Case Study 02 (page #102)

Differentiating Task from Contextual Performance

Task Performance Behaviors:
 Develop and execute a business plan in accordance with B.M.S strategies.
 Set goals and expectations of performance for employees.
 Set priorities for the sales division, and allocate resources accordingly.
 Articulate the company vision, and communicate your division’s role in achieving the
mission.

Contextual Performance Behaviors:

 Live by the BMS pledge.
 Embrace diversity.
 Build strong relationships across the organization.
 Seek out and suggest organizational improvements.
 Cooperate with team members.
Case study # 03 page 102

Choosing a Performance Measurement Approach at

Paychex, Inc.

Behavior Approach to Measuring Performance Is Most

  Appropriate When …
X Employees will take a long time to achieve the desired outcomes
  The link between behaviors and results is not obvious
  Outcomes are distant in the future
X Poor results are due to causes beyond the performer’s control
   
Results Approach to Measuring Performance Is Most
  Appropriate When …
X Workers are skilled in the needed behaviors
X Behaviors and results are obviously related
  Results show consistent improvement over time
X There are many ways to do the job right

Based on the table above, the recommendation is that Paychex use a combination of results and
behaviors when measuring performance. Sales should be used as a main measure of
performance. But, the importance of developing good relationships within the industry is also
extremely important, and the results of doing so may not pay off immediately or translate
directly into sales. In addition, because the account executive’s manager is not always able to
observe their performance, the company will have to infer that obtaining sales quotas is due to
the account executive engaging in the appropriate behaviors.
 CASESTUDY #4
Deliberate Practice Makes Perfect
1) Deliberate practice involves the following five steps:
1. Approach performance with the goal of getting better and better.
2. As you are performing, focus on what is happening and why you are doing things the
way you do.
3. Once your task is finished, seek performance feedback from expert sources, and the more
sources, the better.
4. Build mental models of your job, your situation, and your organization.
5. Repeat steps 1 through 4 continually.

2) As Ricardo’s manager, it would be highly advantageous for you to help him create a strategic
development plan that includes deliberate practice. Ricardo is very talented and has high
levels of all the determinants necessary to excel—declarative knowledge, procedural
knowledge, and motivation---however, there is room for improvement. His cognitive,
psychomotor, physical, and interpersonal skills (procedural knowledge) are good, but he
needs to practice his overall interpersonal skills and increase his confidence levels. He also
has the motivation necessary to work hard and continue improving. What Ricardo is
struggling with is clarifying his goals, creating an action plan, and understanding the process
(declarative knowledge). In order to help Ricardo, you must first meet with him and explain
the concept of deliberate practice. Then you should develop the strategic development plan
together, as this will increase his likelihood of success. Some of the ways in which Ricardo
can “deliberately practice” include the following:

 Dedicate time—He already has shown a desire and commitment to achieving excellence
(motivation), he has the cognitive skills to excel (procedural knowledge), and now he needs to
put in extensive hours of deliberate practice.

 Create opportunities to practice—Ricardo should take advantage of every opportunity he

encounters to practice his public speaking skills. He should create opportunities to practice in
both private and public environments such as at home in front of the mirror as well as with his
team and friends.

 Seek feedback—He should share his goal of improving his skills with his audience and
request/welcome their feedback and constructive criticisms.

 Incorporate feedback—After receiving positive or negative feedback, he should incorporate

enhancement and improvement strategies to continuously improve his performance.

 Training—Ricardo should also pursue formal training in presentation and public speaking
skills through his company’s training resources or through online, local, or community
development and education programs.
 Deliberate practice makes perfect—This process should be continuous; practicing
presentation skills and working in formal environments should happen on an ongoing basis
with the goal of always getting better and better.