Int In House Service Excel Training Mod 4

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Int In House Service Excel Training Mod 4

  1. 1. In-House Service Excellence Training Select and Develop Interventions
  2. 2. How to develop effective in-house service excellence training - Step 4 Identify service Assess Identify Select and Implement needs and Service reasons for develop Monitor expectations performance performance interventions Maintain gap gap and options for interventions
  3. 3. Select & Develop Performance Interventions In this step, you lay out all the potential interventions, apply four criteria and make your selection.
  4. 4. Select & Develop Performance Interventions Make choices carefully but make choices Try to resolve workplace practices that inhibit performance and that do not require training
  5. 5. Select & Develop Performance Interventions Interventions are selected based on four criteria Appropriateness Economics Feasibility & Acceptability
  6. 6. Appropriateness This criterion is the most important. Decide with respect to closing the gap between quot;isquot; and quot;should be”. The more appropriate, the more likely it will be retained.
  7. 7. Economics The intervention may be a great one, but can the organization afford it? Budgets and all available financial resources must be taken into consideration.
  8. 8. Feasibility Given your timelines, resources and constraints, can you do it? Time constraints, your capabilities or lack of resources may simply not support the intervention.
  9. 9. Acceptability Two dimensions must be considered – the organization and the “performer” (employee) It must be coherent with current practices The value must be demonstrated to the employee
  10. 10. Select & Develop Performance Interventions Once performance gaps have been identified and intervention options selected, each intervention require its own design and development team.
  11. 11. Select & Develop Performance Interventions Developing the performance interventions requires three major steps: design, creation and verification
  12. 12. References & Recommendations In-House Service Excellence Training programs may be based any one or a combination of performance success models. Many of the concepts and principles in this program are adapted from a model developed by H. Stolovitch. We recommend reading Training Ain’t Performance by Stolovitch and Keeps for more information about the model.

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