Home What is PA? About the Book Responding to:   Managers   Customers   Experts Ask Allison How to Handle:   Rollouts   Performance   People Dev. Find it Fast Seminars Buy the Book Site Index     Content by:    Allison Rossett Developed by:    Chris Haddock    Kendra Sheldon		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				What would you say to a skeptical client? Responding to   How would you overcome resistance from a customer, client or sponsor? Performance problems, people development, rolling out a new system. Gotta question? Ask Allison! Allison is known for dynamic and practical seminars. Check out her speaking schedule, seminars and workshops. Use this to find what you're looking for fast on this web site and in First Things Fast. Get to know the author of First Things Fast. Lost? Find exactly what you're looking for on the site. Order your copy of First Things Fast from the Jossey-Bass On-line Bookstore.
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