• Introduction
-Two approaches, brief self-analysis

• Why do we get performance gaps
-What is a performance gap?
-What is performance analysis?
-Why do line managers need to be skilled in performance analysis?
-Some relevant theory
-How do we find the correct solutions
-Some change theory
-Self-image theory
-Why is this theory useful
-What about different types of performance gap?

• A Simple example
-How to improve Mike’s fitness
-What happened when we analysed Mike’s problem?
-Lessons form the running example

• The Seven-Step Performance improvement process
-The process
-A checklist
-‘Its Magic’
-Lesson from “Its Magic”

• What is the Problem
-How to deal with “solutioneering’
-Define apparent problem
-Be Clear who your customer is

• Who is Involved
-Why Identify people at this age?
-What is a system diagram?
-Diagrams can make sense of complex situations
-How do I draw a system diagram
-Example system diagram – a bank
-Example system diagram – a training department
-Example system diagram – pension sales
-Example system diagram – a charity

• What is happening now
-What is a performance gap?
-How to start defining
-What is happening now
-Ask probing questions
-Why is so important to get measure about what is happening now

• What do we want to happen
-Creating a vision of the future
-Visualising the desired performance
-Using high performers
-Motivating goals
-Writing effective goals

• What is the cost of the gap
-Quantifying the gap
-Why is quantifying the gap so difficult

• What are the causes and potential solutions
-Focusing on the key people
-Causes of low performance
-Creativity techniques
-Checkist example

• Action Plan
-The reality filter
-Group solutions together
-Action plan
-Agreeing dates for review
-Measuring success and keeping it going

• Summary and Examples
-Recap
-Examples
-Some Tips