1. Sometimes the Root Cause -- Isn’t a K/S Issue At All
Deming said 94% of the problems were rooted in The System.
Not in The People. Your clients want Performance. Not Training. Agreed?
Today’s Webinar
Guy W. Wallace Pursuing Performance EPPIC Inc

2. Sometimes the Root Cause -- Isn’t a K/S Issue At All
Your clients want Performance. Not Training. Agreed?
Agreed!
Agreed!
Agreed!
Agreed!
Agreed!
Agreed!
Agreed!
Agreed!
Agreed!
Performance Improvement Professionals Look Beyond the People’s K/Ss PDQ
Guy W. Wallace Pursuing Performance EPPIC Inc

3. Sometimes the Root Cause -- Isn’t a K/S Issue At All
Let’s walk through some quick case studies. Ready?
Performance Improvement Professionals Look Beyond the People’s K/Ss PDQ
Yes!
Guy W. Wallace Pursuing Performance EPPIC Inc

4. Sometimes the Root Cause -- Isn’t a K/S Issue At All
After the Case Study…
Case Study Conclusions from our Performance Analysis
Guy W. Wallace Pursuing Performance EPPIC Inc

5. Sometimes the Root Cause -- Isn’t a K/S Issue At All
So, our Analysis suggests…
… and is not a T&D Issue …
The Root Cause seems to be …
… the process itself …
… it’s a Process Design Issue.
Performance Improvement Professionals Look Beyond the People’s K/Ss PDQ
Guy W. Wallace Pursuing Performance EPPIC Inc

6. Sometimes the Root Cause -- Isn’t a K/S Issue At All
Next…
Physical attributes can include “items” such as the five senses: sight, hearing, touch, taste, and smell; as well as height, weight, strength, endurance, etc.
Guy W. Wallace Pursuing Performance EPPIC Inc

7. Sometimes the Root Cause -- Isn’t a K/S Issue At All
So, our Analysis suggests…
… and is not a T&D Issue …
The Root Cause seems to be …
… the peoples’ physical capabilities …
… it’s a Selection Issue.
Performance Improvement Professionals Look Beyond the People’s K/Ss PDQ
Guy W. Wallace Pursuing Performance EPPIC Inc

8. Sometimes the Root Cause -- Isn’t a K/S Issue At All
Next…
Psychological attributes can include “items” such as positive attitude, aggressiveness, risk taking, cautiousness, detail orientation, big picture orientation, etc.
Guy W. Wallace Pursuing Performance EPPIC Inc

9. Sometimes the Root Cause -- Isn’t a K/S Issue At All
So, our Analysis suggests…
… and is not a T&D Issue …
The Root Cause seems to be …
… the peoples’ psychological capabilities …
… it’s a Selection Issue.
Performance Improvement Professionals Look Beyond the People’s K/Ss PDQ
Guy W. Wallace Pursuing Performance EPPIC Inc

10. Sometimes the Root Cause -- Isn’t a K/S Issue At All
Next…
Intellectual attributes can include “items” such as conceptual thinking, concrete thinking, strategic thinking, process thinking, etc.
Guy W. Wallace Pursuing Performance EPPIC Inc

11. Sometimes the Root Cause -- Isn’t a K/S Issue At All
So, our Analysis suggests…
… and is not a T&D Issue …
The Root Cause seems to be …
… the peoples’ intellectual capabilities …
… it’s a Selection Issue.
Performance Improvement Professionals Look Beyond the People’s K/Ss PDQ
Guy W. Wallace Pursuing Performance EPPIC Inc

12. Sometimes the Root Cause -- Isn’t a K/S Issue At All
Next…
Personal Values can include such “items” as customer satisfaction orientation, teamwork, diversity, fairness, honesty, work ethic, family, etc.
Guy W. Wallace Pursuing Performance EPPIC Inc

13. Sometimes the Root Cause -- Isn’t a K/S Issue At All
So, our Analysis suggests…
… and is not a T&D Issue …
The Root Cause seems to be …
… the peoples’ personal
values …
… it’s a Selection Issue.
Performance Improvement Professionals Look Beyond the People’s K/Ss PDQ
Guy W. Wallace Pursuing Performance EPPIC Inc

14. Sometimes the Root Cause -- Isn’t a K/S Issue At All
Next…
The Data & Information Systems provide a wide variety of data and information, such as business strategies, competitive insights, work orders, results data, etc., needed to enable job holders to perform at a level of Performance Competence.
Data and Information Systems
Guy W. Wallace Pursuing Performance EPPIC Inc

15. Sometimes the Root Cause -- Isn’t a K/S Issue At All
So, our Analysis suggests…
… and is not a T&D Issue …
The Root Cause seems to be …
… the data & information available …
… it’s a Data & Info Issue.
Performance Improvement Professionals Look Beyond the People’s K/Ss PDQ
Guy W. Wallace Pursuing Performance EPPIC Inc

