Your Team's Got Talent! Performance Gap Analysis

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YOUR TEAM’S GOT TALENT Performance/Skill Gap Analysis

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Transcript of Your Team's Got Talent! Performance Gap Analysis

  • 1. Performance/Skill Gap Analysis
    Your Teams Got Talent
  • 2.
  • 3. Objectives
    Understand Skill Gap Analysis
    Learn how to identify gaps
    The importance of competency profiling
    Identify the root cause of skill gaps
    Discuss performance measurement methods
    Turn analysis results into an action plan
    Learn strategies for closing the gap
    Gain tools and resources to support you in this process
  • 4. Analysis
  • 5. Skill Gap Analysis
    The terms Performance and Skills are used interchangeably
    Current skills vs. desired skills
    Where the performance is vs. where you want it to be
    The discrepancy between the two identifies the gap
  • 6.
  • 7. Identify a Gap
    When current skills or performance is less than the desired skills or performance
    A specific individual deficiency
    A broad performance deficiency
  • 8. DNA of HR Systems/Processes
  • 9. Goals of Competency Profiling
    Define Ideal Performance
    Clarify your desired Knowledge, Skills & Ability (KSA)
    Knowledge:Understands financial principles
    Skills:Proficient in Yardi, MS Office
    Ability:Takes initiative, sees projects through to completion; exhibits professionalism
  • 10. Competency Defining Process
    Called Job Study
    Analyze the tasks a position requires.
    Define a set of skills, a knowledge base, and a list of abilities for each task.
    Describe what it takes to succeed at all of the tasks assigned to that position.
    Yields competency profiles for each position.
  • 11. Competency Defining Process
    Step 1: Identify Core Competencies
    Applies to all associates
    Derived from company values, culture, strategy, mission
  • 12. Competency Defining Process
    Step 2: Identify Position-Specific Competencies
    Successful performance for a specific role
    Both technical and non-technical
  • 13. Activity: Competency Workshop
    http://www.wrmtraining.com
  • 14. Identify the Root Cause
    Every problem is an opportunity
    Be careful not to choose the quick and easy solution
    Treat the root cause, not the symptom
    Ask why until you get to the root cause
  • 15. Example:
    Problem: Mouse in cheese on table
    Solution: Throw out cheese, replace with new cheese
    NOT the right solution as the root cause
    was not identified.
  • 16. Root Cause Analysis
  • 17. Example:
    Problem: RM receives numerous complaints that service requests are taking too long to complete
    Solution: Require Maintenance Supervisor to retake Maintenance Basics which covers service standards.
    NOT the right solution as the root cause
    was not identified.
  • 18. Root Cause Analysis
  • 19. Root Cause Analysis
  • 20. Performance Measures
    Competencies defined, desired performance outlined.
    To find the root cause
  • 21. Performance Measurement
    Performance Reviews documented past discussions between the employee and his or her supervisor
    Surveys survey employees, their manager, coworkers
    Interviews interview managers and employees with open ended questions
    Customer Feedback if customers can be or have been surveyed, they can be a great source of feedback
  • 22. Performance Measurement
    Performance Tests certain skills can be tested using standardized tests and metrics can be measured
    Audits A checklist of operational standards in which the employee is measured on.
    Associate Satisfaction/Turnover High turnover or low associate satisfaction scores provide useful information
    Shopping Report Scores/Closing Ratios Good for sales skills assessment
  • 23. Possible Root Causes
    Not adequately trained (favorite culprit!)
    Lacks motivation
    Does not have the appropriate tools, staffing or equipment to be successful
    Poor hire for the team
    Supervisor is not providing leadership
    Not comfortable in current environment
    Other possible causes of Gaps?
  • 24. Determine the Root Cause
    Activity: Meet Mark, Mary, Monique and Michelle and their boss, Marvin
  • 25. Analysis
  • 26. Close the Gap
    Training
    Coaching
    Transfer
    Staffing increase
    Allocation of new resources
    New incentives
    Role reassignment
    Goal setting
    Termination
  • 27. If Training is the Resolution
    Traditional cookie cutter training programs assume all people start at the same level and finish at the same level
    Individualized needs must be met
    Customized learning plans tailored to the individual aid in skill development
    Development Plan should tie to competencies for the role
  • 28. Tailor the Development Plan
    What method is best? (Online, classroom, job aid, one-on-one, etc)
    How does this individual learn best?
    Does a class exists?
    External class/seminar?
    Assign a mentor/coach?
    Set timeline for completion
    Measure success
  • 29. Current Skills
    Is the lack of skills or knowledge a root cause?
    YES
    Gap Analysis
    NO
    Training Needs Identified
    Is the cause of the gap known?
    YES
    Solution/Resolution
    NO
    Root Cause Analysis
  • 30. It is Really Quite Simple
    Terms can be confusingdont let them be!
    You have conducted a gap analysis, identified the root cause, determined training needs and implemented a solution
  • 31. Gap Analysis
    Identify the Skill Gap
    Root Cause
    Training Needs
  • 32. Measure Success
    Training was Partially Effective
    Revise Development Plan
  • 33. Success!
    Desired Performance Achieved
  • 34. Just SCREAM IT
    Skill Gap Current Skills vs. Desired Skills
    Competency Profiling - DNA
    Root Cause Get to the Bottom of it
    Evaluate Performance
    Action Take Action
    Measure Follow up on your Solution
    Individualize Development Plans
    Tailor Training to Needs
  • 35. Thank you for joining us
    Remember.
    Your Teams Got Talent!!!
    Kara Rice
    [email protected]
    Jana Muma
    [email protected]
  • 36. Attention Brainstormers!
    Win one of two FREE Registrations + hotel accommodations for next years event!!!!
    Complete the entry form located in your workbook
    Place it in Multifamilypros Prize Drawing box before 6pm today
    Prize Box located in the Resource Room
    You Must Be Present to Win!
    Join us in the Resource Room next for a complimentary lunch sponsored by Apartments.com.
    Visit every exhibitor & enter for giveaways to be drawn during lunch and again at todays Resource Room Wrap Up!
    Next round of educational sessions starts at 2:00 pm
    A special thanks to our Sponsor, CallSource!