Improving Performance: How to Manage the White Space on the Organization Chart

9.6. Job Improvement

Step 11: Job Specification Defined. In Step 11, Larry and a group of claims supervisors and Managers define the outputs and standards that the "Should" process requires of the claims supervisor job. Table 9.3 displays a portion of the Job Model that the group creates for the claims supervisor.

Step 12: Job Performance Improvement opportunities Identified. The Job Model produced in Step 11 describes the performance that the claims supervisor needs to produce. In Step 12, Larry compares the current performance to the Job Model's standards and identifies gaps, the impact of the gaps, and the causes of the gaps. He uses the Human Performance System (see Chapter Six) to help him identify the causes of gaps. One of his more significant ...