1. Improving Employee Performance

2. Why Look at This in Depth? Competitive Edge Cost Effectiveness

3. Focus on Knowledge Need for Service

4. Increasing Diversity Forecast Skill Shortage

5. Two Main HR Systems Training & Development Performance Management

6. Employee Performance

7. What Elements Make Up Performance? What factors contribute to an individual’s performance level? What variables impact your performance?

8. Factors that Influence Performance

9. Performance Problems

10. Required Performance Actual Performance Gap -= Job study Task analysis Talk to manager Outputs Job description Time studies Performance records Sales Errors Accidents Survey Interview Observation How can this formula help you in dealing with performance problems?

11. Types of Job Performance Records Outputs Costs Time Quality

12. Types of Job Performance Records - 1 Outputs output/hour items sold units produced inventory turnover shipments tasks completed work backlog money collected forms processed cases handled productivity Costs sales expense unit costs costs/account cost savings budget variances program costs employee turnover grievances safety violations

13. Types of Job Performance Records - 2 Time overtime processing time lost days repair time completion time training time work stoppages order response late completions equipment downtime supervisory time schedules met break-in for new people absenteeism excessive breaks time saved Quality error rates re-work inventory adjustments rejects scrap product defects shortages accidents objectives not met waste deviation from standard product failures customer complaints employee complaints job satisfaction

14. Identify Cause(s) of the Problem Most employees would do it if they knew it. Poor job performance always has a cause. In the overwhelming majority of situations, when you discover a gap between required performance and actual performance, it will be one or more of these seven factors of job performance:

15. Causes of Performance Problems Knowledge & skill Capacity Standards Measurement Feedback Conditions Incentives & motivation

16. Solutions for Performance Problems Knowledge & skill provide classroom, self- paced instruction provide practice, job aids, coaching Capacity change personnel Standards develop/publicize Measurement develop/revise Feedback provide, improve use Conditions reorganize, upgrade, redesign, reduce interference Incentives provide/strengthen positive consequences remove/weaken negative consequences for good performance positive consequences for poor performance

17. Training & Development

18. Solutions for Performance Problems Knowledge & skill provide classroom, self- paced instruction provide practice, job aids, coaching Capacity change personnel Standards develop/publicize Measurement develop/revise Feedback provide, improve use Conditions reorganize, upgrade, redesign, reduce interference Incentives provide/strengthen positive consequences remove/weaken negative consequences for good performance positive consequences for poor performance

19. Solutions for Performance Problems Knowledge & skill provide classroom, self- paced instruction provide practice, job aids, coaching Capacity change personnel Standards develop/publicize Measurement develop/revise Feedback provide, improve use Conditions reorganize, upgrade, redesign, reduce interference Incentives provide/strengthen positive consequences remove/weaken negative consequences for good performance positive consequences for poor performance

20. Performance Management

21. Solutions for Performance Problems Knowledge & skill provide classroom, self- paced instruction provide practice, job aids, coaching Capacity change personnel Standards develop/publicize Measurement develop/revise Feedback provide, improve use Conditions reorganize, upgrade, redesign, reduce interference Incentives provide/strengthen positive consequences remove/weaken negative consequences for good performance positive consequences for poor performance

22. Solutions for Performance Problems Feedback provide, improve use Conditions reorganize, upgrade, redesign, reduce interference Incentives provide/strengthen positive consequences remove/weaken negative consequences for good performance positive consequences for poor performance Knowledge & skill provide classroom, self- paced instruction provide practice, job aids, coaching Capacity change personnel Standards develop/publicize Measurement develop/revise