midterm_five

CHAPTER 5 CAUSE ANALYSIS: DON’T ASSUME TRAINING IS THE ANSWER, DON’T ASSUME ANYTHING! KEY POINTS: ® Training is just one possible answer to a performance gap. ® The difference between optimal and actual is the performance gap. ® Your basic question is: “Why does the performance gap exist?” ® There are a number of systematic methods you can use for determining causes. ® Try to create levels or classes of causes. · In HPI you should not assume that a performance gap indicates a need for training · CA is used to determine why the performance gap exists and identify the factors that are contributing to it. o Allows for HPI professional to choose most effective intervention to close gap WHAT YOU NEED TO KNOW AND DO: · Know how to define CA ·  Understand the purpose of CA ·  Know how to place CA in the HPI structure 10 COMMON CAUSES OF PERFORMANCE GAPS:  1. lack of knowledge or skills on the part of the workers a.  correctable by job aid or performance tool  2. lack of proper physical resources to do the job a.  necessitates change in the work process  3. weak link in the structure of process of the work  4. need for more information concerning the job a.  requires modification of company objectives, improved mgmt communications or need for documentation  5. lack of or change in leadership <span style="font-size: 10pt; mso-bidi-font-family: Calibri; mso-bidi-font-size: 12.0pt; msobidifontfamily: Calibri; msobidifontsize: 12.0pt; msolist: Ignore;"> 6. lack of information about consequences of poorly done work <span style="font-size: 10pt; mso-bidi-font-family: Calibri; mso-bidi-font-size: 12.0pt; msobidifontfamily: Calibri; msobidifontsize: 12.0pt; msolist: Ignore;"> 7. problem with motives and expectations of workforce <span style="font-size: 10pt; mso-bidi-font-family: Calibri; mso-bidi-font-size: 12.0pt; msobidifontfamily: Calibri; msobidifontsize: 12.0pt; msolist: Ignore;"> 8. inadequate feedback <span style="font-size: 10pt; mso-bidi-font-family: Calibri; mso-bidi-font-size: 12.0pt; msobidifontfamily: Calibri; msobidifontsize: 12.0pt; msolist: Ignore;"> 9. inadequate incentives/rewards <span style="font-size: 10pt; mso-bidi-font-family: Calibri; mso-bidi-font-size: 12.0pt; msobidifontfamily: Calibri; msobidifontsize: 12.0pt; msolist: Ignore;"> 10. performer’s lack of capacity to do the job a.  due to hiring, selection or promotion METHODS FOR PERFORMING CAUSE ANALYSIS <span style="font-size: 10pt; mso-bidi-font-family: Calibri; mso-bidi-font-size: 12.0pt; msobidifontfamily: Calibri; msobidifontsize: 12.0pt; msolist: Ignore;"> 1. What is optimal for this aspect? <span style="font-size: 10pt; mso-bidi-font-family: Calibri; mso-bidi-font-size: 12.0pt; msobidifontfamily: Calibri; msobidifontsize: 12.0pt; msolist: Ignore;"> 2. What is actual for the company? <span style="font-size: 10pt; mso-bidi-font-family: Calibri; mso-bidi-font-size: 12.0pt; msobidifontfamily: Calibri; msobidifontsize: 12.0pt; msolist: Ignore;"> 3. Is this difference enough to cause the performance gap? <span style="font-family: Symbol; font-size: 12pt; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol; msobidifontfamily: Symbol; msofareastfontfamily: Symbol; msolist: Ignore;">® // Structured brainstorming // <span style="font-size: 10pt; mso-bidi-font-family: Calibri; mso-bidi-font-size: 12.0pt; msobidifontfamily: Calibri; msobidifontsize: 12.0pt; msolist: Ignore;"> 1. Agree on the central question <span style="font-size: 10pt; mso-bidi-font-family: Calibri; mso-bidi-font-size: 12.0pt; msobidifontfamily: Calibri; msobidifontsize: 12.0pt; msolist: Ignore;"> 2. Have each member offer one idea <span style="font-size: 10pt; mso-bidi-font-family: Calibri; mso-bidi-font-size: 12.0pt; msobidifontfamily: Calibri; msobidifontsize: 12.0pt; msolist: Ignore;"> 3. Record suggestions <span style="font-size: 10pt; mso-bidi-font-family: Calibri; mso-bidi-font-size: 12.0pt; msobidifontfamily: Calibri; msobidifontsize: 12.0pt; msolist: Ignore;"> 4. Go back and generate all ideas that relate to each suggestion <span style="font-size: 10pt; mso-bidi-font-family: Calibri; mso-bidi-font-size: 12.0pt; msobidifontfamily: Calibri; msobidifontsize: 12.0pt; msolist: Ignore;"> 5. Review the total list for clarity and duplication <span style="font-family: