CPT Performance Analysis & Diagnosis 3 — Questions and Answers
Question 1: When using cause analysis, a performance technologist discovers that tools and equipment are outdated and unreliable. Under the HPT model, this falls under which cause category?
- Incentives and consequences
- Individual capacity
- Resources and tools (Correct answer)
- Information and feedback
Correct answer: Resources and tools
Inadequate resources and tools are an environmental support issue in the HPT cause analysis framework.
Question 2: A performance analyst wants to validate that identified performance gaps are truly significant to the organization. Which criterion is most important to apply?
- Frequency of the performance gap occurrence
- Alignment of the gap with strategic business goals (Correct answer)
- Cost of the proposed intervention
- Number of employees affected
Correct answer: Alignment of the gap with strategic business goals
Business alignment ensures that closing a gap will produce outcomes the organization actually values, making the investment worthwhile.
Question 3: A software company's help desk resolves tickets slowly. Observation shows technicians follow the correct steps but workstations are slow and crash frequently. The primary cause is:
- Skill deficiency requiring refresher training
- Motivational deficit from lack of recognition
- Environmental barrier — inadequate tools (Correct answer)
- Unclear performance standards
Correct answer: Environmental barrier — inadequate tools
Slow, crashing workstations are an environmental resource barrier that prevents even skilled performers from meeting the standard.
Question 4: Which diagnostic question distinguishes a skill/knowledge gap from a performance will gap?
- How long has the performer been in the role?
- Could the performer do it correctly if required to right now? (Correct answer)
- Has the performer received formal training?
- Does the performer understand the performance standard?
Correct answer: Could the performer do it correctly if required to right now?
If a performer can demonstrate correct performance on demand, the issue is not a skill gap but a motivation or consequence issue.
Question 5: An analyst is selecting a data source to understand how top performers approach a complex sales negotiation. The best source would be:
- The employee handbook describing the negotiation policy
- Recorded calls and think-aloud protocols from exemplary performers (Correct answer)
- Customer satisfaction scores from last quarter
- The sales training curriculum used onboarding
Correct answer: Recorded calls and think-aloud protocols from exemplary performers
Actual exemplary performance records combined with think-aloud protocols capture the tacit strategies that distinguish top performers.
Question 6: In performance diagnosis, triangulation refers to:
- Using three stakeholder levels to approve the analysis
- Cross-validating findings using multiple data collection methods (Correct answer)
- Applying three cause categories before recommending interventions
- Comparing performance across three time periods
Correct answer: Cross-validating findings using multiple data collection methods
Triangulation strengthens diagnostic accuracy by confirming the same finding through interviews, observation, and data records simultaneously.
Question 7: A PT determines that a manufacturing team's defect rate is caused by unclear work instructions. According to the HPT model, the most direct intervention is:
- Supervisory coaching program
- Incentive pay for quality output
- Job aid or revised work procedure (Correct answer)
- Team-building workshop
Correct answer: Job aid or revised work procedure
Unclear instructions are an information/feedback deficiency best corrected by providing clear job aids or updated procedures at the point of performance.
CPT Performance Analysis & Diagnosis 3
When using cause analysis, a performance technologist discovers that tools and equipment are outdated and unreliable.
Under the HPT model, this falls under which cause category?