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Your Team's Got Talent

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From Multifamilypro's Brainstorming Sessions 2010 in Dallas, TX. Presented by Jana Muma and Kara Rice of Grace Hill, Inc. Your Team's Got Talent is a discussion of Performance Gap Analysis for multifamily training and development professionals.

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Your Team's Got Talent

  1. 1. Performance/Skill Gap Analysis<br />Your Team’s Got Talent<br />
  2. 2.
  3. 3. Objectives<br />Understand Skill Gap Analysis<br />Learn how to identify gaps<br />The importance of competency profiling<br />Identify the root cause of skill gaps<br />Discuss performance measurement methods <br />Turn analysis results into an action plan<br />Learn strategies for closing the gap<br />Gain tools and resources to support you in this process<br />
  4. 4. Analysis<br />
  5. 5. Skill Gap Analysis<br />The terms Performance and Skills are used interchangeably<br />Current skills vs. desired skills<br />Where the performance is vs. where you want it to be<br />The discrepancy between the two identifies the gap<br />
  6. 6.
  7. 7. Identify a Gap<br />When current skills or performance is less than the desired skills or performance<br />A specific individual deficiency<br />A broad performance deficiency <br />
  8. 8. DNA of HR Systems/Processes <br />
  9. 9. Goals of Competency Profiling<br />Define Ideal Performance<br />Clarify your desired Knowledge, Skills & Ability (KSA)<br />Knowledge:Understands financial principles<br />Skills:Proficient in Yardi, MS Office<br />Ability:Takes initiative, sees projects through to completion; exhibits professionalism<br />
  10. 10. Competency Defining Process <br />Called “Job Study”<br />Analyze the tasks a position requires. <br />Define a set of skills, a knowledge base, and a list of abilities for each task.<br />Describe what it takes to succeed at all of the tasks assigned to that position.<br />Yields competency profiles for each position.<br />
  11. 11. Competency Defining Process <br />Step 1: Identify Core Competencies<br />Applies to all associates<br />Derived from company values, culture, strategy, mission<br />
  12. 12. Competency Defining Process <br />Step 2: Identify Position-Specific Competencies<br />Successful performance for a specific role<br />Both technical and non-technical<br />
  13. 13. Activity: Competency Workshop<br />http://www.wrmtraining.com<br />
  14. 14. Identify the Root Cause<br />Every problem is an opportunity<br />Be careful not to choose the quick and easy solution<br />Treat the root cause, not the symptom<br />Ask why until you get to the root cause<br />
  15. 15. Example:<br />Problem: Mouse in cheese on table<br />Solution: Throw out cheese, replace with new cheese<br />NOT the right solution as the root cause <br />was not identified.<br />
  16. 16. Root Cause Analysis<br />
  17. 17. Example:<br />Problem: RM receives numerous complaints that service requests are taking too long to complete<br />Solution: Require Maintenance Supervisor to retake Maintenance Basics which covers service standards.<br />NOT the right solution as the root cause <br />was not identified.<br />
  18. 18. Root Cause Analysis<br />
  19. 19. Root Cause Analysis<br />
  20. 20. Performance Measures<br />Competencies defined, desired performance outlined.<br />To find the root cause…<br />
  21. 21. Performance Measurement<br />Performance Reviews – documented past discussions between the employee and his or her supervisor<br />Surveys – survey employees, their manager, coworkers<br />Interviews – interview managers and employees with open ended questions<br />Customer Feedback – if customers can be or have been surveyed, they can be a great source of feedback<br />
  22. 22. Performance Measurement<br />Performance Tests – certain skills can be tested using standardized tests and metrics can be measured<br />Audits – A checklist of operational standards in which the employee is measured on.<br />Associate Satisfaction/Turnover – High turnover or low associate satisfaction scores provide useful information<br />Shopping Report Scores/Closing Ratios – Good for sales skills assessment<br />
  23. 23. Possible Root Causes<br />Not adequately trained (favorite culprit!)<br />Lacks motivation<br />Does not have the appropriate tools, staffing or equipment to be successful<br />Poor hire for the team<br />Supervisor is not providing leadership<br />Not comfortable in current environment<br />Other possible causes of Gaps?<br />
  24. 24. Determine the Root Cause<br />Activity: Meet Mark, Mary, Monique and Michelle – and their boss, Marvin <br />
  25. 25. Analysis<br />
  26. 26. Close the Gap<br />Training <br />Coaching<br />Transfer<br />Staffing increase<br />Allocation of new resources<br />New incentives<br />Role reassignment<br />Goal setting<br />Termination<br />
  27. 27. If Training is the Resolution<br />Traditional “cookie cutter” training programs assume all people start at the same level and finish at the same level<br />Individualized needs must be met <br />Customized learning plans tailored to the individual aid in skill development<br />Development Plan should tie to competencies for the role<br />
  28. 28. Tailor the Development Plan<br />What method is best? (Online, classroom, job aid, one-on-one, etc…)<br />How does this individual learn best?<br />Does a class exists?<br />External class/seminar?<br />Assign a mentor/coach?<br />Set timeline for completion<br />Measure success<br />
  29. 29. Current Skills<br />Is the lack of skills or knowledge a root cause?<br />YES<br />Gap Analysis<br />NO<br />Training Needs Identified<br />Is the cause of the gap known?<br />YES<br />Solution/Resolution<br />NO<br />Root Cause Analysis<br />
  30. 30. It is Really Quite Simple <br />Terms can be confusing…don’t let them be!<br />You have conducted a gap analysis, identified the root cause, determined training needs and implemented a solution<br />
  31. 31. Gap Analysis<br />Identify the Skill Gap<br />Root Cause<br />Training Needs<br />
  32. 32. Measure Success<br />Training was Partially Effective<br />Revise Development Plan<br />
  33. 33. Success!<br />Desired Performance Achieved<br />
  34. 34. Just SCREAM IT<br />Skill Gap – Current Skills vs. Desired Skills<br />Competency Profiling - DNA<br />Root Cause – Get to the Bottom of it<br />Evaluate – Performance <br />Action – Take Action<br />Measure –Follow up on your Solution<br />Individualize – Development Plans<br />Tailor – Training to Needs<br />
  35. 35. Thank you for joining us…<br />Remember….<br />Your Team’s Got Talent!!!<br />Kara Rice<br />krice@gracehill.com<br />Jana Muma<br />jmuma@gracehill.com<br />
  36. 36. Attention Brainstormers!<br />Win one of two FREE Registrations + hotel accommodations for next year’s event!!!!<br />Complete the entry form located in your workbook<br />Place it in Multifamilypro’s Prize Drawing box before 6pm today<br />Prize Box located in the Resource Room <br />You Must Be Present to Win!<br />Join us in the Resource Room next for a complimentary lunch sponsored by Apartments.com.<br />Visit every exhibitor & enter for giveaways to be drawn during lunch and again at today’s Resource Room Wrap Up!<br />Next round of educational sessions starts at 2:00 pm<br />A special thanks to our Sponsor, CallSource!<br />

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