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TRAINING ISSUE? MAYBE NOT. : Proficience Group

Friday, September 21, 2018


November 30, 2010 by  
Filed under Industry News

Training issue? Maybe not.

You say you have an employee that for some reason is now not cutting it. The manager says they’ve noticed their performance has declined and suggests sending them for training to fix the problem.

Many times issues are labeled as training issues to hide the real problem or avoid blame. However, after an in-depth analysis of the business process the results often reveal a flaw in the business process itself. Training is sometimes used as a Band-Aid to cover up the root cause – the business process is broken – flawed.

A business process is a set of coordinated tasks and activities, conducted by both people and equipment that leads to the accomplishment of a specific strategic plan or organizational goal. A business process problem is a problem that weakens the quality of the process. When the problem affects an activity and/or function that is a working step in the operation, customer service can be jeopardized.

The first step in determining how to resolve a problem is to obtain an effective measure of the problem by identifying the gap between the current state and desired state.

When the process of identifying gaps includes a deep analysis of the factors (root cause) that have created the current state, the groundwork has been laid for improvement planning. The gap analysis process can be used to ensure that the improvement process does not jump from identification of problem areas to proposed solutions without understanding the conditions that created the current state. The old saying, “We’ve always done it this way” is the not right answer.

Identifying and measuring the process problem is a necessary phase that precedes problem resolution. By identifying the problem in a business process and modifying the existing strategy used to measure the business process problem, a successful intervention can be implemented.

You can have the best person, the highest performer, your “Star” player working within a broken business process only to find their true productivity is being hampered.

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