Performance Improvement Strategies 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 Improvement Strategies flashcards as text
A performance consultant discovers that call center agents lack motivation despite having adequate skills and clear processes. Which HPT intervention is most appropriate?
Answer: Incentive and reward system revision
When skills and processes are sufficient but motivation is lacking, incentive and reward system interventions directly address the motivational gap.
According to the ISPI Standards, what is the PRIMARY purpose of conducting a front-end analysis before designing an intervention?
Answer: To identify root causes rather than symptoms of performance gaps
Front-end analysis in HPT is designed to uncover root causes of performance gaps so interventions address actual problems rather than symptoms.
A CPT practitioner uses a fishbone (Ishikawa) diagram during a performance analysis. What is this tool primarily used to identify?
Answer: Cause-and-effect relationships contributing to a performance problem
Fishbone diagrams map cause-and-effect relationships, helping practitioners visualize multiple contributing factors to a performance problem.
When implementing a performance improvement initiative, which approach best ensures sustainability of results over time?
Answer: Embedding changes into organizational systems, processes, and culture
Sustainable performance improvement requires integrating changes into organizational systems and culture rather than relying on isolated events.
A performance technologist is evaluating whether to use an electronic performance support system (EPSS) instead of classroom training. Which situation most justifies choosing EPSS?
Answer: Tasks are performed infrequently and require just-in-time guidance
EPSS is ideal for infrequent tasks where on-demand, embedded guidance is more effective than trying to retain rarely-used knowledge from training.
In the Van Tiem, Moseley, and Dessinger HPT Model, what does the 'Change Management' component primarily address?
Answer: Ensuring individuals and the organization adopt and sustain new performance standards
Change management in the HPT model focuses on guiding stakeholders through transitions so that interventions are adopted and performance improvements are maintained.
A performance analysis reveals that employees have the skills and motivation to perform, but their workstations are poorly ergonomically designed. This is an example of a performance gap caused by:
Answer: Environmental/physical work conditions
Poor ergonomic design is an environmental factor in Gilbert's Behavior Engineering Model that impedes performance regardless of individual capability.