After identifying different groups involved in the performance you are considering, you must start to define what the performance gap is. This is the difference between the current levels of performance and the levels that are needed. The first step in defining the performance gap is to find out about the levels of existing performance. |
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Keep statements about these as simple as possible. For example, these statements describe the existing levels of performance identified in an analysis considering the performance of Parts Sales staff in a car dealership:
- Staff do not know enough about the areas such as braking and suspension to suggest related sales.
- Staff find it difficult to identify parts from sometimes vague customer descriptions.
- Staff cannot identify parts easily due to constant upgrading of designs.
Try to develop as rich a picture as possible of the existing performance. There are a number of ways in which you can do this:
- Quantitative information
- Semi-structured interviews (perhaps using techniques such as the repertory grid or looking at critical incidents)
- Questionnaires
- Participating in the action
- Observing
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(C) Bryan Hopkins, 2005