96 Performance by Design
training materials for several routine employee tasks (e.g., mopping,
cleaning windows). By observing employee performance in just two
franchises, the consultant quickly realized that there were no gaps
in the knowledge or skills of employees related to these tasks. The
informal performance analysis indicated that a variety of motiva-
tional and performance environment issues were likely responsible
for the unacceptable performance levels. The consultant then iden-
tified a set of performance technologies that could help accomplish
the desired results without extensive employee training. Here an
ounce of analysis was worth a pound of training objectives.
5
Decisions regarding the formality, scope, and duration ...