analyzing performance problems

Important?

Describe Performance

Problem

Skill deficiency?

Knowledge deficiency?

Used to do it?

Used to know it?

Used often?

Used often?

Performance Punishing?

Non - Performance Rewarding?

Performancematters?

Obstacles?

Arrange training

Arrange practice

Arrange feedback

Ignore

Provide Feedback

Remove punishment

Arrange positive consequences

Arrangeconsequences

Get rid of them

Analyzing Performance Problems

Josh Clemm

What's a performance problem?

What’s a performance problem?

● Missing deadlines

● Being late for meetings

● Not getting compliance training done

● Takes a long time with using clearcase

● Using an ethnic joke to kick off sales

meeting

Steps to Take

1. Define the performance problem

2. Identify the reasons for the problem

3. Identify the solutions

First, Let's Define the Problem

Define Problem

● It’s easy to see if someone is not doing what you want

● You need to step back and consider:○ What is the actual behavior?○ What is the desired behavior?

● This discrepancy is the performance problem!

Examples of Good vs Bad Observations

Bad observation Good observation

"You work slow"

"Task A needs to be done by week 3, you have no progress to show by week 2."

Bad observation Good observation

"You are lazy""You need to be at work at 8, you are arriving at 8:40-9am"

Examples of Good vs Bad Observations

Bad observation Good observation

“You look like a hippie”"Men must have short hair, and your hair is at your shoulders"

Examples of Good vs Bad Observations

Now that you've defined the problem,

Determine the Reasons

Is Problem Worth Pursuing?

● Why is the discrepancy important?○ (Cost, efficiency, etc)

● What would happen if I left it alone?

● Would resolving this discrepancy have a worthwhile result?

If it is worth pursuing,

Determine the Deficiency

Is it a Skill Deficiency?

● Could employee do it if really required to do it?

● Could employee do it in the past?○ Maybe they need to be refreshed

● Are their present skills adequate?

If it is a Skill Deficiency…

● Did they used to do it?

● If not, they may need training

● If yes, do they do it often? ○ Let them practice○ Provide feedback

Is it a Knowledge Deficiency?

● Is information readily available in employee training?

● Are objectives clear?

If it is a Knowledge Problem…

● Did they use to know it?

○ If no, let them know

○ If yes, provide feedback

What if it's not a Skill or Knowledge Gap?

Why aren't they doing it?

Why aren't they doing it?

● Is desired performance punishing?○ Remove it

● Is undesirable non-performance rewarding?○ Arrange positive consequence

Why aren't they doing it?

● Does performance matter?○ Arrange consequence

● Are there obstacles in their way?○ Get rid of them

Determine the Solution

● After doing this analysis, many problems have clear solutions

● Many do not, but at least now you know what the problem is and how to address it

Takeaways

● Think about what you want an employee to do and what they are actually doing

● “More Training” is not always the answer

● Don't assume the worst, try to understand why

● Many solutions are simple and quick

Source

● Mager, Robert F. and Pipe, Peter. Analyzing Performance Problems