Top
1.800.628.2783
1.800.628.2783
ATD Links Archive
Issue Map
ATD Links Archive
ATD Links

Performance Improvement Without Assessments

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

Advertisement
  • 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
To access this content Join ATD or sign in.