1. In-House Service
Excellence Training
Identify Reasons for Performance Gap
&
Options for Interventions

2. How to develop
effective in-house
service excellence
training - Step 3
Identify service Assess Identify Select and Implement
needs and Service reasons for develop Monitor
expectations performance performance interventions Maintain
gap gap and
options for
interventions

3. Step 3
Identify Reasons for Performance Gap
and
Options for Interventions

4. Identifying Performance Gap
Factors
Environmental
Skill/ Knowledge
Emotional/ political

5. Identifying Performance Gap
Factors - Environmental
Most prevalent with most impact
External-changing market conditions, more
attractive job opportunities elsewhere
Internal – organizational changes, pressures,
lack of clear expectations, etc

6. Identifying Performance Gap
Factors- Skill/ Knowledge
Related to lack of competencies to
perform the job

7. Identifying Performance Gap
Factors- Emotional / political
Has to do with factors affecting
motivation
May stem from an overall negative
workplace atmosphere

8. Motivating and Retaining Top
Talent through Employee
Engagement
• Workers join companies for rational
motives (better compensation, benefits,
and career opportunities),
• They stay and work hard for emotional
ones.

9. Motivating and Retaining Top
Talent through Employee
Engagement
Improving employee engagement is
important because engaged
employees have:
51% lower turnover
27% less absenteeism
18% more productivity
12% higher profitability

10. Organizational factors that can
improve employee engagement:
• Leadership: good leadership leads to a
happy team
• My Company: how much people value their
company, and are proud to work there.
• Personal growth: whether employees feel
challenged by their job
• My Manager: the employee-manager
relationship

11. Organizational factors that can
improve employee engagement:
• Giving something back: community
service and volunteering opportunities
• Fair deal: how well employees are treated
in terms of pay and benefits compared to
similar organizations
• Wellbeing: balance between work and
home life.

12. Identifying Performance Gap
Factors
Determining the factors and issues that
must be dealt with to eliminate the gap
between desired and actual is one of your
most important tasks.

13. Identifying Performance Gap
Factors
Probably the contribution you can make
that will have the most impact is to identify
the key factors affecting a gap between
desired and current performance.

14. Identifying Performance Gap Factors
Identify Potential Interventions
Three key points

15. Identify Potential Interventions
Key Points
First, the better you identify performance
gap factors, the easier it is to identify the
relevant interventions.

16. Identify Potential Interventions
Key Points
Second, there is a limitless array of possible
interventions
* Make yourself aware of your options and
do not simply select traditional methods
with which you are already familiar

17. Identify Potential Interventions
Key Points
Third - You identify interventions. You don't
necessarily have to follow through with
actually developing these yourself.

18. References & Recommendations
Many of the concepts and principles in this program
are adapted from a performance success model
developed by H. Stolovitch. We recommend reading
Training Ain’t Performance by Stolovitch and
Keeps for more information about the model.
Employee engagement information is based on an
Insala Report Motivating and Retaining Top Talent
through Employee Engagement