?" How can this help you define your own "should" for your performance issue?

Analyzing the "is" can be overwhelming. How do Bill and Sarah keep it manageable? What methods do they use to collect data?

Resolving Performance Issues

Read pages 81-126 and follow along as Bill and Sarah discover some simple tools for identifying causes and selecting solutions.

As you read, watch for these points:

HOW do Sarah and Bill analyze causes? What tools do they use that you could use also?

HOW do Sarah and Bill select the appropriate solutions? What tools do they use that you could use also?

The Performance Coach

There is no reading assignment for this lesson.