int in house service excel training mod 4
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TRANSCRIPT
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In-House Service Excellence Training
Select and Develop Interventions
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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
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Select & Develop Performance Interventions
In this step, you lay out all the potential
interventions, apply four criteria
and make your selection.
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Select & Develop Performance Interventions
Make choices carefully but make choices
Try to resolve workplace practices that inhibit performance and that do not require training
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Select & Develop Performance Interventions
Interventions are selected based on four criteria
AppropriatenessEconomicsFeasibility & Acceptability
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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.
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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.
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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.
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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
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Select & DevelopPerformance Interventions
Once performance gaps have been identifiedand intervention options selected, each
intervention require its own design and development team.
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Select & DevelopPerformance Interventions
Developing the performance interventions requires three
major steps: design, creation and
verification
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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.