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Conduct
Task Analysis
How
is each job task performed?
CEP analyzes all tasks
that employees need to perform as part of their job.
This is done through careful observation and interviews
with subject matter experts and job performers. Our
analysis focuses on uncovering all of the task steps,
decisions, supports and resources needed to perform
each task.
The Benefits of Our
Approach
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Ensures
that the training that is developed is based on
complete and accurate information about how each
task is performed |
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Establishes
best practices for how tasks should be performed
(when necessary) |
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Identifies
all of the skills and knowledge required for employees
to perform each task |
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Minimizes
training time by ensuring that any skills that are
needed for more than one task are not duplicated
unnecessarily in training |
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Can immediately
be used as job aids |
Example
CEP worked with a leading wireless service provider
to recommend cost-effective improvements and efficiencies
in learning for newly hired Sales and Service Associates
at the company's retail stores. Below is a partial
analysis of the initial steps required to sell a phone.
Task Steps
Greet the customer.
Determine customer's needs.
| If
the customer is: |
Then: |
| New |
Gather information
to determine best phone/rate plan for customer.
Explain phones and rate plans.
Can the customer
choose a rate plan and phone?
| If: |
Then: |
| Yes |
Go
to Contracts. |
| No |
Explain
phones and rate plans. |
|
| Existing |
Analyze customer's
account to determine eligibility for upgrade.
Is the customer eligible
for an upgrade?
| If: |
Then: |
| Yes |
Explain rates,
phones and upgrading fee.
Can customer
select a rate plan/phone?
| If: |
Then: |
| Yes |
Go
to Contracts. |
| No |
Explain
rates, phones and upgrading fee. |
|
| No |
Tell customer
s/he is not eligible for an upgrade.
Can the customer's
situation be solved through other means?
| If: |
Then: |
| Yes |
Solve
customer's situation. |
| No |
Explain/apologize
for the situation. |
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Once CEP identifies the
task steps, we then identify the skills needed to perform
each task. For example, the skills required to successfully
determine a customer's needs include:
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Skills
Required to Determine a Customer's Needs:
- Determine
level/type of information needed to make best
recommendations.
- Ask open-
and close-ended questions.
- Recognize
when to use open- and close-ended questions.
- Identify
appropriate questions to determine needs.
- Adjust
questioning style to customer and situation.
- Recognize
and respond to customer cues (e.g., confusion,
annoyance, readiness to move on)
- Listen
for/verify understanding.
- Recognize
when you have enough information.
- Identify
product/service options that would meet needs.
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We use this skill list
to determine the appropriate sequence for learning and
to help ensure that training is lean and efficient.
By incorporating these skills into the training, employees
will learn what tasks they need to perform as well as
how to perform each task.
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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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