In-House Service Excellence Training

Identify Reasons for Performance Gap &

Options for Interventions

How to develop effective in-house service excellence

training - Step 3

Identify service needs and

expectations

AssessService

performance gap

Identify reasons for

performance gap and

options for interventions

Select and develop

interventions

ImplementMonitorMaintain

Identify Reasons for Performance Gap and

Options for Interventions

Step 3

Identifying Performance Gap Factors

EnvironmentalSkill/ Knowledge

Emotional/ political

Identifying Performance Gap Factors - Environmental

Most prevalent with most impact

External-changing market conditions, more attractive job opportunities elsewhere

Internal – organizational changes, pressures, lack of clear expectations, etc

Identifying Performance Gap Factors- Skill/ Knowledge

Related to lack of competencies to perform the job

Identifying Performance Gap Factors- Emotional / political

Has to do with factors affecting motivation

May stem from an overall negative workplace atmosphere

Motivating and Retaining Top Talent through Employee

Engagement

• Workers join companies for rational motives (better compensation, benefits, and career opportunities),

• They stay and work hard for emotional ones.

Motivating and Retaining Top Talent through Employee

EngagementImproving employee engagement is

important because engaged employees have:

51% lower turnover27% less absenteeism18% more productivity12% higher profitability

Organizational factors that can improve employee engagement:

• Leadership: good leadership leads to a happy team

• My Company: how much people value their company, and are proud to work there.

• Personal growth: whether employees feel challenged by their job

• My Manager: the employee-manager relationship

Organizational factors that can improve employee engagement:

• Giving something back: community service and volunteering opportunities

• Fair deal: how well employees are treated in terms of pay and benefits compared to similar organizations

• Wellbeing: balance between work and home life.

Identifying Performance Gap Factors

Determining the factors and issues that must be dealt with to eliminate the gap

between desired and actual is one of yourmost important tasks.

Identifying Performance Gap Factors

Probably the contribution you can make that will have the most impact is to identify

the key factors affecting a gap between desired and current performance.

Identifying Performance Gap Factors

Identify Potential Interventions

Three key points

Identify Potential InterventionsKey Points

First, the better you identify performance gap factors, the easier it is to identify the

relevant interventions.

Identify Potential InterventionsKey Points

Second, there is a limitless array of possible interventions

* Make yourself aware of your options and do not simply select traditional methods

with which you are already familiar

Identify Potential InterventionsKey Points

Third - You identify interventions. You don't necessarily have to follow through with

actually developing these yourself.

References & Recommendations

Many of the concepts and principles in this program are adapted from a performance success model developed by H. Stolovitch. We recommend reading Training Ain’t Performance by Stolovitch and Keeps for more information about the model. Employee engagement information is based on an Insala Report Motivating and Retaining Top Talent through Employee Engagement