Improving Performance Root Cause Analysis Goals of this

Improving Performance Root Cause Analysis

Goals of this Training • Discuss performance gaps- how to address and why it is so important • Identify the importance of root cause analysis along with the right questions to ask

Improving Performance Why don’t we address performance?

Did We Cover Them All? • • • • Uncomfortable with conflict Fear of Controversy I don’t have enough time Not setting the example ourselves Don’t know how to Not My Job Fear of Senior employees No Buy In No Support Halo Effect Uncomfortable Consistency Hypocrisy

It is not worth my time. Dealing with performance that does not meet expectations can be time consuming, but choosing to ignore it can yield worse results. • Other employees thinking they do not need to meet your expectations • Performance worsens over time. Will be more time consuming later- deal with it early!

It will lower team morale. Taking action actually has just the opposite effect and can increase morale. • Most employees want and expect to be held accountable for their work • Employees resent it when others don’t “pull their weight” Building a productive team begins by setting clear and consistent expectations.

I won’t do it right. Providing feedback and coaching doesn’t require any special skills- only sincerity and respect are needed. • Practice and asking for help will make this easier over time. • HR is willing and able to help you with this process.

It’s HR’s job. Wrong answer. • It’s HR’s job to help you be prepared to coach and provide feedback to your employees.

My Supervisor will not support me. Remember our objectives are all aligned. • It is in everyone’s best interest for your employees to perform to standards. If you do not receive support from your Supervisor, HR is available to help in this area.

Fill In The Blanks It is the ____________ of all Supervisors at Dean Foods to improve performance. By doing so, supervisors are demonstrating _______ in all they do. (Hint- think about the Guiding Principles)

Benefits to You as the Supervisor

Did We Get Them All? Respect Gain employee’s perspective Identify alignment gaps Teaches responsibility Fosters teamwork Performance issues addressed Creates a more engaged and productive employee • Helps you meet your objectives • •

Benefits to Employee

Did We Get Them All? • • Better understanding of what I’m supposed to do. Give me the opportunity to change. Uncovers my lack of training. Shows that you care. Boosts morale. Financially- might prepare me for future opportunity Give me the opportunity to express myself.

Benefits to the Organization

Did We Get Them All? • • • Goals and expectations properly aligned Improved morale Reduces conflict Profitability Retention of strong performers Sustainability

Your Role As A Supervisor Ø Ø Ø Ø Giving Feedback State the Purpose Give Specific Examples Actively Listen Share Expectations Discuss Benefits/Consequences Document, Document!

Identifying Performance Gaps A performance gap is the difference between what is _______ done and what is _____ to be done. It includes both ____ and _____. Remember both the _______ and the ______ are equally important.

Why do you think people don’t change their performance gap?

Did We Get Them All? • • Didn’t realize how important it was Didn’t have the skills Lack of training Lack of clarity Change of culture Employee loses interest Outside influences

Use both types of questions when doing “Root Cause” analysis Close Ended Questions address the WHAT Open Ended Questions address the HOW

Close Ended Questions Do you understand what is expected? Do you understand what we discussed? Zero in on specific facts, elicits a direct response, narrow down what’s going on

Open Ended Questions • Walk me through the steps to CIP the Bosch lines. Explain to me what you understand the purpose of this procedure to be. Use to gather information, clarify understanding, share ownership and involvement with the employee •

Remember The ultimate goal in probing to get to the root cause of a performance gap is to __________________. Do you now know how to do it? Do you know what is expected? Great- then go do it!!!

Getting to the Root Cause Ask yourself if Ø The employee knows what is expected Ø The employee has the correct training to do the job Ø The employee knows why it is important Ø The employee has the right tools and support Ø The employee knows there is a performance gap

Getting to the Root Cause Once you’ve identified the problem, had the discussion with the employee, it is important to get to the root cause of issues. It’s not enough to “write up” the employee- we have got to change behaviors and attitudes or we will be writing up people for the same issue over and over again with no lasting change or improvement!

Follow Up • Make sure you take the time to follow up on the employees performance. • You should set a time at the initial meeting for follow up. Why is this so important?

Questions, Comments Okay, let’s practice.