Performance Analysis

1
Performance Analysis Needs Assessment

• Dr. Allison Rossett
• San Diego State University
• [phone]
• arossett_at_mail.sdsu.edu

2
Performance Consulting?

• With PC, there is a larger view of the world.
• systematic and systemic
• the goal is business results not just
  learning
• the individual and the organization
• where root cause analysis defines solution
  systems
• unbiased re solution systems
• effort is based on performance analysis

3
Performance Analysis?

• Performance Analysis (PA) is the process by which
  we partner with clients to figure out how to help
  them achieve their business goals. In PA, speed
  is critical.
• What the problem or opportunity is in broad
  strokes gap analysis
• What forces or factors are influential cause
  analysis
• What the solution system ought to look like
  TD role contributions from other solution
  partners
• Who needs to be at the table to meet client
  needs assuring integration, management, and
  resources for the solution system

4
Key Info in both PA/NA
5
PA NA
Job Aids
EPSS
Revised Course
Actuals Is

• Optimals
• Oughts

Courses
TD NAs
CBT/WBT
Gap Analysis
Solution System Recommendation
Causes Drivers
Solution Partners
Cause Analysis
6
PA vs NA
7
PA or NA or either?

• Matt interviews two experts for a general
  picture about the system and to anticipate what
  might get in the way of a successful roll-out.
• Jan reads a book and three articles about
  customer service, particularly focusing on those
  areas where the reps have been having problems.
  She conducts four observations of reps identified
  as handling those problems well.
• Agnes distributes an email survey about safety.

8
PA or NA?

• You are asked to develop an online help system
  that targets those areas where claims reps make
  the most errors, and where they spend the most
  time noodling around in their manuals. The co.
  gives you a detailed list of those places, along
  with quotes and comments from reps and
  supervisors about the causes of the errors.
• The School Improvement Team hires your small co.
  to figure out what it will take to prepare
  teachers to use the Internet in instruction.

9
What is Cause Analysis?
Cause analysis where we find out what is
driving performance

• Problems with INDIVIDUALS
• 1. Skills/Knowledge They dont know
  how. Theyve forgotten They lack
  pre-requisites.
• 2. Motivation They dont know why. ltvaluegt
• They dont believe they
  can. ltconfidence, can do feelinggt

Value X Confidence Motivation
10
What is Cause Analysis?

• Problems with the ORGANIZATION
• 3. Environment They dont have the right
  tools, equipment, time, policies or processes.
• 4. Incentives They arent asked to do so.
• Doing it results in a hassle.
• Doing it is ignored.
• Not doing it is rewarded.

11
Examples of causes at work

• Teachers leave their computers in the closet
  because they dont know how to use them. Service
  reps fail to provide information-- cant remember
  regs.
• Clerks dont see the value of the new computer
  system the old one works just fine!
• The documentation and directories are housed way
  across the office and frequently misplaced.
• Supervisors regularly give more jobs, and more
  difficult jobs, to the workers who produce the
  most.

• 1. Skills knowledge
• 2. Motivation
• 3. Environment
• 4. Incentives

12
Situation/Opps

• 1. Roll-out
• 2. Problem
• 3. People Devpt.

• Were switching to Outlook and well need
  everybody up to speed on it. I was hoping for
  training ASAP.
• Im going nuts with the error rate on those
  retirement products. They still dont get it!
• The execs are committed to figuring out what
  engineers will need to know in the future.

13
Situations and PA

• 1. Roll-out
• 2. Problem
• 3. People Devpt.

• Focus on Os. Issue is to find out what it is.
  Compare to existing As and Bs, assuming S/K.
• Quick quest for delta. Focus on Bs from
  incumbents supervisors.
• O is the big issue here. Cast wide net for
  sources, incl. pro. associations int. and ext.
  experts. Then As.

14
Template Roll out

• 1. Interview customer
• O, B
• 2. Interview SME O, B
• 3. Review docs. O
• 4. Managers B
• 5. Job incumbents B

• Why? What are benes? What features have more
  appeal? How similar/different from former? Eager
  for this change?
• How does it work? What problems will it solve?
  What will it take to do/use well? What will it
  take to successfully roll-out?
• What is it? Why did committee pick it? Whats
  unique?
• Do you think its a good idea? How does it
  support your goals? Do you understand how to take
  advantage of the new___?

What difference will this make to you? Are you
eager? ready? Can you see ways of using it?
15
Template Problem

• 1. Interview customer
• O, B
• 2. Review records O,A, B
• 3. Expert, literature O
• 4. Job incumbents B
• 5. Execs, managers B

• Why seek help now? What has been done to solve
  already? Whats getting in the way of solving
  this? How describe the problem?
• What is the problem REALLY. What might be
  causing it? How does it look when there is not a
  problem?
• Why is this problem so persistent? What have
  others done?
• What are the factors contributing? What gets in
  the way?
• What are the factors contributing? What gets in
  the way? What are you willing to do?

for more details, go to www.jbp.com/rossett.html
or FTF
16
(No Transcript)
17
Practice one, please.

• A director for a government agency is eager to
  see supervisors become better at managing time.
  He is concerned that they take too long to get
  things done, frittering away theirmost valuable
  resource.
• And the last time-saversclass didnt seem to
  makea dent in the issue.
• He asks you for helpon the matter.
• What might a PA look like for this
  situation?What questions would you ask?

18
Practice two, please.

• The owner of a whale watching company with 23
  boats up and down the Pacific coast has been told
  that education for passengers on boat safety will
  reduce his insurance claims and costs. He call
  upon you for some help here.
• What might a PA look like for this situation?
  What questions would you ask?
• How do you think you might handle this one?

19
? Template

• 1.
• 2.
• 3.
• 4.
• 5.

20

• If I had eight hours to solve a problem, Id
  spend six sharpening my axe.
• Abraham Lincoln