Unit 2 - Lesson 4: Identify actions to take to help
<< Return to Lesson 3: Identify what is keeping you from reaching that goal
Here's where you need to determine the behaviors (activities, job aids) necessary to get beyond the things that are keeping people from reaching the business goal.
Let's go through the PTO scenario. Take each aspect that is keeping people from reaching the goal and assign a behavior that will address it:
| What is keeping staff from submitting accurate and timely PTO reports? | What behavior will help? |
| Reports are returned because staff are not entering the correct codes. They are picking the first code available that looks like it fits. This falls under both knowledge, users don't know which code is appropriate and motivation, users don't take the time to use the correct code. | An easy to access reference such as a pop up window or a link can be added to the page that lists the codes and their uses. |
| Reports need to include accurate data. Reports are often rejected by supervisors because the time entered just isn't correct. In talking to supervisors this most often occurs because staff are not using the appropriate pay period time frame. This falls under knowledge and maybe some lack of motivation. | The dates that staff should be entering their PTO time for should be clear. Talk to some staff and find out why there is confusion over pay period dates and how entry can ensure that PTO corresponds with the pay period. |
| Reports need to be complete. There are required fields that must be completed in order for HR to accept the report. Reports are returned because not all required field are completed. This definitely falls under motivation, with perhaps a bit of knowledge for new employees. | This is easy. You can probably get the IT department to add a bit of code so that users will not be able to submit their PTO report without all the required information entered. |
| Reports need to be submitted on time. There are staff that do not submit their PTO report by the deadline and/or supervisors are not approving the reports by their deadline. This causes extra work for HR as they need to rush to get data entered to make payroll. This falls under motivation, some knowledge and environment. | In talking to staff, they complained that they were not receiving enough notice from HR in order to be able to always submit reports on time. HR was sending out one notice to all staff even though deadlines varied among departments. HR was able to create sub groups and send out timely and consistent notices to groups. To address lack of motivation, perhaps HR can provide an incentive or award to the department that has 100% on time submissions. |
Return to the Discussion Tab and take a look at the preventative factors that you noted in Lesson 3. Consider what deliverables can overcome these. Does something need to change in the environment? Do people need to learn a new skill? Make a note of these.