16. Sometimes the Root Cause -- Isn’t a K/S Issue At All
Next…
The Materials & Supplies Systems provide all of the materials and supplies needed to enable job holders to perform at a level of Performance Competence. These can include consumables used in the Process to produce Outputs and elements of the final Output for the Products and/ or Services resulting from the Processes.
Material and Supply Systems
Guy W. Wallace Pursuing Performance EPPIC Inc

17. Sometimes the Root Cause -- Isn’t a K/S Issue At All
So, our Analysis suggests…
… and is not a T&D Issue …
The Root Cause seems to be …
… the materials & supplies available …
… it’s a Materials & Supplies Issue.
Performance Improvement Professionals Look Beyond the People’s K/Ss PDQ
Guy W. Wallace Pursuing Performance EPPIC Inc

18. Sometimes the Root Cause -- Isn’t a K/S Issue At All
Next…
The Tools & Equipment Systems provide the tools, equipment, machinery, and vehicles needed to enable job holders to perform at a level of Performance Competence. Perhaps the Process requires a fork-lift – or a new IT system.
Tool and Equipment Systems
Guy W. Wallace Pursuing Performance EPPIC Inc

19. Sometimes the Root Cause -- Isn’t a K/S Issue At All
So, our Analysis suggests…
… and is not a T&D Issue …
The Root Cause seems to be …
… the tools & equipment available …
… it’s a Tools & Equipment Issue.
Performance Improvement Professionals Look Beyond the People’s K/Ss PDQ
Guy W. Wallace Pursuing Performance EPPIC Inc

20. Sometimes the Root Cause -- Isn’t a K/S Issue At All
Next…
The Facilities & Grounds Systems provide the buildings, grounds and other facilities, such as utilities for communications/ power/ water/ etc. that are needed to enable jobholders to perform at a level of Performance Competence. Some Process efforts need a “clean room” and others can be done outdoors in a parking lot – or on a test track.
Facilities/ Grounds Systems
Guy W. Wallace Pursuing Performance EPPIC Inc

21. Sometimes the Root Cause -- Isn’t a K/S Issue At All
So, our Analysis suggests…
… and is not a T&D Issue …
The Root Cause seems to be …
… the facilities available …
… it’s a Facilities Issue.
Performance Improvement Professionals Look Beyond the People’s K/Ss PDQ
Guy W. Wallace Pursuing Performance EPPIC Inc

22. Sometimes the Root Cause -- Isn’t a K/S Issue At All
Next…
The Financial Systems provide the capital and expense budgets, and the headcount budgets needed to enable and support job holders in performing at a level of Performance Competence. Money is the grease of many Processes – if not all.
Financial Systems
Guy W. Wallace Pursuing Performance EPPIC Inc

23. Sometimes the Root Cause -- Isn’t a K/S Issue At All
So, our Analysis suggests…
… and is not a T&D Issue …
The Root Cause seems to be …
… the budget and headcount available …
… it’s a Budget & Headcount Issue.
Performance Improvement Professionals Look Beyond the People’s K/Ss PDQ
Guy W. Wallace Pursuing Performance EPPIC Inc

24. Sometimes the Root Cause -- Isn’t a K/S Issue At All
Next…
Culture and Consequences Systems
The Culture & Consequence Systems reinforce Enterprise cultural norms, and ensures that all of the management reinforcements (and extinguishments) needed are in place to encourage (or discourage) and enable job holders to perform at a level of Performance Competence.
Guy W. Wallace Pursuing Performance EPPIC Inc

25. Sometimes the Root Cause -- Isn’t a K/S Issue At All
So, our Analysis suggests…
… and is not a T&D Issue …
The Root Cause seems to be …
… the consequence system …
… it’s a Culture & Consequence Issue.
Performance Improvement Professionals Look Beyond the People’s K/Ss PDQ
Guy W. Wallace Pursuing Performance EPPIC Inc

26. Sometimes the Root Cause -- Isn’t a K/S Issue At All
Next…
Note: Knowledge/Skills had nothing to do with the root causes – but may need to be addressed with Job Aids and/or Training after the other variables are improved.
Guy W. Wallace Pursuing Performance EPPIC Inc

27. Sometimes the Root Cause -- Isn’t a K/S Issue At All
Here is a resource for you to consider. There’s much more for free on my website as well.
Guy W. Wallace Pursuing Performance EPPIC Inc

28. Sometimes the Root Cause -- Isn’t a K/S Issue At All
First move from Training to Performance Based Training.
Then move to Performance Improvement
Consulting.
Think 1ST… about standalone Job Aids, then 2nd … about Job Aids in Training, then 3rd … about Training for memorization.
Determine all of the variables required and the current state gaps and causes – before you jump to a Training Solution.
2011
Guy W. Wallace Pursuing Performance EPPIC Inc

29. Sometimes the Root Cause -- Isn’t a K/S Issue At All
What’s PDQ?
Pretty
Damn
Quick.
Performance Improvement Professionals Look Beyond the People’s K/Ss PDQ
Guy W. Wallace Pursuing Performance EPPIC Inc