CPT Performance Improvement Strategies 2

Question 1

A performance consultant discovers that call center agents lack motivation despite having adequate skills and clear processes. Which HPT intervention is most appropriate?

Accepted Answer

Incentive and reward system revision

Answer

When skills and processes are sufficient but motivation is lacking, incentive and reward system interventions directly address the motivational gap.

Question 2

According to the ISPI Standards, what is the PRIMARY purpose of conducting a front-end analysis before designing an intervention?

Accepted Answer

To identify root causes rather than symptoms of performance gaps

Answer

Front-end analysis in HPT is designed to uncover root causes of performance gaps so interventions address actual problems rather than symptoms.

Question 3

A CPT practitioner uses a fishbone (Ishikawa) diagram during a performance analysis. What is this tool primarily used to identify?

Accepted Answer

Cause-and-effect relationships contributing to a performance problem

Answer

Fishbone diagrams map cause-and-effect relationships, helping practitioners visualize multiple contributing factors to a performance problem.

Question 4

When implementing a performance improvement initiative, which approach best ensures sustainability of results over time?

Accepted Answer

Embedding changes into organizational systems, processes, and culture

Answer

Sustainable performance improvement requires integrating changes into organizational systems and culture rather than relying on isolated events.

Question 5

A performance technologist is evaluating whether to use an electronic performance support system (EPSS) instead of classroom training. Which situation most justifies choosing EPSS?

Accepted Answer

Tasks are performed infrequently and require just-in-time guidance

Answer

EPSS is ideal for infrequent tasks where on-demand, embedded guidance is more effective than trying to retain rarely-used knowledge from training.

(CPT) Certified Performance Technologist Practice Test

(CPT) Certified Performance Technologist Practice Test

CPT Performance Improvement Strategies 2