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Conduct
Performance Analysis
Why
aren't employees performing as expected?
For critical job tasks
that do not meet management's performance expectations,
CEP conducts performance analysis to determine if the
problem stems from:
- Skill or knowledge
deficiencies
- Motivational barriers
to performance
- Environmental barriers
to performance
Training can only fix problems
that are caused by skill deficiencies. Therefore, based
on the results of our analysis, CEP's consultants will
recommend training solutions to eliminate skill or knowledge
gaps. We will also recommend cost-effective and realistic
non-training solutions to eliminate any motivational
and/or environmental barriers uncovered.
The Benefits of Our
Approach
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Ensures
that training is used only when it is the appropriate
solution to a performance problem |
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Ensures
that training dollars are being spent wisely |
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Offers
a total performance solution that addresses all
potential barriers to desired performance |
Example
CEP worked with a leading telecommunications provider
to identify obstacles to desired Retail Sales Associate
(RSA) performance. Below are just a few of our findings
and recommendations.
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Performance
Analysis Findings
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CEP's
Recommendations
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Training
Isssue?
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| Business
practices are inconsistent within and across retail
stores |
The company
needs to standardize its retail store operations
by:
- Clearly
defining the role of the RSA
- Ensuring
that management policies and practices are consistent
in all retail stores, particularly as they relate
to performance management
- Furnishing
adequate and consistent training to RSAs
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No
No
Yes
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| Some
RSAs do not have the tools they need to perform
their jobs well |
Stock
all store locations with up-to-date rate plans and
maps for their coverage areas |
No |
| The
company's bill format is complicated and changes
frequently |
- Provide a formal orientation to changes in
the bill format
- Ensure that RSAs can clearly explain the impact
of these changes to customers
- If possible, simplify the bill format
|
Yes
Yes
No
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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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