Handbook of Improving Performance in the Workplace: Volumes 1-3 (ISPI/Handbook of Improving Performance in the Workplace - Set) || Editors' Discussion

✍ Scribed by Silber, Kenneth H.; Foshay, Wellesley R.; Watkins, Ryan; Leigh, Doug; Moseley, James L.; Dessinger, Joan C.

• Publisher: John Wiley & Sons, Inc.
• Year: 2010
• Weight: 361 KB
• Category: Article
• ISBN: 0470525436
• DOI: 10.1002/9780470592663.part16a

✦ Synopsis

I

mprovements in human and organizational performance cannot be sustained when performance is viewed solely from the perspective of a single point in time. In today's dynamic organizations, performance is always in fluxperformance that is down today may be up in a few months. As a consequence, to be most effective, improvement efforts must take a longitudinal perspective on performance; systematically collecting data and information over time to adequately identify, prioritize, and make decisions related to performance needs (that is, gaps in results). This allows for adjustments in performance interventions to be made based on valid data -rather than assumptions or impulses. The continuous monitoring of performance, through recurring needs assessments and other data collection efforts, can then inform your decisions today, tomorrow, next month, and into the future.

Expanding Your Options

Customer surveys-a data collection tool used to gather information from customers or clients in order to learn about expectations, whether they are being met, general satisfaction, as well as recommendations for improvements.