CASE STUDY 4-1 Diagnosing the Causes of Poor Performance Heather works in the training department of a large information technology (IT) organization. She is in charge of designing and delivering inte
The Correct Answer and Explanation is:
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Correct Answer (Generalized):
The most appropriate initial step Heather should take is to conduct a needs analysis to identify the root causes of the performance problem, which may include deficiencies in knowledge, skills, motivation, or organizational support.
Explanation
In the context of Case Study 4-1, Heather’s primary responsibility is to improve employee performance through training interventions. However, when performance issues arise, training may not always be the solution. The first and most critical step in addressing poor performance is conducting a needs assessment to diagnose the underlying causes. This assessment typically examines three areas: organizational analysis, person analysis, and task analysis.
If employees are underperforming, the root causes might not stem from a lack of knowledge or skills (which training can address), but rather from other issues such as lack of motivation, unclear expectations, inadequate resources, or poor work environment. For example, if employees understand what is expected of them but are not motivated due to low morale, poor supervision, or insufficient incentives, then a training program will likely be ineffective in resolving the issue.
Heather must gather data through interviews, observations, performance appraisals, or surveys to determine whether the performance gap is due to a lack of:
- Knowledge or skills (training solution),
- Motivation (management or HR solution),
- Organizational support (process, tools, or environment).
By diagnosing the issue properly, Heather can ensure that the intervention matches the cause. This avoids the costly mistake of providing training when the real issue lies elsewhere. Ultimately, this approach supports both the effectiveness and efficiency of organizational development efforts.
