Write a page diagnosis of a potential performance gap that focuses on the core "factors influencing performance" and attempts to identify relevant factors of "ideal performance" that are not in place.
You should review your work from Weeks 1 and 2 in which you applied the "factors influencing performance" model to processes as they actually exist in the organization. Your purpose here is to conceptualize what "should be" but isn't.
Select one apparent performance gap at the call center and evaluate potential causes by asking some of the questions in the framework in Appendix 8. Ask how the question would be answered if describing actual processes vs. how it would be answered if describing an ideal performance scenario, and attempt to find those elements of performance where the gap is largest.
Describe at least 3 "factor not in place" findings you identified as potentially being causes for the performance gap. What isn't currently true about the process that should be? How might this be impacting process outcomes?