It’s time for the next installment of the Performance Improvement Process Model or PIPM. A couple weeks ago, I talked about the difference between an opportunity and a “good” idea. This post will address the next step in the model “Want or Need.”
I’m an old dog. As hard as it might be to teach me a new trick, my good friend and mentor Dr. Roger Kaufman keeps trying. He has written extensively about the difference between needs and wants. The problem starts when we used need as a verb instead of a noun. I do this ALL the time – publicly and in private correspondence with Dr K. Thankfully he is patient and reminds me of the error and we keep moving forward. One day it might just stick!
When we use need as a verb, like “I need a new boat” (my wife may have heard this once or a dozen times) we are going right to the solution and not considering other potential options. Seriously! Look at it! In dire need of replacement.
I know… it’s a sweet boat and I have caught a lot of fish in it. There is no need here what-so-ever. There were some issues with the old gal (my boat NOT my wife). Mostly ancillary equipment like the trolling motor, bilge pump and *gasp* the stereo didn’t work. Long story short, I didn’t need a new boat, rather, I wanted to get all the little irritants fixed so my fishing trips would be more enjoyable. I have talked about this misuse of need and the jump straight to solutions in past blog posts as well. See Just gimme training and Just because it says performance doesn’t mean it’s there (sadly).
How did I get onto boats and fishing!? Okay – seriously, if I keep using need the wrong way, what’s the right way? It’s so simple. Kaufman (1998) has been trying for decades to get everyone on the same page and define it as “a gap in results.” For example, I want to catch more fish. I currently catch an average of 20 a summer. I want to catch 50. The gap between my current and desired results is 30 fish. A new boat may or may not close that gap. In reality, the best way to close in on 50 is simply to spend more time fishing.
Let’s shift over to a work related example of needs. Did you know that cashiers get measured on the number of items they scan per hour? It’s called the ISAH or “Items Scanned per Active Hour” and it is calculated by averaging the total items scanned per hour when cashiers are actively signed into their registers. Generally, good industry performance is 500 ISAH.
In this fictitious example, our experienced cashiers have an average ISAH of 900. The rock stars of retail. Cashiers with 3 months experience or less have an average ISAH of 250. Based on customer feedback, there is dissatisfaction with slower transactions. They prefer to get through the checkout line fast. What’s the need?
The gap in results at the worker (cashier) level is to increase the cashiers ISAH from 250 to 500 or better. The gap in results at the workplace or organizational level is the level of customer dissatisfaction. Improving the cashier’s ISAH will contribute to increased customer satisfaction.
If you can’t describe the problem or opportunity in terms of a gap in results, it’s a want, not a need and you should proceed directly to the stop sign, take a breath and give your problem a second look. It’s probably not the real cause of whatever is giving you business pain. Next up – the Needs Assessment. Stay tuned!
Kaufman, R. (1998) Strategic thinking. A guide to identifying and solving problems. (Revised edition.) International Society for Performance Improvement and the American Society for Training Development. ISBN: 1-56286-051-8.