Return on Investment on Southwest Airlines's Customer Service Training Program

Unit 8 Assignment: ROI

In this assignment, you will be assessed based on the following Outcome:

HR410-4: Apply a training evaluation.

In this assignment, you will apply ROI to your organization’s training. You will identify a potential training program of value to your organization and use a cost-benefit analysis to determine ROI and whether or not an organization should implement that training program.

Use Figure 1.4 on page 44 in the Noe textbook for ideas related to training you could implement for your organization. (This could be any type of training: employee orientation, safety, quality, customer service, operations, or sales.) You will need to contextualize the training categories in Figure 1.4 to your organization. For example, your organization’s basic skills and processes/procedures will be specific to your organization. Once you have decided which kind of training to apply to your organization, complete the Unit 8 Worksheet. You will then make a recommendation to the organization on how to proceed with this potential training program. In the Noe textbook, Tables 6.11 and 6.12 provide an example of how to do this.

The cost-benefit analysis will indicate the potential value of the training program under consideration. Your cost-benefit analysis will be a theoretical model based on your “best guess” estimates for each cost and benefit. Your Unit 8 Worksheet will not be assessed on whether or not the worksheet is “correct.” It will be assessed on the basis of due diligence; that is, did you take the assignment seriously and engage with the required modeling and estimates?

Refer to the assigned text reading.

This assignment does NOT have a TD reference requirement.

Use the same organization for the Unit 8 Worksheet that you used for your Unit 1–4 Worksheets.

Worksheet: This assignment should be completed in the Unit 8 Worksheet available in Course Resources. You will address the following:

Organization

What organization will you use for this worksheet? It should be the same organization you used for your Unit 1–4 Worksheets. : **Southwest Airlines**

Identify the Training Program

What potential training program will you assess?

Costs

You may insert an Excel® spreadsheet into the worksheet for your costs. Be sure to include each cost category in your spreadsheet.

Direct Costs (If any. If not, explain why.) Determine the direct costs. List the direct costs, line item, calculation, and dollar figure (Table 6.11).

Indirect Costs (If any. If not, explain why.) Determine the indirect costs. List the indirect costs, line item, calculation, and dollar figure (Table 6.11).

Development Costs (If any. If not, explain why.) Determine the development costs. List the costs, line item, calculation, and dollar figure (Table 6.11).

Overhead Costs (If any. If not, explain why.) Determine the overhead costs. List the overhead costs, line item, calculation, and dollar figure (Table 6.11).

Compensation for trainees (If any. If not, explain why.) Determine trainee compensation. List the trainee compensation costs, line item, calculation, and dollar figure (Table 6.11).

Total Costs

Benefits

Again, you may insert an Excel spreadsheet into the worksheet for your benefits.

Determine the benefits. List the benefits, line item, calculation, and dollar figure (Table 6.12).

Total Benefit

Return on Investment (ROI)

Show your ROI calculation (Benefits/Costs = ROI) (Table 6.12).

Recommendation

Does the ROI cost-benefit analysis indicate that this potential program has value for the organization? Explain.

Note: If you reference, take care to use quotation marks for direct quotations. Here is an example with correct citation: According to Noe (2017), “Training and development can help a company’s competitiveness by directly increasing the company’s value through contributing to intangible assets” (p. 17).

Note: If you paraphrase, take care to use the author and year of publication. Here is an example with correct citation: Intangible assets are important for any company. One way their value can be increased is a strategic use of training and development (Noe, 2017).

Assignment Requirements

Answers contain sufficient information to adequately answer the questions and contain no spelling, grammar, or APA errors. You may find resources for APA help in the Academic Writer site under Academic Tools in the left navigation of your course. Points deducted from grade for each writing, spelling, or grammar error are at your instructor’s discretion.

Directions for Submitting Your Assignment

Compose your assignment in a Word document and save it as Username-HR410 AssignmentUnit#.doc (Example: TAllen-HR410 AssignmentUnit8.doc). Submit your file to the Unit 8 Assignment Dropbox by the end of Unit 8.