Performance Improvement: Stages, Steps and Tools
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Performance Improvement Toolkit
Understand the problem

PI Facilitator, PI team

 The Problem Pentagon: Use to specify the Who, What, Where, When and Worth of the problem.
 Interview Guide: Design using the questions below, as well as others that might be pertinent. Record questions in an organized fashion.

The key stakeholder(s) will have opinions of what the problem is — and these opinions will be important to the success of the process (whether or not they are correct). You will need to conduct an interview, or several interviews, to answer the following questions:

  • What is the problem?
  • What is the desired outcome? What would the situation look life if there was no problem?
  • What are possible causes? (Note: care should be taken not to accept any of these causes as 'truth' until further investigation is done.)
  • What does the client see as possible solutions?
  • What potential constraints are there? (political, financial, etc.)
  • Is the problem worth solving? Discuss with the client, making comparisons if possible with similar organizations or benchmarks.
  • Who will be involved in the PI process from the organization? Identify local individuals to join the PI team.