Skill or knowledge

Executive summary

The respondent reports a specific skill gap. Has not demonstrated this skill before. Check this explanation with the team before acting.

Reported evidence and route

Performance gap — New dispatch clerk. Expected: Complete all five verification steps. Observed: The clerk misses the label check. Evidence: In three fictional demonstrations the clerk could not complete the label check.

Impact — Significant impact

Expectations — The standard is clear

Working conditions — Tools, time and support are adequate

Consequences — Rewards support the intended behaviour

Skill and knowledge — A specific skill gap is established

Remaining obstacles — No further obstacle identified

Past practice — Has not demonstrated this skill before

Possible causes supported by the answers

The respondent reports a specific skill gap. Has not demonstrated this skill before.

Suggested management actions

Demonstrate the missing task, then observe a supervised attempt.

Manager’s decision

Example choice: verify the possible cause with the team before committing resources.

Proposed improvement plan

30 days — Check the proposed cause and record a baseline against the stated standard.

60 days — Compare results after the agreed trial. Record its effort, cost and effect.

90 days — Compare the same measure with baseline. Keep, change or stop the intervention based on the evidence.

Performance indicator

Reported standard: Complete all five verification steps. Starting observation: The clerk misses the label check. Compare the same measure and the cost of the trial at each review.

Conclusion

Skill or knowledge. Review the proposed findings with the people who do the work.