CPT Performance Analysis & Diagnosis 5

Question 1

An organization uses 360-degree feedback as a diagnostic tool. The primary advantage of this method over supervisor-only ratings is:

Accepted Answer

It captures performance perceptions from multiple stakeholder perspectives

Answer

360-degree feedback aggregates input from peers, direct reports, and supervisors, providing a multidimensional view of performance that single-rater tools miss.

Question 2

A PT discovers that a call center's average handle time is 40% above the benchmark. Before recommending training, which analysis question should be asked first?

Accepted Answer

Do performers have access to the tools and information needed to resolve calls efficiently?

Answer

Checking for environmental barriers (tools, information access) before assuming a skill gap prevents misdiagnosing a resource problem as a training need.

Question 3

Which statement best describes the relationship between performance analysis and needs assessment in the HPT framework?

Accepted Answer

Performance analysis is a component of the broader needs assessment process

Answer

Within HPT, performance analysis is one component of needs assessment that specifically examines the gap between actual and desired performance.

Question 4

A PT is studying why two branches of the same bank have vastly different loan approval processing times. The most appropriate first step is:

Accepted Answer

Conduct a side-by-side observation of both branches to identify process differences

Answer

Comparative observation of both environments reveals workflow, tool, or information differences that explain the performance gap before any solution is selected.

Question 5

In performance diagnosis, a 'want-to' problem differs from a 'can-do' problem in that:

Accepted Answer

Want-to problems involve motivation or consequences, not skill or knowledge deficits

Answer

Mager & Pipe distinguish can-do (skill/knowledge) problems from want-to (motivation/consequence) problems because they require fundamentally different interventions.

(CPT) Certified Performance Technologist Practice Test

(CPT) Certified Performance Technologist Practice Test

CPT Performance Analysis & Diagnosis 5