Zap the Gap
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A short story….
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An overview of the Ken Blanchard book on developing excellent customer service, entitled "Zap the Gaps"
Transcript of Zap the Gap
A short story….
about
targeting high performance in the
workplace….
….and achieving it!
By Ken Blanchard;
Dana & Jim Robinson
Zap the Gaps!Zap the Gaps!
Presented by
Preamble
In Zap the Gaps, Bill Ambers, the director of customer service in a high-tech firm, encounters a business problem:
His call center is not making its numbers.
With the help of Michael St. Vincent, gardener and legendary head of Saint’s Nurseries and Landscaping, he learns to systematically dig into the root of the problem, discovering along the way both the GAPS approach to performance improvement and a tool called the Gap Zapper.
The traditional approach to improvement
The traditional approach to improvement
The traditional approach to improvement
Identify the cause
Identify the
problem
Identify the
solution
Start the improvement
program
The traditional approach to improvement
Pre-determined, rigid, removed from reality, too general…
and a waste of time
The Napkin Talk
Business Needs
“What are the business needs of our operation?”
“What is our reason for existing?”
BUSINESS NEEDS
Business Needs
Performance Needs
The Napkin Talk
Business needs drive performance needs…
“What do our people need to do more, better, or differently to help meet our
business needs?”
Business Needs
Performance Needs
Work Environment & Capability Needs
The Napkin Talk
To ensure expected performance, make certain that
‐ People are truly capable
‐ Their work environment needs are being met.
The yellow index card
The “shoulds…”
The red index card
“shoulds”
“is”
Introducing...
Successful On-The-Job Performance
Factors EXTERNAL to the Organization
Factors INTERNAL to the Organization
Factors INTERNAL to the Individual
Factors outside the control of the organization.
Examples include:Economic conditions, competition, and government regulations
Successful On-The-Job Performance
Factors EXTERNAL to the Organization
Factors INTERNAL to the Organization
Factors INTERNAL to the Individual
Factors outside the control of the organization.
Examples include:Economic conditions, competition, and government regulations
WORK ENVIRONMENT NEEDS
Factors within the control of the organization:
Categories1. Clarity of rules & expectations2. Coaching & reinforcement3. Incentives4. Work systems & processes5. Access to information, people, tools, & job aids
Successful On-The-Job Performance
Factors EXTERNAL to the Organization
Factors INTERNAL to the Organization
Factors INTERNAL to the Individual
Factors outside the control of the organization.
Examples include:Economic conditions, competition, and government regulations
WORK ENVIRONMENT NEEDS
Factors within the control of the organization:
Categories1. Clarity of rules & expectations2. Coaching & reinforcement3. Incentives4. Work systems & processes5. Access to information, people, tools, & job aids
CAPABILITY NEEDS
Factors within an individual’s control which ensure that they are capable of performing as needed.
Categories1. Skill & knowledge2. Inherent capability
The green index card
Analyze everything
The blue index card
ASK
ASKthe right questions…
ASKthe right questions…
in the right way…
ASKthe right questions…
in the right way…
to the right people.
Analyze the “is”
Pin down the causes
The purple index card
Our solutions must match our causes
The white index card
By Ken Blanchard;
Dana & Jim Robinson
Zap the Gaps!Zap the Gaps!
Presented byDouglas D. Blackley
