int in house service excel training mod 4
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In-House Service Excellence Training
Select and Develop Interventions
How to develop effective in-house service excellence
training - Step 4
Select and develop
interventions
Identify service needs and
expectations
AssessService
performance gap
Identify reasons for
performance gap and
options for interventions
ImplementMonitor Maintain
Select & Develop Performance Interventions
In this step, you lay out all the potential
interventions, apply four criteria
and make your selection.
Select & Develop Performance Interventions
Make choices carefully but make choices
Try to resolve workplace practices that inhibit performance and that do not require training
Select & Develop Performance Interventions
Interventions are selected based on four criteria
AppropriatenessEconomicsFeasibility & Acceptability
Appropriateness
This criterion is the most important.Decide with respect to closing the gap between
"is" and "should be”.The more appropriate, the more likely it will be
retained.
Economics
The intervention may be a great one, but can the organization afford it?
Budgets and all available financial resources must be taken into consideration.
Feasibility
Given your timelines, resources and constraints, can you do it?
Time constraints, your capabilities or lack of resources may simply not support the
intervention.
Acceptability
Two dimensions must be considered – the organization and the “performer” (employee)
It must be coherent with current practices
The value must be demonstrated to the employee
Select & DevelopPerformance Interventions
Once performance gaps have been identifiedand intervention options selected, each
intervention require its own design and development team.
Select & DevelopPerformance Interventions
Developing the performance interventions requires three
major steps: design, creation and
verification
References & Recommendations
In-House Service Excellence Training programs may be based any one or a combination of performance success models. Many of the concepts and principles in this program are adapted from a model developed by H. Stolovitch. We recommend reading Training Ain’t Performance by Stolovitch and Keeps for more information about the model.