Performance Problem Solving 101: Moving Beyond The Pointy Finger

Performance evaluation can be a messy topic. Often it is difficult to understand why performance output does not match expectations.  Part of the complexity is separating out personality conflicts and learning to focus on the situation.  However, focusing on the situation requires us to unravel or peel back the layers to uncover the inputs to performance.  Three important inputs include:

• Process – the work instructions to perform functions
• Tools – the equipment, machinery, jigs, computers, etc used to enhance performance
• People – those who perform processes/functions

Taking time to focus on each of these inputs provides insight into how they effect performance and measures the degree to which each is aligned and leveraged for optimal performance.

The next step is how to evaluate each input.  A great way to begin an evaluation process is to gain an understanding of the current state by asking questions about each input.  Beginning with process, process questions might sound like this:

• Is the process written
• Does the process support the desired outcome
• Are there redundancies
• What quality level is the process capable of producing
• Are tasks combined to reduce motion and waste
• What are the cycle times

Once the process is defined and validated for quality and productivity performance goals, we can evaluate the tools.  Tool evaluation questions might sound like:

• Do the existing tools support quality goals – what tools could be incorporated
• Do the tools proper enhance productivity and decrease cycle times
• Are the tools easily accessible
• Are the tools well cared for and maintained
• Do the tools allow for self correcting behaviors

Now that the process and tools questions are resolved, we can move to an evaluation of the people engaged in the process.  People questions might sound like:

• What physical skills are necessary
• What intellectual/emotional skills are necessary
• What problem solving skills are necessary
• What leadership attributes are needed
• What training is necessary

After exploring,  problem solving each component can begin.  Knowing how to measure each input helps to untangle and align each for the best possible outcome – And it could lead to a happier work force too!

What have been your challenges in performance evaluation?