Business Unit Workflow Analysis Project

While working for a telecommunications training company, a BSI principal conducted a comprehensive workflow, job, and task analysis for a national telecommunications corporation’s high-end customer support unit.

This analysis was the first stage of a training needs analysis and learning plan development for all representatives in the business unit.

BrainWave Solutions Inc. members were part of a team tasked with analyzing why one particular business unit of a telecommunications giant was so successful while other, similar units were facing significant challenges in meeting their clients’ expectations.

Our objectives were to capture the business unit's processes and best practices, and then design a training plan that would allow others to replicate their success.

A comprehensive business process and workflow analysis with representatives of every part of the business unit, with emphasis on front-line service representatives.

We conducted the onsite part of the analysis through structured and unstructured interviews, questionnaires, participant observation, job shadowing, and small, informal focus groups. We then followed up with customized individual and group questionnaires and telephone interviews.

The workflow analysis, combined with the subsequent job and task analysis, provided the client with a comprehensive, performance-based reference document that identified all:

• core tasks for each business process
• task prerequisites, and their relevant business rules
• required resources
• performance conditions and constraints
• procedures
• required skills and knowledge
• expected results

Our analysis also included a report on other factors we had identified as contributing to the unit’s success.

Based on the results of our analysis, we drafted a comprehensive 50-course training plan that blended off-the-shelf courseware with custom-built training, instructor-led training with self-paced instruction, coaching, and job shadowing into a highly flexible solution that could be tailored to meet each individual’s needs.

The client decided to implement the proposed training plan as a cornerstone of their high-end business unit enhancement strategy.

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