Performance Analysis & Diagnosis Flashcards
7 cards from real CPT practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 Performance Analysis & Diagnosis flashcards as text
A performance technologist notices that a sales team consistently misses quotas despite adequate product knowledge. Which diagnostic approach best isolates the root cause?
Answer: Conduct a task analysis to map required selling behaviors
Task analysis reveals gaps between required behaviors and actual performance, directly pinpointing where the breakdown occurs.
In the Gilbert Behavior Engineering Model, which factor is addressed when a performer receives timely, accurate feedback about their work output?
Answer: Information
The Information cell of Gilbert's BEM addresses data, feedback, and guidance that performers need to do their jobs correctly.
A performance analyst is comparing the actual output of a customer service team to the expected output. This comparison is best described as:
Answer: Performance gap analysis
Performance gap analysis specifically measures the discrepancy between desired and actual performance levels.
Which causal category does an outdated standard operating procedure fall into when using the Human Performance Technology (HPT) model?
Answer: Environmental support — information and feedback
Outdated SOPs are information/guidance deficiencies in the environment, not individual or incentive issues.
A diagnosis reveals that performers know how to do the job but choose not to because non-performance is rewarded. According to Mager & Pipe, the recommended intervention is:
Answer: Changing the consequences tied to desired behavior
Mager & Pipe's flowchart directs practitioners to address consequences when performers could perform but don't due to punishing or absent rewards.
Which data collection method is most appropriate for identifying tacit knowledge that experienced performers use but rarely articulate?
Answer: Cognitive task analysis
Cognitive task analysis elicits hidden mental processes and expert knowledge that performers cannot easily self-report.
A PT finds that error rates spike every time a new product line launches. Which type of analysis would most directly surface the root cause?
Answer: Trend analysis of error logs correlated with product release dates
Correlating error trends with release dates directly tests the hypothesis that launches trigger performance breakdowns.