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48 PCB007 MAGAZINE I APRIL 2022 Addressing the Gap in Process Performance Feature Article by Nolan Johnson I-CONNECT007 e first steps in process improvement are to determine what the gap is and why it hap- pens. Having a process is not sufficient; the process needs to be effective as well. For those responsible for creating and maintaining pro- cesses, the ultimate goal is to create a proce- dure that becomes self-perpetuating, that seeps into the fabric of the company's culture. For better or worse, plenty of procedures do indeed become ingrained in company culture. How does one go about ensuring that company culture is loaded with effective processes that deliver a positive outcome? at is the ques- tion, to be sure. Analyzing Performance Problems, authored by Robert Mager and Peter Pipe, was pub- lished in 1970. Even 50 years later, it is still one of the most definitive—and digestible— b o o k s on the to p ic of sk i l l gap analy s i s. eir model presents a thorough and effec- tive method for troubleshooting performance problems. According to Pipe and Mager, first identify the performance problem. To do so, make the key metrics: • Measurable • Observable • Performance-based Armed with the metrics, the next questions are critical to the analysis: • Is it worth solving? • Can we apply fast fixes? • Are the consequences appropriate? • Is there skill deficiency? • Are there other causes? • Which solutions are the best?

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