CPT Performance Analysis & Diagnosis 2 — Questions and Answers
Question 1: A performance technologist notices that a sales team consistently misses quotas despite adequate product knowledge. Which diagnostic approach best isolates the root cause?
- Conduct a task analysis to map required selling behaviors (Correct answer)
- Administer a product knowledge post-test
- Interview the sales manager about team morale
- Review the compensation plan for incentive gaps
Correct 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.
Question 2: In the Gilbert Behavior Engineering Model, which factor is addressed when a performer receives timely, accurate feedback about their work output?
- Capacity
- Motives
- Information (Correct answer)
- Incentives
Correct answer: Information
The Information cell of Gilbert's BEM addresses data, feedback, and guidance that performers need to do their jobs correctly.
Question 3: A performance analyst is comparing the actual output of a customer service team to the expected output. This comparison is best described as:
- Needs assessment
- Performance gap analysis (Correct answer)
- Formative evaluation
- Competency mapping
Correct answer: Performance gap analysis
Performance gap analysis specifically measures the discrepancy between desired and actual performance levels.
Question 4: Which causal category does an outdated standard operating procedure fall into when using the Human Performance Technology (HPT) model?
- Individual capacity
- Environmental support — information and feedback (Correct answer)
- Environmental support — resources and tools
- Motives and incentives
Correct answer: Environmental support — information and feedback
Outdated SOPs are information/guidance deficiencies in the environment, not individual or incentive issues.
Question 5: 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:
- Training to close the skill gap
- Removing obstacles from the work environment
- Changing the consequences tied to desired behavior (Correct answer)
- Simplifying the job through task redesign
Correct 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.
Question 6: Which data collection method is most appropriate for identifying tacit knowledge that experienced performers use but rarely articulate?
- Survey questionnaire
- Document review
- Cognitive task analysis (Correct answer)
- Observation checklist
Correct answer: Cognitive task analysis
Cognitive task analysis elicits hidden mental processes and expert knowledge that performers cannot easily self-report.
Question 7: 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?
- Trend analysis of error logs correlated with product release dates (Correct answer)
- Employee engagement survey
- Training needs survey distributed to all staff
- Benchmarking error rates against industry averages
Correct 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.
CPT Performance Analysis & Diagnosis 2
A performance technologist notices that a sales team consistently misses quotas despite adequate product knowledge.
Which diagnostic approach best isolates the root cause?