4Analyzing Performance: What Performance Gaps Exist?
Learning Objectives
By the end of this chapter, you should be able to:
• Describe when performance gaps exist.
• List possible causes of performance gaps.
• Identify the potential for improved performance.
Darlene answered her phone on the second ring and Jerry asked, “Darlene, do you have a minute?”
“Sure. What’s up, Jerry?”
“Unfortunately it’s not performance. That’s why I’m calling.”
“Go on.”
“It’s Bob, or I should say it’s Bob’s performance. He doesn’t seem to be motivated anymore.”
“What makes you say that, Jerry?”
“He’s not meeting his quota for new customer contacts and I can’t convince ...
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