Performance Diagnosis Matrix
The performance diagnosis matrix helps us to analyze Aspen Heights, Harrisonburg on each of its levels (organizational, process, team, and individual). This tells us that we need to focus on the process level of the organization to identify the existing issues and make improvements.
Mission/Goal:
Aspen ensures its residents a safe and secure housing complex, however, this is not fulfilled if the gate is always left open for guests and the guest code never works, therefore making guests enter through the opened exit gate.
System Design:
The overall design structure for the process of guests entering Aspen Heights is not user-friendly and is extremely unclear. With the current process in place, guests are required to go through numerous steps to enter the gated community, and even after these steps are completed, the gate still sometimes does not open.
Expertise:
If Aspen Heights had employees who were more properly trained to design a more functional and user-friendly gate access code, the problem would be solved. However, Aspen Heights constructed the gate access code process in a manner that is extremely difficult for the guest trying to enter the community.