Business Unit Training Needs Analysis Project

While working for a telecommunications training company, BSI members conducted a comprehensive Training Needs analysis for a national telecommunications corporation’s high-end customer support unit.

The training needs analysis was the first stage in developing a learning plan for all representatives in the business unit.

 

BrainWave 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, and then designing a training plan that would allow other units to replicate their success.

 

A comprehensive training needs analysis for core members 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.

Our investigation included both a workflow analysis and a Job and Task analysis which served as the foundations for the training needs analysis.

We provided the client with a comprehensive, performance-based reference document that identified all:

• tasks, ranked in order of priority
• task prerequisites and required resources
• performance conditions and constraints
• expected task outputs and outcomes
• procedures
• required skills and knowledge
• recommended learning strategies
• performance gaps, ranked in order of urgency/priority
• recommended ancillary performance support strategies

The plan also:

• identified training priorities based on performance gaps
• proposed alternate delivery strategies to meet the various needs of different business units’ employee hiring and training practices
• identified a number of non-training issues that positively or adversely affected employee performance

 

Based on the results of our training needs analysis, we were able to create a modular, highly flexible training plan that could be tailored to meet each individual's needs. The 50+ course plan blended off-the-shelf courseware with custom-built training, instructor-led training with self-paced instruction, coaching, and/or job shadowing.

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

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