This document outlines the steps for developing effective in-house service excellence training, including identifying service needs and expectations, assessing performance gaps, identifying reasons for gaps, and selecting and developing interventions to address the gaps. Interventions should be selected based on four criteria: appropriateness to close performance gaps, affordability, feasibility given time and resources, and acceptability to the organization and employees. Developing interventions requires designing, creating, and verifying each one. The document recommends additional reading on performance success models that can inform training program development.

1. In-House Service Excellence
Training
Select and Develop Interventions

2. How to develop
effective in-house
service excellence
training - Step 4
Identify service Assess Identify Select and Implement
needs and Service reasons for develop Monitor
expectations performance performance interventions Maintain
gap gap and
options for
interventions

3. Select & Develop
Performance Interventions
In this step, you lay out all
the potential
interventions, apply four
criteria
and make your selection.

4. Select & Develop
Performance Interventions
Make choices carefully but make choices
Try to resolve workplace practices that inhibit
performance and that do not require training

5. Select & Develop
Performance Interventions
Interventions are selected
based on four criteria
Appropriateness
Economics
Feasibility &
Acceptability

6. Appropriateness
This criterion is the most important.
Decide with respect to closing the gap between
quot;isquot; and quot;should be”.
The more appropriate, the more likely it will be
retained.

7. Economics
The intervention may be a great one, but can
the organization afford it?
Budgets and all available financial resources
must be taken into consideration.

8. Feasibility
Given your timelines, resources and constraints,
can you do it?
Time constraints, your capabilities or lack of
resources may simply not support the
intervention.

9. Acceptability
Two dimensions must be considered – the
organization and the “performer” (employee)
It must be coherent with current practices
The value must be demonstrated to the employee

10. Select & Develop
Performance Interventions
Once performance gaps have been identified
and intervention options selected, each
intervention require its own
design and development team.

11. Select & Develop
Performance Interventions
Developing the performance
interventions requires three
major steps:
design, creation and
verification

12. References & Recommendations
In-House Service Excellence Training programs may
be based any one or a combination of performance
success models. Many of the concepts and
principles in this program are adapted from a model
developed by H. Stolovitch. We recommend reading
Training Ain’t Performance by Stolovitch and
Keeps for more information about the model.