Int In House Service Excel Training Mod 3

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Int In House Service Excel Training Mod 3

  1. 1. In-House Service Excellence Training Identify Reasons for Performance Gap & Options for Interventions
  2. 2. How to develop effective in-house service excellence training - Step 3 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. Step 3 Identify Reasons for Performance Gap and Options for Interventions
  4. 4. Identifying Performance Gap Factors Environmental Skill/ Knowledge Emotional/ political
  5. 5. Identifying Performance Gap Factors - Environmental Most prevalent with most impact External-changing market conditions, more attractive job opportunities elsewhere Internal – organizational changes, pressures, lack of clear expectations, etc
  6. 6. Identifying Performance Gap Factors- Skill/ Knowledge Related to lack of competencies to perform the job
  7. 7. Identifying Performance Gap Factors- Emotional / political Has to do with factors affecting motivation May stem from an overall negative workplace atmosphere
  8. 8. Motivating and Retaining Top Talent through Employee Engagement • Workers join companies for rational motives (better compensation, benefits, and career opportunities), • They stay and work hard for emotional ones.
  9. 9. Motivating and Retaining Top Talent through Employee Engagement Improving employee engagement is important because engaged employees have: 51% lower turnover 27% less absenteeism 18% more productivity 12% higher profitability
  10. 10. Organizational factors that can improve employee engagement: • Leadership: good leadership leads to a happy team • My Company: how much people value their company, and are proud to work there. • Personal growth: whether employees feel challenged by their job • My Manager: the employee-manager relationship
  11. 11. Organizational factors that can improve employee engagement: • Giving something back: community service and volunteering opportunities • Fair deal: how well employees are treated in terms of pay and benefits compared to similar organizations • Wellbeing: balance between work and home life.
  12. 12. Identifying Performance Gap Factors Determining the factors and issues that must be dealt with to eliminate the gap between desired and actual is one of your most important tasks.
  13. 13. Identifying Performance Gap Factors Probably the contribution you can make that will have the most impact is to identify the key factors affecting a gap between desired and current performance.
  14. 14. Identifying Performance Gap Factors Identify Potential Interventions Three key points
  15. 15. Identify Potential Interventions Key Points First, the better you identify performance gap factors, the easier it is to identify the relevant interventions.
  16. 16. Identify Potential Interventions Key Points Second, there is a limitless array of possible interventions * Make yourself aware of your options and do not simply select traditional methods with which you are already familiar
  17. 17. Identify Potential Interventions Key Points Third - You identify interventions. You don't necessarily have to follow through with actually developing these yourself.
  18. 18. References & Recommendations Many of the concepts and principles in this program are adapted from a performance success model developed by H. Stolovitch. We recommend reading Training Ain’t Performance by Stolovitch and Keeps for more information about the model. Employee engagement information is based on an Insala Report Motivating and Retaining Top Talent through Employee Engagement

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