Performance Analysis (PA)

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What is Performance Analysis?

A serious definition goes like this:

Performance analysis involves gathering formal and informal data to help customers and sponsors define and achieve their goals. Performance analysis uncovers several perspectives on a problem or opportunity, determining any and all drivers towards or barriers to successful performance, and proposing a solution system based on what is discovered.

A lighter definition is:

Performance analysis is the front end of the front end. It's what we do to figure out what to do. Some synonyms are planning, scoping, auditing, and diagnostics.

What does a performance analyst do?

Here's a list of some of the things you maybe doing as part of a performance analysis:

Interviewing a sponsor

Reading the annual report

Chatting at lunch with a group of customer service representatives

Reading the organization's policy on customer service, focusing particularly on the recognition and incentive aspects

Listening to audiotapes associates with customer service complaints

Leading a focus group with supervisors

Interviewing some randomly drawn representatives

Reviewing the call log

Reading an article in a professional journal on the subject of customer service performance improvement

Chatting at the supermarket with somebody who is a customer, who wants to tell you about her experience with customer service

A performance analysis identifies where we are, where we want to go, the reasons why we aren't there yet, and recommends ways to get there.

According to Wendy Clash an Educational Technologist at San Diego State University
Department of Educational Technology offers this information.

After determining the cause(s) of a performance problem, you recommend solution systems.

Cause:	Solution:
Motivation	information, documentation, coaching.
Environment Support	flexibility with schedule and job duties, availability of tools, reorganization of workplace.
Organization Support	incentive programs and appraisal process, change in policy
Knowledge and Skills	instruction, coaching, job aids, and electronic support systems.

Solution systems are easy to implement when they require minor changes to company policy and/or the working environment.

When delivery of information or more significant changes are needed, it's time to call in the experts.