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Identify
Job(s)/Accomplishments
What
do you need your employees to be able to do and how
well do they need to be able to do it?
One of the reasons that
CRI-developed training is so effective is that it is
derived from the job you need someone to do. Although
this may seem obvious, it often isn't done. Therefore,
the first step in developing results-oriented training
is to determine the job-critical tasks and the criteria
for completing each task. CEP's performance improvement
consultants are expert at:
- Uncovering all of the
critical job tasks employees need to perform in order
to support desired business results
- Assessing the importance,
frequency and difficulty level of each job task
- Determining when each
job task should be performed (the initiating cue)
and the outcomes of each task
- Determining management's
expectations for performing each task
The Benefits of Our
Approach
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Ensures
that training is derived directly from the job |
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Ensures
that employees will be trained on how to perform
their jobs to management's desired level of competence |
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Helps
to establish the priority for developing training
modules (if necessary) |
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Can also
serve as the basis for detailed job descriptions
to help clients select and hire the most qualified
candidates for each job |
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Can be
used to assess job performance, assign compensation
grades, etc. |
Example
CEP analyzed the skills
and knowledge required for Customer Service Agents of
a leading air cargo handler to perform to management
expectations. A partial
summary of our job analysis is shown below.
| Critical
Job Tasks Identified |
Imp.
|
Freq.
|
Diff.
|
Cue
|
Outcome
|
| Handle
a booking/inquiry |
5
|
4
|
3
|
Customer
request |
Space
booked and customer notified |
| Track
and trace a shipment |
4
|
3
|
2
|
Customer
request; tracing is done when tracking info is incomplete/inaccurate
and further investigation is needed |
Customer
advised of status/location or agent plans follow-up
on shipment |
| Quote
a domestic rate |
5
|
1
|
3
|
Customer
request |
Customer
advised of rate; booking offer is made |
Scale: 5
= Most, 1 = Least
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For each critical job task
identified, CEP also determined or clarified management's
performance expectations.
Example:
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Performance criteria
for handling a perishable booking/inquiry:
- Information entered
in booking is 100% accurate based on data provided
- Perishable shipment
details (including accurate description, special
handling codes, etc.) are all documented correctly
on appropriate screens
- Acceptance of
the shipment is based on the company's guidelines
and domestic or international restrictions or
service suspensions on the route
- Port pages for
station operation and special handling procedures
are followed
- Bookings are reviewed
with the customer and the customer agrees it
meets his/her needs
- Customer is advised
to check with local consulate and authorities
for restrictions if shipping internationally
- Booking is handled
within established time standard
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Back
to Performance Improvement Process |
CEP's
approach to each performance improvement and training
project varies depending on the scope, timing, and performance
issue at hand. Therefore, the examples shown may or
may not apply to your specific situation. For more information
about CEP's consulting solutions, please contact us at 770-458-4080 or info@cepworldwide.com.
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