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.