are listed below: Problem identification Identify market and customer needs / perceptions Describe and operationalize the performance goal for the target group Are there examples of exemplary performers? If not, are you sure that the goal is attainable? Describe and operationalize the current performance of the target group What is the “gap” between ideal and current performance? Determine cause(s) of the gap and identify potential solutions Did the target group ever meet the performance goal in the past? If so, why has the performance slipped? If the target group really had to, could they exhibit the desired level of performance? If they could not, is it a lack of skill, or are there other barriers? If they could exhibit the desired performance, they do not need training — look for other barriers. Are the best performers recruited and selected for the job? — If not, investigate public relations, recruiting, and testing interventions. Do they understand the business and its goals and values? — If not, investigate employee communication systems, better methods of orientation, training in basic business concepts, articulation of mission and vision. What are the barriers or disincentives to performing well? — Look for opportunities to change the culture to one that values high performance and doesn’t inadvertently reward poor performance. What are the incentives for performing well? Do they “work” for your target group? — Investigate what kinds of rewards and feedback are actually meaningful to your target group (i.e. publicity, monetary incentives, job “perks”, etc.). Could the job, work process, or environment be re-designed? — Could the job be made less complex? Could jobs be divided up differently? Are all the steps really valuable? Is the environment conducive to the type of work performed and to the personal styles of the workers? Does a new skill need to ...
