Performance Analysis & Diagnosis Flashcards
7 cards from real CPT practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 Performance Analysis & Diagnosis flashcards as text
When using cause analysis, a performance technologist discovers that tools and equipment are outdated and unreliable. Under the HPT model, this falls under which cause category?
Answer: Resources and tools
Inadequate resources and tools are an environmental support issue in the HPT cause analysis framework.
A performance analyst wants to validate that identified performance gaps are truly significant to the organization. Which criterion is most important to apply?
Answer: Alignment of the gap with strategic business goals
Business alignment ensures that closing a gap will produce outcomes the organization actually values, making the investment worthwhile.
A software company's help desk resolves tickets slowly. Observation shows technicians follow the correct steps but workstations are slow and crash frequently. The primary cause is:
Answer: Environmental barrier — inadequate tools
Slow, crashing workstations are an environmental resource barrier that prevents even skilled performers from meeting the standard.
Which diagnostic question distinguishes a skill/knowledge gap from a performance will gap?
Answer: Could the performer do it correctly if required to right now?
If a performer can demonstrate correct performance on demand, the issue is not a skill gap but a motivation or consequence issue.
An analyst is selecting a data source to understand how top performers approach a complex sales negotiation. The best source would be:
Answer: Recorded calls and think-aloud protocols from exemplary performers
Actual exemplary performance records combined with think-aloud protocols capture the tacit strategies that distinguish top performers.
In performance diagnosis, triangulation refers to:
Answer: Cross-validating findings using multiple data collection methods
Triangulation strengthens diagnostic accuracy by confirming the same finding through interviews, observation, and data records simultaneously.
A PT determines that a manufacturing team's defect rate is caused by unclear work instructions. According to the HPT model, the most direct intervention is:
Answer: Job aid or revised work procedure
Unclear instructions are an information/feedback deficiency best corrected by providing clear job aids or updated procedures at the point of performance.