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Performance Improvement Without Assessments

Thursday, July 19, 2012

A senior manager responsible for a development program for 1,400 customer service (CS) representatives used the following approach to performance improvement:

  • Conducted an organizational assessment to define the current and desired future states.
  • Converted this analysis into a list of 14 critical “competencies.”
  • Created an online individual “skills” assessment that examined each CS person’s competencies and identified “areas needing improvement.”
  • Deve
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