Assignment 4: HR Training Class

HR Training Class
Name:
Institution:
HR Training Class
Having been asked to create a training class a new employee customer service training class for new employees, there is a personal conviction that a needs assessment would be required for this practice. This would be efficient in exposing any existing performance deficiencies within the company in various ways.
Question 1
The needs assessment of training is normally a progressive procedure of collecting data in determining the training needs that exist. It is vital to realize that three areas ought to be considered when conducting needs assessments, which are namely organizational needs, individual needs as well as occupational needs (Cekada, 2013). The identification of the training needs helps in developing the appropriate training for assisting the company to achieve its objectives. The use of needs assessment in this particular new employee customer training service training may help to establish a most effective training program. However, if training is conducted without making needs assessment for training, the company is likely to either overdo training, or conduct too little training or even miss the whole idea. Thus it important to understand that conducting a needs assessment for training would help a great deal especially in exposing the existing performance deficiencies within the company. The training needs assessment would help in the identification of the problem areas within the company. Therefore, the HR department as well as the management ought to know the kinds of problems emerging in the organization in order to implement the most applicable training, if it would be the solution. The kind of training that is directed to an identified organizational or performance problem is likely to hit the target and cause effective change without overdoing it. This would only be possible if a training needs assessment is conducted. Through the obtainment of the management support, the methods used would be rooted and have continuous impact on the individuals involved. The right way of getting adequate support from the management is through creating certainty that the particular training affects the activities that take place in the department of a specific manager. Moreover, the training needs assessment enables in developing information for evaluation. It is advisable to develop data on needs before conducting any training so that the evaluations that happen after the program may be valid. Therefore, there would be a personal easiness to measure the efficiency of a certain program after conducting a needs analysis in the first place. In addition, the training needs assessment helps in determining the benefits and costs of training. In some companies, training may be viewed as a nuisance method of improving performance instead of contribution to the basis of the organization. This is likely to take place if the trainers fail in developing a cost-benefit study for the training that they conduct. A thorough assessment of needs which recognizes the performance and problems deficiencies enables the management to place a cost factor upon the training needs.
Through the systematic process of conducting training needs assessment, several ways of exposing the performance deficiencies are available. For instance the training needs ought to be identified via recognition of the organizational needs, which are based on making comprehensive analysis. The needs of assessment are usually drawn from specific problem or issues arising or likely to arise. Therefore, the training needs assessment ensures that all departments as well as individuals have been assessed. The organizational analysis which involves the examination of resource utilization, objectives, organizational climate as well as environments canning is commendable for exposing deficiencies (Rudd & Great Britain, 2010). This also includes analysis of the strength and weaknesses of the company. In addition, departmental analysis analyzes of the strengths and weaknesses that includes special issues of the section or a shared problem within a group employees such as acquiring knowledge and skills to operate computer through accounting personnel. The job role analysis helps to identify design of jobs and roles because of job enlargement, changes as well as job enrichment. Moreover, the manpower analysis would bring a realization of strengths and weaknesses of employees at both a personal and management level.
Question 2
An implementation plan for customer service training is crucial as it would facilitate the actual execution of a particular practice. When a particular training method is developed, an implementation plan is commendable so that all the new employees can understand the observable behaviors which are needed to cater for customers’ needs. Moreover, every member of the team ought to realize the way their work in relation to the entire mission of the company. The basis of the description of job is that the employees should be updated and reviewed periodically to ensure that they continuously meet the requirements of the company.
Customer Service Training Implementation Plan
Rationale
In June 2014, the department of HR and the entire management of this company intend to implement customer service training for new employees in such departments. The implementation of this training class may be new to employees but familiar to the management and those in the HR department. Therefore there is need to notify the instructional requirements of the customer service training for the new employees so that their skills in that area may be sharpened like the older employees.
Audience
In June 2014, the department of HR intends to implement customer service training for all the new employees that have not yet undergone through training. Since this training is not familiar to these new employees, they will be required to remain keen during the entire study so that they may benefit from it and the company as well.
Project and Implementation Timetables
Project Overall Timeline
Phase

Q1 2013

Q2 2013

Q3 2013

Q4 2013

Q1 2014

Q2 2014

Analysis







Design







Development







Implementation