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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

  1. An organization uses 360-degree feedback as a diagnostic tool. The primary advantage of this method over supervisor-only ratings is:

    Answer: It captures performance perceptions from multiple stakeholder perspectives

    360-degree feedback aggregates input from peers, direct reports, and supervisors, providing a multidimensional view of performance that single-rater tools miss.

  2. A PT discovers that a call center's average handle time is 40% above the benchmark. Before recommending training, which analysis question should be asked first?

    Answer: Do performers have access to the tools and information needed to resolve calls efficiently?

    Checking for environmental barriers (tools, information access) before assuming a skill gap prevents misdiagnosing a resource problem as a training need.

  3. Which statement best describes the relationship between performance analysis and needs assessment in the HPT framework?

    Answer: Performance analysis is a component of the broader needs assessment process

    Within HPT, performance analysis is one component of needs assessment that specifically examines the gap between actual and desired performance.

  4. A PT is studying why two branches of the same bank have vastly different loan approval processing times. The most appropriate first step is:

    Answer: Conduct a side-by-side observation of both branches to identify process differences

    Comparative observation of both environments reveals workflow, tool, or information differences that explain the performance gap before any solution is selected.

  5. In performance diagnosis, a 'want-to' problem differs from a 'can-do' problem in that:

    Answer: Want-to problems involve motivation or consequences, not skill or knowledge deficits

    Mager & Pipe distinguish can-do (skill/knowledge) problems from want-to (motivation/consequence) problems because they require fundamentally different interventions.

  6. A performance analyst interviews three supervisors about a quality problem and gets three different explanations. The best next step is to:

    Answer: Collect objective performance data and observe the work to cross-validate the explanations

    Conflicting supervisor accounts require grounding in observable data and direct observation to determine which, if any, explanation is accurate.

  7. Which HPT principle justifies conducting a performance analysis before selecting any intervention?

    Answer: Solutions must be matched to verified causes to be effective and efficient

    HPT's systematic approach requires that causes be identified first so that interventions target actual drivers of the gap rather than assumed ones.