your team's got talent
DESCRIPTION
From Multifamilypro's Brainstorming Sessions 2010 in Dallas, TX. Presented by Jana Muma and Kara Rice of Grace Hill, Inc. Your Team's Got Talent is a discussion of Performance Gap Analysis for multifamily training and development professionals.TRANSCRIPT
YOUR TEAM’S GOT TALENT
Performance/Skill Gap Analysis
ObjectivesUnderstand Skill Gap AnalysisLearn how to identify gapsThe importance of competency profilingIdentify the root cause of skill gapsDiscuss performance measurement methods Turn analysis results into an action planLearn strategies for closing the gapGain tools and resources to support you in this
process
Analysis
Skill Gap
•Determine the gap between current performance and desired performance
Root
Cause
•To identify the root cause of a performance discrepancy
Training Needs
•Define information needed for a training solution (if training is the solution)
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 beThe discrepancy between the two identifies
the gap
Desired Skills
Current Skills
Skill Gap
Identify a Gap
When current skills or performance is less than the desired skills or performance
A specific individual deficiencyA broad performance deficiency
DNA of HR Systems/Processes
Competency
Profile
Selection Recruitment
Development
Training
Succession Planning
Performance Evaluation
Goals of Competency Profiling
Define Ideal Performance Clarify your desired Knowledge, Skills &
Ability (KSA)Knowledge: Understands financial principlesSkills: Proficient in Yardi, MS OfficeAbility: Takes initiative, sees projects
through to completion; exhibits professionalism
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.
Competency Defining Process
Step 1: Identify Core CompetenciesApplies to all associatesDerived from company values, culture,
strategy, mission
Competency Defining Process
Step 2: Identify Position-Specific CompetenciesSuccessful performance for a specific roleBoth technical and non-technical
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
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.
Example:
Root Cause AnalysisMouse in cheese – WHY?
Mouse in house – WHY?
Screen Door Open – WHY?
Screen Door Latch Broken
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.
Example:
Root Cause AnalysisService Requests take too long– WHY?
Maintenance is too busy – WHY?
Too many move outs– WHY?
Root Cause AnalysisMake Readies 2X company average – WHY?
Skips/Evictions unusually high – WHY?
Resident Qualification Criteria Lax
Performance Measures Competencies defined, desired
performance outlined. To find the root cause…
Shopping Reports
Audit Scores
Annual Reviews
Resident Satisfaction Interviews
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
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
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?
Determine the Root Cause Activity: Meet Mark, Mary, Monique and
Michelle – and their boss, Marvin
Analysis
Gap Root Cause Resolution
Close the Gap Training Coaching Transfer Staffing increase Allocation of new resources New incentives Role reassignment Goal setting Termination
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
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
Is the cause of the gap known?
Solution/ResolutionNO
YES
NO
YES
Gap Analysis
Root Cause Analysis
Current Skills
Training Needs Identified
Is the lack of skills or
knowledge a root cause?
It is Really Quite Simple
Terms can be confusing…don’t let them be! You have conducted a gap analysis,
identified the root cause, determined training needs and implemented a solution
Gap AnalysisIdentify the Skill Gap
Root Cause
Training Needs
Measure SuccessTraining was Partially Effective
Revise Development Plan
Success!Desired Performance Achieved
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
Just SCREAM IT
Thank you for joining us…
Remember….
Your Team’s Got Talent!!!
Kara Rice
Jana Muma
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year’s event!!!!
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