Performance Edge
Getting Ahead of the Game
The “IT” Tool to Drive Employee Performance, JOB AIDS

Job aids are a powerful tool because they can help new employees as step-by-step guides and experienced workers as triggers to help the recall information and procedures to minimize their mistakes. Job aids reduce training time, resulting in a more economical method of training that makes your workforce more effective by improving their job performance.
 
One of the greatest impacts on an employee’s performance are the tools they have equipping them. Although many companies give employees booklets, courses and guides directing them in how to address technological or informational aspects of their job, often times the other “stuff” relating to performance falls through the cracks.
 
What’s missing?
 
What’s missing is something directed towards performance, guides that lead to the desired behavior and not just the desired knowledge you want your workforce to have. Job aids provide a guide to decision making that leads to the desired performance and outcome.
 
Job Aids are checklists, decision tables, and other easy to use guides that can sometimes even replace formal training.
 
They are helpful tools in directing individuals to a desired performance because they identify the steps and decisions needed.
 
When to use JOB AIDS:

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Low Budget for Training?
Two words: JOB AIDS

Many companies are finding themselves having to downsize due to the financial strains of the market climate and economy. Companies are being forced to run on limited resources and fewer employees, making it essential now more than ever to ensure everything is functioning at full capacity, especially your workforce.
 
One powerful tool companies can use to maximize the effectiveness of your workforce is job aids based on best practices. They will greatly improve productivity and increase efficiency throughout the organization. Best practices are used to create job aids which assist employees with operating procedures and tasks within their role.
 
More importantly job aids oftentimes can even replace training, resulting in an economical and highly effective way to boost the productivity of your workforce. 
 
Job aids are especially beneficial for companies that operate on a large scale since it is vital to ensure that the quality of their products and services is consistent throughout the operation. Customers expect to receive the same quality of service regardless of the geographic location. This can be accomplished through developing and implementing job aids. The ability to create and maintain a consistent level of quality and service throughout all the locations or stores has a great impact on the perception of your company throughout the US, throughout the world.

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Case Study
Job Aids: A Foundation for Learning
Help Quickly Resolve Customer Service Failures

Business Problem
 
A multi-million dollar healthcare leader was experiencing customer service failures across its nationwide network of customer service centers. Failures were mainly due to lack of policies and procedures (best practices) caused by rapid growth from recent mergers and acquisitions.  
 
The problem needed to be solved quickly since the organization was experiencing extensive customer service issues. Also the organization planned to hire a large number of new customer service reps (CSRs) in the coming month. The client had volumes of training content, but it was out of date and not organized in a fashion that made it easy for new CSRs to learn their job. 
 
CEP Solution

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CEP specializes in advising Fortune 1000 organizations on how to link one of your largest assets, your people, to business results. We help organizations align workforce performance with business strategy and bottom line results.

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About CEP
Copyright © 2008 The Center for Effective Performance. All rights reserved.
CEP, The Center for Effective Performance, is the consulting leader in advising organizations on how to turn their workforce into a competitive advantage. 

For nearly two decades, CEP has helped companies solve performance problems, develop training guaranteed to work, implement best practices, and create performance improvement strategies that translate into improved financial results. 

As the world's leading practitioners of Dr. Robert Mager's research-based methodology, CEP delivers world-class, proven solutions that increase profitability and shareholder value.
  Learn more about us at www.cepworkforceperformance.com.
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