Your Team's Got Talent

Performance/Skill Gap Analysis
Your Team’s Got Talent

Objectives
Understand Skill Gap Analysis
Learn how to identify gaps
The importance of competency profiling
Identify the root cause of skill gaps
Discuss performance measurement methods
Turn analysis results into an action plan
Learn strategies for closing the gap
Gain tools and resources to support you in this process

Analysis

Skill Gap Analysis
The terms Performance and Skills are used interchangeably
Current skills vs. desired skills
Where the performance is vs. where you want it to be
The discrepancy between the two identifies the gap

Identify a Gap
When current skills or performance is less than the desired skills or performance
A specific individual deficiency
A broad performance deficiency

DNA of HR Systems/Processes

Goals of Competency Profiling
Define Ideal Performance
Clarify your desired Knowledge, Skills & Ability (KSA)
Knowledge:Understands financial principles
Skills:Proficient in Yardi, MS Office
Ability:Takes initiative, sees projects through to completion; exhibits professionalism

Competency Defining Process
Called “Job Study”
Analyze the tasks a position requires.
Define a set of skills, a knowledge base, and a list of abilities for each task.
Describe what it takes to succeed at all of the tasks assigned to that position.
Yields competency profiles for each position.

Step 1: Identify Core Competencies
Applies to all associates
Derived from company values, culture, strategy, mission

Step 2: Identify Position-Specific Competencies
Successful performance for a specific role
Both technical and non-technical

Activity: Competency Workshop
http://www.wrmtraining.com

Identify the Root Cause
Every problem is an opportunity
Be careful not to choose the quick and easy solution
Treat the root cause, not the symptom
Ask why until you get to the root cause

Example:
Problem: Mouse in cheese on table
Solution: Throw out cheese, replace with new cheese
NOT the right solution as the root cause
was not identified.

Root Cause Analysis

Example:
Problem: RM receives numerous complaints that service requests are taking too long to complete
Solution: Require Maintenance Supervisor to retake Maintenance Basics which covers service standards.
NOT the right solution as the root cause
was not identified.

Root Cause Analysis

Performance Measures
Competencies defined, desired performance outlined.
To find the root cause…

Performance Measurement
Performance Reviews – documented past discussions between the employee and his or her supervisor
Surveys – survey employees, their manager, coworkers
Interviews – interview managers and employees with open ended questions
Customer Feedback – if customers can be or have been surveyed, they can be a great source of feedback

Performance Measurement
Performance Tests – certain skills can be tested using standardized tests and metrics can be measured
Audits – A checklist of operational standards in which the employee is measured on.
Associate Satisfaction/Turnover – High turnover or low associate satisfaction scores provide useful information
Shopping Report Scores/Closing Ratios – Good for sales skills assessment

Possible Root Causes
Not adequately trained (favorite culprit!)
Lacks motivation
Does not have the appropriate tools, staffing or equipment to be successful
Poor hire for the team
Supervisor is not providing leadership
Not comfortable in current environment
Other possible causes of Gaps?

Determine the Root Cause
Activity: Meet Mark, Mary, Monique and Michelle – and their boss, Marvin

Analysis

Close the Gap
Training
Coaching
Transfer
Staffing increase
Allocation of new resources
New incentives
Role reassignment
Goal setting
Termination

If Training is the Resolution
Traditional “cookie cutter” training programs assume all people start at the same level and finish at the same level
Individualized needs must be met
Customized learning plans tailored to the individual aid in skill development
Development Plan should tie to competencies for the role

Tailor the Development Plan
What method is best? (Online, classroom, job aid, one-on-one, etc…)
How does this individual learn best?
Does a class exists?
External class/seminar?
Assign a mentor/coach?
Set timeline for completion
Measure success

Current Skills
Is the lack of skills or knowledge a root cause?
YES
Gap Analysis
NO
Training Needs Identified
Is the cause of the gap known?
YES
Solution/Resolution
NO
Root Cause Analysis

It is Really Quite Simple
Terms can be confusing…don’t let them be!
You have conducted a gap analysis, identified the root cause, determined training needs and implemented a solution

Gap Analysis
Identify the Skill Gap
Root Cause
Training Needs

Measure Success
Training was Partially Effective
Revise Development Plan

Success!
Desired Performance Achieved

Just SCREAM IT
Skill Gap – Current Skills vs. Desired Skills
Competency Profiling - DNA
Root Cause – Get to the Bottom of it
Evaluate – Performance
Action – Take Action
Measure –Follow up on your Solution
Individualize – Development Plans
Tailor – Training to Needs

Thank you for joining us…
Remember….
Your Team’s Got Talent!!!
Kara Rice
krice@gracehill.com
Jana Muma
jmuma@gracehill.com

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Your Team's Got Talent

by Kara Rice

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