Symbol; font-size: 12pt; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol; msobidifontfamily: Symbol; msofareastfontfamily: Symbol; msolist: Ignore;">® // Fishbone // //Diagrams// <span style="font-family: 'Courier New'; font-size: 12pt; mso-fareast-font-family: 'Courier New'; msofareastfontfamily: 'Courier New'; msolist: Ignore;">o Graphically display in increasing detail possible causes related to a problem <span style="font-family: 'Courier New'; font-size: 12pt; mso-fareast-font-family: 'Courier New'; msofareastfontfamily: 'Courier New'; msolist: Ignore;">o Best used for preliminary work <span style="font-family: Symbol; font-size: 12pt; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol; msobidifontfamily: Symbol; msofareastfontfamily: Symbol; msolist: Ignore;">® //  The Five Whys   // <span style="font-size: 10pt; mso-bidi-font-family: Calibri; mso-bidi-font-size: 12.0pt; msobidifontfamily: Calibri; msobidifontsize: 12.0pt; msolist: Ignore;"> 1. Write down the problem <span style="font-size: 10pt; mso-bidi-font-family: Calibri; mso-bidi-font-size: 12.0pt; msobidifontfamily: Calibri; msobidifontsize: 12.0pt; msolist: Ignore;"> 2. Ask and answer the question, “Why does this happen?” <span style="font-size: 10pt; mso-bidi-font-family: Calibri; mso-bidi-font-size: 12.0pt; msobidifontfamily: Calibri; msobidifontsize: 12.0pt; msolist: Ignore;"> 3. Turn each answer into the next //why// question <span style="font-size: 10pt; mso-bidi-font-family: Calibri; mso-bidi-font-size: 12.0pt; msobidifontfamily: Calibri; msobidifontsize: 12.0pt; msolist: Ignore;"> 4. Repeat for five iterations <span style="font-size: 10pt; mso-bidi-font-family: Calibri; mso-bidi-font-size: 12.0pt; msobidifontfamily: Calibri; msobidifontsize: 12.0pt; msolist: Ignore;"> 5. Keep track of relationships between cause statements and next level of //why// <span style="font-family: Symbol; font-size: 12pt; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol; msobidifontfamily: Symbol; msofareastfontfamily: Symbol; msolist: Ignore;">® Other Methods: <span style="font-family: 'Courier New'; font-size: 12pt; mso-fareast-font-family: 'Courier New'; msofareastfontfamily: 'Courier New'; msolist: Ignore;">o Surveys <span style="font-family: 'Courier New'; font-size: 12pt; mso-fareast-font-family: 'Courier New'; msofareastfontfamily: 'Courier New'; msolist: Ignore;">o Interviews <span style="font-family: 'Courier New'; font-size: 12pt; mso-fareast-font-family: 'Courier New'; msofareastfontfamily: 'Courier New'; msolist: Ignore;">o Simulated demonstrations <span style="font-family: 'Courier New'; font-size: 12pt; mso-fareast-font-family: 'Courier New'; msofareastfontfamily: 'Courier New'; msolist: Ignore;">o Panels <span style="font-family: 'Courier New'; font-size: 12pt; mso-fareast-font-family: 'Courier New'; msofareastfontfamily: 'Courier New'; msolist: Ignore;">o Reviews of performance data <span style="font-family: 'Courier New'; font-size: 12pt; mso-fareast-font-family: 'Courier New'; msofareastfontfamily: 'Courier New'; msolist: Ignore;">o Interviews of deficient performers <span style="font-family: 'Courier New'; font-size: 12pt; mso-fareast-font-family: 'Courier New'; msofareastfontfamily: 'Courier New'; msolist: Ignore;">o Reviews of records SUMMARY <span style="font-family: Symbol; font-size: 12pt; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol; msobidifontfamily: Symbol; msofareastfontfamily: Symbol; msolist: Ignore;">· CA is the link between the performance analysis that defines performance problems and the interventions that make the analysis worth the time and money spent on it <span style="font-family: Symbol; font-size: 12pt; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol; msobidifontfamily: Symbol; msofareastfontfamily: Symbol; msolist: Ignore;">·  CA can be very systematic <span style="font-family: 'Courier New'; font-size: 12pt; mso-fareast-font-family: 'Courier New'; msofareastfontfamily: 'Courier New'; msolist: Ignore;">o Use of root cause analysis tools or interviews and observations
 * 3 things needed to determine cause of performance gap:
 * Why does the performance gap exist?
 * It stops you from doing the wrong things for the right reason.
 * Methods:
 * Tells the story of causes and effects starting from back to front