Jun 09
1
part 2 of Clone Your Superstars
One word of caution: keep an open mind regarding the best practices for any given activity. I know of a service manager for a car dealership who was surprised to discover that the repair technician with the best record for service call quality and response time actually took much longer than other technicians to initiate repairs. The reason was that the technician spent more time diagnosing a repair problem, resulting in greater overall efficiency in the repair process.
4. Determine the most effective way to transfer these unique skills to your remaining members. Possibilities include:
• Instituting formal training classes;
• Having top performers lead informal coaching or practice sessions
• Having selected members shadow top performers to observe how to apply certain skills.
• Assigning top performers to observe other members and to provide suggestions for improving their performance.
